Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 577 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 577 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

“I'm Abdul Koroma I use trainline yesterday travelling from London to Hamburg they are total scam trainline and their brother blabla car. trainline sent me two different ticket one is from London to Brussels Which supposed to be blabla bus the time was 9:10 leaving London later in the evening they changed the time from 9:10 to 9:30 we were at the bus station waiting until almost 12 mid-night we board we supposed to be at Brussels midi station 6:25am to board ice train to Hamburg we didn't make it to Brussels until after 8:00am when we arrived in Brussels ice it's not their concern trying to contact blabla and trainline none of them responding they leave us to strand they shown no concern they are total scam their customers care is the worst in the world avoid them”

Helpful Report

Posted 2 years ago

“I booked tickets for San Marino thinking there was only one San Marino. Turns out there are more but nothing was specified on Trainline, no region or anything to differentiate them. I ask for a refund since it is their fault as it wasn't specified. They won't give me one but that's not even the problem. The ask me again and again for the same info to do nothing with it. And then they tell me that now the ticket has expired so they can't refund me, even though the conversation started before it had expired. From what I understood, they were trying to buy time si that the ticket expires. Don't book from Trainline.”

Helpful Report

Posted 2 years ago

“Trainline is a scam. It is always better to buy tickets direct from the train companies. Above all, never buy Eurostar tickets through Trainline because their customer service for overseas tickets is zero. It is much safer, and no more expensive, to buy Eurostar tickets direct from Eurostar instead. I wish I had known this before I paid Eurostar more than £600 for tickets that seem to be invalid.”

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Posted 2 years ago

“Rude and ignorant response by email and refusal to refund”

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Posted 2 years ago

“Bundle of scammers. I bought a ticket more expensive for having the right to refund but when i tried to cancel, they treat me as if I were crazy and they answered me in a very inapropiate way. They never refund me the money. I will never never will be client of trainline again !!!!.”

Helpful Report

Posted 2 years ago

“I don’t think I’ve ever hated a travel service so much in my whole existence. Worst worst worst travel service ever to be created on this earth. Terrible. Ticket system awful customer service atrocious. I just wish I could get my money back on wasted tickets but at least I know who I am not using anymore. I have some many personal stories but I don’t even care about you guys enough to type them just do better.”

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Posted 2 years ago

Helpful Report

Posted 2 years ago

“Brought single ticket in error. Trainline asked I post back the original ticket for a refund, which I did by signed for delivery. Trainline now advise my envelope received but tickets were not included. Its my word against theirs but I posted them back. When I spoke to the train operator (Southern Rail) they advised if I had brought tickets from them they could have refunded on the spot but as Trainline a 3rd party operator, not an option. Customer service is terrible. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“I have used trainline many times previously without fail however with my other my previous bookings have ended up saying payment error. I tried to book my 2 tickets with 2 railcards for the 17th of June 2022 and ended up with the message payment error, I would like an explanation as to why this is happening? I thought I'd give the trainline app another try but big mistake. I have now used another train app and have been much better”

Helpful Report

Posted 2 years ago

“What a shambles after 4 staff advicing different platforms and times we missed 2 trains due to wrong information. Being disabled caused alot of problems”

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Posted 2 years ago

“Outrageous they charge you so much money for a refund - and it’s only a credit to your account, not the money. You don’t go into a shop and get charged for a refund or exchange. NEVER using again. Has to jump through hoops and talk to a robot to get the refund as well - argh!!!”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

Posted 2 years ago

Trainline is rated 1.2 based on 577 reviews