Transport User Voice March 2024 – Helping passengers

29 February 2024

Railcard refund and notification dispute 

Railcard refund 

After the death of her husband, Mrs C wanted a partial refund for her Two Together Railcard to help her pay for a new Senior Railcard. After months of trying to resolve it herself with Trainline, she came to Transport Focus for help.

Although the refund had been requested after the 30-day timeframe, we asked for discretion due to the distressing circumstances she was facing. Trainline agreed and provided Mrs C with vouchers for her new Railcard. Mrs C was very happy with this outcome.

Notification dispute 

Mr L received a notification that his Railcard had expired which prompted him to renew it. However, he then realised that the notification was incorrect and that his current Railcard was valid for another year.

Mr L requested a refund for the new one, but this was declined by Railcards who cited the relevant terms and conditions. Following intervention by a Transport Focus caseworker, we argued that the Railcard system had incorrectly prompted Mr L to renew his card. Railcards agreed and have issued a refund for the duplicate card.


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