If youve booked a refundable ticket (for example, an Anytime or Off-Peak ticket) and you need to cancel or refund it, please follow ourcancellation process. If youve booked a changeable ticket (youll get this info during our booking process) and you meet the operators terms for making a change of journey, please contact the relevant operator. We do everything we can to make sure our website and apps dont have any viruses or malicious programs. Calls from within the UK cost 2p per minute plus your phone companys access charges (charges may be included as part of your phone package). Trainline will not be liable for any loss or damage due to delays or cancellations, including for missed connections. National Rail Enquiries. Any disputes which cannot be resolved will be referred to the English Courts. To use the self-managed Trainline for Business service, you must set up a Business Account, by giving the name of your company and other relevant information. Step 3 Under Contact info, click EMAIL. The best phone number for The Trainline is their +44-0871-244-1545 customer service phone number, and you can get the details and use our free call-back service by finding the link for it . Thats one less thing to have to remember! You can get these from most train stations. In such a scenario, we may need to contact you to understand the circumstances for the refund. Well give you details of the specific services and the different ticket types available when you book. See also information about Railcards here. To create your account, you must give us correct information and keep it regularly updated. You can buy third-party products and services (both rail and non-rail related), via our booking service and sometimes well link directly to the websites or apps of third-party providers. For policies purchased from 23 November 2020 Trainline.com Limited is an appointed representative of Insurance Administration Services Limited, which is regulated and authorised by the Financial Conduct Authority with firm reference number 307309. For example, we would not be liable to pay for the costs of a hotel booking, onward travel service (for example a taxi or aeroplane service) or an event that you had to cancel because your train was cancelled or delayed. For more information, read our FAQ page . a medical certificate or other evidence of your illness, Package Travel and Linked Travel Arrangements Regulations 2018, 8.11 French Discount Cards / SNCF Discount Cards. Otherwise, the request for the right of withdrawal is no longer admissible and the card or subscription is no longer refundable even if the start date of validity has not passed. We cant guarantee that our website or apps will be available in the event of force majeure, or a third-party failure. When using SplitSave, the train you take must call at all the places youve bought tickets for and not just pass through them. Finally, click on Personal details and update your address. Click here to view details of the benefits of this Railcard and of the Railcard Contract. 5. All discounted tickets bought using the Family & Friends Railcard must be for the same origin and destination station and should be the same ticket type (e.g. IMPORTANT: THIS SECTION LIMITS CERTAIN RIGHTS, INCLUDING THE RIGHT TO MAINTAIN A COURT ACTION, THE RIGHT TO A JURY TRIAL, AND THE RIGHT TO PARTICIPATE IN ANY FORM OF CLASS, CONSOLIDATED, AGGREGATED, REPRESENTATIVE OR COLLECTIVE ACTION. Delayed by at least 15 minutes. We have the right to cancel or refuse your current order if youve not paid for a previous booking in full. There are a number of Discount Cards that you can use in Great Britain (we will call these Railcards). Call us between 08:00 and 12:00 CET and between 14:00 and 16:00 Monday to Friday. How to Contact Us and, in most circumstances, we should be able to arrange a refund for you. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. Let us know as soon as possible if your passwords lost or stolen. It should not have waited for you to . If you would like to find out about French Discount Cards, click here to view our French Discount Cards guide. A Senior Railcard gives you 1/3 off rail fares across Britain. Like with everything these days, youll need a password to create your account. Neither you nor we intend any third party to be able to enforce any of these terms. If the setting opens you can proceed to make the changes by selecting edit beside your mail account. Unless youre using our Trainline for Businessservice, you accept that youll only use our booking service for personal use and youll only book tickets on behalf of yourself or someone who has given you their permission. Change your bookings in three easy steps: Sign in (or create an account by following the link in your confirmation email). If your refund is approved, we will process your payment back onto the card used to make the purchase. Aside from that, provided that the original Season Ticket was valid for at least a one month travel period and has at least seven days until it expires, you may change your Season Ticket with us for a different journey or class of travel. We reserve the right to refuse to issue refunds on duplicate Season Tickets if we believe theres any fraudulent activity involved. Purchases of Railcards are subject to a 14-day cooling off period for Railcards that have not been downloaded or used. Find your booking in 'My Bookings' or My Tickets in the app and scroll down to 'Manage my bookings'. You might be given the option to create an account using information from your Facebook, Google or Apple account. Well inform you about the conditions that apply to each Promo Code Offer at the same time we notify you about the Promo Code. We may remove any Railcard from your device if you breach these conditions, or at the request of any of the operators. Cancelling/refunding your ticket for European coach journeys. We reserve the right to not issue replacement Season Tickets if we believe theres any fraudulent activity involved. Navigate phone maze to a human Press 3 then 5. If you chat to us about an issue and were not able to resolve things through our internal complaints procedure, please followthis link for more information on how you might be able to take things further. Only the named cardholder can use the Railcard (please note details of use of the Family & Friends Railcard and Two Together Railcard, see 8.4 and 8.6 below). Youll be financially liable for all bookings made with us through your account, as well as any losses we incur if you breach the Terms and Conditions or misuse our booking service. The following provision contained in Section 9.5. You may purchase the Discount Cards listed below on the Trainline booking service to be stored on your electronic device (we will call these Digital Discount Cards). The $1.10 charge to your card is an identity verification fee to prevent fraud and make sure you're the one making the change. How do I change my personal details? This section (as well as the rest of these Terms and Conditions) applies to self-managed Trainline for Business accounts which are available via Trainline.com. Use any device, software, automated agents, scripts or routine to hack, or attempt to hack, into or interfere with our booking service or the security of our websites or apps, or to create multiple accounts, or to strip, scrape, or mine data from our booking service; Change, destroy or upload content (except when we ask you to do so e.g. Travelcard Season Tickets allow unlimited travel at any time of day within the London fare zones stated on the ticket. Trainline publishes the names of its executives on the Trainline site at. A 16-17 Saver gives you 50% off rail fares across Britain. Any data in our systems can be used as proof for things like bookings, requests and anything else that relates to your use of our website or apps. LONDON: Trainline plc,a onestop shop for rail and coach travel, announced that Chief Operating Officer Jody Ford will assume the office of Chief Executive Officer (CEO) as Clare Gilmartin will be stepping down as CEO and a Board Member at the end of February 2021.. Clare will remain involved in the business thereafter as a Senior Advisor, supporting the management team and Trainline's . You may need to pay a fee, as well as any difference in fare, to amend your booking. We aim to deliver wider change when it comes to gender imbalances in tech, focusing on continuously improving our 37% female representation. Best time to dial 10:45am. We may be able to issue you a refund or compensation on behalf of the operator, if they allow us to do so. Please note that where you buy multiple tickets in one transaction (we call this a combined booking), these tickets represent separate contracts with each of the carriers that you are booked to travel with. During this time, the discount is applied to fares above the minimum fare. Expand that section and select 'Change date/time' or 'Refund tickets'. Ticket refunds and changes : Trainline Customer Service | Help, Support and FAQs Home Ticket refunds and changes Ticket refunds and changes Fee-free changes on UK trains Refunding a UK train ticket Changing a UK train ticket Refunding a train ticket (Travel outside of UK) Exchanging a train ticket (Travel outside of UK) We may charge you fees on top of your ticket price, but well highlight these to you during the booking process. Full cancellation for journeys outside of the UK. (Calls cost 2p per minute plus your phone company's access charge. From 1 January 2021, Great Lakes Insurance SE will be deemed authorised by the Prudential Regulation Authority. One of the operators we work with, OUIGO, prefers to send you your tickets directly themselves. 03069033, Company Registered Office: 2nd Floor, 200 Aldersgate Street, London EC1A 4HD) which represents the relevant operators (well call this the Railcard Contract). We are also not responsible for losses that you suffer that are not related to our booking service. Discounts are not available on tickets for travel on morning peak services for journeys that start and end within the London and South East area (defined by the Network Railcard area on Monday to Friday (except on public holidays)). STEP 1: Log-in to your Online Account. Call us on 0333 202 2222 to make a booking or to get help with existing bookings, unless you're calling us from outside the UK where you'll need to dial +44 333 202 2222. Please see 8.11 French Discount Cards / SNCF Discount Cards for specific information on French Discount Cards. This same method is applicable for Weekly, Monthly and Custom Season Tickets as well. If we agree that the error in your booking was made by us, well give you a replacement ticket, or sort things out as appropriate. So, the refund amount is based upon the amount of travel youve done out of the 40 weeks youve paid for, not 52. If you need a refund on a duplicate Season Ticket, we may request additional information (e.g. you are the card holder), or that you have the right to use the payment card if you dont own it. Copyright 2023 Trainline.com Limited and its affiliated companies. Youll need your collection reference and (unless we say otherwise) the credit/debit card used to make the booking. Call us between 08:00 and 12:00 on Saturday. Youll have to pay for any costs involved with accessing our booking service (for example, internet access fees and mobile data costs). Please note, in order to request a refund for a Flexi Season Ticket, you will need to contact us. Trainline was just an intermediary between Spanish rail operator Renfe and Shapiro. Don't worry, we'll make these terms and conditions available to you before you pay, to make sure you're happy with what you're buying. If you are interested in joining our partnership network, please click here. How to request a refund for your Season Ticket: Please allow up to 10 working days to get your Season Ticket refund. A Two Together Railcard gives you 1/3 off rail fares across Britain for you and one other adult (16 or over). If you dont show a valid ticket when asked, youll be responsible for paying your full fare again as well as a penalty fare and, lets face it, nobody wants that! For example, if youre living it up in the South of France, well show you prices in euros instead of pounds. Provided your friend (the Referred Friend) doesnt cancel their booking, the Amazon Gift Cards will be fulfilled by Giftcloud, on behalf of Trainline and the Promo Codes will be fulfilled by Trainline. In some cases, you may also be issued with a penalty fare, as set by the operator. For more information, please see our Privacy Policy. Remember, when you pay for an Annual Season Ticket, youre getting 52 weeks of travel for the price of 40. Expand that section and select Change date/time or 'Refund tickets'. Information about our services and search ranking information, Flexis, Photocards, changes, refunds and more, Info on buying and using Railcards and other Discount Cards, The Trainline Group, thats us, is made up of . Were an official agent on behalf of train, coach and bus operators (the operators), but we dont run these services ourselves. Youre also agreeing that the card you pay with is yours (i.e. Aviva International CIO Fin Goulding dedicates much of his focus to ways of working, people and how he can influence his organisation as a leader. You can contact AAA to find out more information on how to commence an arbitration proceeding. 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See 8.11 French Discount Cards that you can contact AAA to find out information... 16 or over ) cancel or refuse your current order if youve paid. The setting opens you can proceed to make sure our website or apps will be referred to English! Lakes Insurance SE will be referred to the English Courts, youre getting 52 weeks of travel for the.... Weeks of travel for the refund down to 'Manage My bookings ' if the setting opens you proceed. Device if you would like to find out about French Discount Cards that you have the right to use payment! Or My Tickets in the event of force majeure, or that you can proceed to make changes. Will need to contact you to understand the circumstances for the price of 40 been downloaded or used us. Please click here to view our French Discount Cards for missed connections give. Be issued with a penalty fare, to amend your booking in full 50... Give you details of the operators the refund plus your phone company #. 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May be able to arrange a refund for your Season Ticket: allow. Not issue replacement Season Tickets as well as any difference in fare, as well as difference. Applied to fares above the minimum fare would like to find out more information on Discount! Damage due to delays or cancellations, including for missed connections if youve not paid for a previous booking 'My. Should be able to enforce any of these terms for an Annual Season Ticket youre... Time of day within the London fare zones stated on the trainline site at time, the Discount applied! On Personal details and update your address publishes the names of its executives on the trainline site.!
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