Refund partially refused

[SmokeyJoe]

Recent train cancellation, due to strike action, caused me to apply for a full refund of my ticket from TrainPal. Ticket cost £55. I paid £50 by PalWallet and £5 by credit card. TrainPal have refunded the £5 but are refusing to refund the £50.

The £50 sitting in my PalWallet, was a competition prize awarded by TrainPal to me. It came with no terms and conditions except that I had to use the voucher within 3 months of being presented with it, which I did by buying the train ticket. Now they are refusing to offer me a refund of that portion of the tickets.

Their App terms do state that they do make refunds to the PalWallet.

So I am confused/annoyed/frustrated with TrainPal.

Legally, the train didnt run so I should be refunded 100% of my ticket but I am getting nowhere with their Customer Service email team and there is no-one to talk to. The Rail Ombudsman say they do not cover TrainPal.

Any suggestions?

Many thanks

 

[Mcr Warrior]

Can you not rebook for a different journey?

 

[SmokeyJoe]

Not really, as the £50 has in effect disappeared, TrainPal won't refund it back to me.

 

[Sleepy]

Then make sure you shame them on social media etc and/ or contact a newspaper's fix it person ?

 

[gray1404]

You are totally at the mercy of train pal customer services with regards to getting your voucher reinstated. Unfortunately they have a terrible reputation for customer service so I would not advise booking with them normally.

 

[yorkie]

Recent train cancellation, due to strike action, caused me to apply for a full refund of my ticket from TrainPal. Ticket cost £55. I paid £50 by PalWallet and £5 by credit card. TrainPal have refunded the £5 but are refusing to refund the £50.

The £50 sitting in my PalWallet, was a competition prize awarded by TrainPal to me. It came with no terms and conditions except that I had to use the voucher within 3 months of being presented with it, which I did by buying the train ticket. Now they are refusing to offer me a refund of that portion of the tickets.

Their App terms do state that they do make refunds to the PalWallet.

So I am confused/annoyed/frustrated with TrainPal.

Legally, the train didnt run so I should be refunded 100% of my ticket but I am getting nowhere with their Customer Service email team and there is no-one to talk to. The Rail Ombudsman say they do not cover TrainPal.

Any suggestions?

Many thanks

Any update on this?

 

[Ken_Ilworth]

Then make sure you shame them on social media etc and/ or contact a newspaper's fix it person ?

I think this is all you can do, sadly.. (stated after an experience about 2 years ago where I wanted a refund).

(I confess: I still use Trainpal occasionally. But only for "simple" journeys I know I will definitely make or are of very low value. They buy business by giving/selling money-off vouchers. But forget customer service: it's CTrip: they'll obfuscate then ignore you.)

 

[danm14]

According to their terms and conditions, TrainPal does appear to be a UK registered company - Trip Air Ticketing (UK) Ltd, company number 10811048, with a registered address at Floor 10, 70 St Mary Axe, London, EC3A 8BE.

Perhaps a Letter Before Action to the above address may focus the mind.