Transport User Voice July 2024 – Helping passengers

05 July 2024

Refund refusal resolved

Mr R booked a return trip for two people with Trainpal. When the outbound journey was cancelled, Trainpal refused to refund the return portion of the journey stating that the tickets could still be used. Mr R requested help from Transport Focus to appeal this decision.  Our caseworker contacted Trainpal and asked for their help in resolving the issue. Trainpal then offered to contact Mr R directly to organise the refund.

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