Never buy a ticket through this company. They are a third party with little empathy for their customers. TLDR, Buy your tickets directly from the service operators' websites, Renfe, OUIGO, etc. Trainline is a third-party vendor that will leave you on your own if you have any issues with your reservation. ------------------------------ 1st red flag 🚩 -> They do not have, or it is hard to find a chat or phone number for contact. 2nd red flag 🚩 -> Instead of helping you as their customer, if you have a problem with your reservation, they leave you on your own, even when they collect all your data and financial information. 3rd red flag 🚩 -> Trainline seems to don't have a direct resolution channel with their service operators for customer issues. --------------------------- On July 15th, I bought four tickets from Madrid to Barcelona using the Trainline website. (Total 196 EUR) The website crashed a couple of times during the purchase process, and somehow it made two duplicate purchases. Same people, same train, same time to the same destination. (It is important to mention that during the booking process, you must add your unique passaport number per passenger). The only difference was that I was assigned two different reservation numbers. And of course, they charge me twice for the purchase. After noticing it on my credit card, I wrote to their customer support through email (1st red flag 🚩 -> They do not have a chat nor a phone number for contact) They reached back, denying that their system had any issue And that I had added the reservation twice to the shopping cart. To "prove it" They sent me generic pictures of a warning message that their system is supposed to show when something like this happens. I have been working as a Software Engineer for more than 15 years, and I quickly notice two significant flaws in this argument: 1- A warning message for this kind of use case is not enough to guarantee the correct functioning of the system. (The same people cannot travel on the same train to the same destination simultaneously). 2- All user environments are different. Operative Systems, Browsers, and even the network conditions in a given moment can create a lot of different scenarios, so a screenshot of a generic message does not mean that it appeared on my computer during the purchase process. (Until now, they haven't shared with me any servers logs or videos, citing that it is for security purposes) Cause they denied any responsibility, they told me to contact the service operator (OUIGO) to resolve the issue myself. (2nd red flag 🚩 -> Instead of helping you as their customer, they leave you on your own, even when they collect all your data and financial information). After contacting OUIGO, the service operator, they said I had to resolve the issue with Trainline, and Trainline says that it is OUIGO. After several emails and a lot of back and forth, I have ended up in an infinite loop between OUIGO and Trainline when neither of the two companies wants to take responsibility for a system that makes two reservations for the same people, same train, same time to the same destination. (3rd red flag 🚩 -> Trainline seems to don't have a direct resolution channel with their service operators for customer issues). Final thoughts, Having empathy for the customer differentiates excellent from mediocre companies. I'm pretty sure that for Trainline, EUR 196 is nothing, but it represents a lot for my family and me. Until now, our money has been lost cause my family, and I could not travel at the same time to the same place on the same train to the same destination, and nobody seems to care about it.