Trainpal - train cancellation part of the journey

My lad has booked a trip through trainpal:

Lancaster to Norwich this Sunday. The Manchester Picadilly to Peterborough East Midlands train has been cancelled for that leg of the journey. I understand that he could use his ticket for the next East Mids train, but there isn't one that day.

There is a train from Manchester Picadilly to Peterborough with a different trainline: 1339hrs getting into Peterborough at 1633hrs, so he could make his connection at Peterborough with his trailpal ticket.

Trainpal Telephone numbers do not work and not had a reply to their FB or whatsapp contact details yet.

I think his options are to speak to trainpal via the app and if they answer, see what they can do. Or he buys a new ticket for that part of the journey and look to get a refund from trainpal, if they refund.

Not really had experience of trainpal - anyone able to offer any advice?

Comments

  • MSE_James
    MSE_James Posts: 1,113
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    What is the ticket type? Please give as precise details as possible.  How much did it cost?
    Official MSE Forum Team member.
    Please report all problem posts to [email protected]
  • Ivrytwr3
    Ivrytwr3 Posts: 6,277
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    MSE_James said:
    What is the ticket type? Please give as precise details as possible.  How much did it cost?
    Advance single £87.80 return (16-25 railcard)
  • MSE_James
    MSE_James Posts: 1,113
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    Have you asked East Midlands Railway what your son should do, as it's their train that has been cancelled?
    Official MSE Forum Team member.
    Please report all problem posts to [email protected]
  • Ivrytwr3
    Ivrytwr3 Posts: 6,277
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    edited 1 December 2023 at 2:43PM
    MSE_James said:
    Have you asked East Midlands Railway what your son should do, as it's their train that has been cancelled?
    Yes, they said there are no EMR trains that day and i should speak to trainpal. I also don't have a booking ref number with EMR as it is through the trainpal app.
  • Ivrytwr3
    Ivrytwr3 Posts: 6,277
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    Spoke to EMR again - no alternative travel on the day. I can refund or travel the day before or day after. Which doesn't help this part was just a leg of a longer journey.

    Think he'll have to buy another ticket for that part.
  • daveyjp
    daveyjp Posts: 12,392
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    Cancel, get a refund for an abandoned journey and buy alternative tickets.  You can use Trainpal to work out which tickets you need if you are splitting, but buy them through a Train Operating Company website, far easier when there are problems, as you are finding out.
  • DJFearRoss
    DJFearRoss Posts: 93
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    Trainpal makes it very difficult to get refunds.  Their app refund part strangely doesn't work to enable you to send photos of your tickets.  hence you have to post the tickets and they require it is sent via a trackable service.  What annoys me is that they know my train was canceled (their own app stats it) but they still ask me 20 questions.
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