Trainline unhelpful customer service

Fiona_McCall

I accidentally purchased the same ticket from Winchester to Oxford twice due to Trainline's confusing online booking system which kept losing my booking, yet still added it to the purchase at the end without my knowledge. I was promised a refund, sent the ticket stubs back by recorded delivery, but now they claim the relevant stubs have mysteriously disappeared from the envelope and refuse to refund me. The whole thing seems rather dubious to me; and I really don't understand why they can't refund me without them as this was clearly a computer error. All confirms what I previously suspected, that Trainline are to be avoided if at all possible. I only used them because the South-West trains booking system was not working properly at the time. And yet they claim they would 'really liked to have helped me' resolve this.

KeithP

Any of the train operation companies could have sold you those tickets.

Just because SWT wasn't available it doesn't mean you need to use a third party seller, like Trainline, which so often charge avoidable fees.

Sorry, I know this doesn't help resolve your immediate issue, but just something to keep in mind for the future.

jbuchanangb

What do you mean by "ticket stubs"? Do you mean tickets? How did you receive the tickets? Were they posted to you, or did you collect them from a ticket machine? Did you keep copies of the tickets which you sent to them?

However complicated the online purchase process might be there is always a point at which you get to look at the amount you are about to be charged and click OK. You clicked OK to pay double what you were expecting to pay, which is not the fault of the booking system.

martindow

Did you scan or take a photo of the tickets before you sent them?

DCFC79

So you didn't check the amount before you entered your card details.