trainline_companjon

Help center

Companjon is currently in the process of winding down its business activities. If you previously purchased Cancel for Any Reason insurance underwritten by Companjon, please note that your policy will continue to be serviced in accordance with its existing terms and conditions.
 
For any enquiries or support relating to your insurance policy, please email customer@companjon.com

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What is Trainline Cancel for Any Reason?

Cancel for Any Reason insurance offered you compensation for part of your ticket cost if you had to cancel your journey for any reason. You were eligible for this compensation if you insured your journey at the time of purchase and cancelled your journey within the Cover Period as stated in your Membership Certificate.
 
This is just an overview of the insurance conditions. A full explanation of the Trainline Cancel for Any Reason can be found in benefit guide. 

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I cannot find my insurance confirmation, how can I receive my insurance documentation again?

When you purchased Cancel for Any Reason insurance, your insurance details were automatically sent to the email address you purchased your journey with on the Trainline Platform. You should therefore be able to find your insurance information from us in your email inbox, please check your spam folder as sometimes it can end up there.
 
If you still cannot find the confirmation, please email customer@companjon.com and we will be happy to resend your documentation as soon as possible.

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How do I cancel my ticket?

To have been eligible to claim under the Cancel for Any Reason insurance, you must have cancelled your journey on the Trainline Platform no later than the end date and time specified in your Membership Certificate.
The insurance applies to all tickets included in your booking.
 
If you cancelled your booking within the eligible timeframe and have not received your compensation, or if you require any further assistance, please email customer@companjon.com and we will be happy to help.

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How is my compensation calculated?

Cancel for Any Reason offers you a compensation for part of your ticket cost. The compensation value does not change depending on when you cancel your journey and can be found in your membership certificate. Please note this does not include any amount you paid for insurance cover or your booking fee.

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I'm unhappy with my claim outcome. What can I do?

We're sorry to hear that you are disappointed with the outcome of your claim. If you do not agree with a decision made regarding your benefits, you can contact us by emailing customer@companjon.com. 

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How does Companjon process my data?

Your membership pack explains how Companjon collects, uses and stores your personal data when you purchase Cancel for Any Reason Insurance. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation.

You can conveniently access it here.

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I want my data deleted, how do I do this?

To exercise any of your rights under GDPR, including a right to request deletion of your personal data, please email us at dataprivacy@companjon.com.

Please include your name, insurance number and details of your request in the email.
We will aim to fully respond to Your request within one-month of receiving it.

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How can I contact you?

If you're having trouble finding the answers you need in our FAQs please email customer@companjon.com. We will make sure to email you back within 2 business days.

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What languages can I speak to you in?

Our customer service team offers support in English, French, Italian, German and Spanish.

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How can I give you some feedback on the service I received?

We strive to deliver the highest quality customer service and work hard to resolve any problems and capture feedback. You can email customer@companjon.com to share your feedback. We are looking forward to hearing from you!

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I have a complaint. How do I raise this with you?

We are committed to providing the highest level of service to you.Sometimes however, things can go wrong. As a valued customer you have the right to submit a complaint, please email us at customer@companjon.com.

We promise to acknowledge your complaint within 5 business days of receipt and will provide you with information regarding next steps. You can read more about how our complaints process works in your Membership Pack.

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