15092511 Refund for cancelled train

[Trainline Customer Support]

Dear customer,  ​   Thank you for your email, I hope you are doing well.  ​   On reviewing your booking reference 017012836268 I can see your journey from Edinburgh (Waverley) to London Kings Cross was on Sun, 23 Oct 2022 at 10.30am and your booked the super off peak single tickets.  ​   Super Off Peak Return tickets are refundable tickets subject to cancellation charge which is up to £10.00 as per terms & conditions of the ticket. You have 28 days from the expiry of the ticket to request a refund for this type of ticket. These tickets can be refunded only if the tickets are not scanned / activated.     I can see your tickets are scan and activated please confirm have to completed the journey with these tickets on any other service?     Awaiting for response     Kind regards  Nitul          Help | Account  
                           
                            On
                            Sun, 23 Oct at  1:07 PM
                            ,  Family <family at heinrich.co.uk>  wrote:
                             
 Hi Elton, 
   
 Thank you for your email. 
   
 Since I was unable to submit a refund request for the tickets bought for the cancelled train (departing Waverley on 22nd at 7:23), I changed the tickets and I am happy with the tickets I now have (for a train departing today 23rd at 10:30).  
   
 The reason for delaying the journey by one day was that none of the later trains available on the 22nd were suitable for us.  
   
 However, I was charged a fee of £20 for changing the two tickets, plus the £5 difference in the price of the tickets (the new tickets were £5 cheaper than our original tickets).  
   
 I would not have had to pay the ticket change fee and 'lose' the £5 difference, had I been able to request a full refund for the original tickets, and then simply purchase the new tickets as a separate transaction.  
   
 So at this point all I am asking is to have the ticket change fee if £20 refunded, plus £5. As said, I would not have incurred this cost if I was able to submit a refund request online as advised in the train cancellation email.  
   
 Please see screenshots attached.  
   
 
 Best regards, 
   
 Isaac 
 
   
   
   
 

 
 
 
 
 
 
 
  
 On 22 October 2022 23:45:50 Trainline Customer Support <sales.support at info.thetrainline.com> wrote: 
 
 
	 
 
 
Hi,  I hope you are doing well.   My apologies for the inconvenience and thank you for taking the time to write to us.  I understand that you would like a refund. I will certainly check that for you.  I see the updated booking 017012836268 for the 23rd is not cancelled and is on time.   ​May I please confirm if you received a cancellations e mail from us?  If yes, please send a screenshot of the e mail.   ​Awaiting your response   Elton 
 
   
 
   
 
 Help | Account
 
 
                           
                            On
                            Fri, 21 Oct at  7:16 PM
                            ,  Family <family at heinrich.co.uk>  wrote:
                             Hello, I have just received an email saying that the train I booked for tomorrow (22/10/2022) has been cancelled, and that I can get a full refund via my Trainline account. However, when trying to request the refund online, the website says that the tickets I purchased are non-refundable and therefore I am unable to submit a refund request. Please advise how I can get refunded for the tickets that I bought for the train that got cancelled.  Thank you.




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