URGENT: Trainline ticket refunds

level200

Hi Guys

Whilst planning my wifes 40 th birthday trip to London I booked and paid for our train tickets via Trainline, after consultimg with my wife she suggested that we go the weekend after as its payday I agreed and then changed the booking but had to pay again and send in the tickets to the refund department to get a refund. I sent the old tickets off to address given and waited the 10 days that they suggested it would take. Still no refund in my account so after 15 days I called the help line and spoke to a very snotty woman who said that they have not recieved the tickets and that i cannot get a refund until they do!!!!

I then left it another week and phoned again and still the tickets are not there!!! not the old tickets are for the 19th March and the new tickets are for the 26th March. Surely they can just cancel the tickets without actually having the tickets. The tickets cost me £93 and i'm now overdrawn on my account as paying for the replacements pushed my account very low.

Please advise on my rights, I have all the booking references and dates required but they still say that they need the actual tickets. I know that i should have sent them recorded delivery but i just didnt think i would have a problem.

Cheers for any help
John

voiceofreason

This maybe isn't as urgent an issue as the thread subject would suggest.

That said - I think you're SOL on this one, matey. If they need the tickets to administer the refund - and to be fair, how would you suggest they "cancel the tickets without actually having the tickets", given that most rail companies' ticket-checking procedures largely consist of one old geezer with a hole-punch?

Nothing really you can do here - learn the lesson about recorded delivery is about all you can do! Still, hope the tickets turn up there soon after all - good luck

level200

It is for me, i'm overdrawn now as I havent had the refund.

Anyhow can we stick with the original question please

bingo_bango

level200 wrote: »

Surely they can just cancel the tickets without actually having the tickets.

Why would they. If they assume that you are trying it on here, then you would have a refund, and just use the tickets anyway. They are never going to agree to that. If you were in their shoes, would you pay out?

They have fulfilled their contractual obligations here. There is no legal recourse that you can take with Trainline.

You MIGHT be able to make a claim against Royal Mail, but as you didn't send RD that will be a maximum of £32(?). You will need to check the RM terms to see if they cover tickets, but I have a feeling that tickets are treated the same way as cash and therefore probably not covered.

Perhaps not the news you wanted, but that is the way it is I'm afraid.

level200

HI Guys

I have just phoned them up again and after an argument they will be giving me a discretionary full refund with out the tickets.

Note you all, dont be fobbed off!!

Cheers for the advice recieved
John

voiceofreason

Good for you - well done for persisting

missymugwump

To be fair to OP who should have sent recorded ,trainline help are rubbish I had to made an enquiry...note "an enquiry" about possibly changing a booking I had made
The guy hardly spoke English I speak plainly & clearly (i'm a training manager its my job to be understood) I asked politely if I may speak with someone else as he seemed confused
He said dont worry I have cancelled your booking !!!!!!

I only asked if there was a fee payable if I decided I may have to alter my train booking

Nightmare sorting it out,you had more luck than me
I will NEVER use trainline again EVER

KeithP

Why do people use the trainline?

Buy your tickets from a train operating company and avoid the trainline's fees.
Same for raileasy.

level200

Spoke too soon, just checked my bank and i have had a refund from trainline but instead of the £93 that I paid for the tickets I have recieved £9.63!!!!!!

Are these guys for real!!!! I hate indian call centers so much

level200

Well I called again this morning and was told that there would be an admin charge of £10. I understood this as the trainline website stated this. But.... he then continued to tell me that the £10 admin fee applies to each ticket going out and return per person!!!!

So after spending the original £93 for 2 adults and 1 child return to london they are taking a total of £60 admin charge off me £30 going out and £30 return.

Can this be right, its daylight robbery :mad:

level200

Anyone else had this problem with refund admin charge?