Trainline refusing to refund an Advance for a canceled service - what are my rights?

[455refurb]

Hi all, wondering if anyone can give me some advice on dealing with Trainline.
I bought an Advance for a specific Southern service via Crosscountry's website (handled by Trainline as their agent). I use Crosscountry as my travel plans sometimes change, and they charge no fee for date changes on Advances.

The service was heavily delayed and was run fast to make up time, not stopping at my station, so I was unable to board. It was showing as cancelled on the boards.

I have attempted to claim a refund for the Advance but Trainline are being obstructive to the point of belligerence, absolutely refusing to refund me, insisting the train did run according to "internal sources". They are instead saying the train was delayed, and want me to claim delay repay through Southern. However, I would only be entitled to a 50% refund if I did this as there was another train to my destination half an hour later.

I've confirmed via a friend in the industry that the service is showing in TRUST as not stopping, so whatever system Trainline use is wrong, but they won't accept this.

I believe they (Crosscountry/Trainline) are in breach of clause 30.1 of NRCoC, which entitles me to a refund from the original retailer in these circumstances. Could anyone advise if my interpretation of this is correct and how best I could take this forward?

Thanks in advance.

 

[greatkingrat]

Did you actually travel in the end or did you abandon your journey?

 

[Haywain]

I believe they (Crosscountry/Trainline) are in breach of clause 30.1 of NRCoC, which entitles me to a refund from the original retailer in these circumstances. Could anyone advise if my interpretation of this is correct and how best I could take this forward?

If you actually travelled on the train half an hour later you are not entitled to a refund, only Delay Repay. The refund is if you choose not to travel.

 

[455refurb]

Apologies, should have clarified, I abandoned my journey and drove, as I was concerned the next one might get cancelled too.

 

[Snow1964]

So they are stating, train not cancelled, just ran non-stop so couldn’t be used.

Presumably they want you to say you managed to get later train, and therefore should get delay repay instead.

However if the cancellation (not stopping) of your booked train meant your journey became pointless (eg you would have missed whatever) then that seems like it was effectively a full cancellation rather than choose to be delayed, and should be treated in that way.

EDIT just seen update that drove instead, which wasn’t there whilst I typed

 

[Watershed]

Hi all, wondering if anyone can give me some advice on dealing with Trainline.
I bought an Advance for a specific Southern service via Crosscountry's website (handled by Trainline as their agent). I use Crosscountry as my travel plans sometimes change, and they charge no fee for date changes on Advances.

The service was heavily delayed and was run fast to make up time, not stopping at my station, so I was unable to board. It was showing as cancelled on the boards.

I have attempted to claim a refund for the Advance but Trainline are being obstructive to the point of belligerence, absolutely refusing to refund me, insisting the train did run according to "internal sources". They are instead saying the train was delayed, and want me to claim delay repay through Southern. However, I would only be entitled to a 50% refund if I did this as there was another train to my destination half an hour later.

I've confirmed via a friend in the industry that the service is showing in TRUST as not stopping, so whatever system Trainline use is wrong, but they won't accept this.

I believe they (Crosscountry/Trainline) are in breach of clause 30.1 of NRCoC, which entitles me to a refund from the original retailer in these circumstances. Could anyone advise if my interpretation of this is correct and how best I could take this forward?

Thanks in advance.

You are absolutely correct - if the train didn't stop at your station then you are entitled to a full, fee-free refund. I've had issues like this before, and it's usually just a case of having to escalate it a few times before you get what you're entitled to.

If push comes to shove there are options to get recourse, such as a chargeback or ultimately taking legal action. But hopefully it won't come to that.

 

[ThisIsSurbiton]

The service was heavily delayed and was run fast to make up time, not stopping at my station, so I was unable to board. It was showing as cancelled on the boards.

Which train was it? I have seen cancellations fail to appear in some systems before, but if showing at the station that shouldn't be the case.

 

[Bletchleyite]

Apologies, should have clarified, I abandoned my journey and drove, as I was concerned the next one might get cancelled too.

Then you are entitled to a full refund.

 

[455refurb]

Thank you to those who provided advice on this. It's much appreciated. I wanted to provide an update.

Unfortunately, I got absolutely nowhere with Trainline who continued to refuse the refund point blank even when presented with the relevant clause from the NR Conditions of Travel. They also ignored all my requests to escalate. I therefore went to Crosscountry, as Trainline are their agents. XC apologised and immediately refunded the ticket.

I have asked Crosscountry to review the conduct of their service provider in my case.

Thanks again.