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

“Same scenario like others . Flight cancelled due to the virus and they would not do a refund. Useless useless useless”

Helpful Report

Posted 5 years ago

“I was supposed to fly to England for the London Book Fair for work, but the fair was canceled yesterday due to the Corona Virus. I am no longer traveling to Europe. I inquired about a refund and was told that they will not give me my money back, they will only let me reschedule. But I do not need to reschedule, I need a refund! I live in New York and am no longer coming to England at any point, so rescheduling will do me no good. I spent $112 on train tickets that will not be using because of the Corona Virus and yet Trainline is going to keep my money? This is terribly poor business on your part. Every day new cases of this virus are popping up in new countries and more states here in America. This illness is spreading like wildfire. There are currently 22 cases of Cornona virus in NY where I live. Conferences are being canceled left and right because of the Cornona Virus and TrainLine is going to take advantage of other people misfortunes by not refunding their money and profit off of a pandemic?! Seriously?! That's despicable! I am not canceling due to a flimsy, personal reason. This is a GLOBAL PANDEMIC that needs to be taken seriously. Trainline company is taking advantage of an already bad situation and making it worse. Shame on you! DO NOT BOOK WITH TRAINLINE! TAKE THE BUS INSTEAD!!!”

Helpful Report

Posted 5 years ago

“No refund even for trips canceled to areas with corona”

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Posted 5 years ago

“On my train from Kings Cross to Hull, the train suddenly decided it wasn´t going to be stopping at Howden, my destination, or Selby, the nearest stop to my destination, and there apparently wasn´t any rail replacement from Doncaster onwards, nor a taxi provided? I couldn´t get any help from the train operators or the station staff, and had to take a very expensive taxi to my destination. I requested a refund of my ticket because (obviously) my destination was cancelled without notice and they said no without giving me a reason.”

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Posted 5 years ago

“The service sells tickets for the journeys that don't exist In the last two week it happened to me twice!!!And they didn't answer for my letter of complains so far”

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Posted 5 years ago

“Horrible phone experience. Their system messed up my tickets and now they wouldnt refund me evn though they werent used. Will never ever use this app again. They said customer relations will be kn touch within 72 hrs. Couldnt even get a confirmation about the issue being rased. Fuming!”

Helpful Report

Posted 5 years ago

“Purchased a ticket, they took the money, the transaction failed, no ticket with a 2/3 day refund meaning i could not get the intended coach”

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Posted 5 years ago

“Be careful if your teenage children travel alone with trainline. My daughter and her boyfriend bought an open return from Darlington to York to attend a York university open day. Both paid £12.60 with student cards. On the way back they got on a train from York to Darlington as their ticket was an open day return. There was no room and they had to sit on the floor. Then 10 minutes from Darlington an aggressive Man checking tickets examined their return tickets and they were told that as the train did not go through Northallerton they must pay a further £30 each. The man refused to recognise their student cards and bullied them into making the extra payments. Being fairly naïve my daughter and her boyfriend paid the bully an extra £30 each. Trainline later said they should have examined the fine terms and conditions of their original ticket. They refused to comment on the Bullying ticket inspector and refused to comment why he ignored their student railcards. No wonder people complain in their droves about this dirty late inconsiderate rude rail service we have in this country.”

Helpful Report

Posted 5 years ago

“Booked a return ticket to Manchester from Liverpool formby and was unable to print my ticket there at Formby. Had to buy another ticket to travel and customer service appalling when I rang to enquire about refund.snswered first email and requested scans of the tickets which I sent and then email received saying no recognition of my email to that incident. Completed it twice .... disgusting customer service and will never use again 🤬”

Helpful Report

Posted 5 years ago

“Easy to make a mistake. Impossible to get your money back”

Helpful Report

Posted 5 years ago

“Wrongfully advised to buy another ticket so that i could get a refund now there saying it doesnt work like that. Online Customer help is an absolute joke rude and unhelpfull will never use again”

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Posted 5 years ago

“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 5 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”

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Posted 5 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 5 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”

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Posted 5 years ago

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

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Posted 5 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 5 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 5 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 5 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 5 years ago

Trainline is rated 1.2 based on 577 reviews