Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 570 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 570 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

“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”

Helpful Report

Posted 4 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.”

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Posted 4 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 🤬”

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Posted 4 years ago

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

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Posted 4 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 4 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 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 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

“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”

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Posted 5 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 :(”

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Posted 5 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 5 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.”

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Posted 5 years ago

“Joke company.”

Helpful Report

Posted 5 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 5 years ago

Trainline is rated 1.2 based on 570 reviews