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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:
StopRainingNow · 04/10/2025 11:48

LetTheTrainTakeTheStrain · 04/10/2025 11:18

Lots of awful advice on this thread.

Delay repay and refunds are completely different things.

Delay repay is for when you travel, but arrive at your destination late. It should be claimed from the train operator who delayed you.

A refund is for when you don't travel at all. It should be claimed from the retailer who sold you the tickets.

In this case, the OP was unable to travel and needs to claim a refund from Trainline. If Trainline's system does not allow them to claim a refund automatically, then it will need to be done via other channels (e.g. email Trainline's customer services). State clearly that you were unable to travel due to all services being cancelled, and that you are claiming a refund. They may try and fob you off and point you towards the train operator - do not let them get away with this.

In future, I suggest going onto railforums.co.uk for rail advice. Lots of advice on Mumsnet is awful.

Lots of mis information in your post. Delay repay is for both cancellations and also delays. You can do it with train line but it takes longer generally than directly by the train operator.

LetTheTrainTakeTheStrain · 04/10/2025 12:03

StopRainingNow · 04/10/2025 11:48

Lots of mis information in your post. Delay repay is for both cancellations and also delays. You can do it with train line but it takes longer generally than directly by the train operator.

Show quote history

This is incorrect, but possibly I can see where your confusion is arising. If a train cancellation causes you to arrive at your destination late, then you should claim delay repay from the operator. If a cancellation causes you to abandon your journey you should claim a refund from the retailer.

I'll admit that if a cancellation causes you to abandon your journey, an operator may well pay out if you make a claim via delay repay, but this isn't how the system is designed, and to do this you'd have to state that you arrived at your destination late, which clearly isn't the case if you didn't travel at all and is therefore a (very mild) case of fraud.

The relevant info is here:
https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/

StopRainingNow · 04/10/2025 13:58

LetTheTrainTakeTheStrain · 04/10/2025 12:03

This is incorrect, but possibly I can see where your confusion is arising. If a train cancellation causes you to arrive at your destination late, then you should claim delay repay from the operator. If a cancellation causes you to abandon your journey you should claim a refund from the retailer.

I'll admit that if a cancellation causes you to abandon your journey, an operator may well pay out if you make a claim via delay repay, but this isn't how the system is designed, and to do this you'd have to state that you arrived at your destination late, which clearly isn't the case if you didn't travel at all and is therefore a (very mild) case of fraud.

The relevant info is here:
https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/

Edited
Show quote history

If your train is cancelled you are therefore delayed. From the very link you supplied 😂😂

LetTheTrainTakeTheStrain · 04/10/2025 14:38

StopRainingNow · 04/10/2025 13:58

If your train is cancelled you are therefore delayed. From the very link you supplied 😂😂

Show quote history

No, the OP was not delayed. They had to cancel their plans entirely as no trains were running.

Here is the quote from the link I supplied. It is entirely consistent with the explanations I have given above.
"If your train is delayed or cancelled and you choose not to travel, your unused ticket can be refunded without any fees by the original retailer."

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