Trainline Sets Aside £3.7 Million Amid Drip-Pricing Probe
CMA investigation targets hidden fees as new refund rules impact UK consumer revenues.
Carla Rooney
Trainline has allocated £3.7 million to address potential costs from a competition probe.
The Competition and Markets Authority (CMA) documented additional fees, ranging from 50p to £2.79, during transactions. This included a £1.50 booking fee for coach journeys, consistently added during the booking process.
The authority asserts that consumers impacted by these practices could receive compensation if the companies are found to have violated the law.
Trainline stated, "We continue to engage proactively with the CMA and other relevant regulators, looking for a swift resolution that ensures customers have clear and transparent information, and maintains a straightforward booking experience." The company also acknowledged that "the ultimate outcome of the investigation remains highly uncertain and is very difficult to predict with precision."
New regulations, implemented in April, now restrict customers to requesting refunds only before 11:59 pm on the day preceding travel. These changes directly contributed to a 5% decline in Trainline's UK consumer revenues during the first half, totaling £102 million.
Despite these challenges, overall net ticket sales in the UK held steady at £2.1 billion. Ian Brown assumed the role of Trainline's chief executive in September.