I made a complaint via email on 16 Jan. It is shame that I haven’t received a response yet.
Dear TrainPal Customer Support Team,
I am writing to raise a formal complaint regarding a journey booked through TrainPal, booking number 1134741931206577, and the incorrect information I was provided with, which directly resulted in a delay to my journey and a rejected Delay Repay claim.
The booking was for two passengers on the following service:
• Date: 8 January
• Scheduled departure: 23:21
• Route: Gatwick Airport to Brighton
• Scheduled arrival: 23:53
• Amount paid: £35.40
Prior to travel, TrainPal informed me that the 23:21 service had been cancelled. Relying on this information, and while travelling with luggage, I proceeded to Platform 7 to board the next available train, the 23:26 service.
The 23:26 train was delayed and eventually arrived in Brighton at 00:19, which is 26 minutes later than the arrival time stated on my original ticket.
Based on this delay, I submitted Delay Repay claims to Southern Railways (claim references COMP32774233 and COMP32774232, submitted separately for each ticket).
Southern Railways rejected both claims, stating that the 23:21 service was not cancelled and that it departed at 23:29 from Platform 6. I have attached screenshots of the email responses received from Southern Railways as evidence.
TrainPal provided incorrect cancellation information, which directly influenced my travel. I experienced a genuine delay through no fault of my own, based on the information supplied by TrainPal. I therefore request that TrainPal reimburse the delay compensation amount for the journey in question.
I would appreciate a full investigation into this matter and a clear explanation of why incorrect information was provided, along with confirmation of how and when the compensation will be paid.
Thank you for your attention to this issue. I look forward to your response.
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