Refund just the ticket for Euan

Euan MacPherson thought he had hit the buffers after trying for a year to get a refund for a train journey that never happened.

In February 2020, he paid £124 to the Trainline ticket booking agency for a return trip from Dundee to Suffolk scheduled for two months later.

However, when the service was cancelled due to Covid, Euan wrote to the company asking to be reimbursed and posted back his tickets.

“Trainline refused the refund because they said they never received my tickets,” said Euan. “I admit I didn’t return them by recorded delivery but I did put a stamp on an envelope and posted them. But, in so doing, I lost the evidence that I ever had them.”

In frustration, Euan wrote to Raw Deal. After we contacted Trainline, it wasn’t long before he got his cash back

Trainline said: “In line with rail industry standards, refunds for printed paper tickets can only be issued once they are returned to the point of purchase, or, as during the height of Covid restrictions, we allowed customers to share images of defaced tickets as an alternative to returning their tickets securely via the post office.

“We appreciate Mr MacPherson returned his tickets in good faith and so, as a gesture of goodwill, we’re happy to provide him with a full refund on this occasion.”

Euan thanked Raw Deal for stepping in, and confirmed the money was now back in his bank account.

He added: “They had stalled since this time last year – then repaid very quickly once you contacted them.”