Trainline Refunds - lack of

alan80E

I booked 2 journeys through Trainline both of which were disrupted by delay or lack of seating, in 1 case by 10.5 hours, and in both cases Trainline has said it is not responsible and referred me to the train operator. In both cases again the train operators have referred me back to Trainline. Catch 22!

James_Londoner

In the case of delay it correct that the train operator, not the retailer who sold you the ticket, deals with any compensation due (usually under the 'Delay Repay' banner). 

In the case of a seat not being available, it's unlikely that you have any recourse beyond a goodwill gesture from the operator involved, but you don't give enough detail to be able to give a more informed answer.

The refund mechanism via Trainline would be appropriate if you hadn't actually travelled (eg the trains were cancelled).

Sleepysophie

I have just recently had the same issue. When I contacted the train operator they replied with this statement "We have checked the ticket you are claiming for and our records show that this ticket was purchased at another retailer (TRAINLINE COM LIMITED). In line with the National Rail Conditions of Travel, you will need to request a refund from the original retailer. You will find contact details at one of the following links" However, the Trainline say I must contact the Operator? Its very frustrating. 

James_Londoner

@Sleepysophie - it hinges on your reason for seeking a refund. 

Did you make the journey? What actually happened?

Sleepysophie

@James_Londoner - It wasn't me - it was my son. He was returning from University. He was able to get on the train however, there were complications throughout the journey (I don't know what they were) but it resulted in him getting to his destination over 2 hours later than he should. His phone didn't work so I was stuck in the station for 2 plus hours waiting to pick him up. The information on the screen just said that the train was "cancelled" but he was on it. I presume it was cancelled for others to get onto? Anyway, the operator on the train kept announcing all tickets would be refunded for that journey and the tickets that his friends bought direct, were refunded however, because he bought his via The Trainline, they keep sending me back and forth and no one will refund. Its only for £19 (because I purchased a railcard for him at the same time and that reduced the ticket price) however, I feel its the principle now that no one is taking responsibility for this? 

James_Londoner

In that case it’s not technically a refund you need to be asking for. It’s Delay Repay compensation which should be claimed from the operator, not from Trainline. 

400ixl

As he was on the train and it was delayed then you are applying for DelayRepay, not a refund. Is this what you have claimed, or for a ticket refund (which would be for an unused ticket due to cancellation).

As it was over 120 minutes then he is entitled to 100% refund from the train operator. Search for delayrepay on the train operators website if you haven't gone down that route.

Take it also as a lesson learnt to always go through a train operator and not Trainline.

Sleepysophie

@400ixl Thank you for that. I wish that could have been explained to me when I first started the claim. The Trainline wanted to know everything so I told them exactly what I have described in my last comment. Why they couldn't have told me I need to be applying for a different type of compensation, is beyond me? I will never purchase trough Trainline again. I think there have been a total of 20 emails back and forth and most of them were requesting I converse with them through the email account registered in the App (which is my daughter's account) but she gave permission for me (from her email address) to communicate with them via my email. I'm not having a great time consumer wise atm. Having said that...
Openreach came today and told me they have fixed my broadband - apparently there was a corroded cable beneath a manhole or something? I just hope it lasts this time. (Apologies if it wasn't you I was communicating with about Openreach earlier in the week! - I think it was the same username?!) 

Sleepysophie

@James_Londoner Oh how I wish I had known that at the start! 
New claim going in tonight then. Thank you !!