Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 568 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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Metrics

1.2

Based on 568 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

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“Insurance promises Cancellation refund in case of an emergency - no refund given when I had to cancel.”

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Posted 2 years ago

“Found booking system very confusing .made mistake with return dates somehow tickets did not appear on app . Spoke to customersupport who organised refund promptly although found the whole experience very confusing !!”

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Posted 2 years ago

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Posted 2 years ago

“Trainline is the worst company ever. They will charge you a fee for your booking and then if there's an issue they won't take responsibility about it. My train got cancelled and they never helped me, they keep on sending me to complain with the train line (who NEVER ever responded)”

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Posted 2 years ago

“I recently posted a review about Trainline that was based on my own experiences, and as the saga continues, Trainline just get worse. I booked 3 tickets with Trainline, combined price £36:70. Because of the industrial action taken by the RMT on the day I was due to travel, I had to change my bookings so that I could travel on the day before I was due too. I attempted to get a refund for the three tickets, Trainline said that in order to get a refund, I would have to send my tickets to them in Edinburgh. This I did. I sent the tickets back via registered post as they suggested. One ticket cost me £18:60, one cost me £14:60, and the last one cost me £2:50. I have received a refund for £18:60, and after complaining, I have received another refund for £2:50. I’m now waiting for the final refund for £14:60. Trainline are a mess and the sooner this company is shown the door, the better.”

Trainline 1 star review on 16th August 2022

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Posted 2 years ago

“absolutely gutted, we just bought a £209 ticket on trainline and it changed the date at checkout. It’s now saying it’s unrefundable, such a rip-off, never using this service again”

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Posted 2 years ago

“Dreadful service. Etickets did not go onto my account - had to buy more tickets to travel. Customer service pretty useless took 2 days to get any response- did not speak English. No response to written complaint- still waiting for refund - no compensation. Buy direct from train company - not this scam.”

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Posted 2 years ago

“I was buying a train ticket back home on the Trainline app, and the app by default chose the "same day return" option. I didn't realise that and I bought a return ticket accidentally.Once I noticed it, I called their customer service for a refund, so I can purchase a new single ticket. Maria (the customer agent) on the phone told me only way she could refund the ticket is if I get a new ticket. Then she found a "single one-way" train ticket to home for me which also worked for my schedule. She told me to buy that, so she could refund the money for that accidental return ticket. I did buy it as this was the ticket I was intending to buy from the start anwway, and she promised that this was the only way she'd refund the ticket. It has been 2 MONTHS and 2 weeks and I still haven't received a refund. And I have emailed trainline, 13 TIMES over this period, and they always said they are working on it, then they completely stopped replying.. I'm currently trying to get my money back from Trainline with the help of my bank!”

Trainline 1 star review on 10th August 2022

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Posted 2 years ago

“Booked tickets from the wrong station. When I requested a refund 5 minutes later I was told there would be a £10 admin fee. What a joke”

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Posted 2 years ago

“Terrible customer service Would give zero stars if I could!! Bought 4 return tickets at start of June for 150th golf Open at St Andrew from Dundee. Thereafter advised to cancel tickets due to rail strike. Did so and forwarded tickets recorded delivery which they received soon after. Waited for a while and contacted them on 21st July to ask for update why no money had been returned into my account. Told a backlog but would receive payment back into my account(minus booking fee!) within 3 working days. Waited AGAIN for a while after still no refund! Contacted them once more on 5th August to be told that still a delay although I am now a HIGH PRIORITY case I'm not holding my breathe! I'm a patient person but c'mon Trainline I look forward to your reply”

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Posted 2 years ago

“Worst customer service ever ! It seems that if you buy a multiple ticket journey, and one part is cancelled by the train company (Thalys), you can not get a refund for the cancelled part. Wrote to the customer service but they ignore my request. I will never buy again through Trainline !!!!!!!”

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Posted 2 years ago

“Appreciate these are difficult & testing times with the ongoing strikes etc., however the customer sales support is extremely poor with no real support other than to palm you off to the individual train company itself, this is after Trainline sold you the tickets they take absolutely zero responsibility for this. It also takes 1 month to have cancelled train ticket monies returned, funny it takes a matter of seconds to take it but a month to return it? Never again will I use Trainline!”

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Posted 2 years ago

“Ticket wasn’t working despite it being an Anytime single ticket. Was told to buy another ticket, and request a refund but I’m being charged at £5 admin fee for an £8 ticket. The Customer service team are condescending and lack empathy, and made it seem like I was lying about my ticket not working. Believe all the reviews, the Trainline are bona fide crooks. Go elsewhere or buy directly from your train provider.”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“I feel like I'm being stolen from by trainline. It's going into two month since I changed a booking date with the assurance that I'd be refunded within 3 to 5 working days. Ammended a booking date and paid a fresh amount, and was told I would be refunded for the previous booking of over £40. Customer representative named Ritchie kept on saying they would revert back once they get a notification from relevant team, upon countless emails and providing all evidence relevant to this transaction. Very awful experience and loss of my hard-earned money. I need my money back!!!”

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Posted 2 years ago

“I had to cancel due to a family issue. My tickets at a cost of £16.20 which you already charged a booking fee on. You charged £10 admin fee to cancel! I will never use your disgusting service again after using for many years- You are a disgrace”

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Posted 2 years ago

“Had a ticket booked, paid for, £25.00. Day before my journey, I received a message from Trainline informing me, the train I have booked has been cancelled. They did offer me to travel earlier or later, but this was not an option for me. So I opted for refund, outraged to discover they kept £10.00, !!! What an absolute scam ..what other companies would get way with this behaviour. Not my fault they cancelled a train, by the way a major train from London to Penzance... useless, I can't begin to explain my disgust for train companies in the UK.”

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Posted 2 years ago

“Don’t use! Gave me different ticket prices every time I refreshed the screen. Did not explain offpeak hours then station staff refused to let me board a train. Didn’t tell me you can buy a cheap railcard for big discounts on every journey. Rude customer service. Applied for a refund, to inexplicably only receive 55% of what I paid, despite buying a second ticket through Trainline for the same journey, since the first one was missold. Buy elsewhere if you can.”

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Posted 2 years ago

“Irresponsible staff and awkward service.”

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Posted 2 years ago

“Awful customer experience”

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Posted 2 years ago

Trainline is rated 1.2 based on 568 reviews