Hi everyone, currently using the Whatsapp customer service Trainline provides and hitting a brick wall, here is my situation:
I originally had a ticket for a direct LNER train departing at 19.33pm on Saturday 26th July which would go from London Kings Cross to Bradford Forster Square. I wanted to spend more time at the wedding I was at, so changed my ticket to the later 8.30pm train. I paid £9.40 fare difference and £10 admin fee. The ticket never loaded (I have a screenshot proving this), and I later got an email about 2/3 minutes later saying the 8.30pm train was cancelled.
When the original 7.33pm train came, I was allowed to get on due to the massive disruption that day and my ‘old’ ticket never even left the app. Weirdly, in the Trainline app, I also had another ticket, the same 7.33pm one, but instead greyed out with the message ‘refund processed’ which I think is their way of saying ticket changed? It was an advance single so it obviously wasn’t refunded.
This means however that I have paid £19.40, of which £10.00 was an admin fee, for a train I never got on and never received a ticket for. I requested a full refund for this amount from Trainline and wanted to make a delay repay claim against LNER for the cost of the original ticket.
For clarity, the train I got on in the end was one of the few trains running up from London the day the signals failed at Leeds, it was my 7.33pm train but it came an hour later, and terminated at Leeds so never got to my final stop).
I contacted Trainline, they say they can refund me £40.05 (original fare + fare difference) but not the admin fee which I think is ludicrous. They never gave me the changed ticket, clearly knew somewhat of the cancellation hence why my ticket was perpetually being created, and are saying the fee is non-refundable. They told me the tickets can take 20-25 minutes to be created, which I’ve never experienced before but okay.
I have a couple questions left, and my will to get that £10 is pretty much gone because am I surprised Trainline operate this policy, no..:
1) If I get this refund, I’m guessing I don’t need to make a delay repay request anymore? My original ticket has gone from the app but they provided it to me so I can refund it, but obviously that would only cover the original, cheaper fare, and I’d be pretty much getting refunded twice which I don’t think makes sense
2) Can I request a refund for the Uber I had to get from Bradford Interchange? I could no longer get the bus home by the time the train eventually got me into Bradford (I was allowed to get on a Northern rail service to Interchange, not Forster Square). I’m going to guess no but worth asking you train wizards.
3) Do I have any recourse for this £10 fee? Trainline told me they have no complaints team so I can’t even escalate this to a formal complaint.
Sincerely, a confused customer
I originally had a ticket for a direct LNER train departing at 19.33pm on Saturday 26th July which would go from London Kings Cross to Bradford Forster Square. I wanted to spend more time at the wedding I was at, so changed my ticket to the later 8.30pm train. I paid £9.40 fare difference and £10 admin fee. The ticket never loaded (I have a screenshot proving this), and I later got an email about 2/3 minutes later saying the 8.30pm train was cancelled.
When the original 7.33pm train came, I was allowed to get on due to the massive disruption that day and my ‘old’ ticket never even left the app. Weirdly, in the Trainline app, I also had another ticket, the same 7.33pm one, but instead greyed out with the message ‘refund processed’ which I think is their way of saying ticket changed? It was an advance single so it obviously wasn’t refunded.
This means however that I have paid £19.40, of which £10.00 was an admin fee, for a train I never got on and never received a ticket for. I requested a full refund for this amount from Trainline and wanted to make a delay repay claim against LNER for the cost of the original ticket.
For clarity, the train I got on in the end was one of the few trains running up from London the day the signals failed at Leeds, it was my 7.33pm train but it came an hour later, and terminated at Leeds so never got to my final stop).
I contacted Trainline, they say they can refund me £40.05 (original fare + fare difference) but not the admin fee which I think is ludicrous. They never gave me the changed ticket, clearly knew somewhat of the cancellation hence why my ticket was perpetually being created, and are saying the fee is non-refundable. They told me the tickets can take 20-25 minutes to be created, which I’ve never experienced before but okay.
I have a couple questions left, and my will to get that £10 is pretty much gone because am I surprised Trainline operate this policy, no..:
1) If I get this refund, I’m guessing I don’t need to make a delay repay request anymore? My original ticket has gone from the app but they provided it to me so I can refund it, but obviously that would only cover the original, cheaper fare, and I’d be pretty much getting refunded twice which I don’t think makes sense
2) Can I request a refund for the Uber I had to get from Bradford Interchange? I could no longer get the bus home by the time the train eventually got me into Bradford (I was allowed to get on a Northern rail service to Interchange, not Forster Square). I’m going to guess no but worth asking you train wizards.
3) Do I have any recourse for this £10 fee? Trainline told me they have no complaints team so I can’t even escalate this to a formal complaint.
Sincerely, a confused customer
