Misleading information and Defraud Formal complaint filed: Dear Sir/Madam, I am writing to file a formal complaint against Trainline (aka https://www.thetrainline.com/en-us) regarding a recent transaction that has resulted in significant inconvenience and financial loss. I trust that your esteemed authority will investigate this matter thoroughly and take appropriate actions to ensure consumer rights are upheld. Background: On 19/3/2023, I purchased train tickets through Trainline, for a journey from Rome to Verona on July 4, 2023, with a return trip from Verona to Rome on July 13, 2023. The total cost of the transaction was $180, approximately $90 per trip for three passengers. Issue: On July 12, we received notice of a railway strike, resulting in the cancellation of our next day planned journey. We attempted to find alternative transportation options using the Trainline app and initially purchased bus tickets for $132. Shortly after, upon further review, we discovered a better alternative within the Trainline app, involving train tickets. We promptly initiated the cancellation process for the bus tickets and received immediate confirmation from Trainline that the tickets were canceled, with a message stating, "refund in process." Subsequently, we were reassured via email that our refund was being processed. Only then we felt safe to purchase train tickets at a cost of $271. Further Complications: The following day, upon arriving at the station, we learned that also the train service we had rescheduled (271$), had also been canceled. We were forced to spend an additional $50 to secure alternate train tickets at the station, as well as make arrangements with a different train company. ** Despite the lack of justification for charging commission fees on a service that was not provided (twice!!!), we took it upon ourselves to handle the refunds directly with the operating railway company (Trenitalia) and chose to forego the commission fees. However, limit has been crossed, when we had found out that the "refund in process" for the bus journey resulted in a reimbursement of $0. We contacted Trainline, and they argued that the transaction for the bus tickets, purchased hours before the planned journey time as mentioned, namely the previous evening upon strike notification mail, is subject to a 48-hour cancellation policy before the scheduled departure. I would like to state the obvious: we would have not purchased additional train tickets, if we were notified that bus journey cancellation is impossible. Issues and Concerns: 1. Misleading Information: I was provided with misleading information concerning the successful cancellation of bus tickets. Despite assurances of a refund, the cancellation was not processed. 2. Duplicative Purchases: The platform enabled me to purchase identical target products for the same passengers, on the same route, and for the same date, leading to unnecessary expenses and confusion. 3. Commission Fee Refund: The company did not refund the commission fee for undelivered products, contrary to established industry practices where other platforms take responsibility for such scenarios. 4. Distress and Miscommunication: The inadequate communication and erroneous refund process caused considerable distress and dissatisfaction. Desired Resolution: I respectfully request that your authority investigates the following aspects: 1. The circumstances surrounding the refund denial for the canceled bus tickets and assess whether it violates consumer protection regulations. 2. The functionality on the platform that allows customers to inadvertently make duplicative purchases and the potential implications for consumer rights and financial well-being. 3. The company's refusal to refund the commission fee for undelivered services and its compliance with consumer protection standards. 4. The impact of the misleading communication on consumer experience, including distress and financial loss. I believe that your involvement will aid in achieving a fair and just resolution to this matter, preventing similar incidents from occurring in the future. I am attaching relevant purchase and cancellation confirmations to this email, including correspondence with the company. I anticipate your timely response and assurance that appropriate actions will be taken to protect consumers and uphold their rights. Thank you for your dedication to safeguarding consumer interests. Sincerely, Eddy and Gali Avital