Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 568 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

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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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

“Terrible company, they told me that "Super Off Peak" was refundable over the phone. Surprise.... It isn't. They are misleading. Please book directly with LNER or the actual train service instead. Save yourself money.”

Helpful Report

Posted 3 years ago

“Got an email from trainline at 0730 to inform me my 1110 from Birmingham international to Shrewsbury was cancelled and said I could apply for a refund when I did they charged £7.50 administration fee , but then I found out the train was actually running, think it will be booking at the station direct from now on”

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Posted 3 years ago

“GARBAGE. Absolutely disgusting. Trains are always delayed. Someone else should take over.”

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Posted 3 years ago

“This company should be punished. Never got refunded from a train ticket, while the train didn't even exist. Général boycott has already begun in France.”

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Posted 3 years ago

“More expensive than buying at the station don't waste your time.”

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Posted 3 years ago

“Wish I would of read the reviews first but thought in 2021 purchasing a train ticket would be straight forward. They refuse to refund my unused tickets at no fault of my own as train station staff said I will get a refund because they wouldn't exempt my trainline ticket so had to purchase same tickets at station again. I had confirmation in an email Trainline customer support sent me that my online tickets had not been used, so proves my point of not using my paid online tickets from trainline so purchasing new ones again was the only option, they asked for the second physical tickets and the weather on the day I was travelling, the train drivers favourite colour etc! They have strict policies about refunds they say because they are con artists that reply with generic responses and typical call center service bullsh*! t”

Helpful Report

Posted 3 years ago

“Terrible customer service, bad experience, handled my cancelled train terribly. Don’t spend your money on them.”

Helpful Report

Posted 3 years ago

“Appalling service, utterly incompetent, still waiting to hear back regarding the refund they owe and they are refusing to communicate. And they employ people who are barely literate, e.g. when my girlfriend was spelling her name to them on the phone, we had to spend ages explaining the concept of an apostrophe to them.. do not use this company”

Helpful Report

Posted 3 years ago

“Yes its like a legal spam... I was going to head out to Bilbao then I was told about the Covid 19 restrictions and how Spain has regions which we were not allowed to step out of our region other Wise when arriving you would be stopped by the cops and they would ask for a "proper reason" (Im just a tourist).Knowing that I decided with the" 48 hour "Grace period all would be fine and I would set myh 144 euros back.. WELL NO AFTER A MONTH OF FINDING OUT HOW TO DO IT THEY SAY THEY WILL ONLY GIVE ME A REFUND OF 10 EUROS. this is a spam and should be ilegal ...There should be notificaciones otherwise you are being compliant to people breaking restricitons as a business you should warn people because they are at risk of loosing money during these harsh times. Trainline does not care about the customers and there is no respect ...avoid and save your money, time and dignity.”

Helpful Report

Posted 3 years ago

“Will never use trainline ever again. I purchased 3 adult and 3 children and a 3 year family railcard to go to London for Christmas shopping but of course could not go due to tier 4 covid restrictions. I applied for a full refund and they would only refund for 5 tickets and not 6 as I should of sent them by registered post. They short changed me by £55 as they said they only have 5 tickets when I know quite well I put 6 tickets in the post which I tried to explain numerous times by email but they kept saying I should of registered the tickets in post. I explained numerous times you evidently received the tickets hence why you only part refunded. I did not expect to be refunded for the 3 year family railcard as I know hopefully I will be able to use it. The customer service is diabolical and I feel robbed of £55 which they don't seem to care or even acknowledge that we are all suffering in this pandemic. I will never use Trainline again. Do not buy from this fraudulent company as they only want your money and how they get away with it I don't know.”

Helpful Report

Posted 3 years ago

“SCAM DE PLATAFORMA A EVITAR!!!!! Compré billetes de tren en esta plataforma, dado que aparecían más baratos. Grave error. Tras los recientes acontecimientos, les pedí que me ayudaran con el cambio del billete, ya que fue cancelado el tren. Ignoraron mi petición y pidieron un reembolso para quedarse con parte del reembolso, así mismo, impidiendo que pudiera cambiar el tren. Les he informado que les voy a denunciar y compartir mi experiencia con quien falte para que dejen que utilizar estos comportamientos deshonestos, son una banda de estafadores en momentos difíciles como los que estamos viviendo.”

Helpful Report

Posted 3 years ago

“I live in a Tier 4 area & i was due to travel to Manchester tomorrow, i have tried to amend my date of travel (at a cost of £10 per ticket+ £40!!!) the website will not allow this, i applied for a refund yet again the website will not approve. I have just ended a call as i have been on 'hold' for 65 mins & still 22nd in the que! This company is useless, no ethics, no interest in peoples safety in preventing the spread of the virus. I agree with other reviewers - DO NOT BOOK WITH TRAINLINE THEY ARE A LYING CON MERCHANTS.”

Helpful Report

Posted 3 years ago

“AVOID TRAINLINE. Words can't describe how poor and dishonest trainline really are. From start to finish I've had nothing but trouble and lies from them and weeks down the line I'm still chasing them for my refund, a refund which they have charged me £10 for administration which is disgusting I would strongly advice and beg anybody who needs to book train tickets in advance to use one of the other services which I have used and have never had a single issue with. ABSOLUTE DISGRACEFUL!!!!!”

Helpful Report

Posted 3 years ago

“WARNING: Trainline puts travellers lives in danger. They will keep travellers money even if they cannot travel due to Government Health and Safety policy during Covid-19. In my case, now that London is in tier 4 I can't even leave my local area nor I know when will I be able to travel again. Trainline said they will not refund me and that I can still take my train so basically they are ignoring the urgency of the situation and forcing people to break the Government rules and even spread the virus! with people dying and getting sick right and left!!! Do you want to travel with a Company prefers to get your money even if you die and cause other people's deaths? I am never booking with them again. Stay safe and book with a considerate, reasonable and law abiding Company instead.”

Helpful Report

Posted 3 years ago

“2p per min customer service, put me on hold for another 10min so she can ‘start her computer’, charging a cancellation fee when government guidance has instructed us not to travel as London has been moved to tier 3 COVID risk and the call centre did not seem to understand what was going on. I feel like I have been robbed during this unpleasant situation. This is by far the poorest customer service I’ve experienced as she did not even realise she was talking to a trainline customer.”

Helpful Report

Posted 3 years ago

“Disgusting Scam company and would advise people to be AWARE and avoid if possible. As a plate driver sometimes tickets bought in advance are not needed due to the nature of my work. My account was suspended as I had made a few refunds and when questioned I informed them with the above information. Weeks later my account was reactivated and all 9f a sudden I have received a n email from Northern rail stating I had made 3 refund request in 12 weeks. 2 of the tickets were partially scanned. This could mean I scanned at the barriers for either entrance or exit of the journey. Firstly you cannot claim a refund if part of the journey has been made as its registered through Trainline. A total of £33 was refunded in 12 weeks.now I have been fined for the amount above plus administration fees which totals £190. With no breakdown or evidence to show. The crumbling Northern rail is just as bad. Please DO NOT USE THIS COMPANY”

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Posted 4 years ago

“Not even been able to refund me a single ticket booked on the Internet. Terrible customer service which basically never understand anything.”

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Posted 4 years ago

“Really poor service. You spend more trying to book tickets or change them than the actual train journey would take. Website never works properly either”

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Posted 4 years ago

“I paid £6.15 for a return ticket l had to cancel due to an high temperature l was told l would get £2.85 back it's disgusting a 66 year old disabled pensioner getting ripped off. l can't help being ill would they rather I travelled and spread covid it's over half what l paid train line are thieves”

Helpful Report

Posted 4 years ago

“I had an high temperature and was advised to isolate l asked for a refund of £6.15 l paid 30p booking fee and £5.85 l was told l could have £2.85 back £3.00 was being taken for administration it's disgusting train line are thieves they should be closed down l don't believe they can take over half my money lm a 66 year old disabled pensioner you can't help being ill l should have been given a full refund not less then half”

Helpful Report

Posted 4 years ago

Trainline is rated 1.2 based on 568 reviews