May

We requested a refund for our train tickets due to train cancellation. It was refused. Our original journey was a return trip from London to Liverpool Lime Street with a stop at Birmingham New Street. The second leg of our journey (Birmingham New Street to Liverpool Lime Street) was cancelled due to wire problems (and the subsequent two trains were also cancelled). Any delay would be more than 2 hours at least. We did not go to Liverpool as the delay would be more than 2 hours at least and we would have missed our event. We had to return to London from Birmingham New Street. Trainpal customer service told us to contact LNR for refund. But LNR in turn asked us to contact the actual train operator, Avanti West Coast. Avanti replied that we had to ask the retailer i.e. Trainpal to refund because the tickets were not bought from them directly. We are now really caught in the middle. We tried the chat on Trainpal apps and they said our tickets were consumed because we took the first leg of train. But we could not complete our journey without the second leg!! They sold a through ticket. This should not be a reason to refuse refund.