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Train Pal Refund.

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urgenthelpneed

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I accidentally bought a train ticket for the wrong day to London for an event, I collected the ticket then put it through the barrier and realised on the train the event was for the day after. I have bought the tickets through trainpal and requested a refund after realising my mistake (which was less than 20 minutes after the ticket had been issued). I have tried to place a refund on the app, however it’s not letting me. I was wondering if I could send an email to them and post my ticket back to them explaining my circumstances, has anyone had any luck getting a refund this way, or is there another approach I should take?
 
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Watershed

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What kind of ticket did you buy - was it a walk-up ticket (Anytime / Off-Peak) or a train-specific one (Advance)?

If an Anytime / Off-Peak ticket, then your ticket can be refunded subject to an admin fee of up to £5. Having collected your ticket, you might be required to speak to TrainPal's customer services and possibly post it back to get a refund. But it's still refundable as you didn't use it. Unfortunately some retailers struggle with the idea that someone might not travel after collecting their ticket, so you might have to escalate it if the first person you speak to claims your walk-up ticket is non-refundable "due to being collected" (or similar).

If an Advance ticket, then unfortunately these tickets are non-refundable. The only exceptions are if the train is delayed or cancelled and you decide not to travel. You can change an Advance to a different date / time (many retailers ask you to buy a new ticket and then request a refund on the original), but the change (or refund) needs to be requested before the original train was scheduled to depart. It is presumably now too late to make that request, so there would be nothing you could do if this is the case.
 
AlterEgo

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Watershed said:
What kind of ticket did you buy - was it a walk-up ticket (Anytime / Off-Peak) or a train-specific one (Advance)?

If an Anytime / Off-Peak ticket, then your ticket can be refunded subject to an admin fee of up to £5. Having collected your ticket, you might be required to speak to TrainPal's customer services and possibly post it back to get a refund. But it's still refundable as you didn't use it. Unfortunately some retailers struggle with the idea that someone might not travel after collecting their ticket, so you might have to escalate it if the first person you speak to claims your walk-up ticket is non-refundable "due to being collected" (or similar).

If an Advance ticket, then unfortunately these tickets are non-refundable. The only exceptions are if the train is delayed or cancelled and you decide not to travel. You can change an Advance to a different date / time (many retailers ask you to buy a new ticket and then request a refund on the original), but the change (or refund) needs to be requested before the original train was scheduled to depart. It is presumably now too late to make that request, so there would be nothing you could do if this is the case.
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The OP has used their ticket, haven't they? They said they realised on the train.
 
Watershed

Watershed

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AlterEgo said:
The OP has used their ticket, haven't they? They said they realised on the train.
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Ah, yes - fair point. In that case it depends on whether they actually went anywhere ("on the train" could mean realising whilst the train is still in the station, and then getting off). If they made it all the way to their destination, no refund would be available for obvious reaosns. If they had a walk-up ticket and only went part of the way, they'd be entitled to a partial refund based on the difference between the fare paid, and the walk-up fare for the journey they actually made.
 
Haywain

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Watershed said:
If they had a walk-up ticket and only went part of the way, they'd be entitled to a partial refund based on the difference between the fare paid, and the walk-up fare for the journey they actually made.
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Subject to any applicable fees.
 
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