Transport User Voice December 2023 – Helping passengers

29 November 2023

Railcard delay resolved and refund success

Railcard delay resolved

Mr R bought a Railcard which had not arrived on time. As a result he had to purchase tickets for his journey at full price. Mr R was refused a partial refund from Railcards.

Transport Focus appealed and Railcards offered a partial refund of the difference in cost to Mr R.

Refund success

Mr G was travelling to Stowmarket via Cambridge but the first leg of his journey Liverpool Street was delayed prevented Mr G using his through ticket for a connecting train.

Mr G approached the Trainline for a refund. After the Trainline refused a refund he was referred to Great Anglia who were responsible for the delay that resulted in the missed connection.

After some confusion with Trainline and the train operator, Transport Focus confirmed that as the journey was abandoned the refund needed to be issued by the retailer. The Trainline agreed and offered a full refund to Mr G.


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