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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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

“I bought a ticket (£103.90) to go from London Euston to Liverpool Lime on 23rd February and returning 25th February. I did not use the outgoing ticket Liverpool Lime Street. On the return to London Euston the train was cancelled. So I tried for a refund, which I am entitled to.The trainline app says contact them using RR1. There is no telephone number or email to contact them. Very poor and unprofessional. According to the reviews other customers have had the same issue. I would not recommend trainline app. If you are going to use the trainline make sure travel journey is than less £20. I will await the reply from Trainline.”

Trainline 1 star review on 21st March 2024

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Posted 1 year ago

“Decent app but when it comes to refunds it gets dodgy. They’ve cancelled my train after 2 minutes I bought my ticket. Ticket was £12 they’ve redounded £3 and kept £9 for admin fee. Ridiculous”

Trainline 1 star review on 17th March 2024

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Posted 1 year ago

“You are the biggest rip off company i have had the mis fortune to experience. I had to pay for another mode of transport due to train cancellations and yet you took 75% of my payment for the journey i never had. Every Train Compoany refunds 100% at the level i was delayed. Yet if its delayed you refer to the company but knowing its not there problem as booked with you. Never again”

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Posted 1 year ago

“I had a very bad experience. I recommend do not use Trainline if you can preserve your right to receive a reimbursement and to avoid bad surprises! I bought two tickets in Trainline to travel from Paris to Milan in TGV (69 euros each). The train was cancelled and TGV did not validate the change of train with those tickets: the person in charge of the desk attention in the TGV office at Gare Lyon said "sorry sir, but you bought the tickets in Trainline; there is another train to Milan, via Zurich, in 10 minutes and the only thing you can do is to buy new tickets (226 euros each!) here with TGV and ask Trainline for refund your unused tickets"). So the answer I had from TGV was as if the tickets bought in Trainline were fake. I would have avoided the whole problem and the lost of money if I had bought directly from TGV and not trusted Trainline. Trainline reimbursed me 69x2 euros, but I had to bear the difference. 288 euros lost just by choosing Trainline!”

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Posted 1 year ago

“Booked a ticket from Trainline and my credit card details were stolen and tried for a transaction!!! Luckily I have security notification- so I have declined transactions and blocked the card! BE WARE OF SCAM!”

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Posted 1 year ago

“I have never used the Trainline App or there services, not sure what the point of using them, they are just selling you the existing train ticket price which the train operating company sets and they apply a admin fee on top for using there service. There have no leverage or barging on the prices of the tickets. Why dont these travellers just buy the tickets from the machine or buy directly from the train company, therefore you would avoid all there nonsense fee's and pressure tactics. they just a third party ticket seller making money out of fee's. there is no reason for there existence!”

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Posted 1 year ago

“One of the bookings was cancelled due to strikes so I cancelled in full and only refunded in part. They refuse to talk to me even though I paid for the tickets but had the tickets emailed to another address. No wonder they can offer cheaper tickets when they steal customers money. Avoid just get a flight of possible”

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Posted 1 year ago

“Failed to book tickets. Payment on two different credit cards fails silently with the CVV code being wiped out every time I try to complete the payment. No messages at all on the screen. Tried to book by phone but after repeating my email 3 times to the agent I gave up. I use a secure wallet to complete payment details on the website - so I do not make typing errors. Tried booking through countrywide from national rail but that ends up with trainline anyway. Shambolic and utterly useless.”

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Posted 1 year ago

“First of all, does Trainline care? 0% customer service!!! Worst service all the time!!!! What is the point of writing whole details as I can clearly see that you haven't responded positively to any of previous frustrated customers!!!! Trainline doesn't like to make customer happy!!! Trainline likes to cheat their customers under the name of Technical gimmick!!!! My pure advice to all the travellers just travel without expecting any customer service, that's it. If you have paid extra then forget about refund, it is their profit of money making strategy. Not happy at all”

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Posted 1 year ago

“Bad experiences without any reason Bad experiences without any reason - just more information and properly done job by employee. Ordered ticket online app ( isn’t free 69p) wasn’t able get e-ticket and provided information was possible collect ticket in station TCR. Arrived in station before depart , sadly no machines to collect it, local stuff provided information can collect ticket only in bigger Train stations ( mine was Totten court road) Refund - 10£ fee ( ticket price 15£) very unprofessional. Didn’t had other choice to pay again.”

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Posted 1 year ago

“Literally not traveling but i cant cancel my ticket and i pait 5.50 they cant even give my 2 pound refund.. i tried all possible ways and saying i should contact rr1 but there is nothing to contact... just ussles services scaming people worst.”

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Posted 1 year ago

“Why are trainline using a premium rate number? I had to call as you charged me a £10 admin fee when refudning a ticket that I coudnt use becase the line was shut due to a fatality. But to call you has cost me £6 for 8 minutes. Thanks!!!!”

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Posted 1 year ago

“And terrible. It charged me twice for the same person for the same trains. I spotted it had re selected me instead of another passenger once and changed it back then somehow it changed back to me again and added an extra ticket! The customer service keeps insisting there is no room for error in their system, which is impossible and clearly not true and ask for screenshots. Why would I take a screen shot of a booking? I didn’t think I’d be asking for a refund. No I know to never use train line again to book tickets.”

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Posted 1 year ago

“I booked a £165 ticket with an open return from Preston to Paddington London. Getting into London was great no complaints… however on the way back was HORRID! I got to the train station in London Paddington at 3pm and there were cancellations— I then got to board a train at around 3:30-4pm’ish. I boarded the train with a newborn baby and my 8year old daughter— NO AVAILABLE SEAT. My seats were taken and the train was fully booked. I have a 2month old baby and a child with me standing up then sitting on the floor because our legs started to hurt. I had no where to feed my baby now change his pamper nor no where he or my eight year old could sleep when the got tired. The train was overbooked, I requested a refund and the company has yet to apologize! They just pushed fault onto the fact that it was the mistake of unforeseen circumstances “Storm Isha”. I’ve ran out of baby formula (I’ve packed just enough—my fault, because emergencies do happen) while waiting on to go back to Wolverhampton. It gets worse! ….. a tress then fell on the tracks right before Manchester, so now we have gotten stuck in between Strafford and Wolverhampton. We were told we’ll be let off in Wolverhampton and we’ll have the option to wait or find alternative options to get to our destination needed. By then I’ve ordered a Hotel in Wolverhampton to be prepared to get off in Wolverhampton and Uber’d baby formula there too. (It’s now 9:30pm) Without the Trainline complicating with us the train starts going forward to Manchester— I get off at Strafford. I then catch a coach from Strafford to Wolverhampton provided by the Trainline. I didn’t go to Manchester because the hotel was non refundable and the baby formula was already there… also by time I would’ve gotten into Manchester there will probably be no hotels available or they’ll be high priced— there would also not have been no store open to order baby formula either. Fast forward…. I got onto the coach and was let off at the Wolverhampton Bus Station by the Coach and had to catch an Uber to the hotel. I arrived at my hotel at 11:30pm at night. Please keep in mind.. the tickets to board the train were never checked! Not once! The next morning, I caught an Uber to Wolverhampton Train Station from my hotel at 10:20am to catch a train heading back to Preston at 10:30am and it ended up back in Preston about 2:00pm’ish. I’m a single mother going through postpartum with two children and traveling by myself with an 8 year old and Newborn with no help or even sympathy. They took my £165 pounds and now I literally fighting to get a refund and they’re not communicating fast so it’ll go over the time (stalling) to get my refund back and giving me problems to get my money back. Thanks kindly, Kadijah Lee-Smith”

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Posted 1 year ago

“I bought a ticket before to London and couldn’t go. The ticket cost £15 so I requested a refund. They charged £10 admin!! Total rip off! More recently I bought a return ticket from my location to Gatwick Airport my trip was for 4 days returning minutes after my flight landed. Only to find out that there was a train strike. So I had to find alternative transport. I have just tried to get a fee free refund on the app and have seen once again will be charged the admin fee for a ticket that should be fully refunded as there was no service and it wasn’t my fault! I will be deleting this app after the small change refund has been issued. Better to just do business with the train companies you travel on they will refund you 100% of your money in cases of any disruption!! There’s also link after link that you tap on to find out how to get a refund for a cancelled train and there’s absolutely no answer. You just go around in circles tapping the links . Useless!”

Trainline 1 star review on 31st January 2024

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Posted 1 year ago

“Would give 0 stars if possible. DO NOT use this app, they will take your mone, charge an extra fee only to repeatedly provide completely false information refuse any kind of refund have 0 complaint process and just absolve themselves of any responsibility by blaming the rail service provider whilst keeping your money even though it was their app that provided the false information. AVOID AT ALL COST!”

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Posted 1 year ago

“TRAINLINE ARE A DISGRACEFUL UNSCRUPULOUS COMPANY. They took extra payment out of our bank account when we pulled them up about it and showed proof they then BLOCKED our credit cards saying they would look into in. My son then had to travel to London in an emergency. We could not use our cards as they blocked them while "investigating" so A friend Booked the ticket. Unbeknownst to my son his friend had a railcard and my sin for fined. No amount of reason or appeal could make them see sense and realise it was THEIR FAULT IN THE FIRST PLACE FOR TAKING DOUBLE PAYMENTS THEN BLOCKING OUR CARDS. We were then FINED £69 nothing not even a gesture if good will was offered even after the initial error was there own. DO YOUR SELF A FAVOUR BOYCOTT THIS COMPANY THERE ARE OTHERS WHO OPERATE HONESTLY, look at the reviews and the amount of times they take MORE THAN ONE PAYMENT FROM YOUR BANK. They are a disgrace and we will never ever use them again.”

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Posted 1 year ago

“I’ve booked a train which wasn’t able to stop at the station due to fault in the stopping system. Trainline refused to refund as the train wasn’t cancelled but even though it couldn’t stop to take passengers. The customer service at Trainline was appalling . The random managers send me round in circles forever until I eventually gave up. The customer service assistants were very rude and refused me access to their complain service”

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Posted 1 year ago

“Problems collecting tickets from station. Awful customer service and no resolution”

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Posted 1 year ago

“I booked the train ticket for the trains in Spain. they charge each booking $5.68 booking fee which is fair, but they rip you off on the exchange rate. the ticket value is only 101.8 euro, based on the exchange rate of 0.91 Us dollar to euro, they should charge me 111.9 instead of 117.75. They added extra 5%.”

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Posted 1 year ago

Trainline is rated 1.2 based on 577 reviews