Trainline warning - duplicate debits

sue_marie

I booked some tickets via Trainline on Saturday. During the booking process I started to complete the Payment page then realised I'd made an error with one of the journeys so clicked the Back button, removed the wrong journey and added the correct one. I then completed the payment details and paid £158.60. Yesterday, I got an email from the Trainline saying that my refund request was successful and would be paid within three days. As I hadn't requested a refund (and had made the journeys) I checked my bank account and saw that two payments of £158.60 to the Trainline had been debited. I emailed to ask how this duplicate payment occurred and was given an answer which made it clear that the sender hadn't fully understood my English. I replied and then received a phone call from someone who eventually admitted that there had been a 'systems fault' which caused many other people to make duplicate payments. This could well mean that some will unwittingly go overdrawn, others may face hardship. I assume that the Trainline will, as in my case, automatically initiate the refund process but that's not guaranteed and not really the point. I'll be using one of their rivals for my cheap tickets (and no booking fee) in future.

wealdroam

sue_marie wrote: »

I'll be using one of their rivals for my cheap tickets (and no booking fee) in future.

And that sentence makes one wonder why you used them in the first place?

sue_marie

wealdroam wrote: »

And that sentence makes one wonder why you used them in the first place?

I know, it seems crazy but there was method in my madness. I always check them all for the best price and this time TL was quite a lot cheaper even with £1.50 booking fee.

wealdroam

sue_marie wrote: »

I know, it seems crazy but there was method in my madness. I always check them all for the best price and this time TL was quite a lot cheaper even with £1.50 booking fee.

Unbelievable.

I have never known ticket prices from them to be less than buying direct from a train operating company.

Voyager2002

wealdroam wrote: »

Unbelievable.

I have never known ticket prices from them to be less than buying direct from a train operating company.

Some TOC websites are easier to search than others, so it is possible that the lowest fares were visible on Trainline but not on other sites searched.