Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 577 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 577 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 76%
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 5 star review on 21st November 2024

Anonymous

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

“So Trainline sold me a NON-EXISTING ticket. Got my Eurostar ticket via them and ended up waiting for 5 hours because in fact they had an outdated train schedule for Eurostar. Contacted their customer service and got an appalling answer. Never again and wouldn't advise unless you want to wander around to find your train that will actually not arrive. Just buy your ticket directly from the train company you will use. It is cheaper and reliable.”

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Posted 4 years ago

“Thank you Nirmala from trainline for your reply anyway .”

Helpful Report

Posted 4 years ago

“If you think going to the train station to buy tickets will be slower and less hassle than booking online with Trainline, think again. Trainline 'customer service' is extraordinarily bad. It has taken me days of emailing to get a refund for a ticket. A simple thing you'd think but hell no. First I was told to cut my tickets up and email them which I did. Then I was told I was emailing from the wrong email address. So I switched to the email address I booked the tickets from but they couldn't find that email address in their records! They kept telling me to provide them with the correct email address and I kept telling them, that was the correct email address. Finally I got really frustrated and asked them if I could verify my details another way. They asked me to send the journey details, the last 4 digits of my debit card and price of the ticket. I immediately obliged, only to be told that their reference number didn't match my details. I then told them I was coming to think that I'd bought my tickets from a scam company and that I wanted to speak to a manager who knew something about customer service. Somehow I kept it polite but after days and days of back and forward emailing to these unhelpful muppets, I was seriously furious. Today I had an email from them saying they'd finally verified my purchase through the last 4 numbers on my card. They gave no details as to when the refund would reach my account however, so I hope I don't have another week long battle to get that sorted out. Lesson: go to the train station to book your tickets so if you need to get a refund, you can save yourself hours and hours of frustrating hard work.”

Helpful Report

Posted 4 years ago

“I bought a first class ticket from London to Edinburgh a few weeks ago. They failed to mention there was no first class service. Therefore, i'm unsure why'd they'd even offer this, other than to scam people for extra money. They refused to give me a partial refund and now i'm having to go through my bank to try to get my money back, as these lowlifes clearly don't care about stealing from their customers. Just go directly to the train services website. You'll save yourself the headache AND MONEY.”

Helpful Report

Posted 4 years ago

“Do NOT expect to receive refund from Trainline as they like to receive payments for doing nothing (i.e. not providing you with the service promised after you have purchased their ticket).”

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Posted 4 years ago

“I bought a STANDARD ticket through them the first time for a business trip to London Cardiff A / R in early May. My work was canceled due to Covid. I asked them for a refund, impossible to obtain: my tickets were of the non-refundable type (Find out about the characteristics of the ticket you are buying because THEY don't tell you). IMPOSSIBLE TO CHANGE DESTINATION, you can only choose a different date. The new booking cost + £ 27.60 to "compensate" the price of the new ticket BECAUSE YOU CAN ONLY CHOOSE FIRST CLASS TICKET even if you have purchased a standard the first time. I also asked for a refund for this new ticket as I CANNOT travel. The only solution offered to me is to change the dates of my trip again by paying again a FIRST CLASS TICKET with a + £ 43.00 to compensate. I give up the trip and the money thrown away. Don't make the same mistake of mine.”

Helpful Report

Posted 4 years ago

“HORRIBLE We were suppose to travel from the US to London on March 18th and were suppose to use a train to and from Manchester but the travel plans got cancelled because of Covid 19. We have been trying to contact trainline for the refund of the tickets but they want to keep changing our tickets but we dont even know if we will e having any travel arrangements in the near future because we dont get vacation time as such here. We have tried to reach out to them numerous times and then they want us to contact the parent company as trainline is just the booking agent for them. Their response was to contact back to trainline Really disappointing and frustrating....”

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Posted 4 years ago

“So unhappy with Trainline services! Stay away from them!!! We’ve been a client for over 10 years now and with the covid19 situation we lost close to £1,000 worth of train tickets which Thetrainline won’t refund or issue any voucher or anything at all even though we qualify for refund as we did call before the departure date and we did contact them on a number of occasions after! Will never use this greedy company again!!!! Hope you are happy ripping companies off at this difficult times!!!! The worst customer service ever!!!! #traintickets #traincovid #trainrefunds”

Helpful Report

Posted 4 years ago

“I used my visa,thought I had purchased a ticket,but no confirmation of transactions. when I sent you an email,it came back as un known address.”

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Posted 5 years ago

“Wife and I rode from london to Newcastle. Somewhere in between my large suitcase was stolen. There is hardly any place to store a big piece of luggage and we had to put ours near a door entry. If we would have been warned of possible foul play I would have stood near my luggage at every stop! There are no warnings issued during the trip to watch your bags, whatsoever. Our tickets were not even checked until half way through the trip. On the way back we did not even have our tickets checked! They let any Joe walk on the train and go where they want without a ticket. They can case the train and get off before the train leaves a station. How secure is that?? Very poor security. We were very disappointed with trainline. Boooo!!”

Helpful Report

Posted 5 years ago

“I can't use my ticket because of coronavirus, yet they don't allow me to change the date. When I applied to a refund they ask me to post the tickets back through recorded post even though the government asks us not to do non-essential trips. I tried to phone them today but they decided to stop all customer service phone options. Very unprofessional.”

Helpful Report

Posted 5 years ago

“I can't use my ticket because of coronavirus, yet they don't allow me to change the date. When I asked for a refund they ask me to go and post the tickets, even though the government asks us not to do any nonessential trips. I tried to phone them today, but they closed all phone lines for customer service. Very unprofessional.”

Helpful Report

Posted 5 years ago

“Would not refund a Hull Trains 'Advance Ticket' that cannot be used because of the COVID-19 pandemic, although Hull Trains DO offer refunds due to the exceptional current situation. Absolutely shameful!!! Trainline have just lost a long-time customer!”

Helpful Report

Posted 5 years ago

“I think that cancellations due to the GLOBAL pandemic should be refundable, regardless of the type of ticket. If I could travel, I would. But the event is cancelled and in any case government advice is not to travel. There is no point in rescheduling. You are taking advantage of an exceptionally unfortunate situation. I will be writing to my MP. Not impressed.”

Helpful Report

Posted 5 years ago

“When trying to "change date/time" of a booking (due to Coronavirus) and looking through various dates and times, all the prices are £50 more expensive than buying a new ticket. Essentially, there is no point in changing the date and time of your tickets.”

Helpful Report

Posted 5 years ago

“I cannot attend a football match due to the Covid-19 pandemic causing all games to come to a close. So it is pretty obvious I would be refunding my tickets. Needless to say to my surprise there was a £10 ADMIM FEE??? £10!! Are you sick in your head? I did not use either of the two legs of the ticket and the admin fee comes to the price of one of them?? Disgusting”

Helpful Report

Posted 5 years ago

“Booked tickets for journey in May, not all issued by machine at my local station. No help what so ever when asked trainline if they could issue. Was told NO as not their responsibility,only option was to buy one return ticket in its place,difficult when purchased with a two together railcard. In other words "not trainlines problem" Eventually rang company who manage the machines and they get 5 stars for issuing all my tickets again at their own cost. I shall never use Trainline again.”

Helpful Report

Posted 5 years ago

“We booked our return journey online and my partner requested table seats as we had a 6 hour journey. We were not only not given them, but not even given seats together so we had to sit separately and squashed for just over 6 hours from Cheltenham to Edinburgh. We tried to call to request to pay for an upgrade to first class as we were so uncomfortable, explaining I have a slipped disc and my partner has injured his ribs. Not only were we denied this, but we were told we couldn't even reserve seats. So we'll constantly have to move seats for 6 hours. Our return journey is today and we are both absolutely dreading it. Never again.”

Helpful Report

Posted 5 years ago

“Tossers made me buy x2 tickets as Indian conductor was a little hitler no flexibility!! Once bitten twice shy never again 🤡🤡🤡🤡”

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Posted 5 years ago

“Useless useless useless... Like the others ... No refund under any circumstances...”

Helpful Report

Posted 5 years ago

Trainline is rated 1.2 based on 577 reviews