Rail union RMT has launched a scathing attack on Trainline, accusing the online ticketing platform of misleading customers, overcharging, and selling invalid tickets.
A survey of over 2,600 rail workers conducted by the RMT revealed a range of serious issues with Trainline's ticketing practices. The union claims that the company is prioritising profits over passenger needs, leading to hidden fees, confusing fare options, and inaccurate information.
However, the company has strongly refuted the claims, arguing that many of the claims are baseless and incorrect.
Findings from the survey included 90% of members reporting that Trainline sold tickets that are invalid for passengers' journeys, forcing them to pay additional fees or risk penalties. It also claims that fees were consistently higher than necessary with 60% of RMT members reporting that the platform failed to apply discounts.
However, Trainline disputes this is the case. According to the company, it sells the same ticket types as train operators with the same terms and conditions. Trainline also disputed RMT’s claims regarding booking types, telling RAIL that it does not charge booking fees on two-thirds of its UK transactions.
RMT General Secretary Mick Lynch expressed strong criticism of Trainline's business model: "Trainline is a profiteering machine that's ripping off passengers and unnecessarily costing taxpayers. Their model relies on hidden fees, deceptive ticket options, and overpriced fares – all designed to boost shareholder profits at the public's expense."
Trainline reported a 16% revenue growth for the last six months and doubled its operating profit to £49 million when it released its results half-year results on November 07.
RMT also said that Trainline displayed incomplete and misleading information on the website and app, including a lack of integration with real-time train and platform information leading to confusion for the passenger.
Lynch added: "A nationalised, publicly owned rail ticketing system would mean transparency, fair prices, and best-value fares for every passenger. It is a first step to ensuring rail ticketing returns to public ownership, putting passengers and staff first."
Trainline however, has refuted this, claiming that not only do they provide real-time train information, but other rail operators use its technology.
A spokesperson for Trainline told RAIL: “We're proud to offer great value and easy modern ways to buy train tickets to millions of UK passengers every month, giving our customers average savings of 35% through SplitSave, railcards and advance tickets.
“We are the UK's most popular app for all travel, not just for rail, and the British public's most trusted channel for buying train tickets at the best available price.
“While this RMT attack is riddled with errors we will continue investing in new tech and working in partnership with the Government to make rail travel easier and more attractive.”
RMT’s claims were also rejected by the Independent Rail Retailers.
It's chair Anthony Smith, said: "Independent Rail Retailers reject the claims put forward made by RMT.
"Passengers prioritise value for money, clear information and high-quality service— all of which are provided by third-party rail retailers. These private sector independent rail retailers drive innovation, boost customer satisfaction, and support the new Government’s priorities.
"Our members remain dedicated champions of passengers and leaders in innovation within the rail retail sector. Independent Rail Retailers will continue to work with the Government to enhance the rail travel experience, making it more efficient and accessible for all."
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