Train cancellation using trainline

cmark0612

Does anyone have any advice on getting a full refund when the train service is cancelled and there is no alternative train available? I booked a return ticket 4 days ago (5th), the company reintroduced it’s £10 refund charge (admin fee) on the 7th and then cancelled the train on the 9th. I can’t see why I should be charged for a service that wasn’t provided - other sectors can’t keep your money if they don’t provide the goods. I paid in credit card and was tempted to try and stop the payment as it’s only been 4 days but was unsure as to where I stand legally. Thanks in advance for any advice. 

sheramber

Have you  requested a refund?
Is the admin charge not only if you cancel, not if the train is cancelled

bradders1983

What is the service that has been cancelled? Usually this means you are able to take another around the same time at no extra cost or penalty.

cmark0612

sheramber said:

Have you  requested a refund?
Is the admin charge not only if you cancel, not if the train is cancelled

I haven’t requested yet as it’s automatically trying to take the £10 off. 

adamp87

Contact Trainline direct?

[Deleted User]

I suppose as Trainline are booking agents they reserve the right to charge an admin fee?  Have a look at the t’s and c’s.  You can challenge them if you think they are not entitled to a fee but may delay any refund at all and you will have to work out if you feel it is all worth it?   

Alan_Bowen

Never book using the Trainline, always book with the rail company itself, always the cheapest fare and usually very easy to get refunds

cmark0612

Tedber said:

I suppose as Trainline are booking agents they reserve the right to charge an admin fee?  Have a look at the t’s and c’s.  You can challenge them if you think they are not entitled to a fee but may delay any refund at all and you will have to work out if you feel it is all worth it?   

The terms and conditions aren’t clear that if they cancel you still have to pay admin fee - I had nderstood it as if I cancel I’d be penalised. 

Sooler

cmark0612 said:

I haven’t requested yet as it’s automatically trying to take the £10 off. 

Are you using the correct form?

https://support.thetrainline.com/en/support/solutions/articles/78000000497-my-train-was-cancelled-can-i-get-a-refund-