I rarely say I'll never use a service again, but if Trainline's my last option home - I'll ditch my luggage and start walking. After being sold a ticket for a train that wasn't on the timetable, I show up to the station a week later ready for my train. Low and behold, it's not there - it's not on the timetable and it's not marked cancelled. I spend 2.5 hours in the rain waiting for a customer service rep on their online chat (they don't take calls on Sundays, of course!). Eventually, I reach someone who I'd happily identify as one of the unfriendliest strangers I've ever had the displeasure of talking to. I'm told that it's the train providers responsibility to tell them, who tell me, so it must be their fault or I missed an email (I missed no email). I'm incredibly late, soaking wet, down ££ from getting to the station with no train, and down more ££ for having to find my way home (+120 miles) on a Sunday with no services, I'm offered a refund. It gets better, I'm offered a refund minus the booking fee which Trainline feels it should need to return as it 'provided it's service' and it's 'not their fault'. Another 1.5 hour wait on the following Tuesday and I'm finally on the phone. I wasn't sent a transcript of the live chat to take the matter further, I wasn't provided an apology in writing, I didn't receive a call from the escalation team (beginning to think they don't have one) and my refund is taking longer than the 'maximum' 5 working days. Please, god, go book your train tickets elsewhere, it's not even cheaper through this joke of a 'service. Transaction ID: 501575715318, if you want to validate this 🙂