Transport User Voice September 2023 – Helping passengers

31 August 2023

Cancellation confusion and refund remedy

Cancellation confusion

Mr M received an email from the Trainline advising part of his journey with Grand Central had been cancelled. Mr M hadn’t kept his tickets and was unable to claim a refund. Following an appeal by Transport Focus, Trainline agreed to refund the cost of the tickets as a goodwill gesture. The gesture was made as the cancellation of the train was outside of Mr M’s control and it wasn’t clear that all tickets documents needed to be retained for a refund.

Refund remedy

Mr T purchased tickets which they were unable to use because of industrial action so he sent tickets back to the Trainline but hadn’t received his refund. Transport Focus asked the Trainline to check on Mr T’s request and they confirmed refund was already processed. They also agreed to make add an additional sum as a goodwill gesture due to the time taken.

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