Abandoned journey due to cancellation, Trainline

kristiang85 · 27 Mar 2025

I fear this might be a bit late as this was at the beginning of March, but my father in law just sent me all these details now, so I said I'd try!

He booked advance tickets on Trainline from Basingstoke to Leeds on 1st March, Basingstoke 0716 to York via Kings Cross, arriving 1053 (Kings Cross was 0900-1053), then 1105 York to Leeds arriving 1127. He was going up for the football at 1230, so the return was the same day.

He got a message from Trainline at nearly midnight the night before warning that there was damage to the overhead lines, so train services up to 1000 would be delayed. He then checked the Trainline Web site at 0530 on the morning and it said the delays were likely to continue to midday and they suggested travelling via Sheffield. He couldn't find a train via Sheffield that would get him to Leeds by 1230, thus missing much of the match he was going up for, and he abandoned the journey assuming he'd get a refund due to the disruption.

He though he could request a refund on the Trainline webstie "My attempts were made online and you reached a place where you couldn't go further, because you had a choice on a drop down, which didn't match my request, and the automated response said not-refundable. When you tried to go back it closed and there was no information about customer help."

What's the best recourse for him? He might have missed something as he's not best with tech, but given it's nearly a month ago is there still a chance he can get something back? Presumably delay repay at least would apply on the outbound ticket, but obviously the return was not used?

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WesternLancer · 27 Mar 2025

kristiang85 said:
I fear this might be a bit late as this was at the beginning of March, but my father in law just sent me all these details now, so I said I'd try!

He booked advance tickets on Trainline from Basingstoke to Leeds on 1st March, Basingstoke 0716 to York via Kings Cross, arriving 1053 (Kings Cross was 0900-1053), then 1105 York to Leeds arriving 1127. He was going up for the football at 1230, so the return was the same day.

He got a message from Trainline at nearly midnight the night before warning that there was damage to the overhead lines, so train services up to 1000 would be delayed. He then checked the Trainline Web site at 0530 on the morning and it said the delays were likely to continue to midday and they suggested travelling via Sheffield. He couldn't find a train via Sheffield that would get him to Leeds by 1230, thus missing much of the match he was going up for, and he abandoned the journey assuming he'd get a refund due to the disruption.

He though he could request a refund on the Trainline webstie "My attempts were made online and you reached a place where you couldn't go further, because you had a choice on a drop down, which didn't match my request, and the automated response said not-refundable. When you tried to go back it closed and there was no information about customer help."

What's the best recourse for him? He might have missed something as he's not best with tech, but given it's nearly a month ago is there still a chance he can get something back? Presumably delay repay at least would apply on the outbound ticket, but obviously the return was not used?

Abandoned journey should entitle you to a full refund of the ticket (and the return portion I would think) from the retailer. Not delay repay as that would only apply if you made it to your destination.

I suspect the error here is buying from Trainline ! They don’t seem so keen on honouring these rights.

I suspect you need to press Trainline on this. Maybe need to quote the section of the National Conditions of Travel to them. Someone here will no doubt find that for you.

Not sure if there is a time limit on making the claim. Could be 28 days but I’m guessing this.

I’m assuming he opted not to travel at all? Or did he turn back part way?

IIRC either should entitle him to a 100% refund with no admin fee deductions or anything like that.

EDIT: see link to conditions

~~If that’s the right edition see page 20.~~
In fact this is the up to date version from 2024 - see page 21

https://assets.nationalrail.co.uk/e...3/National_Rail_Conditions_of_Travel_2024.pdf

Looks like 28 days to claim. Can you act quickly not to miss that?

Get some kind of written claim in to Trainline (eg e mail or on line form ) keep a copy and eg screenshot proof of submitting it date wise before that deadline. Esp if the on line refund claim process isn’t clear or easy to find. I don’t use trainline so no idea where it is etc.

Looks like you can claim even if your reservation can’t be honoured. This would apply on the King’s Cross to Leeds leg alone I’d think due to the disruption.

Get the claim lodged asap not to miss that deadline- ask any questions here you need to.

Maybe if you gave the ticket details / login etc you could get a refund claim in before midnight tonight.

kristiang85 · 27 Mar 2025

WesternLancer said:
Abandoned journey should entitle you to a full refund of the ticket (and the return portion I would think) from the retailer. Not delay repay as that would only apply if you made it to your destination.

I suspect the error here is buying from Trainline ! They don’t seem so keen on honouring these rights.

I suspect you need to press Trainline on this. Maybe need to quote the section of the National Conditions of Travel to them. Someone here will no doubt find that for you.

Not sure if there is a time limit on making the claim. Could be 28 days but I’m guessing this.

I’m assuming he opted not to travel at all? Or did he turn back part way?

IIRC either should entitle him to a 100% refund with no admin fee deductions or anything like that.

EDIT: see link to conditions

https://assets.nationalrail.co.uk/e8xgegruud3g/3Y9UXuFziljwsGFCUAwKAA/0aa50a101febffda28c070aae2572570/National_Rail_Conditions_of_Travel.pdf

If that’s the right edition see page 20.

Looks like 28 days to claim. Can you act quickly not to miss that?

Get some kind of written claim in to Trainline (eg e mail or on line form ) keep a copy and eg screenshot proof of submitting it date wise before that deadline. Esp if the on line refund claim process isn’t clear or easy to find. I don’t use trainline so no idea where it is etc.

Looks like you can claim even if your reservation can’t be honoured. This would apply on the King’s Cross to Leeds leg alone I’d think due to the disruption.

Get the claim lodged asap not to miss that deadline- ask any questions here you need to.

Maybe if you gave the ticket details / login etc you could get a refund claim in before midnight tonight.

Thanks so much for this - yes he abandoned from the start so didn't travel at all. And I did tell him off for using Trainline

I'll send all this over now, hope he sees it before midnight. Though 28 days should include tomorrow?

WesternLancer · 28 Mar 2025

kristiang85 said:
Thanks so much for this - yes he abandoned from the start so didn't travel at all. And I did tell him off for using Trainline

I'll send all this over now, hope he sees it before midnight. Though 28 days should include tomorrow?

Yes I’d assume it includes what is now today.

Problem he’s got though is how to get through Trainlines system for a refund. Someone here must know.

I seem to recall this problem being experienced on here before but not sure how the person was advised how to solve it vis a vis trainlines website.

island · 28 Mar 2025

Trainline won't allow this type refund to be claimed through the automated system. A customer service ticket needs to be raised explaining briefly but clearly the sequence of events. As others mention it is important to meet the 28 day limit.

kristiang85 · 28 Mar 2025

island said:
Trainline won't allow this type refund to be claimed through the automated system. A customer service ticket needs to be raised explaining briefly but clearly the sequence of events. As others mention it is important to meet the 28 day limit.

Great thanks. I'll let him know.

WesternLancer · 28 Mar 2025

kristiang85 said:
Great thanks. I'll let him know.

I'd be recommending that he insists on his right to a full refund (with no £10 deductions for admin etc) in line with the clearly stated terms of the National Rail Conditions of Travel

I'd also be ensuring that whatever response happens today your father ensures he gest some sort of written / e-mailed / screenshot / customer services ticket number reference that proves the claim was made today as it's the 28th day. Subsequent debates about them paying it can thus not be denied on the basis that the claim was not made in time, being my thinking.

In fact this is the up to date version from 2024

https://assets.nationalrail.co.uk/e8xgegruud3g/77fuBWp62YPSrGwBP1mNQX/5f912e6484a2dc7efbad3b4ed0c9b383/National_Rail_Conditions_of_Travel_2024.pdf

see page 21 of this pdf (I assume where it states 'Train Company' that you must write to you can read that as retailer?)

Part F: Your Refund and Compensation Rights

Specifically section 29.2 "If a delay or cancellation on any leg of your journey is the reason you could not complete your journey, you are entitled to a full refund on any Tickets held for that journey under Condition 30.1."

and specifically these clauses

Section 30

30. Your Right to a Refund If Your Train Is Disrupted or Rescheduled and You Choose
Not to Travel

30.1 Conditions 30.1 - 30.4 cover all Tickets other than Season Tickets.
You may return an unused Ticket or Tickets to the original retailer or Train Company
from whom it was/they were purchased, where you will be given a full refund with no
administration fee charged, if you decide not to travel because the train you intended
to use is:
• cancelled, or
• delayed, or
• rescheduled after you have purchased a Ticket or Tickets, or
• your reservation will not be honoured
You are also entitled to a refund under these Conditions if you begin your journey but are
unable to complete it due to a delay to, or cancellation of your service and you return to
your point of origin.

30.2 When applying for a refund under this Condition you will need to state the date, time
and station where you would otherwise have started your journey from. You must
write to the Train Company to notify them of your claim within 28 days of the date that
you intended to travel.

30.3 Your refund application will be processed without undue delay and any refund due will
be paid within 14 days of your claim being agreed by the Train Company. Our target
is to process all claims within one month of receipt.

Do let us know how he gets on

island said:
Trainline won't allow this type refund to be claimed through the automated system. A customer service ticket needs to be raised explaining briefly but clearly the sequence of events. As others mention it is important to meet the 28 day limit.

Do you know if I am correct about this -

On the NR Conditions page 21 of the pdf I assume where it states 'Train Company' that you must write to you can read that as retailer?

ie given today is the deadline, it's not necessary for @kristiang85 father in law to also contact the train company whose services were disrupted that day - probably LNER - as well as Trainline ?

kristiang85 · 28 Mar 2025

@WesternLancer this is so helpful, thank you. I've passed it all on and told him in no uncertain terms to sort it this morning.

I'll let you know what happens.

WesternLancer · 28 Mar 2025

kristiang85 said:
@WesternLancer this is so helpful, thank you. I've passed it all on and told him in no uncertain terms to sort it this morning.

I'll let you know what happens.

Thanks - I think there can be general confusion about this stuff - and I suspect that confusion could extend to basic enquiry level staff at places like Trainline

This is in part due to the things like confusing refund rights for disruption with refund ability for changes of ticket (which includes the ability to charge £10 admin fees)
also confusion with Delay--Repay - which is compensation for a disrupted / delayed journey not a refund - which is quite well promoted so people have heard of that - but it's not handled by the ticket retailer it's handled by the train operator of the train you were on that was delayed (but staff on trains and train company material often refer to Delay -Repay as 'a refund' so that causes confusion)

Anyway - key thing at the moment is to get the refund claim in ASAP due to the deadline, does not then matter if follow up debate has to happen with Trainline later in my view - though hopefully it will get to a person who does understand the refund rights correctly. Given how many tickets they sell it can't be an entirely rare issue.

kristiang85 · 28 Mar 2025

Update: He contacted both LNER and Trainline, as Trainline was saying it was LNER's responsibility and LNER saying the opposite. But he finally got in touch with a human (a very helpful one) at LNER, who agreed with all of the above and said it was deifinitely Trainline's duty to refund, and gave him a direct number for someone at Trainline. Then after a 5 minute call with them, he had the refund confirmed.

So a bit of faff at first, but it helped so much to have all the above information. It makes you wonder how many people give up...

Thanks so much for the help!

Haywain · 28 Mar 2025

I don't think referring to an abandoned journey is helping, as that muddies the waters about what happened. He didn't travel because of disruption, and it's best to keep that message clear.

yorkie · 28 Mar 2025

kristiang85 said:
Update: He contacted both LNER and Trainline, as Trainline was saying it was LNER's responsibility and LNER saying the opposite. But he finally got in touch with a human (a very helpful one) at LNER, who agreed with all of the above and said it was deifinitely Trainline's duty to refund, and gave him a direct number for someone at Trainline. Then after a 5 minute call with them, he had the refund confirmed.

So a bit of faff at first, but it helped so much to have all the above information. It makes you wonder how many people give up...

Thanks so much for the help!

Glad he got it sorted in the end.

You may want to recommend our site in future; whenever I've chosen a refund due to experiencing a cancellation and requested a refund (admittedly that's been quite rare), it has automatically been accepted. If there was any problem of this nature with a booking made through us, you could ask me to escalate directly to the relevant people.

kristiang85 · 28 Mar 2025

yorkie said:
Glad he got it sorted in the end.

You may want to recommend our site in future; whenever I've chosen a refund due to experiencing a cancellation and requested a refund (admittedly that's been quite rare), it has automatically been accepted. If there was any problem of this nature with a booking made through us, you could ask me to escalate directly to the relevant people.

Oh I already have

I've told him if he wants to use split tickets, use here or the official splitticket site.

Thanks for the offer!

WesternLancer · 28 Mar 2025

kristiang85 said:
Update: He contacted both LNER and Trainline, as Trainline was saying it was LNER's responsibility

what a surprise.

kristiang85 said:
Then after a 5 minute call with them, he had the refund confirmed.

Excellent - pleased to hear this as no doubt a fair sum was at stake

kristiang85 · 28 Mar 2025

Haywain said:
I don't think referring to an abandoned journey is helping, as that muddies the waters about what happened. He didn't travel because of disruption, and it's best to keep that message clear.

Oddly enough the lady at LNER told him specifically to say the phrase 'abandoned journey' to trainline (I guess 'due to disruption' afterwards), but that seemed to be the phrase that did the trick?

WesternLancer said:
Excellent - pleased to hear this as no doubt a fair sum was at stake

£97!

Starmill · 28 Mar 2025

It's a minefield out there but glad to hear it was solved. When I have to make this type of refund request it's always easier to say "My train was cancelled, so I couldn't use this ticket any more" - similarly to what Haywain pointed out above.

Abandoned journey due to cancellation, Trainline

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