Trainline won't refund advance ticket

efc67

Hi
I bought an advance return in Feb for travel at the end of March (27th). In mid March I was told my trains were cancelled due to covid and that I should claim a refund. I claimed and received a reply saying I would he refunded. Since then I haven't been refunded and it now says my claim was unsuccessful. 
I know advance tickets are not normally refundable but I thought that changed for Covid and in any case they cancelled the train I didnt just not travel. 
Am I fighting a lost cause?
Dave

pinkladyvenus

Alibaba_48 said:

Trainline train travel to Manchester Piccadilly (April 20th) .... Initially I contacted Trainline and they said they operated a no refund policy. A few days later it stated in My Account that I could now apply for a refund but needed to return tickets by post  (as by ordered post), so I sent back as requested. I could not send by registered post (recommended) as the post offices locally were closed.  Subsequently, I received an email saying that the train service was cancelled and to cut up the tickets and photograph and email photograph. Clearly I can't do this as I had already returned tickets so I wrote in explaining I had already returned.  They have just emailed to say that they will not refund without picture even though the tickets are advance first class so can't be used on any other service and they have cancelled the service.  Shame on you, Trainline!

have you tried contacting the rail ombudsman

TTurtle

I was due to travel to London with my family for the marathon last month. They cancelled the train due to COVID. I was waiting for the refund and due to everything currently going on, I missed the one email that said I had to actually claim a refund before the time of the original departure. Surely if they cancel something I have bought then they should just refund me and not put a time limit on it?!?!  Is it worth chasing?

TTurtle

TTurtle said:

I was due to travel to London with my family for the marathon last month. They cancelled the train due to COVID. I was waiting for the refund and due to everything currently going on, I missed the one email that said I had to actually claim a refund before the time of the original departure. Surely if they cancel something I have bought then they should just refund me and not put a time limit on it?!?!  Is it worth chasing?

Good news is I filled in the online claim and received notification of a refund within hours. Will take 5 days to get to my account.