Cancelled Train booked via TrainPal

outraged_

I booked my Eurostar tickets via TrainPal and just by chance now that the return train is cancelled, as TrainPal didn't notify me.

Eurostar says they can't do anything as I didn't book directly with TrainPal, but these are not being much better.

If I got to reschedule in the app, it all shows as sold out, even though they are not sold out at all if attempt to buy a new ticket.

TrainPal say they are "liaising with Eurostar" to find a solution.

Their solution is either offer me a full refund, which I don't want as my train there is fine, or then they are telling me to book a single return and they will refund the old one.

How is this fair, I booked in advance so it was much cheaper and now a single is more expensive than what I paid for a return.

I told them I want them to put me on a different train for free, but they aren't doing it.

Any ideas? I'm pretty anxious and annoyed!

Woodstok2000

Unfortunately this is what happens with third party booking agents.  You can sometimes save a few quid but when things go awry you're generally stuffed.

If you'd booked direct, Eurostar terms for cancellations are pretty good - you can either travel any time in the same class on the same route, or you can get an e-voucher (12 months) or you can get a refund. 

As you booked with TrainPal, you're subject to their terms and conditions.  You'd think they have the same options with Eurostar that you would have as an individual, but that's probably not the case as a Business to Business customer.   The T&Cs note that in the event of a cancellation, you get a refund and that's it.

In short, you're probably stuck but it's worth escalating things through their customer services if you can. If they still say no you could try challenging it further but it's going to be difficult.   They are registered in the Netherlands, but their terms note the application of Hong Kong law (who knows if this would stand up in court though), there's no phone option on their website, and the UK address is a serviced office building in Edinburgh so highly likely they don't have any UK presence in reality.

outraged_

Yes, I don't think the Hong Kong law would really apply in case of a relationship between them and a consumer in the UK, but I may be wrong.
Is it worth taking the risk and hoping Eurostar will just put me on a another train? Generally they are pretty good at their desk, but I don't know what happens when I booked through a third party.
Lesson learned, I knew this and always book direct. But Trainpal not just was cheaper, they also give you avios by booking through them, so very tempting.

Woodstok2000

I guess it depends what the cost is likely to be - you can pay more now to guarantee your return ticket, or you can try on the day at the desk and risk having to buy a ticket there (for even more) if they don't let you on.  My concern would be that regardless of how good their staff are, they may be prevented from getting you on the train by their ticketing system, but if the price difference isn't going to be massive I'd be tempted to turn up, plead ignorance and throw myself on their mercy.

The other thing to consider is your travel insurance - not sure it would be worth it for this depending on the cost/excess, but travel disruption cover might kick in since the ticketing agent can't provide you with a suitable alternative?

MyRealNameToo

outraged_ said:

Yes, I don't think the Hong Kong law would really apply in case of a relationship between them and a consumer in the UK, but I may be wrong.
Is it worth taking the risk and hoping Eurostar will just put me on a another train? Generally they are pretty good at their desk, but I don't know what happens when I booked through a third party.
Lesson learned, I knew this and always book direct. But Trainpal not just was cheaper, they also give you avios by booking through them, so very tempting.

Its not a straightforward thing to opine on but if they have no UK presence, which it sounds like they dont, then its likely they can chose a different legal jurisdiction. If it can be HK or if it should be Netherlands where they are registered is another point but both being outside the UK causes challenges with any recovery actions. 

Avios are great but Eurostar isnt typically that expensive and so whilst "every little helps" it's likely a relatively modest extra number of points for exposure to complexities if things go wrong. 

daveyjp

Some 'benefits' aren't worth chasing.  Trainpal is part of Trip.com and best avoided.