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

“Great service until you need help, can’t refund, can’t change ticket, all just a con to steal money off you, £40 ticket, 5 minutes later and I can get £11 back and cat change date or time, robbers”

Helpful Report

Posted 7 months ago

“Booked a train in Switzerland. Waiting at the platform which was delayed. Delay was showing up but no english notification on the board that the platform has changed. Trainline refunded to refund me as did the Swiss Train company. They suggested asking Trainline so basically both passing the buck for inefficient information about changes. In addition, no notifications sent from the Trainline app. Very disappointed. Best not use a 3rd party booking system and best book direct with the train company in future. More likely you will receive a refund or change if something goes wrong.”

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Posted 7 months ago

“The open return option user to mean any day return. They have changed it to day return with no notifications so just been accused of fraud infront of a train full of people and my young son! Never again. Nobheads”

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Posted 8 months ago

“I booked a ticket through trainline last week. First for a year. Guess what - got a scam telephone call just now related to trainline. I don't believe in such coincidences but there is no way of contacting TL easily to warn/complain, just endless irrelevant FAQ”

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Posted 8 months ago

“Purchased a single in error, phoned and asked to upgrade to return. They wouldn’t upgrade and take more money, & wouldn’t refund. They said buy another ticket?! If purchased direct with the rail company direct (southern rail), I could have upgraded or got a refund. Dodgy third party middle man service”

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Posted 8 months ago

“My first time using Trainline and was given a ticket. I paid for ticket online, as a first time user I was hoping my ticket is online. Only to be asked to pay £56 for not printing ticket for a trip cost £6. This is wickedness. Gave them my code and app to show I didn’t intentionally board the train and decided not to pay. Was only because I had no idea I was meant to print off a ticket I bought online which I also think makes no sense. The Trainline needs proper data governance and data quality practices in place to avoid stressing customers in a service you actually provided online. The train agents should be able to use the code to authenticate a payment and not resulting to such harsh verdict, it’s so annoying experience.”

Helpful Report

Posted 8 months ago

“I just cannot get a refund or claim when trains are delayed. It stops you when you apply. For example my train was cancelled last evening and as a lone female traveller I did not want to be stuck in Bristol Temple Meads in the dark so I had to get a taxi back to cheltenham. The previous train had been cancelled on the app. That is why I had no choice but to get the 20.35 one. I had travelled from France. When trains are delayed I have trued to claim compensation but can never do it because it is like the app is set up to make it impossible.”

Helpful Report

Posted 9 months ago

“Good day, This is to create an complaint for the train ticket that i have purchased yesterday 02.07.2024 on the app Trainline. Ticket PNR reference BDHNFXX The train was supposed to take me to Zaventem Airport where i have booked a flight with Emirates. - Attached Flight When i arrived in the train station the train was canceled - Attached Picture I had to find a solution fast to arrive if not i would lose my emirates flight. There was no bus available, train or another choice but to hire a Private Transport, for me to arrive in time for my flight. I lost 450 euro on this , i am asking to be fully reimbursed + Reimbursement on my train ticket 33.75 euro which never took place. - Attached invoice On Trainline i should have not be allowed to book a train which is not operational. I got no announce, that the train was canceled. No msg, no notification to find other solutions in time. It was either this or loosing my trip to Dubai. Please proceed with the reimbursement! Thank you!”

Trainline 1 star review on 4th July 2024

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Posted 9 months ago

“CHEATS. Sent my unused and unmarked tickets back, and they replied with a scan showing new pen marks on the tickets (as if done onboard by a ticket inspector) claiming this showed they'd been used and that I was therefore not entitled to a refund. Told them I had photos on my phone showing them as unmarked when returned, and eventually they backed down and refunded me. Despite asking 3 times, they never explained why they marked the tickets after receiving them and tried to claim I'd used them. Postal address is in Edinburgh, but judging by the dodgy English, the names and email timings, the actual claims seem to be dealt with overseas somewhere. Top Tip; before returning unused/unmarked tickets, take date-stamped photos as proof, or they will try to claim you used them.”

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Posted 11 months ago

“No customer service, unable to contact just leaves you stranded”

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Posted 11 months ago

“I bought a ticket through the trainline and my train was cancelled whilst I was standing on the platform. I was even sent a message from the trainline saying that my train had been cancelled so they were aware. However when I tried to claim my refund as I was unable to use the ticket due to timing issues they refused because I had used it to enter the platform. It was never used to exit the destination platform as I was unable to use it. I sent a message to the trainline but predictably had no response. I will not be using them again.”

Helpful Report

Posted 11 months ago

“My train was cancelled I tried to get a refund of €26 The site refused due to refund administrative costs? Just the same as stealing money. Shocking .”

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Posted 1 year ago

“train line charge hefty fees for the same booking which is cheaper on the train website.Also my train was cancelled partly and they chargef half the fees for refund.very greedy team.”

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Posted 1 year ago

“It's being more than A MONTH without any answers from them. I told my situation, I explained everything. I paid TWICE for a ticket without any reasonable reason and now I'm still waiting from them to solve it - I want my refund! I was a very often customer, now I will never buy tickets with them again (I work traveling, I travel a lot) and I won't recommend it for ANY of you, my friends and colleagues. They just disappeared, they don't care about their customers. It's a shame!!!”

Helpful Report

Posted 1 year ago

“DO NOT BOOK THE EUROSTAR THROUGH TRAINLINE!! My parents booked 4 family members to travel between London and Paris. One of names given was a maiden name, not the married name which needed to be changed. After phoning and emailing backwards and forwards between Trainline and Eurostar on 3 separate occasions we were told categorically by Eurostar that only Trainline could change the name as they were the 3rd party booking company and they only had access to the tickets. So we called Trainline AGAIN and they said, 1) they did not have someone who could deal with Eurostar bookings........what? This was a blatant lie as I had spoken to someone 10 minutes before and 2) that there was NOBODY at Trainline who could change the name, not even when we asked for a Manager. After wasting lots of our precious time, it seems we CANNOT change a name on a EUROSTAR ticket when it is booked through Trainline. So don't book through Trainline - their process and service is shocking.”

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Posted 1 year ago

“Very easy app to use when booking a train journey”

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Posted 1 year ago

“First and last time , I always book direct with the train company as prices are the same , However I used Trainline … only one out of three tickets would download into my Apple wallet , so it said view in app , followed all instructions and the tickets would not show in the app , it continued to say I had no tickets , so there I was standing at the rail station trying to get my tickets that I had paid for ! Ended up having to go to the rail office and mess around showing emails etc , missed my intended train and had to wait for the next one , all in all an absolute s show !! I would be more than happy to pay over the odds for the convenience of a smooth process, and ultimately getting to my destination!”

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Posted 1 year ago

“Trainline are a disgrace. For many reasons but mostly that you have a 1/10 chance you can actually book a ticket when you need to. I always get "for some reason your payment cant be processed" and i try all my cards + paypal. I know the reason, its because they are awful.”

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Posted 1 year ago

“The train company cancelled my train, Trainline will not give me my refund even though I provided the deactivated refund voucher sent to me by OUIGO. Worst company I have ever dealt with, I have to go to the credit card company to get my money back.”

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Posted 1 year ago

“I bought a ticket (£103.90) to go from London Euston to Liverpool Lime on 23rd February and returning 25th February. I did not use the outgoing ticket Liverpool Lime Street. On the return to London Euston the train was cancelled. So I tried for a refund, which I am entitled to.The trainline app says contact them using RR1. There is no telephone number or email to contact them. Very poor and unprofessional. According to the reviews other customers have had the same issue. I would not recommend trainline app. If you are going to use the trainline make sure travel journey is than less £20. I will await the reply from Trainline.”

Trainline 1 star review on 21st March 2024

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Posted 1 year ago

Trainline is rated 1.2 based on 576 reviews