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

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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

“Their refund policy states: Ticket details Paris Gare de Lyon to Marseille St-Charles, Wed 19 Oct 2022 BUSINESS PREMIERE Exchange and refund free of charge up to 30 minutes after departure. From 30 minutes prior to departure, tickets can be exchanged up to two times (for the same day and the same journey), and are non-refundable after the first exchange. To take a different train, it must be exchanged. Guess what when you cancel they do not refund the entire trip cost... they keep a transaction fee that is not disclosed and that is called fraud... so if you have to cancel beware.”

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Posted 2 years ago

“I paid for 3 tickets for train with Trainline and finally it resulted there were not available. The company has send a refund of money but the conversion fee were about 100euros. What was not conform here, was the fact that Trainline has charged money instead of just blocked them on my account what is the standard procedure in similar cases. I do not recommend at all this service. I will fight for the refund as I find it very unfair to charge the Customer for the service which was not done at all.”

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Posted 2 years ago

“All Trainline need to do to resolve this issue is refund me fully because they won’t even transfer my error in putting the wrong date. There is no direct way of contacting Trainline and you are directed to webpages that get you nowhere and just frustrate you till you give up on claiming. Robbing bastards who have no customer care at all, nonsense. My day was ruined and Trainline seems to be devoid of any courtesy. It’s almost impossible to get hold of the company, no email addresses for customers service, no telephone numbers- just frustrating webpage that’s not helpful to anybody. Take the money and run is their policy.”

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Posted 2 years ago

“One second it's 30 quid for a ticket, one hour later you're having to sell your house for the same journey! Who makes up these prices??”

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Posted 2 years ago

“I bought a railcard via the trainline for 3 years- senior at 70 pounds. The money was subtracted from my bank account may 16 2022. Activation code for the railcard APP never worked. Long story short - many months of hours of emails and waiting on the phone and I am still without my card. I have been pushed around from pillar to post and railcard will not help as they say I bought the card via TRAINLINE and it’s their responsibility! Extremely poor service.”

Helpful Report

Posted 2 years ago

“Everything went wrong! I paid way too much online 29 Euros for a 9 Euro fare. Then I couldn't even use the ticket at the train station because didn't have the app or a printer. My email reply was undeliverable and I'm trying unsuccessfully to get a refund. Horrible horrible service. Complete rip- off!”

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Posted 2 years ago

“Awful experience. Purchased flexible ticket and activated it on first day accidentally while checking it was downloaded correctly. Explained to customer service but they could not care less. They kept repeating about T&Cs without any empathy about this genuine mistake. I would avoid at all cost. At the end I ended up paying more for a promotional product than I would have paid for the daily ticket. Stay away from Trainline.”

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Posted 2 years ago

“Terrible company happy to take your money but then not give you a refund. Passing the book to a 3rd party company to refund me, phone the 3rd party company and they tell me that trainline should refund me. Neither company want to take responsibility and they are both passing the book. No refund given. Will never use the company again nor recommend”

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Posted 2 years ago

“When it comes to refund with insurance very difficult 1”

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Posted 2 years ago

“Booked a train to Leeds which was the day after a strike day . Recieved an email from trainline saying the service was not fully running so I had to drive. The service did in fact run but trainline refused my refund claim despite me sending them their email. Very poor service!”

Helpful Report

Posted 2 years ago

“Avoid using the Trainline App! FAQ on website regarding changes to tickets extremely misleading. Phone calls to customer service most unhelpful and, after being placed on hold on numerous occasions eventually transferred to the unrelated National rail network who hadn’t a clue why I’d been transferred to them. Email customer service polite but extremely unhelpful. Issue unresolved. Hours of time and endless emails simply repeating original generic email response. Felt that there was little understanding of issue raised or acknowledgment that point raised was properly investigated. Told there was no complaints procedure. Really!”

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Posted 2 years ago

“Avoid this App! Have had worst possible experience attempting to get refund despite sending tickets and following their rules. Had reserved seats for my wife and I on 1130 Euston to Glasgow train on 2nd August. Train full and for whatever reason terminated at Crewe which was not a stop even. Told all passengers to find another train. Packed like sardines in a can but eventually made it to Preston and home to Ulverston three hours late. Applied for refund as is the right but told without all tickets would not give refund despite the individual tickets being swallowed up by machine on completion of that leg of journey. Seems like regular service standard for Trainline but we are 188 pounds worse off for nightmare journey.”

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Posted 2 years ago

“Shocking support in Europe.”

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Posted 2 years ago

“The worst customer service was given to me by the manager. They tried charging me more to amend an existing booking than what it would cost to buy a new ticket. Instead of making me feel valued as an existing customer they escalated my frustration. I will never book through trainline again.”

Helpful Report

Posted 2 years ago

“Worse customer services I have ever experienced, train company cancels train but trainline won`t refund the money. Avoid the hassle and avoid the booking fee - book direct with train companies instead - this company should not be allowed to exist.”

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Posted 2 years ago

“Booked two 1st class tockets and they had us seating in seperate rows!”

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Posted 2 years ago

“I will never use train line again as they sold me a ticket for a train service that ceased operation earlier on the month. Thank heavens for amazing staff of GWR at Exeter station.”

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Posted 2 years ago

“Worst page to buy a train ticket. They are unprofessional. No good reviews.”

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Posted 2 years ago

“Absolutely awful. Avoid at all costs. Just sold me an eticket without taking any contact details so now I have no record of the purchase.”

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Posted 2 years ago

“Train was delayed both outward and return to Beverley over an hour - signal failure. Not trainline problem but LNER announce you should contact trainline to process your refund Trainline tell you to go to LNER. Miserable experience contacting trainline by phone.”

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Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews