Navigating Train Refunds: A Frustrating Experience with Cancelled Services
Public transportation can sometimes be a hassle, especially when unexpected cancellations disrupt your travel plans. Recently, I faced a tricky situation that many commuters might find familiar.
I had booked an Advance Single ticket to travel from Peterborough to King’s Cross through Trainline. Unfortunately, on the day of travel, I found out that my train had been cancelled. Upon checking Trainline’s website, I discovered that while Advance Singles are typically eligible for refunds for cancelled services, the refund must be processed through the train operator’s website— in this case, LNER.
However, when I reached out to LNER for assistance, they directed me back to Trainline, stating that because I had purchased my ticket through them, any refund requests would need to be initiated with Trainline. This back-and-forth left me in a frustrating limbo, particularly since I had already managed to file a Delay Repay claim for a different segment of my journey with EMR, which was also impacted by cancellations.
I felt stuck. Trainline refused to issue a refund directly for my Advance Single ticket, leading to my bewilderment over the next steps. The situation felt like a classic catch-22: LNER wouldn’t process my refund since I didn’t buy the ticket from them, and Trainline wouldn’t assist either. As the ticket was only £15, it wasn’t a matter of breaking the bank, but it was certainly a sum worth reclaiming.
After sharing my plight online and receiving some tips from the community, I decided to reach out to Trainline’s customer service via live chat. To my relief, they were able to help me secure my refund after a brief conversation!
If you find yourself in a similar situation with a train cancellation, my advice is to keep advocating for your ticket refund, utilize live chat options, and be persistent. Sometimes, the right resolution just requires a little extra effort. Safe travels, everyone!