Trainline - Request for Partial Refund

[movingharvest]

Hi,

I purchased an anytime day return journey paper ticket from A to B.

I travelled from A to B and used the outward portion of the paper ticket.

I did not use the return portion as I travelled the next day buying a single e-ticket from B to A.

I had attempted to claim a refund using the Trainline app as I had not used the return portion of the anytime day return paper ticket.
As I was claiming this refund on the app, there was only the option to claim a full refund. I think for the refund reason I had selected because "one / more of the tickets were unused". I assumed that when selecting this, at some point in the process Trainline would allow me to claim for a partial refund, however I was wrong.

After the refund was initated, I realised that this was indeed for a full refund. As a result, I contacted Trainline the same day and informed them that I wanted to change the refund request to just the return portion and not the whole journey. They informed me that even if I returned the tickets in the post, they would not process the refund as per the ticket's T&Cs. Therefore, I did not post the tickets back to them and disposed off them.

Based on the above actions, I am worried that it may look as though I was trying to fradulently claim a refund on the full ticket, particularly as there was a message on screen at the time which said it is an offence to claim a refund for a used ticket. However, I was only trying to claim a refund on the return portion and so reached out to Trainline afterwards to correct this. I did retain a copy of the conversation with Trainline. Am I overthinking here?

 

[z444z]

Am I overthinking here?

Yes

 

[Hadders]

Is this a one-off or something you’ve done regularly?

 

[movingharvest]

Is this a one-off or something you’ve done regularly?

This is the first-time I have ever tried to obtain a partial refund on a return ticket.

I have checked my account and there is one instance of where I had a "failed refund" with trainline on a refund request for a paper ticket. This was when the train was delayed and I had to buy a new ticket as a result. However, I'm assuming that this refund failed as I was probably meant to claim delay and repay.

 

[WesternLancer]

Hi,

I purchased an anytime day return journey paper ticket from A to B.

I travelled from A to B and used the outward portion of the paper ticket.

I did not use the return portion as I travelled the next day buying a single e-ticket from B to A.

I had attempted to claim a refund using the Trainline app as I had not used the return portion of the anytime day return paper ticket.
As I was claiming this refund on the app, there was only the option to claim a full refund. I think for the refund reason I had selected because "one / more of the tickets were unused". I assumed that when selecting this, at some point in the process Trainline would allow me to claim for a partial refund, however I was wrong.

After the refund was initated, I realised that this was indeed for a full refund. As a result, I contacted Trainline the same day and informed them that I wanted to change the refund request to just the return portion and not the whole journey. They informed me that even if I returned the tickets in the post, they would not process the refund as per the ticket's T&Cs. Therefore, I did not post the tickets back to them and disposed off them.

Based on the above actions, I am worried that it may look as though I was trying to fradulently claim a refund on the full ticket, particularly as there was a message on screen at the time which said it is an offence to claim a refund for a used ticket. However, I was only trying to claim a refund on the return portion and so reached out to Trainline afterwards to correct this. I did retain a copy of the conversation with Trainline. Am I overthinking here?

I’m not sure that tickets sold as returns eg day returns where the cost of a return isn’t much more than the cost of a single have a ‘return portion’ that is refundable.

I’m sure someone here will know if I’m wrong or right about that however.

 

[Watershed]

I’m not sure that tickets sold as returns eg day returns where the cost of a return isn’t much more than the cost of a single have a ‘return portion’ that is refundable.

I’m sure someone here will know if I’m wrong or right about that however.

The return portion is refundable in theory, but often no refund will be possible because of the fact that the difference between the return and the cost of an equivalent single is less than the admin fee (capped at £5).

 

[movingharvest]

The return portion is refundable in theory, but often no refund will be possible because of the fact that the difference between the return and the cost of an equivalent single is less than the admin fee (capped at £5).

I see. That's probably the reason why they said if I return the tickets I wouldn't be refunded anyway.

Whilst I didn't get any money back from Trainline, do you think it is going to be an issue that I incorrectly raised a full refund request instead of a partial refund request?

I've just realised that Trainline do ask customers to contact them if they want a partial refund, as these are not available online: https://support.thetrainline.com/en...78000000453-can-part-of-a-ticket-be-refunded-

 

[z444z]

do you think it is going to be an issue that I incorrectly raised a full refund request instead of a partial refund request?

Given that no amount was ever refunded (if I’ve understood this correctly), no.

 

[movingharvest]

Given that no amount was ever refunded (if I’ve understood this correctly), no.

Yes – no amount has been refunded nor will it be as I have disposed off the paper tickets so won't be returning them.

 

[z444z]

Yes – no amount has been refunded nor will it be as I have disposed off the paper tickets so won't be returning them.

You’ll be absolutely fine.

 

[WesternLancer]

This is the first-time I have ever tried to obtain a partial refund on a return ticket.

I have checked my account and there is one instance of where I had a "failed refund" with trainline on a refund request for a paper ticket. This was when the train was delayed and I had to buy a new ticket as a result. However, I'm assuming that this refund failed as I was probably meant to claim delay and repay.

No. Delayed train means a full refund is permitted from retailer if opt not to travel using that ticket (so buying another ticket would mean a full refund is permitted)

But if you had used it and were then delayed you should claim delay repay from the train operator that caused the delay. Not from the retailer of the ticket.

 

[Mcr Warrior]

I purchased an anytime day return journey paper ticket from A to B.

What were stations A and B?

 

[island]

Was the ticket purchased before or after 23•NOV•25? If after, a refund can't be claimed based on the new NRCOT.

 

[furlong]

Was the ticket purchased before or after 23•NOV•25? If after, a refund can't be claimed based on the new NRCOT.

Are you sure?

29.Refunds on Tickets Which You Have Chosen Not to Use or Have Been Part-used
29.1If you purchase any Ticket(s) and then choose not to travel, you may apply for a refund from the original retailer, unless the terms and conditions of your Ticket(s) state otherwise. You must do this no more than 28 days after the expiry of the Ticket(s) unless the terms and conditions of your Ticket state otherwise.
29.2In such cases, a deduction from your refund in the case of part-used Tickets will normally be calculated on the cost of the journey(s) actually made. An administration charge may also be made, which will not exceed £5 per Ticket (£10 per Ticket in the case of Season Tickets, as set out in Part G); however, if the administrative charge and/or other deductions exceed the refund amount no refund will be payable. If a delay or cancellation on any leg of your journey is the reason you could not complete your journey, you are entitled to a full refund on any Tickets held for that journey under Condition 30.1.

 

[island]

I could have sworn I read that it changed in the most recent NRCOT so that a refund where a passenger chooses not to travel would have to be requested before the ticket becomes valid, but it seems not. Never mind...

 

[furlong]

I could have sworn I read that it changed in the most recent NRCOT so that a refund where a passenger chooses not to travel would have to be requested before the ticket becomes valid, but it seems not. Never mind...

That was a proposed change that may come into effect in a future version, but wasn't included in the November update (because, we're told, of the implications on retailer computer systems which take time to be changed). I'd hope though it's rejected for more fundamental reasons (or tweaked in ways people here suggested to target the abuse rather than legitimate use).

 

[Watershed]

Unfortunately I wouldn't be too hopeful on that front. Public opposition is the strongest tool against any such changes.

 

[Egg Centric]

Public opposition is the strongest tool against any such changes.

I'd love to think that, but I suspect Trainline opposition would have more effect sadly.