Trainline not refunding as say paper tickets I returned not received

I’m really annoyed with Trainline’s attitude on this one, can anyone help please?
9/12/22 my return journey was severely disrupted by a connecting train being cancelled, I got an email to this effect a couple of hours before travelling.

There seemed to be a way round it leaving gig 70 mins early (not good) but in the event, I arrived at East Croydon to find the last train had departed a few mins before mine got in, and there were no more trains that night to my south coast destination.

I travelled to Brighton instead and had to wait close on 3hrs in sub zero temperatures until 3.30am next day for a normal bus home (not a rail replacement, just regular bus service.
Trainline initially said they would refund but I had to return paper tickets (cost £2.35) signed for.
I chased this yesterday as refund not processed and they said we never received the returned tickets.
I’ve searched my purse and handbag but can’t find the tracking receipt with the number anywhere so Trainline won’t do anything.

Surely the paper tickets are unimportant as they were only valid for that one journey and could not be used again at all.
the disruption to the return train service did exist as an alert and the tickets were collected at the station.
it’s not much money but I’m not happy to let it go, any help appreciated.

Comments

  • James_Londoner
    James_Londoner Posts: 54 Forumite
    First Anniversary First Post Name Dropper
    edited 11 January 2023 at 1:34PM
    If you used the ticket (at least in part) then it's not the vendor of the ticket (Trainline) that you should be pursuing, it's the operator of the train that caused you to be delayed.

    Delay Repay compensation (not technically a refund, which is what comes into play if you don't travel due to disruption or you have a refundable ticket that you don't end up needing) is the mechanism for dealing with a disrupted journey where the ticket has been used in part or fully.

    Have a look at the train operator's website (presumably Thameslink or Southern, which are both brands of the same company, GTR) and follow their Delay Repay instructions.

    Personally I wouldn't use Trainline, as if you buy a ticket from them before the day of travel they levy a booking fee which is completely avoidable by buying the same ticket at the same price from the app or website of any train operator.
    testing 123
  • KeithP
    KeithP Posts: 37,603 Forumite
    Name Dropper First Post First Anniversary
    Trainline initially said they would refund but I had to return paper tickets (cost £2.35) signed for.

    Surely the paper tickets are unimportant as they were only valid for that one journey and could not be used again at all.

    But those missing paper tickets could, as far as the Trainline are concerned, have already been refunded.

  • tealady
    tealady Posts: 3,742 Forumite
    Name Dropper First Post First Anniversary Mortgage-free Glee!
    Too late for you I know but if it happens again claim online.
    That would mean your sending a photo of the tickets, done it a few times myself. It's fairly easy.

    Find out who you are and do that on purpose (thanks to Owain Wyn Jones quoting Dolly Parton)
  • DullGreyGuy
    DullGreyGuy Posts: 10,333 Forumite
    First Post First Anniversary Name Dropper
    Trainline initially said they would refund but I had to return paper tickets (cost £2.35) signed for.
    I chased this yesterday as refund not processed and they said we never received the returned tickets.
    I’ve searched my purse and handbag but can’t find the tracking receipt with the number anywhere so Trainline won’t do anything.
    When did you post them?

    Obviously RM have issues at the moment and are prioritising parcels and Special Delivery. We just had 3 Xmas cards delivered yesterday that were posted well over a week before Xmas. 
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