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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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

“Absolutely terrible customer service! Pretty much useless! would much rather download and buy tickets directly from the trains themselves and their websites as they're cheaper that train line and have better services!”

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Posted 4 years ago

“Terrible costumer service. After having bought a ticket, a double deduction was made from my creditcard. Trainline didnt want to correct their fault and i never saw my money again. Costumer service hardly impossible to get in touch with. Suggest to stay away from Trainline.”

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Posted 4 years ago

“Must unhelpful staff wrong information given book direct with the train company”

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Posted 4 years ago

“Bought a ticket for Bristol to Gatwick in advance. Several weeks later I get an email telling me my journey has been cancelled with no explanation or apology. Because of the ticket type I am not entitled to a refund, only alternative times which cost more than DOUBLE my original ticket. I called. Busy. Advised to use online chat, so I did. Also busy. I am NEVER using these clowns EVER again. False economy. Avoid!!”

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Posted 4 years ago

“Very bad customer service... wrong information emailed and given by the team... refused to give refund or compensation for the tickets because of close of station... the team is not willing to help... please never book from trainline... they only know to say they are retailers and can't do anything... its better to book from the train station that from this service provider who dont care if something goes wrong... the team bad...very bad”

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Posted 4 years ago

“"Open return" button resets on changes, resulting in charges at the station. If you select open return then change another setting, the open return gets unselected. Multiple times this has resulted in train staff trying to make me pay for another ticket, in which case I have, & will continue to push passed the rail staff in order to leave the station. If one of your staff tries to rip me off again, they will get hurt.”

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Posted 4 years ago

“Booked Ist class ticket from erth to reading only one 1st carriage no seat ! And no social distancing ! Got off train and my daughter drove me home ! U sold tickets knowing 1st full already !!!”

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Posted 4 years ago

“I booked a first class ticket on trainline from Stafford to London Euston, filled out seat reservation and when I paid it came back nor seat reserved!!! I have emailed you 4 time with no response, are just interested in taking money and not interested in customer service?”

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Posted 4 years ago

“1. Timetable online is out of a date. Thanks to it tickets price from £12.7 went to £19.6 2. 30 mins travel and return train delayed 30mins. It is no first time on Warrington-Chester route. 3. Official email, phone, address for comments/complains? Does not exist or is camouflaged. It means everybody's happy?”

Helpful Report

Posted 4 years ago

“A 1 star rating is actually generous. Avoid booking with Trainline at all costs. The “Customer Support Team” is the biggest misnomer I’ve come across in a long while. They do not read your emails properly and they do not show an ounce of intention to assist. They will not engage on the phone and apparently you can’t raise a complaint about the service with anyone in authority! I wasn’t even seeking a refund. I only wanted to exchange my tickets for another date after my train was cancelled.”

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Posted 4 years ago

“Hopeless. Booked with them and wanted to take bikes. Unable to book bikes on line or get through by phone so bought tickets and went to local station to reserve bike spaces. They were unable to do this and said come back in a couple of weeks. Last night I had an email saying our return train was cancelled. I looked on my account and it said no pending journeys(!) I drove to station again and unable to get bikes on suitable trains. Was told to contact Trainline which I did and they said train wasn’t cancelled and no refund would be given even though I explained the situation. They played the ‘because of Covid’ card. What on earth are you supposed to do? This is crazy and I have now lost my money. Steer clear is my advice.”

Helpful Report

Posted 4 years ago

“I booked 2 tickets for myself and my wife to Gatwick as we were flying to Paris. About a week before we were due to fly, the airline emailed me to state that the outbound and return flights had been cancelled due to the coronavirus outbreak. I subsequently emailed Trainline to request a refund but received a reply which stated that I wasn’t eligible for a refund (even though the train tickets were for a week ahead). I then sent another email and received another rather snooty reply saying that I wasn’t entitled to a refund (not even as a goodwill gesture). Trainline is a greedy, robbing company with no concern for its customers, profit before anything else. So to sum up I was charged for tickets that I didn’t use. I would have given no stars or minus stars for this company but it is not possible. I will not be using Trainline again even though I have used them many times previously. In future I will be using National Express or driving myself. Be careful when booking with these shysters.”

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Posted 4 years ago

“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 .”

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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.”

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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.”

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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

Trainline is rated 1.2 based on 568 reviews