To wonder why they offer refunds if they don't like you using them?

[halexanderamilton]

I book train tickets using an app. The train tickets I book are always ones that you can cancel and refund because my plans often change and I'm unable to travel. There's a fee for changing or cancelling tickets which the app levies automatically. I am happy to pay the fee as it gives me the option to change my mind and not travel or change the journey as necessary.

I have today had an email from the train booking company asking me to explain why I keep cancelling journeys. AIBU to think that a) this is none of their business and b) if they don't want people to cancel don't offer the option and happily take the cancellation fee?

I haven't responded to the email yet as I'm interested to know other people's opinions.

Bump

YANBU they are CFs

Money laundering?

Why not reply to the email saying exactly what you’ve said here?

I don't think they're being cheeky fuckers.

From a customer service point of view, they probably want to check that their process or systems aren't causing an issue.

I work in customer support and if we notice a weird issue, we get in touch with the customer to check there isn't a problem

Yanbu, if they don't like it, don't offer the service 🤷‍♀️

@Largeyellowdaffodil and @DonnaDarko I hadn't thought of either of those possibilities! Thanks!

“Because I need that flexibility. Thank you for providing it.”