CMA Opens Investigation Into Trainline's Compliance With Fee Disclosure Rules

The Competition and Markets Authority (CMA) has launched a formal investigation into Trainline.com Limited over the presentation of mandatory fees in train and coach ticket pricing. As of August 2026, the CMA is collecting information to determine if Trainline’s practices comply with UK consumer protection law. No breach has been found at this stage, and the investigation will continue with a case update expected January 2027.

Why the CMA Is Investigating Trainline's Fee Practices

On 18 August 2026, the CMA opened its inquiry into whether Trainline.com Limited adequately includes mandatory fees in its initial price display for customers purchasing train and coach tickets. The investigation centers on whether consumers are made fully aware of all required charges from the start of the purchasing process, rather than encountering so-called “drip pricing” at later stages. The regulator is engaging directly with Trainline to gather detailed evidence for its assessment.

Scope and Process of the Consumer Protection Enforcement Case

The CMA’s information-gathering phase will run from August 2026 to January 2027. During this period:

• The regulator will examine how Trainline presents ticket prices and fees on its website and app.
• Investigators will collect documents, digital user flows, and consumer complaint data.
• CMA officials assigned to this case include Project Director Fred Houwen and Senior Responsible Officer Sorcha O’Carroll, both within the Consumer Protection division.

The case is being conducted as part of the CMA’s broader work on transparent pricing practices in the UK, with parallel investigations into companies such as Virgin Atlantic and RED Driving School, according to a press release dated 18 August 2026.

Consumer Protection Law and Trainline's Obligations

Under Part 8 of the Enterprise Act 2002, the CMA has authority to probe suspected breaches of consumer protection law, specifically relating to clear price presentation to avoid misleading consumers. The focus here is whether Trainline discloses all unavoidable and mandatory charges in the ticket price shown at the outset. Drip pricing, where fees are incrementally revealed during checkout, is a regulatory priority due to its impact on consumer decision-making.

The CMA stresses that the opening of an investigation does not mean a legal breach has occurred. The fact-finding process is ongoing and Trainline will have the opportunity to respond to the regulator’s concerns. The next public update is expected January 2027, when the CMA will announce findings or set out next steps.

Handling of Personal Data During the Investigation

Personal data collected during this investigation will be processed according to the UK General Data Protection Regulation and Data Protection Act 2018. The CMA’s Personal Information Charter details how names and contact information are handled in consumer protection cases.

Implications for B2B Operators and Platform Vendors

Operators and platform vendors offering ticketing services in the UK should review their consumer protection compliance, focusing on how mandatory fees are disclosed throughout the user journey. Regulatory scrutiny of drip pricing spans multiple sectors and signals a potential shift towards stricter enforcement. Firms in adjacent markets should monitor the outcome of this case and similar investigations involving Virgin Atlantic and RED Driving School. CMA officials are making transparent, upfront pricing a priority across marketplaces.

Next Steps and Update Timeline

With the enquiry in its early stage, no ruling or enforcement action has been made against Trainline.com Limited. The evidence-gathering phase will continue until January 2027. The CMA will provide an update then, with public details available on its official news portal or by direct enquiry.