2.00 stars

23 Reviews

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Chenai's complaint against Trainline

Chenai Bukutu


Ticket Refund Delay and poor customer service

Complaint against Trainline

I purchased some tickets online on Tuesday July 19th- within the hour plans had changed and needed to cancel. Contacted Trainline customer service via phone who advised they would cancel and refund. the Refund would take 3-5 working days. I called again Tuesday July 26th as no refund had appeared in my account and was advised it should be on its way. I'm called twice on July 29th at which point I was advised the refund was 'stuck' , each time they would refer it to a separate team. I then asked for the query to be escalated, 2 different advisors, they would not let me speak to team leader (they don't speak to customers apparently ) ... 23 minutes later I managed to speak to someone called Aditye who said they were a manager who was going to re process the refund and call me today - August 1st with an update. No call and still no refund

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