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

“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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Helpful Report

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

“I bought bus tickets on this app for the 3pm time slot from London to Southampton. But in the confirmation email came another time, 11 pm. I called numerous times to try to change the schedule but no one did. After canceling my appointments in London and trying to get a refund over the Trainline phone, I was told that I could change the schedule and that they couldn't make a refund, since I had just bought it, I called to complain when I received the email from confirmation!! the error was the app and nobody wanted to help!! I lost £40!!”

Helpful Report

Posted 1 year ago

“I bought tickets from Amsterdam to London. The first train was cancelled due to a strike in the NL, so we could not go. The Trainline kept me in the dark for HALF A YEAR, only to notify me then that I don’t get any refund, so I’ve lost all my money. Simply getting in touch with them is really difficult and time consuming. Terrible experience”

Helpful Report

Posted 1 year ago

“Couldn't retrieve my ticket as the card I used to purchase the ticket had recently expired, had to buy another ticket! When asked to refund they said they cant. In the app it allows a partial refund £3 hardly worth it. But they want you to print the tickets and post them to them tracked. Which I dont have and tracked is nearly £3 so in a whole will never use them or there app. There processes are old and stupid.”

Helpful Report

Posted 1 year ago

“During the strikes in July 2022 I was unable to return home as trains cancelled at Euston. I was eventually notified that partial refund approved would be credited within 5 days but still have not received credit. All customer service say repeatedly is they cannot do anything as i cannot provide a postal tracking number for return of tickets. It’s all a scheme to avoid paying out. If your plans change and you want to change date of ticket, despite them stating there is no charge up to 18.00 day before travel you cannot but have to buy new tickets and post manual tickets back for a refund less huge admin fee. Why is this necessary when everything else is electronic??? Never use them. There are other sites that don’t make these obscene charges.”

Helpful Report

Posted 1 year ago

“I usually find that my ticket stops opening barriers at some point in the journey. You show it to the operative and they usually let you through BUT occasionally they check and tell you the ticket has been cancelled - by Trainline. I guess Trainline gets a refund, and relies on the passenger getting through anyway so not complaining. The train operating companies miss out on revenue.”

Helpful Report

Posted 1 year ago

“I have tried to book a journey with Trainline, on a service which I know exists, but their information does not show the train. I have had email exchanges with them and sent them information about this service, but they will not acknowledge it, nor changed their information, and now they will not respond at all. It's as though they're embarrassed to admit their website has an error! This is not good for a leading rail service provider. I have tried to telephone them but I cannot find a contact number anywhere.”

Helpful Report

Posted 1 year ago

“Absolutely horrible customer service. It's a scam. It works most of the time but they fraudulently keep the refunds they get from the train companies for canceled trains Instead of giving them back to the people who actually paid for it. Costumer service lied repeatedly, refused to answer my questions, insulted me, called me the wrong name sent me someone else's info. Pretended to be the supervisor only to sign the wrong name while they were pretending and when I asked to speak to the actual supervisor they ghosted me. now I will never get the 140 I'm out for the ticket. This is illegal and they should be shut down.”

Helpful Report

Posted 1 year ago

“Waiting for more than 6 months to get cancelled train compensation. AVOID”

Helpful Report

Posted 1 year ago

“Disappointing experience. There needs to be an employee of the Trainline getting people to the correct seats as it’s seems like people have no clue what they are doing. I have travelled all around the world and never seen such a chaotic mess. Far worst experience I have ever encountered.”

Helpful Report

Posted 1 year ago

“Please do not buy a three year Railcard ! I did , I bought a 3year one but now I need a disabled one and as I have 2yrs 4mths left ony senior , I asked for a change into disabled one . I was told no we don't do refunds or changes. I Chatted online and called I even emailed the CEO judy ford and the reply was from a customer service person saying the same thing tough luck! I explained I didn't want a refund just a change to disabled . I only ever bought yearly ones then last year I thought I would buy a three years . Do not make the same mistake as I have they have got £50 approx for free of me and how many other people have they done this to , I should of stuck to Railcard itself rather than some cheap company that takes money for nothing and no apologies for it just buy another one of us ! I wouldn't buy another ticket off them nor another Railcard .”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 565 reviews