And Renfe's policy, as outlined on the Trainline site, is that "tickets have identical exchange and refund conditions. If you have any comments about a specific rail journey please contact the train company that provides the service. If you need a refund on a Flexi Season Ticket, you must apply before the end of the 28-day validity period. Ticket refunds and changes 12 articles Train times, delays and disruptions 9 articles Onboard, seating and at the station 12 articles You must be aged 16 years old or over to buy a Network Railcard. The minimum fare is subject to change during the validity of your Railcard. If you already have your original tickets, you may need to return them to us, unused, before we can refund you and youll need to cover any costs to return your tickets to us. Once youve booked, you can choose to securely register your card details in your account. On the Facebook Settings page click on the General tab in the left pane. To encourage customers to book with confidence, the rail industry has introduced Advance ticket easements for the UK. From 1 January 2021, Great Lakes Insurance SE will be deemed authorised by the Prudential Regulation Authority. We reserve the right to disable an account, or any functionality within it at any time without prior notification if there has been or if we reasonably suspect there is any misuse by you, including fraudulent activity. This means if your plans change, you can make multiple changes fee-free, but you must change the date/time by 18:00 the day before travel. Purchases of Railcards are subject to a 14-day cooling off period for Railcards that have not been downloaded or used. Youre also agreeing that the card you pay with is yours (i.e. Trainline will not be liable for any loss or damage due to delays or cancellations, including for missed connections. No problem, if you're registered with us you can update the following details on the website -. Were only responsible for our booking service, to the extent laid out in these Terms and Conditions. Call center hours 24 hours, 7 days. We help customers across Europe make more than 172,000 smarter journeys every day. Before paying, you must accept our Terms and Conditions as well as the operators that youll be travelling with. Please go to "Manage my Railcard" on the website homepage to log in to your account. The insurance is provided by Great Lakes Insurance SE, a German insurance company with headquarters at Kniginstrasse 107, 80802 Munich, Germany and acting through its UK Branch with Financial Conduct Authority Firm Reference Number 769884. Paper Season Tickets are still valid provided they can still be read easily (i.e. 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 above and clicking it. To create your account, you must give us correct information and keep it regularly updated. 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. The Refer-a-Friend Scheme detailed in section 9.1 is not available in France. Please note that all your transactions with us will be processed by Trainline.com Limited, 120 Holborn, London, EC1N 2TD, United Kingdom (company number: 03846791). Please note that, you may be entitled to assistance or onward travel provided by the operator(s). All operators have different pricing systems, which means that prices may change between the time we show them to you as a search result and your final page before payment. Best time to dial 10:45am. Help us improve this article with your feedback. Scroll down to the "Account info" section and click "Edit account info" on the right side of the screen. In all, thetrainline.com uses 2 work email formats. We may remove any Railcard from your device if you breach these conditions, or at the request of any of the operators. Calls from outside the UK may cost more. There is a $1.10 charge to change your address online. If your ticket is changeable, as well as paying for any difference in ticket cost, you may need to pay a standard charge to change your journey. Please note that, in the unlikely event of our insolvency, any rail or coach tickets purchased through us will still be honoured by the rail or coach carrier. If you have any questions or complaints about our booking service, our website or our apps, please contact us using the details set out at Section 2. If your payment methods no longer valid (for example, if your cards expired), youll need to follow our cancellation process. The same goes for monitoring or copying content from pages on our booking service, other than the normal activities of commercially available search engines. Please note you cannot call us to make a booking. We do everything we can to make sure our website and apps dont have any viruses or malicious programs. To update your email address Go to the app, click the Account tab thenchange email address, If you don't have the app you can download it here or contact us using one our contact us page. STEP 1: Log-in to your Online Account. Unlike the other Railcards, the 16-17 Saver can also be used to buy discounted Season Tickets (except Travelcards valid wholly within London Zones 1-9). Select "Email" under the "Contact info" tab. Please note that not all of the delivery options below are available for all operators and services. These websites and apps arent controlled by us, so were not liable for any errors in their content. 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. or is for Standard Class travel, and you wish to travel First Class. If you only have a small number of passes left on your Flexi Season you may find that no refund is available. With the exception of sections 13, 14 and 15 below, the relevant laws of the United Kingdom will apply to these Terms and Conditions and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms and Conditions. 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. The relevant laws of France will apply to these Terms and Conditions. ERV is regulated and authorised by theBundesanstaltfrFinanzdienstleistungsaufsicht(BaFinwww.bafin.de) and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority with registration number 220041. Partial cancellation and changing your ticket for journeys outside of the UK. Full cancellation for journeys outside of the UK. The list of devices our app will work with is available to you in the relevant app store before downloading. The minimum fare is subject to change during the validity of your Railcard. Click here to view the minimum fare. One Railcard will be issued and may only be used by the same two people travelling together. The most common thetrainline.com email format is [first]. We recommend that you download and install all published updates. Open the PDF attachment and show the ticket on your mobile device. In place of Section 3.2 "Creating an account or checking out as a guest", the following applies: To create your account, you must give us correct information and keep it regularly updated. Youre also agreeing that the card you pay with is yours (i.e. The following provision contained in Section 9.5. Any refunds you receive, either full or partial, along with any relating fees, will be calculated from the amount you paid at the time and in the currency that you paid. VAT number: 791 7261 06. Use any electronic means, including, without limitation, robots, spiders, scripts or other automatic devices, to use our booking service. Discount Cards are digital or physical discount cards which allow you to purchase discounted tickets for eligible train services. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authoritys website. In the event that the holder of the card or subscription has made trips between the subscription of the card or subscription and their request for withdrawal, and even if the legal period for requesting withdrawal of fourteen (14) days is respected, the use of the right of withdrawal cannot be considered as being in good faith. See the National Rail Conditions of Travel (NRCoT) for more information about penalty fares. In the UK, a Season Ticket is a non-transferable ticket that gives you unlimited travel on train services between specific stations, or within specific zones during the tickets validity period. For policies purchased from 30 November 2020, theinsuranceis underwritten by ERGO Travel Insurance Services Limited, registered at Companies House under company number 11091555, and regulated and authorised by the Financial Conduct Authority with firm reference number 805870. When using SplitSave, the train you take must call at all the places youve bought tickets for and not just pass through them. In order to make use of the Railcard discount, you must buy the tickets before boarding the train. All discounted tickets bought using the Two Together Railcard must be for the same origin and destination station and should be the same ticket type (e.g. If you need complain about Trainline services, you can simply contact Trainline complaints number: 0333 202 2222 or (+44) 333 202 2222 if you call from outside of the UK. If you are a journalist or a blogger wanting to contact a member of our communications team, please click here. Expand that section and select 'Change date/time' or 'Refund tickets'. By accepting these Terms and Conditions, youre agreeing that theres no partnership, employment or agency relationship between us. Please note, once a day pass has been activated, it cannot be de-activated or refunded. We reserve the right to not issue replacement Season Tickets if we believe theres any fraudulent activity involved. Each day pass remains valid until 04:29 on the day following activation. 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). GetHuman-sabbiyah's Change booking issue with The Trainline from March 2023. ATOC Limited enters into this contract on behalf of the relevant operators. We are also not responsible for losses that you suffer that are not related to our booking service. Click on My Account and login 2. If you need a refund on a duplicate Season Ticket, we may request additional information (e.g. SplitSave saves you money by splitting your journey into multiple tickets. Need assistance? Cancelling/refunding your ticket for UK rail products. Thats one less thing to have to remember! You can find our Paris office at 20 rue Saint-Georges. Changes to barcode season tickets may require a change to an alternative season ticket format, or an alternative process to be followed. Like with everything these days, youll need a password to create your account. Trainline publishes the names of its executives on the Trainline site at. Youll have to pay for any costs involved with accessing our booking service (for example, internet access fees and mobile data costs). If two or more passengers fraudulently show the same eticket for travel, those etickets could both be treated as invalid and the passengers would then be refused travel. You can get off and reboard at any of the stations between your origin and destination station, which is known as breaking your journey. 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). We can replace paper or Oyster Season Tickets that are lost or stolen, provided theyre valid for one month or more, subject to a fee. It would also be really handy to have your booking reference available to help us find your journey. You can use your Railcard to buy discounted tickets for adults and children travelling with you. About us. In case of problems please contact the relevant third party provider. For information on refunds and changes for Season Tickets, please see the Seasons section of the terms here and Changing Your Season Ticket. But its important that youre protected against all computer viruses and software that could affect your device after using our website or apps or a third-party website or apps, just in case anything is missed. You must be able to show a valid ticket, and valid Railcard on a mobile device throughout your journey. We'll aim to get back to you within one day. 1. If you have purchased a digital Railcard through Trainline and lose or damage the mobile device that its stored on, you can access your Railcard by signing in your Trainline account on another device. Your journey may not meet the operators criteria for compensation. Choose which Google mailbox you want to alter. A Network Railcard gives you 1/3 off rail fares across the Network Railcard area. All rights reserved. Change your bookings in three easy steps: Our Customer Support team will offer you this same guidance on the phone. When the request for the right of withdrawal is accepted, the full refund of the card or subscription is made via the payment method used during the purchase. OTHER RIGHTS AND REMEDIES THAT YOU OR BUSA WOULD HAVE IN COURT ALSO MAY NOT BE AVAILABLE IN ARBITRATION. Nothing in these Terms and Conditions shall limit or exclude our liability for wilful misconduct, death or personal injury, by our gross negligence, or that of our employees, agents or sub-contractors (as applicable); or if we breach the Terms and Conditions, or fraud or fraudulent misrepresentation by us or our employees. Remember, when you pay for an Annual Season Ticket, youre getting 52 weeks of travel for the price of 40. Trainline should have informed you about your canceled train trip. Write to us Send your tickets to Refunds PO Box 23972 Edinburgh EH3 5DA The email address you give us must be correct, because well use it to send you your ticket confirmations and important travel information nofake.email@junk.comfalse addresses please! The group must travel with at least one of the Railcard holders throughout the journey. Customers from UK, for Eurostar and European journeys. Now click on Add another email address or mobile number option. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. We provide booking services for a wide range of train, coach and bus services in the UK, across Europe and beyond. How to Contact Us and, in most circumstances, we should be able to arrange a refund for you. Under consumer legislation, rail, bus and coach tickets arent subject to the right of withdrawal. You can refund unused Anytime and Off-Peak tickets up to 28 days after the expiry of the ticket. For policies purchased before 23 November 2020, Trainline.com Limited was an appointed representative of Fogg TravelInsuranceServices Limited, which is regulated and authorised by the Financial Conduct Authority with registration number 307304. Answer. In Outlook.com, Click the Gear button and select "Connected accounts." Click the "Gmail" button to add a Gmail account, or the "Other email" button to add any other account. Most stations accept this form, but please check beforehand. 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. 11 Jan 2023. On weekdays, the discount is valid after morning peak times. What is Complete Savings? Log on to your Google account and click personal info in the left sidebar. Copyright 2023 Trainline.com Limited and its affiliated companies. Trainline charged a $43 change fee after my train was canceled . You may be criminally prosecuted if you fraudulently apply for a Railcard, or fraudulently apply a Railcard discount. Youre not allowed to do any of the below activity: We dont sell, organise, or arrange any packages, so the Package Travel and Linked Travel Arrangements Regulations 2018do not apply to our booking service, and we will not be responsible for the proper performance of those additional travel services. If you are interested in a career at Trainline, please click here. We also offer support by email. If the named Railcard holders travel separately, only one cardholder may use the Railcard for discounted tickets as the Railcard must be produced for inspection together with the discounted tickets. Calls from outside the UK may cost more), Monday - Friday, from 8am until 6pm. You pay with is yours ( i.e may cost more ), Monday - Friday, from until... Calls from outside the UK pay for an Annual Season ticket, and you to! Order to make a booking deliver to remote locations deliver to remote locations most common thetrainline.com email format [... 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