Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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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

“S**t private company, caring only about profit on a failing "public" transport system. Just don't bother - take a helicopter like our illustrious leader would...”

Helpful Report

Posted 11 months ago

“Trainline like that hide in the small print that they will not give refunds, my event was cancelled so I had no use for the tickets weeks before said event was going to happen and just 24 hours after I had booked the tickets but was offered an insulting £7 refund for £165 tickets Disgusting service and would not recommend under any circumstances”

Helpful Report

Posted 11 months ago

“Booked tickets 2 months in advance. Plans for Christmas changed. Tried cancelling and getting refund on app. Had to call the call centre (option not available on app). Was told to send tickets (recorded delivery) and would be charged £10 admin fee. All good. Of £80 tickets received only £11 refund. Called to check and told only £11 of tickets refundable. Other parts of tickets non-refundable (apparently all clear in the Ts&Cs). If it had been clear I wouldn't have wasted £8 on recorded delivery sending tickets to receive an £11 refund on £80 ticket. All in, I got a £4 refund on my £80 tickets: 5% of what I paid. I feel cheated. Trainline have £76 of my earnings and I have nothing except a bad experience and listening to hours of hold music. Seems very wrong to me.”

Helpful Report

Posted 11 months ago

“Paid £13.30 for a ticket which should have been fully refundable. Had to cancel it only half an hour after booking it. Charged me 10 pounds to cancel, meaning there was no real point in cancelling with only 3.30. Please don’t use this company to book trains they will rip you off!!”

Helpful Report

Posted 11 months ago

“They are totally unprofessional. Unfortunately there is little choice.”

Helpful Report

Posted 11 months ago

“Delayed train caused me to have to return home in order to be in a meeting on time. Train supposed to arrive at 7:57, still delayed at 8:15. Left to go home. Went on to the app to get a refund for my ticket, one way they would refund me £2.80 of a £4.80 ticket and return journey completely none refundable. So they have robbed me for not delivering a service they offer of £6.80 for a disgraceful, pathetic service from both them and the rail service provider. Never buying a ticket in advance. I will pay for it on the train or at the train station before I even step on it. Lost a customer for good, utter rubbish and should be shut down for theft and legal robbery. What is the government doing about this? Its a complete and utter disgrace.”

Helpful Report

Posted 11 months ago

“Pathetic customer service to say the least. I have been lied to on three different occasions and when asked to speak to the supervisor, the case needs to be registered first. No callback/email and having to chase my own case every time during work hours.”

Helpful Report

Posted 11 months ago

“Traineline charged our credit card right away and when train was cancelled due to railroad problems, Trainline would not refund our tickets. We booked in July 2023 and now it is November, and we still cannot get our money back. In any other civilized country, Trainline is based in England!, you get a refund on your credit card. But Trainline takes your money and then tells you that they cannot help you. What kind of company does it? Do not book with Trainline! Go directly to the train companies.”

Helpful Report

Posted 1 year ago

“This is a terrible company to deal with. They don't offer the complete information about trains, have no refunds, if they refund something, you have fees, and it is impossible to get in contact with them if you have an emergency or need to talk with someone for exchanges. I will never use them again! They look good online but they are bad. Buy directly from the operators, they will help you better and you will have better options. This is a lousy third party app.”

Helpful Report

Posted 1 year ago

“This all makes you think this is an easier way to book, but if you have any issues whatsoever, you are SOL. Getting refunds is not their priority and are impossible to receive. That was my first bad experience. The second, I got issued a ticket for the wrong date and when I realized the app was glitching, I closed the window but was charged anyway. Despite this, they refused to edit the ticket or cancel the transaction that was still pending. This company does not care about you and only wants the money it can get. Might as well give the money to the Trainline directly who are willing to work with you in case of cancelled trains or issues. My advice, skip the fees to use this app deemed convenient. It’s not worth it in the end. Also, any issues and no refunds, dispute with your credit card.”

Helpful Report

Posted 1 year ago

“Do not trust this site or app! They are cons artists! Once they have your money, you wont get a penny back! I have bought train tickets forme and my family, however the trains went on strikes that day! I contacted Trainline and asked for a full refund, however they said some money could be paid back but there would be a charge of £10 for each person! They asked me to post the train tickets to their address, so I did and provided postage proof. I have been emailing them for over one month and they still haven’t given me my money back! And I doubt that I will ever see that money. DO NOT USE THIS THIEFS SITE”

Helpful Report

Posted 1 year ago

“We booked a train from Milan to Paris. When we arrived at the station, we were told the train had been cancelled. We received no warning ot prior alert from Trainline. Furthermore, the same thing happened in Salzburg. We’ll never book through Trainline again.”

Helpful Report

Posted 1 year ago

“Booked return train tickets Peterborough to Stansted Airport. Outward bound ticket no problem return ticket showed a 2 travel together railcard. Trainline said I must have put it ....... so I didn't do it for the outbound, just the return part. Missed our train an hours wait 30 quid more for a ticket. Reply from Train line you must have done it....... no problem see you in court trainline would have been a minus score but can't give them”

Helpful Report

Posted 1 year ago

“Trainline sold me tickets for a trip where the train did not operate for segments of the trip. I received a notice of cancellation from the train operator (ÖBB) and suggestions to rebook. However, since the segments for the trip were under construction, such a rebooking was not possible. I therefore lost the full fare for two passengers. Trainline claimed that they could not provide a refund suggesting that this would be up to the courtesy of the train operator. This -- even though my credit card statement showed that it was actually Trainline who made the charge and received the payment. This behavior is as outrageous as it is clearly fraudulent.”

Helpful Report

Posted 1 year ago

“Completely unhelpful, a bit of a con really. Will delete the app after this trip. Had the miss fortune to lose the inbound of my return, had proof the ticket was unused and all booking details. Customer service was unhelpful I had to purchase another ticket!! Never again. It is a mission to get to their customer service, it is outsourced in India, you are put on hold twice, no one at the counter of the trainstation will help as it is trainline…. A disgrace”

Helpful Report

Posted 1 year ago

“Shameful behaviour by Trainline. … I bought 3 return tickets to Newcastle on 30th September. Trainline informed me the trains would be cancelled due to the strike. I duly cancelled my tickets on the app and sent Trainline ALL the tickets by recorded post, as requested, and I have receipt of delivery. When I questioned why I had not received my refund, Trainline said I had not sent the tickets back. I sent Trainline proof that I had indeed sent them back and they had received them and, lo and behold, I suddenly received part of the refund but not all. I have chased this up and Trainline now say they didn’t receive all the tickets - they can only find some, Luckily, I took a photo before I sent them of my letter and all my tickets as proof. I cancelled all the tickets in the app and I could not have used them anyway because of the strike. Trainline are lying saying I did not send all the tickets. This is absolutely not true! It is clear that my envelope with tickets was mislaid by Trainline in the first place as I had no refund until I chased them with proof of my envelope being delivered and now they are still withholding my money - and it is a significant amount. Shameful behaviour by Trainline! I would avoid using this company at all costs.”

Helpful Report

Posted 1 year ago

“Absolutely terrible customer, offered me nothing but blatant prevarication and impediments to stop me claiming a legitimate refund for a cancelled service. Beware do not use this site to book train tickets!!!!”

Helpful Report

Posted 1 year ago

“Con artists I bought some flexi tickets (8 for £67), used half of them and then the train strikes and reduced service happened for the following week, so couldn’t use them. Anyone guess what the refund was? Please don’t use common sense and split the £67 in half, as only half the tickets were used, it was £10! There’s some loophole they’re using in ‘train industry’ guidelines, where they don’t have to refund you what you’re owed and instead use a different calculaton for the 4 remaining tickets, plus take off £10 admin for the privilege! I asked asked them to reverse the roles and let me purchase 4 tickets at the refund price, you know what they responded with. How can they get away with these scams, I can’t believe I have to rely on such services for travel to work, when half the time, they’re delayed and I’m sitting around, waiting for the next connecting train, adding up to an hour extra on my journey time, or their either striking, putting up fares, not enough space, completely ridiculous set up and disgusting principles.”

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Posted 1 year ago

“Bought tickets to travel to Stranraer but missed my connections due to faulty signals which stopped me getting to my final destination and resulted in me having to book another hotel(already had one booked at my final destination which i didnt get to till the next day) Trainline are not supportive in anyway Never going to use again”

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Posted 1 year ago

“Train delayed so missed the connection by 1 minute told me it was on platform 5 wasn't it was on platform 3 ..then told have to get on there trains for a ticket to be valad ...best driving by car so told have to deal with these clowns”

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Posted 1 year ago

Trainline is rated 1.2 based on 565 reviews