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Original poster

Trainline Issue (edited by MNHQ at request of OP)

54 replies

Ilfurfante · 04/10/2025 09:48

Booked train tickets in advance through Trainline for £150 for a journey today.

Got up at 05 30 this morning to get to the station for 07 00 to find that all trains to my destination have been cancelled for the day. Very annoying as we had plans which is obviously now a write off.

Got home to get the tickets refunded but Trainline have stated that because of the type of ticket, it is none refundable. It gives an option to change the booking but when I go to do this, it only gives an option to move the return journey.

I haven't got £150 that I can just chuck down the drain. I could actually cry. What should have been a nice day is a complete disaster. Is there anything I can do to get my money refunded.

I will never, ever book with them again.

OP posts:
BlueberryLatte · 04/10/2025 09:51

Oh no! I'd be really upset to lose that sort of money too op. I imagine they've got it in their terms and conditions or something so I'm not sure you'll be able to recoup your money. Hopefully someone more knowledgeable will be along soon though

EerieDecorations · 04/10/2025 09:53

You should be able to get a refund through the Delay Repay scheme of the actual train operator (not Trainline). Usually this is quite straightforward.

OverlyFragrant · 04/10/2025 09:54

Why did you book with Trainline?

Maraudingmarauders · 04/10/2025 09:54

EerieDecorations · 04/10/2025 09:53

You should be able to get a refund through the Delay Repay scheme of the actual train operator (not Trainline). Usually this is quite straightforward.

Yes you need to go the train company for a refund

Pattygonia · 04/10/2025 09:56

Yep - as pp said, refund is through train company not Trainline

Robertplantgoddess · 04/10/2025 09:57

I got caught like this through train line. Friend I was with said they show cheapest options but normally it means its not an open return and fixed. As others have said I could apply through the rail company but as it was only part of the journey it would only cover approx £6 on a £40 ticket so I didn't bother. No help i know but you arent alone.

HollyGolightly4 · 04/10/2025 09:58

Go to delay repay for the train company eg: transpennine and it's quite easy to navigate you should get sorted 💐

octoberyoctober · 04/10/2025 09:58

Did you try to do the refund through the Trainline app or on the website?

Experience says Trainline do a sneaky thing where refunds do not work on the app but do on the website. Try the website. I’ve always been able to get refunds this way if a train was cancelled.

Skipthisbit · 04/10/2025 09:59

If it’s cancelled you will get a full refund through the delay repay scheme. Just google it with you train company name. Don't worry!

Bombshelter · 04/10/2025 09:59

Yeah everyone else beat me to it - Google the train company and do it that way.

Original poster
Ilfurfante · 04/10/2025 09:59

octoberyoctober · 04/10/2025 09:58

Did you try to do the refund through the Trainline app or on the website?

Experience says Trainline do a sneaky thing where refunds do not work on the app but do on the website. Try the website. I’ve always been able to get refunds this way if a train was cancelled.

Website doesn't work either sadly.

OP posts:
Original poster
Ilfurfante · 04/10/2025 10:00

Thanks all. I'm trying to do it on the Avanti West Coast website but it won't allow me to input the journey as we weren't due to have arrived yet.

OP posts:
TooManyCupsAndMugs · 04/10/2025 10:01

Train line are the agent, not the service provider so it isn't on them. Claim through the Delay Repay scheme of the train company, attaching your tickets or screenshot if your e-tickets.

MidnightPatrol · 04/10/2025 10:01

I’ve probably booked 500 train tickets through Trainline and never had any issues.

If the train has cancelled, you can claim through delay repay. I have also done this countless time.

You don’t cancel your ticket if the trains aren’t running - you use the ticket to reclaim the money from the operator.

MidnightPatrol · 04/10/2025 10:01

Ilfurfante · 04/10/2025 10:00

Thanks all. I'm trying to do it on the Avanti West Coast website but it won't allow me to input the journey as we weren't due to have arrived yet.

Do it later then.

Toomanywaterbottles · 04/10/2025 10:02

Trainline is only a broker. It doesn’t set the terms of the tickets - that’s the train company. But you can get a full refund anyway, as pp have said. It’s easy.

OnTheBoardwalk · 04/10/2025 10:02

I had to ring Northern when my split fare train was cancelled. It was really easy and took no time at all. They have an option if bought from Trainline when you call.

Toomanywaterbottles · 04/10/2025 10:03

Ilfurfante · 04/10/2025 10:00

Thanks all. I'm trying to do it on the Avanti West Coast website but it won't allow me to input the journey as we weren't due to have arrived yet.

Well…yes.

EerieDecorations · 04/10/2025 10:04

I think this thread title is harsh on Trainline, all of this information is available through their app.

Bombshelter · 04/10/2025 10:04

Ilfurfante · 04/10/2025 10:00

Thanks all. I'm trying to do it on the Avanti West Coast website but it won't allow me to input the journey as we weren't due to have arrived yet.

Wait til later.

Original poster
Ilfurfante · 04/10/2025 10:04

You are filling me with hope. Reddit seems to suggest otherwise - according to posts on there, because the train was cancelled and I didn't travel then I am not eligible to claim through delay and repay and it is Trainline who will be liable.

OP posts:
Original poster
Ilfurfante · 04/10/2025 10:05

EerieDecorations · 04/10/2025 10:04

I think this thread title is harsh on Trainline, all of this information is available through their app.

I don't have their app.

Regardless of whether I get a refund in the end, it's certainly not straightforward.

OP posts:
Millionsofmonkeys · 04/10/2025 10:06

I definitely got a refund from a non refundable ticket for a cancelled train I bought via train line, and I think it was via train line. There's a small print clause about cancelled trains somewhere.

EerieDecorations · 04/10/2025 10:06

Well fingers crossed for you.

rwalker · 04/10/2025 10:07

as others have said your doing it wrong that’s the problem not train line

tbf what confuses matters us I presume you got a re book text off them which they tend to send automatically off the back of a cancellation