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

Visit Website

Write Your review

Tell us how Trainline made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“I honestly dont understand all the negative reviews, I have been using train line for years and have never had an issue with them, even when I stupidly booked my outbound and return tickets for the same train station, I called them up and they walked me through correcting the issue. The lady I spoke to was so nice and calm with me. I did have to buy another ticket but luckily it was only 2 pounds more. My refund didnt take long to arrive either. I love Trainline and will continue to use their services.”

Helpful Report

Posted 4 years ago

“The site is dodgy, tried to book cheap tickets on several occasions and it just says my selection has expired. Wouldn't try again, it comes across as a scam site and should be scrapped judging by other reviews”

Helpful Report

Posted 4 years ago

“Refused to refund me for an irretrievable ticket. I bought return tickets from London to Cambridge in advance and downloaded e-tickets to the app. In the meantime, my phone malfunctioned and I lost all my data. When I tried to re-download the e-ticket from my account, the app would not let me as I was using a different phone DESPITE IT BEING THE SAME PHONE. I ended up having to buy replacement tickets at the station for 60 pounds. I put in a refund request only for it to be rejected because “tickets had already been downloaded and activated”. Which is pointless if I can’t retrieve them. Terrible service and I feel thoroughly ripped off. It’s a reasonable expectation that you should be able to retrieve e-tickets if your device malfunctions.”

Helpful Report

Posted 4 years ago

“I simply tried to book a return trip from Ashford International to Reims. Your absurd website refused to let me pay for my tickets because "your date of birth is not valid for the selected passenger type" I can't change my date of birth I get no advice on what I am actually supposed to DO to get past this problem. There is nowhere I can see through the process where it even asks it just says adult. Absolutely ridiculous”

Helpful Report

Posted 4 years ago

“terrible customer service, shall be using national rail website in future”

Helpful Report

Posted 4 years ago

“Will not be using them again. Searched for a train ticket from London Gatwick to Kew Gardens in London. Their search gave me a cheaper option to use National Express so I took it and booked the tickets only to find that the bus only goes to London Victoria. Not the destination I wanted and both slower into London and more expensive than the train. Customer Service line was very, very unhelpful.”

Helpful Report

Posted 4 years ago

“Do not use Trainline for time saving convenience - always buy the ticket direct from your train operator Pushed for time this morning, I thought I would used the convenience of the trainline app to buy a ticket and save time at the station. In my haste I made a mistake on the purchase. I immediately requested a refund- BUT I was charged £10 admin fee! The refund was requested within 10 seconds of making the payment, and the journey time had not commenced. Not realising I had been charged £10 for this, I bought the correct ticket - so it was clear that I hadn't made the initial journey and the ticket wasn't used. I called up to asked if this can be refunded - They don't make it east to find their contact details. And I was told that I should have called up immediately to get the refund - but it doesn't say this anywhere on the app or the website that this is the process. I have now lost £10 - Lesson learned I wont be using trainline again.”

Helpful Report

Posted 4 years ago

“never trust a website which has no phone number for customer service. That always means you're screwed when something goes wrong, and this company is known best for screwing their customers.”

Helpful Report

Posted 4 years ago

“Completely useless. We checked in the web the availability of the trains that we needed to take, three times due to they were these Christmas days. Everything was ok, so we bought go and return. And when we wanted to return home, all the trains were cancelled and they didnt work during the whole day of our return. We needed to buy desesperately tickets for the last bus of the day. No help in the customer helpline because they werent working that day neither. At the next day we called them asking for the refund of the return tickets and they said that we needed to know that in that day the trains would not work. How we would be able to know that?? Such an stupid, useless and completely terrible web. Not use it!”

Helpful Report

Posted 4 years ago

“I ordered a ticket everything had gone through said I would recieve a ticket on my email and I never did so had to buy a ticket from the station waste of money and time won’t ever use them again just got to try get a refund.... fuming”

Helpful Report

Posted 4 years ago

“I booked a ticket on the web site and the 1st problem came at the payment stage, in the bucket there was the ticket twice and the double amount, so I deleted a ticket and paid, but the e-ticket was for the next day I wanted!!! So I paid a ticket that is for the wrong day! What a scam :(”

Helpful Report

Posted 4 years ago

“Wanted to change my ticket travel date a week before the journey got charged £10, for changing the date, lots of hidden costs, won't be using Trainline again ☹️,”

Helpful Report

Posted 4 years ago

“Dreadful customer service. I have wasted hours on the phone trying to get a refund. I have essentially been charged twice for the same ticket. A supervisor was supposed to ring me back - that was over a week ago and no-one has been in touch. I feel cheated. You have lost another customer.”

Helpful Report

Posted 4 years ago

“Joke company.”

Helpful Report

Posted 4 years ago

“This is another one of those companies that is losing money as you can hear from others and people on the trains - they have not given refunds on a timely basis/withholding customer's money especially for delayed/cancelled/or their site errors which indicates the company is going to go bust just like Thomas Cook - disappointed in the service”

Helpful Report

Posted 4 years ago

“I would never use Trainline again in the future. My train is cancelled on my way back from Paris and I am still waiting for Trainline to exchange my return ticket. I have now spend more than 10 hours and written 15 emails back and forth and STILL NO SOLUTION! My advice is: Stay away from this company - their customer service is absolutely horrible!”

Helpful Report

Posted 4 years ago

“I have been trying to get seat reservations for seven weeks now and I'm I'm sick of speaking to incompetent people on their phoneline, yesterday alone I had two conversations with them; the first of which was 45 minutes. I was "guaranteed" to have an email from them with the seat reservations without two hours yesterday. You've guessed it, I'm still waiting. Lying incompetent fools.”

Helpful Report

Posted 4 years ago

“I travelled from Paddington ( London) to Oxford. Trainline got the an offpeak return for around 12 pounds. Amazing. Much cheaper that National Express Bus. Thank you Trainline.”

Helpful Report

Posted 4 years ago

“I bought Eurostar tickets with Trainline, all good until my train was cancelled. I received the information of the cancellation via email from Eurostar, but I had to file the procedure to change ticket or to get the refund with Trainline, since I purchased the tickets through them. This is when all the problems started: I opted to change the ticket for one of the 2 dates proposed, but the customer service was very slow in reacting, in the meanwhile trains for the selected day were getting full booked. When they answered, they proposed me a train at 5 p.m. that was totally incompatible with my time indications (i.e. train after 7 p.m., due to work necessity), even though there was still a train at 9 p.m., but since only the business class was available, they did not even offer it to me, which is totally against their conditions, which set that in case of cancellation of a train, the passenger can obtain the change of the ticket for free regardless of the class of the ticket purchased. When I asked for explanation, they took more than 14 hours to react, they did not answer to my question and than they proposed me a train leaving at 4 p.m, because in their unjustified delay, the train at 5 p.m. got full booked. UNACCEPTABLE. The request for assistance went on, and still no answer. They are forcing me to ask for the refund of the tickets (if I will ever get it), which will anyway cause me great discomfort and the loss of the other bookings related to my trip, just because of their inefficiency in answering in reasonable time. These "intermediaries" for train tickets are good until no inconvenience happens: when it does, they cannot offer you the standards nor the promptness of the customer care of the train company, plus they don't care. And the damage is double: not only I won't rely anymore on Trainline, but neither on Eurostar, which could not provide me assistance because formally I purchased the tickets from a third party, even though I purchased THEIR service and THEIR train tickets. If a disruption event happens, the passengers are left totally alone and must face enormous difficulties and costs in order to obtain protection of their travel rights. Just do not use Trainline. Unreliable customer service. And the quality of the customer service is the core of the services offered by any company.”

Helpful Report

Posted 4 years ago

“Wrong tickets arrived and they £10 to change them even though it was not my fault it was their mistake”

Helpful Report

Posted 4 years ago

Trainline is rated 1.2 based on 565 reviews