Train booking site faces backlash over alleged promotion of 'unlawful behaviour' to dodge full fares
The Controversy Surrounding TrainPal's Marketing Campaign
A popular online booking platform has been accused of running a marketing campaign that encourages passengers to break the law in order to avoid paying full-price train fares. This controversial activity has sparked significant backlash from rail authorities and unions, raising concerns about the ethical implications of such practices.
TrainPal is a third-party app for booking train tickets, often at cheaper prices by using split ticketing. It operates in a similar way to Trainline, another well-known platform. The site is operated by the Chinese online travel agency Trip.com, which was formerly known as Ctrip, and also owns flight comparison website Skyscanner.
RAIL magazine has criticized TrainPal for "using fake social media profiles to spread misinformation." The issue has been flagged on discussion sites such as Rail UK Forums and Reddit, where users have raised concerns about the platform's marketing strategies.
In October, a user posted under the title "Dubious TrainPal adverts" on one of these platforms. Referencing examples which have since been deleted, the user wrote: "Trainpal seems to be blanketing Social Media with various dubious adverts dressed up as 'secret hacks' or 'top tip' type videos whilst using accounts which, from their account name, appear to have no connection to TrainPal (but clearly must do)."
"The tips and hacks are often themselves somewhat dubious and often inaccurate," the user added.
According to RAIL, the campaign included videos posted on sites including TikTok, Instagram, and YouTube, which claimed to feature members of rail staff. These videos were seen by RAIL before being removed, and they included claims that passengers should not buy tickets at a station as they cost up to 10 times the price of online purchases.
The videos allegedly suggested that Standard Class customers can travel in First Class areas 30 minutes before a train terminates, as "no one will check the tickets or care." The outlet also claims that the videos "routinely claimed there were staff-only discounts of up to 90 per cent off the price of normal tickets, using codes on TrainPal's website."
A RMT union spokesperson told RAIL: "These videos encourage passengers to engage in unlawful behaviour to avoid paying for the correct ticket, severely undermining the authority of on-board train staff. This is a wholly inappropriate form of marketing which creates false expectations for passengers, could land them in court, and potentially create confrontation with our members on trains and at stations, who are already subject to a record level of assaults on the network."
A spokesperson for the Rail Delivery Group, which is responsible for accrediting third-party retailers, told RAIL: "We are investigating online claims to the contrary at present, and can reassure customers they will find the best fares available through our range of retailers."
A TrainPal spokesperson initially told RAIL that the company "sincerely regret any concern caused, as the content did not meet the standards we expect" from its advertising partners.
"We have coordinated swiftly with our external marketing partner to remove all such content and are addressing this matter with the utmost seriousness," they said.
TrainPal also confirmed it was affiliated with now-deleted accounts on Reddit that would post favourable comments about the company in popular subreddits. "We have initiated an internal review to strengthen our approval processes and ensure closer oversight of future marketing content," the spokesperson added.
The company said it was "conducting a full audit of all third-party materials and implementing stricter approval and monitoring processes to prevent similar issues from recurring." Videos also appeared in Spanish.
"As TrainPal continues expanding in Spain, this content was identified during the broader review we launched following the UK issue," RAIL was told.
"Some of the same materials had been used before our updated approval procedures were implemented. Those assets are in the process of being taken down and we've reinforced our review processes across all European markets to ensure stronger consistency moving forward."
Daily Mail has approached TrainPal for further comment.
