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

“I still haven't recieved my compensation l was promised a week ago for my train being delayed nearly an hour liars l used delay repay it said l was getting compensated it was just lies l was travelling from doncaster to Wakefield Westgate”

Helpful Report

Posted 2 years ago

“No phone support and trying to get a refund for cancelled trains is next to impossible.”

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Posted 2 years ago

“There was no warning of major tube closure today on the app when I bought ticket. Busses were in chaos with nobody to help with this.”

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Posted 2 years ago

“Very unhelpful customer service. Booked a travelcard for a journey to London but the tube staff are staging a strike making the journey very difficult. As a result I requested a date change but was told I would have to cancel and rebook…but would be charged a £10 admin fee for the privilege. When I protested that was unreasonable as the ticket was not providing the service that I had paid for I got a very robotic ‘it’s in the terms and conditions’ reply. It might be in the T’s & C’s but surely they need to be lawful and reasonable and this is does not seem to be reasonable in any sense!”

Helpful Report

Posted 2 years ago

“Bought and paid for a railcard which is now stored on Trainline app. Even though the proof is there, the app claims there is no booking for the transaction Id number which appears in the confirmation email and in the proof on the app. It has also proved impossible to share the proof to another phone. Totally exhausting and time wasting! Impossible to contact the company because the system does not accept the transaction id number.”

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Posted 2 years ago

“Worst train ticket company in the UK (maybe world?) More expensive Rubbish badly made App Rude useless customer service Will steal your money and scam you at every opportunity, even if it is there fault. DO NOT USE.”

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Posted 2 years ago

“My advice is not to buy ticket from them Once you book , they take the money and send you a message is booking failure and retiring your money So once the return your money they charging $12.65 for international transfer fee Which mean I believe they make a easy money this way ( like a scam) However I’m not recommending this website for booking ticket”

Helpful Report

Posted 2 years ago

“After weeks of trying to get a refund and just being completely messed about and pretty much being refused to escalate a claim (although they admit I’m due a refund)! I just received this: “ Thank you for your email response. I would like to inform you that as retailers we do not have Complaints Department as we all follow terms and conditions set up by National Rail or UK Rail Department. Please feel free to get back for any further queries. Regards, Sudha Praveena” Unbelievable !!!”

Helpful Report

Posted 2 years ago

“Haha, stay clear of these guys for tickets, they have absolutely no bother in customer care. Purchase directly from the train operations on their apps so at least they are more than happy to help if someone ACCIDENTALLY scans the wrong ticket and is able to get a refund on UNUSED ticket joureys that are actually days ahead. Honestly, these guys are categorically absolutely utter rubbish! So very upsetting, inexcusable and pathetic. Furthermore”

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Posted 2 years ago

“Third Party Reseller - DONT BOOK HERE! I recommend booking your tickets directly via the train company's website. I made the error of booking through trainline. I was charged double the price of a cheaper ticket (same day, later departure schedule). I immediately reached out to them (the booking was in effect just 1-2 min then) to request a refund on the difference, but got refused. Wow. These people are such scammers. Taking advantage of first time tourists!”

Helpful Report

Posted 2 years ago

“Danes visiting UK. We used train line a few times and it went really well the first few times when buying the tickets at the station, however, we had to get up early to get to the airport so our friends suggestes buying them online the day before. Unfortunately none of our cards worked for this so our friend bought the tickets online and sent them in an email. Turns out that you cannot open them using an android as it was purchased using an iPhone.... This was fine for the controllers as we also had pictures and I guess they could see we were the first scanning them. But some lady at the airport just got so mad and kept telling us how stupid we were for doing that which was such a terrible situation to be in. We told her we were fine with paying the tickets again or a fine but she just kept going at us... By the end I told my girlfriend that we should leave and find someone else. Luckily we found an older man named Nick at the Manchester Airport who helped us pay and he just told us we were being way too nice in this situation. 0 stars for the first Lady but Nick was such a good guy and more people could learn from the smile he puts on others faces”

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Posted 2 years ago

“Wanted to buy a Two for One railcard in the UK. Did a search. An ad came up from Trainline offering £10 off. Bought it from them but didn't get the £10 off. Put in a complaint to them but I've had no proper answer or recompense for months despite an ongoing email conversation. I think I'll have to go to Advertising Standards. If I could give no stars for the Trainline I would. Shambolic.”

Helpful Report

Posted 2 years ago

“I phoned and spent 30 mins waiting then discussing if my ticket could be used on specific south western train - arrived at station to find it couldn’t be used and had to purchase another ticket for 45 pounds or wait 4 hours to travel - poor ans inaccurate advice from Trainline”

Helpful Report

Posted 2 years ago

“Awful. Paid insurance for ticket flexibility. Wanted to change tickets, the new tickets were more expensive than the same ones they were actually selling them for on the website normally. Should've just cancelled the ticket and bought a new one. Absolute joke. And £10 refund fee!”

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Posted 2 years ago

“I tried booking 2 months in advance between 2 major stations in France. I got NO RESULTS. Not even sorry all trains are booked. The Trainline app is pretty useless. Even Amtrak has a far superior reservation system.”

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Posted 2 years ago

“Trainline is the worst platform to buy tickets anyone could ever have imagine. Such a pathetic customer service. They make money if a customer make a mistake. When giving refunds, they charge more than 60% of the amount to be refunded for their admin charges. Extremely extremely poor service. I’ll never recommend it to anyone ever. Please don’t use it if you want to save money. Poor poor poor. Please save yourself.”

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Posted 2 years ago

“Absolutely appalling refund policy. Accidently fingerprinted and brought a ticket and have to pay a tenner refund charge. Absolute joke. Wankers”

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Posted 2 years ago

“A useless company that would steal from they’re Granny! Advertising times of trains that don’t even exist and never have done!! And when it comes to refunds just deny everything! Why is this company aloud to trade?? Stay well clear at all costs! Buy you tickets at the station or on the train!.”

Helpful Report

Posted 2 years ago

“Cyclists beware! Do not book your tickets via trainline if you want to take a bike. I used their number to reserve a bike and had to spend£46 using their expensive phone line to get a reservation, which they said they could not refund. Much better to always book via the specific train company website.”

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Posted 2 years ago

“Having returned tickets for an agreed refund. They do not accept getting SOME of the tickets. They have taken another handling fee and given me a partial refund. Do not use Trainline. Buy from the Station.”

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Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews