Trainline cancelled ticket without my consent and issued a 'refund' minus their

[philglaz]

Trainline cancelled ticket without my consent and issued a 'refund' minus their fees

Had an issue with a ticket I bought and rang the train company to change it (wanted to change the name on it)

The customer service agent raised the request and someone cancelled my ticket (after the call) instead and issued a 'refund' minus their fees

I had expressly stated I did not want it cancelled

I had to rebuy the ticket as still needed it and am now out the fees they deducted.

Raised it with train company but like talking to a brick wall.

Issued a chargeback and bank is denying claim as was within the company's t&C's.

Am I wrong? Should I go to ombudsman?

Edit: in England

 

[James H]

What type of ticket are we talking about?

Most GB tickets are not issued to named holders

 

[mdann52]

What type of ticket was it? An advance by any chance?

 

[philglaz]

What type of ticket was it? An advance by any chance?

Flexi season

== Doublepost prevention - post automatically merged: 20 Nov 2024 ==

What type of ticket are we talking about?

Most GB tickets are not issued to named holders

Flexi season

The issue isn't about who the named holder was - it's that Trainline cancelled it without a request

 

[Titfield]

I understand the point you are making (cancellation without consent). For the record flexi seasons are issued to a named passenger and the name can not be changed. This doesn't excuse Trainline for cancelling it without consent.

 

[AlterEgo]

I’m not sure you can change the name on a flexi season? Perhaps the “correct” procedure is to refund and rebook?

 

[island]

Season tickets cannot be changed or reassigned to another person, so the correct approach would have been to cancel it and reissue a new one.