The Trainline

Annemarie123

I purchased Advance tickets from The Trainline (which I now realise was a serious mistake) for travel from Abergavenny to London. The day before travelling, I checked train times and discovered that the time of my connection had changed, resulting in the journey taking half an hour longer. This was too late for us so I contacted The Trainline - resulting in a lengthy and expensive phone call, and being put on hold several times while the operator sought advice. Eventually, I was advised to book new tickets (at a cost of 54.95) and First Great Western would reimburse the cost. I was given the address of First Great Western, told to send a letter of explanation, together with the original, unused tickets and the receipt for the new tickets, which I duly did. First Great Western replied saying that The Trainline had no right to offer this advice, First Great Western staff were allowed to use their discretion in these cases and I would have been allowed to use the tickets on an earlier train. They placed the reponsibility for refund with The Trainline. A further expensive phonecall to TheTrainline followed and I was advised that the matter would be 'escalated'. I then received an email asking me to nominate a preferred time for callback. I have so far nominated three times, in three seperate emails and have received no acknowledgement and no response. I would greatly appreciate any advice on how to proceed.