Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 576 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 576 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

“Service après-vente qui n’est pas à la hauteur. Aucune volonté de comprendre ou d’écoute. J’ai exposé un potentiel problème. On me répond que c’est une erreur de ma part. J’envoie des copies d’écran. Personne ne répond, affaire classée. Plus jamais je ne passerai par ce type de site.”

Helpful Report

Posted 1 year ago

“Admin fee in order to get a refund on a cancelled service- £10 “admin fee”(!!!!) on a £14 ticket so entitled to £3 back on unused ticket. Beware of this company”

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Posted 1 year ago

“I did purchase a train ticket today, I never got a mail with the confirmation from Trainline, now I do not have any way to show I bought a ticket .”

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Posted 1 year ago

“Booked advance single tickets to/from Liverpool/London for £170.94. Had to cancel 5 days before travel. Refund value was £13.83. Disgraceful.”

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Posted 1 year ago

“Had a bad experience with your refund policy. We booked 1 set of non-refundable tickets for 1 route and another set of non-refundable tickets for another route. When we tried to request for refund of the refundable tickets due to change in our schedule, our request was denied just because all the tickets were bought under a single transaction receipt. Lame excuse.”

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Posted 1 year ago

“Celestina from Customer Support live chat is amazing!! I had a frustration with a booking that would be really risky with a wrong email etc. She is smart since depsite my frustration she got in the point immediately and helped me out. She is also a really patient and kind person during the whole conversation! Wish all the companies had customer support bless like her. - Apostolos”

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Posted 1 year ago

“Trainline is easy to use but does not provide a full refund. I got criticised by the train line for getting "too many refunds" and they cancelled my refund option. Trainline you and your associates are shocking. You are nothing to do with rail companies and you try to aggravate people like me who do not always know all the rules. Trainline is a company for modern times, it is "woke" and I won't use it ever again. Thank you for your cooperation.”

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Posted 1 year ago

“Disgusting customer service. Apps mistake but refuse to refund my ticket. Never using this app again!”

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Posted 1 year ago

“After my journey was delayed by an hour and a half, I sought a refund only to find that I needed to post the paper tickets back to them in order for it to be considered. This seems like a barrier put in place simply to reduce the number of refunds they’d have to give out. Filing for a refund within my account, along with screen shots of the reference and transactions, is surely more than enough evidence to show that I purchased the tickets. I’m not sure what further verification the mailing of the paper tickets provides, a step also recognised by Trainline itself as ‘old-fashioned’. This is either an arbitrary and unnecessary step in the process of refunding, and should therefore be removed, or it is an intentionally inconvenient and unfair barrier to the refunds process, which should therefore also be removed. A silly design, or a greedy move. Either of which reflects poorly.”

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Posted 1 year ago

“What is the point of the app if you still have to purchase tickets at the stations and even use google maps? Really, the app says there’s a live tracker but it never works! The whole app is a sham, just stick to google maps everybody”

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Posted 1 year ago

“Telephoned customer service and they were very helpful and got me the cheapest tickets to London. I then rang to change the return journey time, again very helpful an easy process. I finally had to cancel the whole journey and downloaded the app to do this. Again very easy process and refund was back in my bank in 2 working days. Very impressed!”

Helpful Report

Posted 1 year ago

“My train was cancelled on 29th March. Trainline charged me €115 lot to go on train 1 hour before despite e mailing to say there would be no extra charge due to train being cancelled.. Now they won’t refund me. Any e mails I sent are responded to by bots (as you will see by response to this). I phoned and was told by guy called Ajitesh yesterday, i shouldn’t have been charged extra and that refunds could take years but at least 8 to 10 months, due to volume. Why charge people for rearranging cancelled tickets and then say you will refund but keeping fobbing off. Scam. People will give up chasing eventually. I also spoke with Jason, Masood and many others.”

Trainline 1 star review on 20th June 2023

Helpful Report

Posted 1 year ago

“I had booked family tickets from London-Glasgow-London and the national rail declared sudden strike during 1st to 3rd June, all the national rail services got cancelled. I was told to send back the printed tickets to Edinburgh postal address to get the refund of cancelled train fare when I claimed the fare refund. I did so along with the printed mail communication mentioning the transaction ID 163129911189 via Royal mail services having ref no. DF051899565GB which is received at the mentioned Edinburgh office on 7th June, from that date till today I haven't received any refund or any communication. Its highly disappointing waiting for the refund for more than 15 days and no response on mail or no updates on app and that too for the cancelled train. After completing all the stupid formalities still waiting for the refund of total ticket fare of £145”

Trainline 1 star review on 19th June 2023

Helpful Report

Posted 1 year ago

“This is an absolute scam. I strongly encourage you not to use them. I bought a ticket to get from Lyon to London, with a layover in Paris. But it turns out that, while in Paris, I needed to buy a metro ticket and travel to a station 30 minutes away! Nowhere did the tickets say this. It just noted that I'd have an hour layover. By the time I realized that my tickets from A to B actually required me, on my own time, traveling from C to D in the middle of getting from A to B, I'd missed the second train. I asked customer service for a refund. They began by lying to me about info included in an email, and then told me that I should have realized that getting from A to B via their system would require an extra trip, on my own dime, from C to D in the middle. Do not use Trainline.”

Helpful Report

Posted 1 year ago

“Booked train tickets only to find that the outbound ticket was not valid due to engineering works and the inbound ticket was not valid due to train strikes. These tickets should not be on sale because they should know these facts”

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Posted 1 year ago

“It's a con, journey advertised as direct, you pay for direct then when the tickets come it's not direct.”

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Posted 1 year ago

“Accidentally bought ticket for day later and used it. It didnt let me throught gate and also said i wouldnt be able to use it on correct day and because it got scanned i cant get refund. Customer service bought another ticket for me to be able to refund the wrong ticket but bought it in another currency and now have to pay foreign fee and refund is still nowhere to be found Scammers”

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Posted 1 year ago

“Shockingly poor customer service, charged double and continual excuses for delayed return...”

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Posted 1 year ago

“Charged me for a transaction they said had not been processed and wouldn't refund me. Thieves.”

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Posted 1 year ago

“I tried repeatedly to buy tickets from Trainline to go from my local London commuter station to a mainline sttaion up North. Trainline insisted on ridiculously circuitous route starting out 90 mins earlier than necessary, and was unable to process two different railcards in a single purchase. I cancelled and went via SW trains, even though only a few minutes of the journey was on their trains. They offered the correct start time, correct route and accepted that different passengers had different railcards. Trainline is supposed to be the one-stop online shop that brings together the omnishambles of trying to get across UK by rail using dozens of providers. It seems to do the opposite. The last few times I have used it, it has been so unreliable, slow and bloated with cookies that won't clear that it was an absolute headache. Avoid. Use any other means to get your cross-country tickets.”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 576 reviews