Trainline sets aside £3.7m as CMA investigates hidden fees
The ticketing platform has set aside money in connection with an investigation into whether it showed customers the full price upfront.
Trainline has set aside £3.7 million to cover potential costs linked to the Competition and Markets Authority’s (CMA) investigation into whether it showed customers the full price of train and coach tickets upfront.
The amount was revealed in Trainline’s half-year results, which showed its pre-tax profit falling 17% to £55.2 million for the six months to 31 August. Trainline said the provision contributed to the drop.
The CMA opened investigations into Trainline, Virgin Atlantic and RED Driving School in August over concerns that customers weren’t shown the total price upfront. If the CMA finds that the law was broken, it can order the firms to pay compensation to affected customers.
A Trainline spokesperson said:
“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.”
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CMA investigation focuses on Trainline’s mandatory fees
The CMA is looking at whether all mandatory fees were included in the total price shown at the start of the process for buying train and coach tickets in advance on Trainline’s app and website. This is known as drip pricing: when charges that can’t be avoided are kept out of the headline price, or only added later in the booking process.
The CMA says it observed train ticket transactions with fees ranging from £0.59 to £2.79, and a £1.50 booking fee on coach bookings, which can add up for frequent travellers. It has said it has reached no conclusions, and that it shouldn’t be assumed at this stage that Trainline has broken consumer law.
The investigation is at the evidence-gathering stage. The CMA’s next update on the case is due in January 2027, and there’s no legal deadline for it to finish.
Customers could get refunds if the CMA finds a breach
If the CMA decides the law was broken, it can order businesses to pay compensation to affected customers, and fine them up to 10% of their global turnover.
It has already fined AA Driving School and BSM Driving School and StubHub UK over similar practices, and ordered the businesses to refund affected customers.
Trainline said it continues to work with the CMA and other regulators and has previously said it is taking steps to improve how certain fees are shown to customers. It also said the final cost to the business could vary considerably because the outcome of the investigation is difficult to predict.
Your rights on hidden fees and drip pricing
Under consumer law, the price you’re shown when deciding whether to buy should include all mandatory fees, taxes and charges that can reasonably be calculated in advance. If a mandatory charge can’t be calculated upfront, the business should clearly explain how it will be calculated. Unavoidable charges shouldn’t be hidden or added later in the checkout process.
If you’ve been charged a mandatory fee that wasn’t clearly included in the price upfront, complain to the business and ask it to put it right, which could include asking for the fee to be refunded. You should also report hidden or misleading fees to Trading Standards, through the Citizens Advice consumer service in England and Wales, consumeradvice.scot in Scotland, or Consumerline in Northern Ireland.
For a full guide to your rights, read our guide to hidden fees and drip pricing.
Sign up to Consumer Voice for useful updates on your rights, your money and ways to get back what you’re owed.
