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

“I recommend trying to avoid using Trainline and just book directly through the train company instead. Multiple times, when I have booked through Trainline, my train has been cancelled and it is impossible to obtain a refund through the app unless you want to only be refunded half the price of the ticket or less, as they take off so much money off in admin fees. Even if you contact them directly to get a full refund, they will not refund the booking fee for cancelled services. While the booking fee is not generally a lot, if you get trains frequently like I do, and considering how often the get cancelled, it will really add up. Even if 1 train gets cancelled per week, you could easily be giving Trainline £30-£50 a year without even travelling. This experience has happened to be too many times now, I will not be using Trainline going forward.”

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Posted 1 year ago

“Horrible customer care”

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Posted 1 year ago

“they were late. the train was meant to get here for 1:04 however they came 1:10.”

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Posted 1 year ago

“How is a company like this still allowed to exist in 2024! Refused a refund on a cancelled train. Arcane system that involved being on hold for hours”

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Posted 1 year ago

“APPALLING CUSTOMER SERVICE - AVOID! Trainline Refusing to Refund! Card billing system overcharged by £586.59! Trainlines billing system overcharged me by £598.59 for 4 additional tickets not purchased or used! Appalling customer service, I'm still trying to get a refund! I booked a return ticket to Birmingham with a quoted price of £154.60, but when my credit card bill came in they had charged me for 5 return tickets and changed me £753.19 in error! I've made contact with customer services and they are refusing to refund because; "all the ticket are now expired in this case I afraid to inform you that I wont be able to process any refund on this booking"! These were tickets I neither purchased or used! I'm having to make a s.75 refund with credit card company. NIGHTMARE CUSTOMER SERVICE.”

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Posted 1 year ago

“Dreadful company. I am disabled and need a seat. They confirmed a return journey which I paid for. Having taken this jourfor numerous years it looked different but felt changes due to Christmas which National Rail make. Then received 2 emails for outward and return journey that trains not running my route. Now numerous emails later, no apology, appreciation of my position asking me to send them copies of e.ail they have sent me. avoid this company.”

Helpful Report

Posted 1 year ago

“Absolutely ridiculous, they cancelled my train I then put my phone in my pocket and accidentally clicked refund ticket. I called them straight away (10 mins later) and given that it takes 5 working days for a refund I believe I was in time to cancel said refund. I was then told even if I didn’t have the money to buy another ticket they couldn’t do anything about it, I said I didn’t have the money to buy another ticket and given that it takes 5 working days couldn’t you just send me another e-ticket and cancel the refund? Obviously not, thank you Trainline for allowing me to pay three times the amount for a ticket I booked last week, for a train that you cancelled. If ever this happens to you don’t ever expect any help from them, especially Cameron, reference number 20736173”

Helpful Report

Posted 1 year ago

“Dishonest company! Do not use! Faulty website caused me to buy wrong ticket and they refused to issue refund, they are lying saying the ticket was used l, even though it was not.”

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Posted 1 year ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 1 year ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 1 year ago

“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 1 year 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 1 year 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.”

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Posted 1 year 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!!”

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Posted 1 year ago

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

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Posted 1 year 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.”

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Posted 1 year 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.”

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Posted 1 year 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.”

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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.”

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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

Trainline is rated 1.2 based on 576 reviews