Transport User Voice – October 2021 – Missing ticket mystery

28 September 2021

Our casework successes

Mr A had been unable to use the two sets of tickets he bought from Trainline due to bad weather and service cancellations. He sent the tickets back but only one set was refunded as Trainline said it had received only one set.

Mr A came to Transport Focus for help. Our casework team appealed and asked Trainline to investigate further. Trainline said that although the second set of tickets still couldn’t be found it would give a refund as a goodwill gesture as it was clear they hadn’t been used.


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