Refunds for Hull Trains Strike Cancellations

[johnny_t]

My son has been caught up with all of the industrial action on Hull Trains yesterday. For 'reasons', he had bought two different tickets - a single ticket on the 1348 from Kings Cross to Selby, and also a Return ticket that was coming out on the 1548 Kings Cross to Selby and going back tomorrow (Sunday 15th). Both of these outward journeys were cancelled, and Hull Trains said that you could either refund, travel on another train (the only one of the day being the 1848 which, presumably would have been packed), or travel on another day (which was no good). In the end, he ended up buying yet another (LNER) ticket from Kings Cross to York, where I picked him up. The intention was to then use the return portion, though that has also now been cancelled, but let's deal with one problem at a time.

At the moment, he is trying to get a refund for his 1348 single. Hull Trains says to contact the point of purchase, and, predictably, Trainline says to contact Hull Trains. I have advised him to just screenshot both and do a chargeback via the bank, but is there a better way ?

 

[_toommm_]

As the train was cancelled, he'd need to claim from his point of purchase, so in this case, trainline.

 

[johnny_t]

As the train was cancelled, he'd need to claim from his point of purchase, so in this case, trainline.

That would seem the obvious path but (from the very brief look at him clicking on the Trainline app), you click on 'my train has been cancelled' and it just tells you to go back to the operator and won't let you go any further.

 

[AlterEgo]

Trainline are responsible for the refund but weasel their way around it by suggesting everything has to go through delay repay. Contact their customer services.

 

[_toommm_]

That would seem the obvious path but (from the very brief look at him clicking on the Trainline app), you click on 'my train has been cancelled' and it just tells you to go back to the operator and won't let you go any further.

They're normally fairly helpful on Twitter/X if you have that.

 

[KT550]

I had a Hull Trains cancellation a few weeks ago.
Their website said they'd pay for the replacement ticket costs if the alternative HT service wasn't suitable.

It was actually just the additional cost and claim refund for the original ticket, so end result the same.

 

[Starmill]

That would seem the obvious path but (from the very brief look at him clicking on the Trainline app), you click on 'my train has been cancelled' and it just tells you to go back to the operator and won't let you go any further.

Press Account, then Help & FAQ, then Contact customer support then Rail travel in the UK.

Be sure to explain that the ticket wasn't used as a result of the train being cancelled. They'll likely just pay up.

 

[johnny_t]

Thanks all. I've pointed him in the right direction...

 

[WesternLancer]

Thanks all. I've pointed him in the right direction...

My advice is to in future withdraw your business from Trainline as they are trying to get out of their obligation to pay a refund they are required to pay. I’m sure this is probably to avoid losing their sales commission or some such.

There are plenty of other better ticket retailers.