Trainline.com Refund Policy – Guide On How to Get a Refund with Trainline

By Lyza Paloma March 31st, 2020 Posted in Europe Travel Blog, Travel Blog No comments

If you need train tickets in the United Kingdom or the EU, you can buy it online at Trainline. You can purchase tickets through their website, their mobile app, or by phone. Should you have purchased one and would like to cancel your trip, you can do so. Here’s a step by step guide on How to Get an exchange or refund in Trainline.

Step By Step Guide On How to Get an Exchange or Refund in Trainline
Photo by Frans Berkelaar CC BY 2.0

Trainline sells train or coach tickets to many companies like National Rail, Eurostar, SNCF, Flixbus, and many more. You can avoid getting charged on the phone and request online through their website. Please be patient for a reply as they are receiving a high volume of requests.

How To Get An Exchange for Trainline Tickets

STEP 1: Log-in to your Online Account

Step By Step Guide On How to Get an Exchange or Refund in Trainline

STEP 2: Go to “My Bookings” and select the Booking you wish to change

Step By Step Guide On How to Get an Exchange or Refund in Trainline1

STEP 3: Click “Exchange

STEP 4: Search for new tickets

STEP 5: Pay the price difference if the original is cheaper than the new one, if it’s the opposite, then you’ll be refunded.

STEP 6: Receive your new tickets.

How To Request A Refund for a Trainline Tickets

STEP 1: Log-in to your Online Account

Step By Step Guide On How to Get an Exchange or Refund in Trainline

STEP 2: Go to “My Bookings” and select the Booking you would like to refund

Step By Step Guide On How to Get an Exchange or Refund in Trainline1

STEP 3: Click the “Refundable” icon and confirm it.

STEP 4: Search for new tickets

STEP 5: If you have a paper ticket, deliver it to PO Box 23972, Edinburgh, EH3 5DA. The refund usually reaches in your account in 10 days, but it can now be up to 28 days as there are a lot of requests.

UK – National Rail and National Express

Advanced and Flexible Tickets

  • For tickets booked before March 23, 2020
  • Do this at least 15 minutes before the original departure
  • There are no fees
  • Sign In
  • Go to “My Bookings” or “My Tickets” and choose “Manage My Bookings
  • Select “Refund My Tickets” or “Change Date/Time
  • If you don’t have an account, you need to make one by following the link in your e-mail

Season Ticket

  • Get refund if
    -weekly season ticket has 3 or more days validity remaining
    -monthly season ticket has 7 or more days validity remaining
    -annual season ticket has 2 or more months validity remaining
  • There is a £10 admin fee

Online

  • Sign In and select your active season ticket and click “Refund
  • Download refund form and fill it up
  • Write “VOID” on your season ticket (permanent ink must be used
  • E-mail the form and a picture of your ticket at seasons.direct@info.thetrainline.com
  • Wait for your Refund (within 28 days)

By Post

  • Write your full name, company name (if applicable), contact details, and reason for canceling (e.g., coronavirus)
  • You can send your ticket (only if you can do it on recorded delivery)
  • Send to:

Seasons Department
PO Box 23971
Edinburgh
EH3 5DA

National Express Tickets

  • Check here for the updates of National Express as they have reduced their service
  • For bookings departing before May 31, 2020 – You can postpone your ticket; please fill up this form

Step By Step Guide On How to Get an Exchange or Refund in Trainline2

Step By Step Guide On How to Get an Exchange or Refund in Trainline3

Eurostar

Please be updated by Eurostar’s revised timetables. Check Detailed Guide on How to Refund with Eurostar here.

Canceled Trip

If your trip was canceled, fill up an EVoucher Claim Form

Step By Step Guide On How to Get an Exchange or Refund in Trainline

Bookings up to June 1, 2020

Step By Step Guide On How to Get an Exchange or Refund in Trainline

  • Use the eVoucher before September 30, 2020 (travel date maybe more advance than this)

Flixbus (Europe)

Services throughout Italy, Germany, Belgium, and France are canceled. If your trip has been canceled, you will automatically receive a voucher. Please check your e-mail. Check Detailed Guide on How to Refund with Flixbus here.

ÖBB (Austria)

Cross border services are suspended. Please check their schedules in this link.

Refunds

  • Tickets from/to Italy, Czechia, Slovakia, Slovenia, Poland, Germany, and Switzerland
  • Travel is until April 13, 2020
  • Cancel your travel, free of charge
  • Please use this link for a claim

Step By Step Guide On How to Get an Exchange or Refund in Trainline

SNCF (France)

Please note that there is also a reduction in services for SNCF. Check out our more detailed article here.

Domestic Routes

  • For journeys up to April 30, 2020
  • Exchange or Cancel is free of Charge for TGV Inoui, Intercites, OUIGO

International Routes

  • For France and Italy, refunds available until March 29, 2020, for trains on February 26 – April 2
  • For others, refunds are free of Charge – this must be done before departure of the train
  • Fill up this Online Form

Step By Step Guide On How to Get an Exchange or Refund in Trainline

Thalys (France, Germany, Netherlands)

For travels from March 10 – April 30, 2020

  • Exchange and refund are available with no extra fees

For travels from May and June 2020

  • Exchangeable and Refundable tickets
  • Do it up to 30 days before your departure

Here is the Online Refund Form

Step By Step Guide On How to Get an Exchange or Refund in Trainline

Deutsche Bahn (Germany)

Cross-border services of DB have been suspended, and local trains are reduced.

Refunds for:

  • Booked before March 13, 2020
  • Travels between March 13 – April 30, 2020

Italo (Italy)

Only a few trains will run, please check this link.

 

Refunds

  • You can apply for a refund and get a voucher
  • Travel within one year from date of issue of voucher
  • Fill up the Claim Form

Step By Step Guide On How to Get an Exchange or Refund in Trainline

Thello (Italy)

Step By Step Guide On How to Get an Exchange or Refund in Trainline

Trenitalia (Italy)

Refunds in cash for regional trains and medium/long-distance trains refunds are in vouchers.

Tickets purchased after February 30

  • For those quarantined or in self-isolation
  • Traveling to high-risk areas (e.g., Northern Italy)
  • Ticket for an event that has been canceled due to the outbreak (e.g., meetings, trips, competitions)

Here is the Online Refund Form.

Step By Step Guide On How to Get an Exchange or Refund in Trainline

NS (Netherlands)

Normal conditions apply. Please check this page.

Renfe (Spain)

There are reduced services. You can get a refund through e-mail, without charge and no matter what fare.

Renfe- SNCF (Spain and France)

Ticket Exchange

  • Available until March 31
  • The exchange at the reception desk of the train station
  • A new ticket will be given at no cost (please present old and new tickets on your journey)
  • If an exchange is done after the departure, you may pay for a fare difference

Get a Refund

  • Cancel train ticket on the Mosaic System
  • Apply for a refund through Customer Service of SNCF (Please check this article)

SBB (Switzerland)

Customer Service

You can contact Trainline through 0333 202 2222. You could also chat online or DM them on twitter.

Step By Step Guide On How to Get an Exchange or Refund in Trainline
Photo by Rob Dammers CC BY 2.0

I hope you find this guide useful in getting a ticket exchange or refund. If you need any more assistance, please do contact them on their site or customer service number. However, you need to be patient as there are many requests and calls they are tending. Right now, it’s better to stay at home and keep safe!

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About the Writer

Lyza Paloma

Hey, I’m Lyza! I once was a person who just imagined going to places “one day” but decided to pursue my dreams. My first travel abroad was in Japan, solo, last 2018, and fell in love with the journey since. I’m aiming to visit 10 countries before turning 30 and 2 new places in the Philippines every year. Besides traveling, I love organizing trips, photography, reading, and making new friends. Follow my adventures through my Instagram.

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Written by Lyza Paloma

Lyza is a native of Leyte who spent 10 years studying and working in Cebu before working for Two Monkeys Travel. She decided to stop daydreaming and started to pursue her dreams of traveling to the Philippines and the world. She has already been to 4 countries in Asia and 18 provinces in the Philippines. She’s flexible and can travel solo, with friends, or family. Besides traveling, she loves organizing trips, taking pictures, reading, and making new friends.

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