Refund email from Trainline

[timj1785859]

Hello, I recently received an email from Trainline, I just had some quick questions with regards to these emails:
1. I could see a few other people have received these, have they led to anything, so they investigate your account or just whether your refund button is reinstated?
2. How long until you hear back from Trainline usually on this matter?
3. If you have been really stupid and made the most stupid idiotic decisions and refunded a few trains you’ve been on then what would be probably the likely ish outcome, with refunds totalling £30-50 in total

Hi there,

We are contacting you regarding high volumes of refunds being requested on your Trainline Leisure account.

Upon reviewing your leisure account and activity, the online refund function has been disabled, but if you need to request a refund, you can get in touch with our Customer service team via the following options:

https://support.thetrainline.com/en/support/solutions/articles/78000000379-contact-us

Customer experience is our top priority and we'd like to know if there's anything we can do to enhance your Trainline experience - we appreciate any feedback you can provide that will help us improve our service.

Please also note that any refund you're seeking in relation to service delays should be directed to the train operating company with whom you travelled with.

We will keep monitoring activity on a regular basis, and a review of our decision will be made at a later date on individual accounts

Regards,

Revenue Protection Team

 

[AlterEgo]

At the moment it just looks like they’ve disabled your refund button. Keep your head down and stop committing fraud.

 

[30907]

At the moment it just looks like they’ve disabled your refund button. Keep your head down and stop committing fraud.

And bear in mind that if you are caught committing a ticket irregularity by a train company (even one that is less clearly intentional - such as buying on board without good reason) they are likely to investigate your purchasing history.

 

[timj1785859]

At the moment it just looks like they’ve disabled your refund button. Keep your head down and stop committing fraud.

My question is whether you think they’re going to investigate further and look at my history etc., or if this won’t lead to anything. But if they do investigate further and found some irregularities would they settle for a fine or something. I understand what I’ve done is wrong and I’m so regretful of it but it’s happened and I can’t go back so I’m just trying to work out what might happen and how long it takes for them to follow this up

 

[AlterEgo]

My question is whether you think they’re going to investigate further and look at my history etc., or if this won’t lead to anything. But if they do investigate further and found some irregularities would they settle for a fine or something. I understand what I’ve done is wrong and I’m so regretful of it but it’s happened and I can’t go back so I’m just trying to work out what might happen and how long it takes for them to follow this up

They may investigate further, but at the moment they are just disabling your refund button. I don’t think we have heard of Trainline themselves prosecuting anyone, but if you are caught by a train operator then things are different. For now, keep your head down. Nobody can really give you any assurances about what may or may not happen.

 

[Titfield]

Trainline is a ticket retailer (an intermediary) not a Train Operating Company which makes matters more difficult to assess. Trainline do not have any powers to issue a fine. AFAIK Trainline have not taken action (eg asking you to make good losses) in such circumstances before.

They may of course refer the matter to the TOC who could then decide to take action but we have not heard of this happening before. Theoretically the TOC would have up to 6 months to place the matter before a court.

I think there is a reasonable chance that this is a well aimed shot across the bows without any further action being taken. As others have suggested ensure that you do not do anything else which brings you back to their attention.

EDIT Part of the problem is we (the forum) do not know who actually has sustained the loss. Is it the TOC or Trainline. I suspect it is the TOC because you paid Trainline and they refunded you. It would be the party who sustained the loss who would have to take action against you and that would require the TOC be informed by Trainline what has occurred.

 

[randyrippley]

Following whats been said in this thread I can just imagine the TOC's revenue protection team now searching for anyone in the OP's area who's recently had the refund button removed.
The OP probably wouldn't be difficult to ID given he states his location on his profile

 

[timj1785859]

Trainline is a ticket retailer (an intermediary) not a Train Operating Company which makes matters more difficult to assess. Trainline do not have any powers to issue a fine. AFAIK Trainline have not taken action (eg asking you to make good losses) in such circumstances before.

They may of course refer the matter to the TOC who could then decide to take action but we have not heard of this happening before. Theoretically the TOC would have up to 6 months to place the matter before a court.

I think there is a reasonable chance that this is a well aimed shot across the bows without any further action being taken. As others have suggested ensure that you do not do anything else which brings you back to their attention.

EDIT Part of the problem is we (the forum) do not know who actually has sustained the loss. Is it the TOC or Trainline. I suspect it is the TOC because you paid Trainline and they refunded you. It would be the party who sustained the loss who would have to take action against you and that would require the TOC be informed by Trainline what has occurred.

The main refunds were on cross country services I don’t know whether that helps, thanks for the replies guys this is really helpful so thanks a lot, I hope this all is the case ovbs you can never guarantee anything but hopefully it leads to nothing and I’ll keep my head down for now and hope it blows over.
I refunded on Trainline so I don’t know who inccurs the losses on that circumstance?

 

[Haywain]

I refunded on Trainline so I don’t know who inccurs the losses on that circumstance?

The train operator loses the fare revenue, and Trainline lose their commission.