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

“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!!!!”

Helpful Report

Posted 8 months 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.”

Helpful Report

Posted 9 months 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”

Helpful Report

Posted 9 months 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!”

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Posted 9 months 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!”

Helpful Report

Posted 9 months 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 9 months 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”

Helpful Report

Posted 9 months ago

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

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Posted 9 months 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 9 months ago

“Rotten to the core My train was delayed and I missed the connecting leg. I had to purchase another ticket and was told I was ineligible for a refund because I used the ticket to exit the gate nearly two hours after the train reached the station. Common sense and rational customer support completely abandoned by these crooks.”

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Posted 9 months ago

“I recommend trying to avoid using Trainline and just book directly through the train company instead. Multiple times, when I have booked through Trainline, my train has been cancelled and it is impossible to obtain a refund through the app unless you want to only be refunded half the price of the ticket or less, as they take off so much money off in admin fees. Even if you contact them directly to get a full refund, they will not refund the booking fee for cancelled services. While the booking fee is not generally a lot, if you get trains frequently like I do, and considering how often the get cancelled, it will really add up. Even if 1 train gets cancelled per week, you could easily be giving Trainline £30-£50 a year without even travelling. This experience has happened to be too many times now, I will not be using Trainline going forward.”

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Posted 10 months ago

“Horrible customer care”

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Posted 10 months ago

“they were late. the train was meant to get here for 1:04 however they came 1:10.”

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Posted 10 months ago

“How is a company like this still allowed to exist in 2024! Refused a refund on a cancelled train. Arcane system that involved being on hold for hours”

Helpful Report

Posted 10 months ago

“APPALLING CUSTOMER SERVICE - AVOID! Trainline Refusing to Refund! Card billing system overcharged by £586.59! Trainlines billing system overcharged me by £598.59 for 4 additional tickets not purchased or used! Appalling customer service, I'm still trying to get a refund! I booked a return ticket to Birmingham with a quoted price of £154.60, but when my credit card bill came in they had charged me for 5 return tickets and changed me £753.19 in error! I've made contact with customer services and they are refusing to refund because; "all the ticket are now expired in this case I afraid to inform you that I wont be able to process any refund on this booking"! These were tickets I neither purchased or used! I'm having to make a s.75 refund with credit card company. NIGHTMARE CUSTOMER SERVICE.”

Helpful Report

Posted 10 months ago

“Dreadful company. I am disabled and need a seat. They confirmed a return journey which I paid for. Having taken this jourfor numerous years it looked different but felt changes due to Christmas which National Rail make. Then received 2 emails for outward and return journey that trains not running my route. Now numerous emails later, no apology, appreciation of my position asking me to send them copies of e.ail they have sent me. avoid this company.”

Helpful Report

Posted 10 months ago

“Absolutely ridiculous, they cancelled my train I then put my phone in my pocket and accidentally clicked refund ticket. I called them straight away (10 mins later) and given that it takes 5 working days for a refund I believe I was in time to cancel said refund. I was then told even if I didn’t have the money to buy another ticket they couldn’t do anything about it, I said I didn’t have the money to buy another ticket and given that it takes 5 working days couldn’t you just send me another e-ticket and cancel the refund? Obviously not, thank you Trainline for allowing me to pay three times the amount for a ticket I booked last week, for a train that you cancelled. If ever this happens to you don’t ever expect any help from them, especially Cameron, reference number 20736173”

Helpful Report

Posted 10 months ago

“Dishonest company! Do not use! Faulty website caused me to buy wrong ticket and they refused to issue refund, they are lying saying the ticket was used l, even though it was not.”

Helpful Report

Posted 11 months ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 11 months ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 11 months ago

Trainline is rated 1.2 based on 565 reviews