Is there a customer support email I can use to directly contract Trainline?
Im beginning to get very frustrated with Trainline’s ticket refund system. After this week im buying all my tickets direct from the rail provider but in the meantime I’d like to refund some of my tickets.
1. Today I bought an open return from my local station to work. I ended up missing the train by about a few seconds because the ticket wouldn’t allow me through the gate (this happens every single day when I buy through Trainline) and I had to seek out someone to scan my ticket manually and let me through. Now, when I go to refund the ticket it says I’m eligible for a whopping refund of £0.00 because it’s been ‘scanned’. I did not get on that train and I certainly didn’t use the return journey. My only option on their site to query this is to call someone, which I’d rather not do due to time constraints. So, a direct email would be great in this situation, except despite saying they have one there doesn’t seem to be the option!
2. Last Friday I booked a ticket from my local station to the airport. It was split halfway at another station. Once I got to the station after a little confusion with my train not being at the platform it was meant to be at and no indication of it changing, I found it across a bridge. When I got on I was greeted with the dire news that no trains would be leaving this station in my desired direction for the next few hours due to a signalling fault. The text two trains were cancelled and I’m not sure what happened to the one I was meant to take, but I suspect it turned around. At the very least Trainline seemed to think it ran and arrived on time despite leaving over 90 minutes late – definitely not possible. My flight was encroaching and I couldn’t wait the assumed 2 hours for the track inspection and for my train to be let through so after waiting around for a good 20 minutes I had to book a taxi out of great personal expense. At the very least I should be able to claim back the cost of my second journey, which was ridiculously delayed and would have cost me my flight. In an ideal world I don’t see why Trainline, or even the rail company, isn’t at least partially responsible for covering the £130 taxi fare I had to take, otherwise I’d have missed my flight.
The final ticket is my own fault for setting the destination and time of my advanced single wrong. Fine print.
I’d love to be able to email Trainline with a more formal email regaling the first two tickets but I can’t seem to find one. Just wondering if anyone can help 🙂