Trainline

2.00 stars

16 Reviews

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Gill's complaint against Trainline

Gill Lyon

14/06/2018

Refund needed

Complaint against Trainline

I had booked tickets on disabled railcards to travel today from Birmingham New Street station on the 14.15 Glasgow train and was getting off at Edinburgh Waverley, the rtain showed on the boards as on time and the platform, all other virgin trains this morning had been cancelled due to trees on the railway lines due to high winds, I had to activate our tickets to get through the ticket barrier and down to the platform, however once on the platform there was an announcement that the 14.15 train was cancelled due to trees still laying across the line. I immediately went back to the virgin ticket office in the station and called the Trainline to explain that NO virgin trains were running today due to no access on the lines, I spoke to a guy called Shaik, I explained that I had to activate my mobile ticket to get through the ticket barrier he stated that was okay and said he had processed a refund, however we came home and I called the Trainline to confirm the refund had been processed to be told it had not! the female on the phone then stated that I wasnt eligible for a refund on our tickets as I had activated the tickets to travel to Edinburgh I explained the full situation again for her to tell me that she would send a request to the refund team and ask them if they would do a refund, I am legally entitled to a refund, it is through no fault of my own that virgin trains, or any trains for that matter have been cancelled due to trees on the lines! I am owe £164.90 in a refund it has cost me a further £10.40 on a taxi home its absolutely ridiculous! from now on I will never use the trainline again as this isnt the first time this has happened regarding refunds with this company and I will be getting my refund as Ill take The Trainline through the courts if need be. Please get this sorted, as for Customer Services they are an absolute joke!

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