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<div><span rel="tempredactor" dir="ltr">Dear customer,</span></div>
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<div><span dir="ltr" rel="tempredactor">Thank you for your email, I hope you are doing well.</span></div>
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<div><span style='font-size: 12px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif' dir="ltr">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.</span></div>
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<span dir="ltr" style='font-size: 12px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif'>Super </span>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.</div>
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<div dir="ltr">I can see your tickets are scan and activated please confirm have to completed the journey with these tickets on any other service?</div>
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<div dir="ltr">Awaiting for response</div>
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<div dir="ltr">Kind regards</div>
<div dir="ltr">Nitul</div>
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On
Sun, 23 Oct at 1:07 PM
<span class="separator">, Family <family@heinrich.co.uk> wrote:
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">Hi Elton,</span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">Thank you for your email.</span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">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). </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">The reason for delaying the journey by one day was that none of the later trains available on the 22nd were suitable for us. </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">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). </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">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. </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">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. </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">Please see screenshots attached. </span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">Best regards,</span></div>
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<div dir="auto"><span style="font-size: 12pt; font-family: Calibri, Myriad, Liberation Sans, sans-serif">Isaac</span></div>
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<div>On 22 October 2022 23:45:50 Trainline Customer Support <sales.support@info.thetrainline.com> wrote:</div>
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<span rel="tempredactor" dir="ltr">Hi,<br><br>I hope you are doing well. <br><br>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.</span><br><br><span rel="tempredactor" dir="ltr">I see the updated booking 017012836268 for the 23rd is not cancelled and is on time. </span><br><br><span dir="ltr" rel="tempredactor">May I please confirm if you received a cancellations e mail from us?</span><br><br><span dir="ltr" rel="tempredactor">If yes, please send a screenshot of the e mail. </span><br><br><span dir="ltr" rel="tempredactor">Awaiting your response <br><br>Elton<br></span>
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<a href="https://www.thetrainline.com/" rel="noreferrer" style="color: rgb(0, 123, 255); text-decoration: none; background-color: transparent; box-sizing: border-box" target="_blank"><img src="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/78000061925/original/mLtQ12blZ3zaQCtnoeHGYTZOpZT_kStZwQ.png" style="width: 185px; border-style: none; max-width: 100%; box-sizing: border-box" class="fr-fil fr-dib"></a><br style="box-sizing: border-box"><strong style="color: rgb(0, 168, 143); text-decoration: none; background-color: transparent; box-sizing: border-box; font-weight: 700"><a href="https://www.thetrainline.com/en/help/" style="color: #00a88f; text-decoration: none; background-color: transparent; box-sizing: border-box" rel="noreferrer">Help</a></strong> | <strong style="color: rgb(0, 168, 143); text-decoration: none; background-color: transparent; box-sizing: border-box; font-weight: 700"><a href="https://www.thetrainline.com/my-account/login" style="color: #00a88f; text-decoration: none; background-color: transparent; box-sizing: border-box" rel="noreferrer">Account</a></strong>
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On
Fri, 21 Oct at 7:16 PM
<span class="separator">, Family <family@heinrich.co.uk> wrote:
<div>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. </div>
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<span title="fd_tkt_identifier" style='font-size:0px; font-family:"fdtktid"; min-height:0px; height:0px; opacity:0; max-height:0px; line-height:0px; color:#ffffff'>15092511:1300499</span>
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