Trainline admin fee - WFH

cwilk3

I am due to start a new job on Monday 13th December so like a keen bean booked my day return train ticket in advance via Trainline - prior to the Governments guidance to WFH.

My employer has now advised that I don't need to go into work on Monday but asked if I could go in on Wednesday 15th instead to collect my laptop (as it's a quieter day in the office). I said that this was fine and assumed that I could just amend or get a refund on my train ticket - but apparently not.

I contacted Trainline via phone this morning to explain the situation and asked if my ticket could be moved from Monday 13th to Wednesday 15th, but they said that this wasn't possible (despite them being the same price). They then said it was possible to get a refund but I would be charged a £7.50 admin fee - despite the total cost of the ticket being £12. It seemed wrong to me so I asked if this could be double-checked. They put me on hold and advised the same thing. As I was out at the time, I decided to ring back to see if they had misheard or if I hadn't explained the situation properly, but I got the same response. 

Both times I was told that they hadn't been given any information guidance from National Rail regarding the new government guidelines, so they could only go off their usual terms and conditions. I then rang National Rail, who asked me for my ticket type, booking provider, dates etc. and reassured me that it's government policy that I do not need to pay any admin fee and that I can get a ticket change or refund. He told me to ring back Trainline again and explain that I'd spoken to National Rail. I did as advised by Trainline are still saying that they are following their usual terms and conditions and are unable to change my ticket or provide me with a refund (without an admin fee).

It doesn't seem right that I feel out of pocket because government guidance has changed to work from home if you can. Can anyone confirm if this above is correct or how I go about challenging it?

I apricate that it isn't a lot of money and worse things are going on in the world right now, but it doesn't seem right that Trainline is trying to gain from this situation - some people couldn't just pay an admin fee and/or buy a new train ticket.

RoisinDove

Yes, it is. I've got exactly the same issue - booked a ticket and then guidance change and it became useless. I'm getting really sick and tired of living here...feels like we're exploited left, right and centre. 

elsien

The fees are in trainlines terms and conditions.

https://support.thetrainline.com/en/support/solutions/articles/78000000551-tiered-refund-and-exchange-fee

What National Rail would do is irrelevant. Government policy isn’t law and it’s up to each company how they deal with it. 

The NR advisor was not in a position to say what Trainline would or wouldn’t do because he doesn’t work for them. 

Going  through a third party always adds an unnecessary layer of complication. 

Next time book directly with the train operator.

CKhalvashi

Unfortunately you've purchased through an agent and not the train company, paying more in the process (the same tickets are available for free on the National Rail website).

As with flights, agencies are to be avoided as they charge unnecessary fees to make their money. They don't buy tickets cheaper than you can.

maisie_cat

You haven't lost anything though, you still get paid for the day and get a couple of hours back by not having to commute. Like cheap airfares, cheap train tickets are a risk in the current climate.

mattyprice4004

You’re bound by their terms, and if these say there’s an admin fee then that’s that. 

cwilk3

RoisinDove said:

Yes, it is. I've got exactly the same issue - booked a ticket and then guidance change and it became useless. I'm getting really sick and tired of living here...feels like we're exploited left, right and centre. 

Thanks for your reply and I'm sorry to hear that you're in a similar situation - it is very frustrating!

Have you tried speaking to anyone face-to-face? National Rail said that staff at the train station would also be able to change my ticket (although based on other peoples replies to this post, I doubt if that is true either!). Unfortunately, I am not planning to visit a train station before Monday, and after this time, my ticket will no longer be valid.

CKhalvashi

cwilk3 said:

RoisinDove said:

Yes, it is. I've got exactly the same issue - booked a ticket and then guidance change and it became useless. I'm getting really sick and tired of living here...feels like we're exploited left, right and centre. 

Thanks for your reply and I'm sorry to hear that you're in a similar situation - it is very frustrating!

Have you tried speaking to anyone face-to-face? National Rail said that staff at the train station would also be able to change my ticket (although based on other peoples replies to this post, I doubt if that is true either!). Unfortunately, I am not planning to visit a train station before Monday, and after this time, my ticket will no longer be valid.

If you're within walking distance, it may be worth a walk down. The staff in my local station are helpful and knowledgeable so may be able to do something to help.

That said, I can't guarantee this.

cwilk3

mattyprice4004 said:

You’re bound by their terms, and if these say there’s an admin fee then that’s that. 

Previously the Trainline had changed its terms to allow customers to change tickets without an admin fee if there was disruption due to Covid. As restrictions are still in place, I assumed these same terms would cover my ticket, but according to their website (which I have now double checked), it says "Since Monday 7th September 2020 pre-COVID ticket conditions and fees have been reintroduced." It is ludicrous to charge customers for something out of their control.

CKhalvashi

cwilk3 said:

mattyprice4004 said:

You’re bound by their terms, and if these say there’s an admin fee then that’s that. 

Previously the Trainline had changed its terms to allow customers to change tickets without an admin fee if there was disruption due to Covid. As restrictions are still in place, I assumed these same terms would cover my ticket, but according to their website (which I have now double checked), it says "Since Monday 7th September 2020 pre-COVID ticket conditions and fees have been reintroduced." It is ludicrous to charge customers for something out of their control.

That's a commercial decision that your booking agent has made.

You had the availability to purchase the same tickets with full flexibility and no admin fee directly from the operating train company and made the choice not to do so.

mattyprice4004

cwilk3 said:

mattyprice4004 said:

You’re bound by their terms, and if these say there’s an admin fee then that’s that. 

Previously the Trainline had changed its terms to allow customers to change tickets without an admin fee if there was disruption due to Covid. As restrictions are still in place, I assumed these same terms would cover my ticket, but according to their website (which I have now double checked), it says "Since Monday 7th September 2020 pre-COVID ticket conditions and fees have been reintroduced." It is ludicrous to charge customers for something out of their control.

It’s really not - it’s a business decision and you need to check these things before you book, even if previously there had been an exception. 

I’ve highlighted the important word in your post.  

Last year I lost a chunk with an airline for a similar reason - the flight wasn’t cancelled but I couldn’t enter the country I was going to fly to. 

At the end of the day it wasn’t the booking agent’s decision to alter your work plans, your employer did that.