Trainpal - train cancellation part of the journey

Ivrytwr3

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?

MSE_James

What is the ticket type? Please give as precise details as possible.  How much did it cost?

Ivrytwr3

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

Have you asked East Midlands Railway what your son should do, as it's their train that has been cancelled?

Ivrytwr3

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

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

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

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.

OldWilliam

I would never buy train tickets via TrainPal. Have you read the "fine print" in the terms and conditions? You will be unable to enforce any of your legal rights in the case of any dispute because the company is not based in the UK - so you cannot use the legal claims process appropriate to your local jurisdiction (the County Court in England & Wales or the Sheriff Court in Scotland), and you agree in their terms and conditions at paragraph 15.1 that:

"These Terms of use, their subject matter and their formation, are governed by Hong Kong law. You and we both agree that the courts of Hong Kong will have exclusive jurisdiction over any disputes in relation to
these Terms."

Enjoy your trip to Hong Kong if you have any dispute! 😁