Absolutely terrible customer service.
Absolutely terrible customer service. My train was cancelled by the train operator, not by me. TrainPal even sent me a cancellation email on the day of travel, informing me that my journey had been cancelled. Because it was a last-minute cancellation, I had no choice but to ask my wife to drive me to Heathrow Airport in our own car so I wouldn't miss my flight, causing extra expense and inconvenience. When I contacted TrainPal for a refund, they repeatedly sent the same generic response saying the refund deadline had passed. They completely ignored the fact that their own cancellation email was sent after the refund deadline, making it impossible for me to request a refund before then. It is extremely frustrating that customer support does not appear to read emails or review the evidence provided. Instead, they simply copy and paste template replies without addressing the actual issue. I expected TrainPal to stand behind its customers when a train operator cancels a service, but instead I was refused a refund and offered no assistance or compensation. Very disappointing experience. I will not be using TrainPal again and cannot recommend them to anyone.