Transport User Voice – November 2021 – Ping trouble and Railcard woes

29 October 2021

Our work to help passengers

The big code issue

Ms Q bought a Two Together Railcard on her mobile phone but the code that she was issued didn’t work meaning she couldn’t upload the railcard. She contacted the helpline to discuss the matter but found she was making no progress with no phone calls being returned.

Ms Q contacted Transport Focus for help. We investigated, with the help of National Rail Enquiries, and discovered that the code sent was for a Family and Friends option rather than the Two Together option which matched the railcard purchased. The issue was then considered resolved.

The dreaded ‘ping’

Mrs B bought tickets on Trainline which she was unable to use as she had been ‘pinged’ by the Covid app. She was charged a £10 admin fee when she requested a refund which she understandably wasn’t happy about.

After an appeal by Transport Focus, Trainline agreed to refund the £10 as a goodwill gesture due to her personal circumstances. However, Trainline stressed that there was no industry guidance on the matter.

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