Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 565 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Trainline 1 star review on 22nd October 2024

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“TRAINLINE WON'T REFUND FARE FOR CANCELED TRAIN (unless you jump through hoops, and then still that's no guarantee of a refund). TOURISTS SHOULD AVOID "TRAINLINE.COM UK GB" LIKE THE PLAUGE! Numerous rail strikes in UK in June: Trainline notifies you of cancelation, and in their notification offers a link to claim a refund, but at the end of the process, informs you to return any collected paper tickets by mail (recommending using certified or tracked royal post*) to an address in Scotland??? It's just a scam with cumbersome hoops to jump to dissuade refund seekers from what they are owed (I'm sure they claim non-receipt, illegibility, or have addition steps to complete). Avoid this middleman ticket seller and buy directly from the rail provider! Footnote* - Even if one is still in the UK, what Yank (or any tourist) on holiday wants to waste time looking for a post office and standing in a queue to find an envelope and stationery (and copying your correspondence for your own records), just to pen a letter and spend seven quid for tracked mail... sometimes for a train fare equivalent to only $25.00? Trainline is operating a real racket, and the scam ought to be investigated and stopped by the government!”

Helpful Report

Posted 2 years ago

“God AWFUL! Thieves. There is no ‘treating customers fairly at all’ when things go wrong. They won’t provide help. When THEY cancel your ticket because of a cancelled train, you ask for a refund and THEY charge you an admin fee. In my case though they cancelled my tickets as the train was cancelled and won’t give me back my money at all saying the tickets were collected, even though they were cancelled. They still have my money and I’m so angry about this, that I will take this as high as possible, involving MP’s and ombudsman. Watch this space!The convoluted complaint process is seemingly deliberate in order to prevent and deter customers from complaining. The complaint system weighs heavily in favour of, in this case, both the ticket provider and the train operator, and the system seems not to treat customers fairly at all.”

Helpful Report

Posted 2 years ago

“Tantamount to fraud, but they get away with it. Avoid. Trainline booked my Derby - Ghent travel. Easy all in place. But then when you get a cancellation or strike you don't get your money back. Eurostar won't refund me nor will Trainline. I am out of pocket by £93 because of this I will never use Trainline again. Basically they take your money for a service they don't guarantee and won't refund. I am tempted to ask my bank to reverse the original transaction as fraud. AVOID! I will in future.”

Helpful Report

Posted 2 years ago

“Had so many problems and was denied a refund after the train strikes, even though the app misleadingly implies and even includes phone numbers offering reimbursement. The railways station even said "don't use them, they're awful." I will gladly take this and other bad reviews I will soon write off the Internet if I get a refund. Please email me at ajimoc@gmail.com.”

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Posted 2 years ago

“I bought a ticket on 23rd June from Minden (WF) Germany to Copenhagen. The website took the funds plus a booking fee but then informed me that the booking was unavailable and that they would refund the $180 Australian dollars within five days. It is now nearly three weeks and still no refund and no answers to my emails. This feels like a fraud! How do I get my money back?”

Helpful Report

Posted 2 years ago

“You book a train (Amsterdam, Interlaken) €431,50, everything seems fine (train number, itinerary, times etc), then they ask you to pay. After payment you receive a notification that Trainline can’t make the booking and they will return the money that can take up to 5 days.”

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Posted 2 years ago

“Booked a journey from Newcastle to London with my wife (Both 75 years old) and my autistic 12 year old grandson and was allocated 3 seats none of which were together. I have contacted Trailine and Lumo and neither of these organisation could help. You don't know which seats you have been allocated until you have booked the tickets. How they expect my grandson to sit with complete strangers is beyond belief. It is left to me to talk to other passengers to ask them if they will swop seats. I will now think twice about booking with Trainline again.”

Helpful Report

Posted 2 years ago

“First they charged me twice for the same journey, when asked for refund they charge £7.50 as admin fees out of 12£ total amount of tickets that I never booked for. Called customer care, who informed that They will refund the 12£ and I can use the ticket after my travel. Didn’t get the refund for more than a month, so called customer service. Now they say that I have to post them the tickets( that I never received) in order for them to process the refund. In short they double book you and won’t return your money.”

Helpful Report

Posted 2 years ago

“Appalling customer service and no customer care. Jody Ford does not care at all about his customers and disregards any concerns brought to him. Due to the strikes, I missed shows in London and am out of pocket as a result. Rather than accept any responsibility, Mr Ford blamed me. Avoid Trainline.”

Helpful Report

Posted 2 years ago

“I'm Abdul Koroma I use trainline yesterday travelling from London to Hamburg they are total scam trainline and their brother blabla car. trainline sent me two different ticket one is from London to Brussels Which supposed to be blabla bus the time was 9:10 leaving London later in the evening they changed the time from 9:10 to 9:30 we were at the bus station waiting until almost 12 mid-night we board we supposed to be at Brussels midi station 6:25am to board ice train to Hamburg we didn't make it to Brussels until after 8:00am when we arrived in Brussels ice it's not their concern trying to contact blabla and trainline none of them responding they leave us to strand they shown no concern they are total scam their customers care is the worst in the world avoid them”

Helpful Report

Posted 2 years ago

“I booked tickets for San Marino thinking there was only one San Marino. Turns out there are more but nothing was specified on Trainline, no region or anything to differentiate them. I ask for a refund since it is their fault as it wasn't specified. They won't give me one but that's not even the problem. The ask me again and again for the same info to do nothing with it. And then they tell me that now the ticket has expired so they can't refund me, even though the conversation started before it had expired. From what I understood, they were trying to buy time si that the ticket expires. Don't book from Trainline.”

Helpful Report

Posted 2 years ago

“Trainline is a scam. It is always better to buy tickets direct from the train companies. Above all, never buy Eurostar tickets through Trainline because their customer service for overseas tickets is zero. It is much safer, and no more expensive, to buy Eurostar tickets direct from Eurostar instead. I wish I had known this before I paid Eurostar more than £600 for tickets that seem to be invalid.”

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Posted 2 years ago

“Rude and ignorant response by email and refusal to refund”

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Posted 2 years ago

“Bundle of scammers. I bought a ticket more expensive for having the right to refund but when i tried to cancel, they treat me as if I were crazy and they answered me in a very inapropiate way. They never refund me the money. I will never never will be client of trainline again !!!!.”

Helpful Report

Posted 2 years ago

“I don’t think I’ve ever hated a travel service so much in my whole existence. Worst worst worst travel service ever to be created on this earth. Terrible. Ticket system awful customer service atrocious. I just wish I could get my money back on wasted tickets but at least I know who I am not using anymore. I have some many personal stories but I don’t even care about you guys enough to type them just do better.”

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Posted 2 years ago

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Posted 2 years ago

“Brought single ticket in error. Trainline asked I post back the original ticket for a refund, which I did by signed for delivery. Trainline now advise my envelope received but tickets were not included. Its my word against theirs but I posted them back. When I spoke to the train operator (Southern Rail) they advised if I had brought tickets from them they could have refunded on the spot but as Trainline a 3rd party operator, not an option. Customer service is terrible. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“I have used trainline many times previously without fail however with my other my previous bookings have ended up saying payment error. I tried to book my 2 tickets with 2 railcards for the 17th of June 2022 and ended up with the message payment error, I would like an explanation as to why this is happening? I thought I'd give the trainline app another try but big mistake. I have now used another train app and have been much better”

Helpful Report

Posted 2 years ago

“What a shambles after 4 staff advicing different platforms and times we missed 2 trains due to wrong information. Being disabled caused alot of problems”

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Posted 2 years ago

“Outrageous they charge you so much money for a refund - and it’s only a credit to your account, not the money. You don’t go into a shop and get charged for a refund or exchange. NEVER using again. Has to jump through hoops and talk to a robot to get the refund as well - argh!!!”

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Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews