Hi, I’m looking for some advice, I booked 3 tickets through TrainPal to travel from Rubgy to Euston a few weeks back. I booked my tickets and opted for e-tickets to be issued. I didn’t get a confirmation email or number but I did receive my e-ticket on my phone so thought all was ok ( I took a screenshot of my e-ticket. ) a few days before I was due to travel I logged into my TrainPal account to check my departure time and my issued tickets were not there anymore, I tried to email headoffice through the app which I couldn’t do because it required a confirmation email which I didn’t receive. I eventually found an email address and sent an email along which screenshot of e ticket and a bank statement which shows the money has come out. I received an email back to say I hadn’t checked out on time and the ticket weren’t issued and not to worry the money wouldn’t be taken. Anyway after a few emails back and forth they said they would pass it on to their financial team to investigate. Sent another email yesterday as I had not heard anything only to get a very unprofessional reply from them to say there was a booking under my account but as they’re were advanced tickets I wasn’t entitled to a refund. I’m absolutely fuming with them, the amount was only £35 but it’s the principle, how can they get away with this? Anyway I was just wondering if this had happened to anyone else and if anyone has any advice for my next step? It’s so frustrating as there is no phone number for them to actually speak with someone.
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