Help regarding thetrainline refund

ISmileOnTheTube

Hey, could anyone please give me some advice on how I could possibly proceed with this Trainline refund?

I booked 2x tickets LDN>York 2 weeks ago, they are for mid December. I noticed within 5 minutes of booking that it had added 1x 16-25 railcard instead of two. The cost of tickets was £37 (14.50+22) instead of £29. I googled and the FAQs on trainlines website state that although you can’t add a railcard after booking you can cancel and rebook the same tickets for a refund. I rang the trainline and was told I could do this.

I checked the tickets and it had the TICKET PRICE £37 with a blue cancel and refund option. No admin fees were apparent, so I proceeded and booked the new tickets for £29. From start to finish this whole process took less than 10 minutes.

Long story short, of the £37 only £29 was ‘refundable’, plus £7.50 and £10 admin fees for the two tickets.

So I’ve gone from £37 to £55 in an attempt to get down to £29. All following advice from their website and help line.

Just spent 20 minutes on hold/on phone with them and they say they appreciate my situation is silly but they have refunded the ticket once so it is out of their control.

Is their any way forward? Or do I just suck it up and avoid them in future, I’ve used them plenty in the past without a hitch.

Thanks.

agrinnall

You should avoid them in future anyway as they charge a fee that is not charged when buying from many other places. As for your refund, it'll depend on what their T&Cs say, if it looks like they should have refunded the full amount then you can try Transport Focus to see if they can advise, but in the end you may have to send a Letter Before Action and threaten them with Small Claims Court.


https://www.transportfocus.org.uk/advice-and-complaints/