Trainline not giving full refund

razamakaz

Hi. My friend who is disabled was travelling to see me next week and had her ticket booked. She lives in London. After today’s news that people in London have been raised to Tier 2 and cannot visit other households she has had to cancel her visit for now. She called Trainline and they have refunded her less than 50% of her ticket as they have taken off £10 for an admin fee. 

She is on minimum wage and cannot afford to lose that money plus if it’s a government requirement surely she should get a full refund?

She tried to complain and Trainline said she needs to contact GWR.  She did that and GWR said she needs to go back to Trainline.  She is getting fobbed off by both. 

Is there anyone that can sort this for her as it’s totally outrageous she should be out of pocket with Covid rule changes since booking. 

Thank you xx

nilanteh

Unfortunately not much you can do. I assume the ticket was booked after the pandemic which means there was always a risk we could end up back here again. Perhaps you could still make use of the ticket but meet outdoors as that’s still permitted

mattyprice4004

No, she's not entitled to the admin fee back - the Government put the rules in place, so ask them for the refund if you feel so inclined.

The Trainline have done nothing wrong, and didn't impose the rules; so they're entitled to be paid for the work they did and admin in refunding the ticket etc. It's likely the train operator will also charge them for the refund itself, so not fair they're out of pocket.

Sorry.

[Deleted User]

Well if taking £10 off her original ticket makes her refund less than half, must mean her original ticket was what? £25?  Really? 

Caz3121

direct from GWR https://www.gwr.com/help-and-support/refunds-and-compensation/unused-ticket-refunds
the £10 fee will be waived if the train is cancelled or delayed

Alan_Bowen

And it is also a lesson not to use the Trainline, they have fees to book and fees to cancel. Always book with the rail company itself

Neil49

It is clearly stated in the Trainline terms and conditions.
End of story. 

sheramber

If she came to visit you she would not have the money. In fact she would have less money as sh has had a part refund. 
So how can she not afford to lose it?

Hasbeen

Why do people still insist on using Trainline is beyond me !  Nothing to do with the train company!
Book with the relevant TOC.  

adamp87

Hasbeen said:

Why do people still insist on using Trainline is beyond me !  Nothing to do with the train company!
Book with the relevant TOC.  

Why? It’s exactly the same policy (£10 fee) for LNER, transpennie.. etc 

[Deleted User]

sheramber said:

If she came to visit you she would not have the money. In fact she would have less money as sh has had a part refund. 
So how can she not afford to lose it?

Absolutely Sheramber,  Cannot afford to lose and not wanting to lose are two different things.  People who say they cannot afford to lose have actually spent it so they can actually afford it!    Otherwise they couldn't  have spent it in first place.