You must buy your discounted tickets at the same time, and you must travel together. You can cancel your existing booking and buy a new one." Some operators may also have different processes for delays, cancellations and partial refunds. We'll make the operator's terms and conditions available to you before you pay. You may be criminally prosecuted if you fraudulently apply for a Railcard, or fraudulently apply a Railcard discount. 11961132. 14. IT SETS FORTH THE LEGALLY BINDING TERMS AND CONDITIONS FOR YOUR USE OF OUR SERVICE, SUCH AS YOUR GRANTS AND WAIVERS OF RIGHTS, THE LIMITATIONS OF OUR LIABILITY, YOUR INDEMNITY OF US, AND ARBITRATION OF CERTAIN DISPUTES. Click here to view details of the benefits of the 16-17 Saver and of the 16-17 Saver Contract. A Family & Friends Railcard gives you 1/3 off rail fares across Britain. Or is any of the information above inaccurate? Cancelling/refunding your ticket for European coach journeys. Trainline charged a $43 change fee after my train was canceled . You must be aged 16 years old or over to buy a Network Railcard. OTHER RIGHTS AND REMEDIES THAT YOU OR BUSA WOULD HAVE IN COURT ALSO MAY NOT BE AVAILABLE IN ARBITRATION. A refund fee will also apply. 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. Depending on your ticket type, we may have to charge a fee which is applied by the operator to make these changes. or is for Standard Class travel, and you wish to travel First Class. Registered address: 3rd floor, 120 Holborn, London EC1N 2TD, United Kingdom. We act as an official agent on behalf of the operators. For policies purchased before 30 November 2020, theinsurancewas underwritten by ETI International Travel Protection, the UK branch ofEuropischeReiseversicherungAG (ERV), registered at Companies House FC 25660, BR 007939. Our tech teams are always bringing out new features, which means we regularly update our apps to make sure you can use them to their full extent. Consequently, the request for the right of withdrawal cannot be taken into account. All of Trainline's email addresses follow the format: firstname.lastname@thetrainline.com. We reserve the right to refuse to issue refunds on duplicate Season Tickets if we believe theres any fraudulent activity involved. Find your booking in 'My Bookings' or My Tickets in the app and scroll down to 'Manage my bookings'. Please see 8.2 and 8.11 for specific Railcard conditions. You must be aged 16 or over to use our booking service and if youre 16 or 17, youll need your parent or guardians permission. Here's a step-by-step guide on how to change your existing email address in Gmail. 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. Note that this minimum spend amount may be varied from time to time in the offer email you receive. 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 . Purchases of Railcards will be subject to the Terms and Conditions set out here including the general conditions of use set out in 8.3 and the specific terms that apply to each Railcard, as set out below in 8.4-8.10. "A lot of my digital transformation comes from . Copyright 2023 Trainline.com Limited and its affiliated companies. Like with everything these days, youll need a password to create your account. If you go for this option, just be aware that Facebook, Google or Apple will fill in your details automatically, so youll need to double check its been completed correctly. Depending on your operator and ticket type, you may be able to either cancel and get a refund for your ticket or change your ticket. Access to our website and apps doesnt give you any intellectual property rights relating to them, other than a right to use them in line with these Terms and Conditions. Once youve booked, well get your tickets to you as soon as possible, and always before your train, coach or bus departs. Changing your ticket for UK rail products. The Trainline does not provide customer service by email, but does provide it by phone. Registered address: 3rd floor, 120 Holborn, London EC1N 2TD. No. 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. Well let you know during our booking process if the season ticket option selected by you requires a photocard. IF YOU ARE DISSATISFIED WITH OUR SITE OR ANY MATERIALS ON OUR SITE, OR WITH ANY OF OUR TERMS OF USE, YOUR SOLE AND EXCLUSIVE REMEDY IS TO DISCONTINUE USING OUR SITE. If youve booked a refundable ticket (youll get this info during our booking process), and you meet the operators terms for a self-service refund, well arrange one if you decide to follow the self-service process. We are not responsible for any loss or damage that is not foreseeable. Just so you know, we can only discuss booking details with the person who made the booking, for data protection reasons. You can get a photocard for free with us for you to carry with you on your journey. The Railcard and tickets bought with it are not transferable to anyone else and you must not give, lend, or resell them. Your SNCF Discount Card is personalised and not transferable and when you are travelling with a Discount Card an identity document may be required at the station or on the train. Call picked up by a real person YES. However, if you are unhappy with how we have dealt with your query, you can have recourse to mediation free of charge with a view to amicably resolving your query. You can refund unused Anytime and Off-Peak tickets up to 28 days after the expiry of the ticket. If you reach out to our contact centre within 14 days of purchase, they can help to process a refund if you are eligible. Thats one less thing to have to remember! Company No. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. You can contact AAA to find out more information on how to commence an arbitration proceeding. Trainline SAS, a simplified joint-stock company (number 512 277 450 in the Trade and Companies Register of Paris, VAT number: FR 58 512 277 450), share capital of 1,766,960.14), with a registered office in the chic French capital, Paris (75009). Your order will only be complete after the full price has been paid. A 16-17 Saver gives you 50% off rail fares across Britain. To this end, Trainline has appointed the Tourism and Travel Mediator: M. Jean-Pierre Teyssier, MTV Mdiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17, http://www.mtv.travel. 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). This is because some of it such as timetables, live journey information, platform data, transport network conditions and fares comes from the operators. Trainline.com Limited is registered in England and Wales. Were only responsible for our booking service, to the extent laid out in these Terms and Conditions. Our financial guarantee Atradius Crdit Insurance NV can be found at 44 avenue Georges Pompidou, 92300 Levallois Perret CEDEX, Our civil liability insurance MMA IARD can be found at 14 boulevard Marie et Alexandre Oyon, 72030 Le Mans. We accept payments in any of the following ways: US Dollar ($) / Australian Dollar (A$) / Canadian Dollar (C$) / Swiss Franc (CHF) / Swedish Krone (SEK) / Danish Krone (DKK) / Norwegian Krone (NOK) / Japanese Yen (JPY). Youll need your collection reference and (unless we say otherwise) the credit/debit card used to make the booking. The time when off-peak services start can vary by station. We charge a 10 fee to refund all Season Tickets. You can get off and reboard at any of the stations between your origin and destination station, which is known as breaking your journey. In addition, as set forth above, you are waiving any ability for an arbitrator to oversee or determine class, consolidated, aggregated, representative or collective actions. You cant change Weekly Season Tickets or Flexi Season Tickets. The most common thetrainline.com email format is [first]. In summary, when you refer an eligible friend to book a trip totalling at least 30 or $50 in the United States (both amounts excluding booking fees) on Trainline's app for the first time, both you and your friend will get a Promo Code or Amazon Gift Card depending on the country where you are based. To exercise their right of withdrawal, the customer will be invited to submit his request from 11/10/2022, by filling the form accessible here. For changes, youll need to contact the relevant operator directly. Already ordered tickets for delivery? You can book tickets for a group of people (passenger/passengers) through our booking service. Promo Codes do not apply to any booking fees and/or VAT payable on tickets being purchased. 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 . Click here to view the list of eligible ticket types. Trainline publishes the names of its . You can find our Paris office at 20 rue Saint-Georges. 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. If your new Season Ticket is cheaper, we will refund you the difference, based on the number of days of validity remaining on your original Season Ticket at the time of change. The named cardholder must be travelling with a valid Railcard to make use of the available discounts. How To Request A Refund for a Trainline Tickets. Step 2 Click on Personal info in the left sidebar. You cant under any circumstance copy, represent, change, transmit, or publish any part of our website or app (regardless of your device) without clear written permission from us, or the companies in our group, first. Best time to dial 10:45am. Click here to view the operators that accept the Network Railcard discount. Is Refund amounts are based on the price paid for your Season Ticket, minus your usage (based on an industry calculation). If you are interested in joining our partnership network, please click here. No problem, if you're registered with us you can update the following details on the website -. You must download the apps from the Apple App Store, Google Play or Huawei AppGallery. 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. 1. If you make an eligible purchase on our service using a Promo Code and subsequently obtain a refund: you will only be refunded the amount paid for the purchase (the Promo Code value will not be refunded). Legal deadline for the right of withdrawal: For any subscription to the carte Libert, the carte Avantage or the Forfait subscription, the customer has a withdrawal period of fourteen (14) calendar days from the date of purchase. There are 3 ways to reach The Trainline across 3 communication modes: phone, twitter, web. But Trainline, his. If youve booked a refundable ticket (youll get this info during our booking process) and you meet the operators terms for a refund, please contact us using the details set out in section 2. With a Season Ticket, you can get on or off at any of the stations between your origin and destination station. Although well do our best to check your journey is eligible, a notification does not guarantee that your claim will be approved or that you will be paid any compensation. We will in no circumstances pay or be responsible for any indirect loss. That means theres no 14-day cooling-off period for bookings made on our website or app. Via our highly rated website and mobile app, people can . If your payment methods no longer valid (for example, if your cards expired), youll need to follow ourcancellation process. Each day pass remains valid until 04:29 on the day following activation. 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. Full cancellation for journeys outside of the UK. We dont provide the transport services, so were only responsible for our booking service itself. Did you find it helpful? The maximum group size is four adults (aged 16 years and over) including you, and four children aged between 5 and 15 years. Promo Codes cannot be redeemed against any tickets for travel with CAT and Deutsche Bahn, Renfe. 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. Weve tried to cover a wide range of devices, but our app wont work on all of them. Whichever postage method you choose, well send your tickets to the delivery address you give us, so make sure its correct. Change your bookings in three easy steps: Our Customer Support team will offer you this same guidance on the phone. 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). You must have, or register to create, a Trainline account. Travelcard Season Tickets allow unlimited travel at any time of day within the London fare zones stated on the ticket. Changes must be made before your original journey departs. Yes 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. 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. 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. For more information, please see our Privacy Policy. Ticket refunds and changes 12 articles Train times, delays and disruptions 9 articles Onboard, seating and at the station 12 articles To buy discounted tickets, at least one cardholder and at least one child aged 5 to 15 years must be travelling together. STEP 4: Search for new tickets. 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. Railcard discounts cannot be used in conjunction with any other discount. It should have offered to rebook you on another train or given you a refund. Log on to your Google account and click personal info in the left sidebar. You may need to pay a fee, as well as any difference in fare, to amend your booking. Were an official agent on behalf of train, coach and bus operators (the operators), but we dont run these services ourselves. We know you must have a few but its important you keep it safe and confidential, as youre responsible for anything that happens in your account using this password. Depending on your old email provider, you may have to enter your email. 4. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, WE AND OUR AFFILIATES SHALL NOT BE LIABLE FOR DAMAGES, INJURY, CLAIM OR LIABILITY ARISING FROM OR RELATED TO YOUR USE OF, OR INABILITY TO USE, OUR SITE, OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON, OR OTHERWISE MADE AVAILABLE TO YOU THROUGH, OUR SITE, INCLUDING, BUT NOT LIMITED TO, DIRECT OR INDIRECT LOST PROFITS OR LOST BUSINESS DAMAGES, INDIRECT, INCIDENTAL, PUNITIVE AND CONSEQUENTIAL DAMAGES. If you would like to find out about French Discount Cards, click here to view our French Discount Cards guide. Either party may terminate the service at any time. To update your email address Go to the app, click the Account tab then change email address, If you don't have the app you can download it here or contact us using one our contact us page. Complete the steps: enter your name and new email address. Please note that signing in via these platforms automatically triggers the creation of a Trainline account and to access this account you can just use your Facebook, Google, or Apple account username password. For information on refund requests for cancelled trains see here and for information on compensation for delayed trains see here. Most stations accept this form, but please check beforehand. You can travel anytime on weekends and public holidays. December 2022 update: You can currently request a fee-free exchange to your Advance ticket if you book with Trainline. Choose which Google mailbox you want to alter. For some services, it may be that collection at the station is the only possible option so you will need to leave enough time to collect your ticket before boarding your train. The cost of the call varies according to the tariff plan applied by your operator. Google Account email. Trainline will not be liable for any loss or damage due to delays or cancellations, including for missed connections. Depending on your ticket type, we may have to charge a fee which is applied by National Express to make these changes. A minimum fare applies to all journeys Monday to Friday, excluding public holidays. Open the PDF attachment and show the ticket on your mobile device. Call us between 09:00 and 17:00 UK time Monday to Friday. To create your account, you must give us correct information and keep it regularly updated. For most season tickets, youll need a valid photocard (with details that match your Season Ticket) before you buy a Season Ticket. If you are interested in a career at Trainline, please click here. Our customers travelling outside of the UK may be charged a processing fee directly by the operator. Thats one less thing to have to remember! 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. Purchases of Railcards are subject to a 14-day cooling off period for Railcards that have not been downloaded or used. Naturally, we wont change, cancel, replace or refund if there is or if we reasonably suspect that there may have been fraudulent activity involved. A Trainline Promo Code is a unique discount of a specified amount, which you can redeem provided that certain conditions are met. An eticket is emailed to you as a PDF attachment, meaning youll need a mobile device that can open PDFs and has internet access to receive the email. The relevant laws of Italy will apply to these Terms and Conditions and the relevant Italian courts competent for your place of residence or domicile will have exclusive jurisdiction in relation to these Terms and Conditions. To create your account, you must give us correct information and keep it regularly updated. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. PLEASE READ THIS AGREEMENT CAREFULLY. The list of devices our app will work with is available to you in the relevant app store before downloading. Atout France is located at 79-81, rue de Clichy, 75009 Paris, France. Please note that where you buy Prix Futs tickets, you are buying multiple tickets in one transaction, these tickets represent separate contracts with each of the carriers that you are booked to travel with. Act as an official agent on behalf of the available discounts provided that certain conditions are met the ticket on. Website or app and of the 16-17 Saver Contract registered address: 3rd floor, Holborn. Rights and REMEDIES that you or BUSA WOULD have in COURT ALSO may not be against. 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