Trainline Refund Issue

[IRC]

I booked an advance single from Inverness to Glasgow on 9th Sept. After a change in circumstances I wished to travel on the 8th instead. Using the Trainline website I booked a ticket on the 8th. Same price. The website said I woyld need to pay an admin fee but if I posted the ticket to an Edinburgh PO Box I wouyld get a £47 refund.

Foolishly I wrote for refund on the ticket when I posted it back. Trainline have now e-mailed me asaying that as I wrote on the ticket it is classed as used and according to the rules can not be refunded.

"If you see in the envelope which you have posted the advance ticket which is there has been marked as "for refund" by you and as this has been marked therefore will be considered as used and non-refundable even though we do understand that it cannot be used as the date is in future but once the ticket gets marked then it's monetary value become zero and even if we pass this for scanning in the system it will be rejected as the system would not be able to scan it properly."

Is this correct and I just need to write this off. Seems odd that a ticket returned prior to the only valid date of travel can not be refunded.

If I need to chalk it up to experience fair enough. Just after a second opinion.

Iain

 

[ainsworth74]

Complain to Trainline, writing does not invalidate a ticket. Particularly one that has been marked "For Refund" and can only be used to travel for a date in the future!

 

[CharlieSpotted]

Sounds like maybe they're using Optical Character Recognition to read the text on the ticket and that might be affected by you writing on it. That you might have unknowingly affected some process they have is not a reason to reject your refund, though. If that's the case, just skip the OCR and key the details. Honestly...

 

[ainsworth74]

If you're feeling particularly combative you might ask them to point you to the place in their Terms & Conditions which says that writing on a ticket prevents it from being refunded? Though maybe staying friendly and conciliatory at this stage is the better play rather than going in all guns blazing.

 

[island]

Agreed with the above, and for future reference don't use Trainline, they charge a booking fee which you'd not have paid had you booked direct with other providers, such as a train company.

 

[Starmill]

They'll probably just refund it when you point out that the ticket cannot have been used because it hasn't even started yet. Probably...

 

[Trackman]

Trainline have now e-mailed me asaying that as I wrote on the ticket it is classed as used and according to the rules can not be refunded.

I'd ask them where it is in the rules / T&C's when sending back a ticket for a refund.

 

[Haywain]

I'd ask them where it is in the rules / T&C's when sending back a ticket for a refund.

I wouldn’t - that allows them to obfuscate. It’s far better to tell them that it isn’t in the T&Cs.

 

[AlterEgo]

Is Trainline's after sales support still in India?

Moronic customer service - the journey can't even have happened yet. I'm with the others who say "tell them it isn't in the TnCs".

 

[IRC]

Thanks for replies. I have responded to their email saying I don't agree I am not entitled to a refund and asked for an e-mail adress to make a complaint.

Needless to say I won't be using them again.

 

[Buzby]

Needless to say I won't be using them again.

May I suggest (as you’ve only recently joined) that you try the Forum’s own ticket provider (click on Tickets) at the top of the page. They’re the least perverse of the bunch!

 

[MotCO]

May I suggest (as you’ve only recently joined) that you try the Forum’s own ticket provider (click on Tickets) at the top of the page. They’re the least perverse of the bunch!

And any issues seem to be quickly addressed by staff who are active on this forum.

(You also forgot to mention that the forum receives a small share of any savings made by split ticketing )

 

[Bletchleyite]

Interesting that some sales sites/delay repay sites ask you to deface the ticket!

 

[OscarH]

Trainline have form for refusing refunds for tickets being "used" like this unfortunately

 

[Trackman]

Interesting that some sales sites/delay repay sites ask you to deface the ticket!

or cut them in half! .. or was that a Covid refund thing..?

 

[Bletchleyite]

or cut them in half! .. or was that a Covid refund thing..?

No, that too. Definitely done that instead of sending a ticket in.

 

[Buzby]

Same here (with the Forum’s supplier) with photos of before and after for a paper ticket bought in advance.

 

[gray1404]

If they continue to mess you about do a chargeback with your bank.

 

[Bletchleyite]

If they continue to mess you about do a chargeback with your bank.

Though note that if you do (based on previous posts here) you are likely to be permanently banned from using Trainline or any white label site.

 

[Adam Williams]

Though note that if you do (based on previous posts here) you are likely to be permanently banned from using Trainline or any white label site.

If my experience is representative, they don't appear to keep you banned forever, for what it's worth

(My case was much the same, I was entitled to a refund because the tickets were clear - to anyone with a bit of sense - not ultimately used for travel)

 

[IRC]

Just to update the thread. I submitted a complaint which took some time to get any response. But credit where credit is due. A refund being issued.

"Greetings from Trainline and I hope you are doing well.
This email is in regards to your booking under reference number 548695501128 as this case has been escalated to myself for further escalation.
On reviewing the details and previous conversations, I do understand that you had made a new booking however, as the original ticket was marked, our team was unable to process any refund.
However, as a one time exception, I have gone ahead and initiated a full refund of 53.20 GBP which will reflect into the same payment account within 3-5 working days."



A final point. I live not far from a station. Assuming I research the tickets I want online then buy them at my local station. Should this refund scenario arise again can I just do the cancel and rebook at the station?

Should I buy online I will, as suggested above, use this site. Thanks for all replies.

 

[AlterEgo]

Just to update the thread. I submitted a complaint which took some time to get any response. But credit where credit is due. A refund being issued.

"Greetings from Trainline and I hope you are doing well.
This email is in regards to your booking under reference number 548695501128 as this case has been escalated to myself for further escalation.
On reviewing the details and previous conversations, I do understand that you had made a new booking however, as the original ticket was marked, our team was unable to process any refund.
However, as a one time exception, I have gone ahead and initiated a full refund of 53.20 GBP which will reflect into the same payment account within 3-5 working days."



A final point. I live not far from a station. Assuming I research the tickets I want online then buy them at my local station. Should this refund scenario arise again can I just do the cancel and rebook at the station?

Should I buy online I will, as suggested above, use this site. Thanks for all replies.

You can’t cancel using one retailer and rebook with another, if that’s what you’re asking. Just don’t write on the ticket.

 

[IRC]

You can’t cancel using one retailer and rebook with another, if that’s what you’re asking. Just don’t write on the ticket.

No. But assuming I buy face to face at the station. There would be the same option to change trains with an admin fee at the station?

 

[AlterEgo]

No. But assuming I buy face to face at the station. There would be the same option to change trains with an admin fee at the station?

If you buy the initial ticket from the station, yes, you can amend/reissue the ticket at a station too.

 

[Wolfie]

Trainline have form for refusing refunds for tickets being "used" like this unfortunately

A small claims court claim serves to concentrate their minds wonderfully....