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."
Comment as guest
Comments
Cris. B. - 10/12/2024 17:49
It is a nightmare getting my granddaughter to College via train. Everyday trains are delayed or cancelled. Ny daughter and I where travelling down to Tring to see my grandson in his College show. Everything went well until we goit to Milton Keynes We were then informed that the train we should have changed onto was only going to a couple of stations and NOT to Tring. We got on and went for one station and realised we were then going in the wrong direction, away from Tring so got off at the next station. A taxi firm with 3 large cars was waiting at the station and my daughter enquired how much to Tring and was quote £35 with the first and £40 with the second. Absolutely scandalous and they knew the trains were not going to Tring so were trying to milk the customers. My dauther went back into the small station and saw a woman in the station who worked for the railways. She asked her why the Tring train was cancelled and the lady replied, they keep lying saying there are problems with the rails and all sorts of lies but the actual reason is that the drivers are NOT turning up for work. They are just lying to everyone. We know they have had a massive payrise but apparently the Unions have told them to hand on and try for more so causing all thiese problems for comuters. Now the Government is going to nationalise the railways to stop all this striking and I hope they all lose their jobs. A massive number of people rely on trains to get to their place of work because using the car is mostly a none option with all the motorway queues and it is disgusting that people are late or losing their jobs, kids are not getting to college on time because of these selfish people who keep striking for even more money. I am absolutely disgusted when every morning early we get to the station and the train is either delayed or cancelled, meaning late for College or work. Today all about greed of money and people are getting sick of it all.
Reply as guest