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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Trainline 5 star review on 21st November 2024

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

“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 4 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 4 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 4 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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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

“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!”

Helpful Report

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.”

Helpful Report

Posted 4 years ago

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

Helpful Report

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!!”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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 !!!”

Helpful Report

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?”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 4 years ago

Trainline is rated 1.2 based on 577 reviews