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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Trainline 5 star review on 21st November 2024

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

“Well thank you very much Trainline for spoiling my only day off, my brother booked tickets to Leeds to go on 16th November he booked these at 05.32 on Friday 12th November before going to work he paid £7.50 for next day delivery it is now 18.10 on 15th November and no tickets have arrived. He’s phoned them wanting a refund but they say we have to send tickets back to Edinburgh so he told them again we hadn’t got the tickets to send them back then he added that it would be £10 admin fee for cancelling early. Been on phone for 30 minutes but your just repeating yourself all the time there not listening at all waste of a phone call so don’t think he’s gonna get his money back so he’s gonna take it as a lesson learnt. We will never use you again. SO I’LL SAY THANKYOU AGAIN FOR SPOILING MY ONE DAY OFF HOPE YOUR PLEASED WITH YOURSELF. Message to everyone avoid TRAINLINE or if you don’t expect disappointment AVOID AVOID AVOID”

Helpful Report

Posted 3 years ago

“On applying for a refund because the train was cancelled, was asked to send the tickets back to an address in Edinburgh and to pay to have them signed for. Our postmaster informed me that when sending to a P.O. Box it cannot be signed for! This might be why others had problems. Had to send it tracked at a cost of £6.85. Why is this necessary? It was all done on line. They know I paid for them and they know the train was cancelled. Won't use them again.”

Helpful Report

Posted 3 years ago

“Absolutely awful. Booked a ticket, couldn’t collect - lots of stress, had to buy another one. Contacted Trainline for refund, and they respond - yes, sure and then refund £10 less. After weeks of delays and replies that make no sense they say it’s an admin fee! Avoid them.”

Helpful Report

Posted 3 years ago

“Awful experience. Train was cancelled and Trainline will not refund the ticket for £52. They asked me to post the ticket back to them which i duly did. They deny receipt. I did not receive the service i paid for. In fact it turns out the train was already cancelled when i bought the ticket. Customer service also rude and slow.”

Helpful Report

Posted 3 years ago

“Two major issues with this app. 1: I paid for my ticket and the app decided to refresh, after that the tickets didn’t show on the ‘tickets’ tab!!! Luckily I was emailed them so could use that but was a hassle when trying to get them to scan at stations. 2: needed a refund today as I didn’t travel. They took £10 for ‘admin charge’! I refunded before using south western railway and surprisingly wasn’t robbed of any money so I don’t know why Trainline wants to keep an extortionate amount! £2-£3 I’d understand! Never using this app again and will use the official SWR app.”

Helpful Report

Posted 3 years ago

“Awful experience with trainline customer service: I have been charged on a ticket that I was unable to use despite having bought a flexible ticket, an insurance so that I can cancel it if need be. When I tried to cancel they refused on the basis of their system showing the ticket to be 'activated'. They refused to actually verify that the ticket is not used - as I have already checked this with the train manager and mentioned the customer service that the train manager reassured me that since he has not scanned the ticket, it should be refundable- and the ticket has not been scanned on the journey. I have spent hours on end. There is no where to escalate the complaint. I have been given the wrong email address to write a complaint. They refuse any responsibility and end the conversation as they are third party service providers. I can reassure anyone, no service has been provided to the customer. They are simply ripping people off. Never will I use their service again. I advice everyone to stay away from the incredibly unprofessional company”

Helpful Report

Posted 3 years ago

“Travelled 1st class Berwick to Doncaster my table was not cleared when I sat down and although an announcement declared masks needed to be worn I was the only person I could see wearing one. Not one member of train team asked persons in the carraige about this. I felt very vulnerable.”

Helpful Report

Posted 3 years ago

“NEVER BOOK RAIL TRAVEL WITH TRAINLINE!......unless you want to lose your money, have no tickets to show for it, find it impossible to speak to anyone within the company, have to buy new tickets at the train station and be told that loads and loads of people complain about them on a daily basis! They are worse than useless and aren't to be trusted. Their App doesn't do what they say it should and you will end up extremely stressed out!! Believe me, I've had a nightmare with them today and for my own sanity I have decided to walk away from them......you have been warned!!”

Helpful Report

Posted 3 years ago

“Absolutely awful experience using Trainline. Had a train booked from Doncaster to London and woke up to an email stating the train was cancelled and I could either a) use my ticket on another Grand Central service that day or b) request a refund. As there were no other Grand Central services that day I decided to request a refund and book a ticket for the Northern service as I needed to be back home that day. This was a few weeks ago and Trainline are still refusing to refund that ticket despite the email saying I could get a refund. Their reasoning is that I still traveled even though that was with a second ticket I had to purchase as there were no other Grand Central services available that day. Emails have been going back and forth for weeks and they will not give in and admit fault. When I arrived at the station the staff told me I could have used my original ticket however as the email stated Grand Central only I had already booked a second (more expensive!) ticket. Terrible customer service, no integrity and absolutely frustrating to deal with.”

Helpful Report

Posted 3 years ago

“I bought a first class ticket in advance from Glasgow to London Euston and I was going to travel today from Glasgow but I could not travel due to having two broken toes.I went online to change my day of travailing but I couldn’t.The train line didn’t let me because any dates I wanted to travel was not available . I didn’t want a refund just to change the day of travel but it was not letting me change the day of travel.I then looked at a refund and I was told my ticket was not refundable so the train line got £131 plus a booking fee out of me for nothing.not pleased at all with this company.mr rees”

Helpful Report

Posted 3 years ago

“They are scammers don’t buy any tickets from them they’re a big scamming company and all day or their associate are just as worse because they won’t help you out so you bought through them so just don’t trust me on it”

Helpful Report

Posted 3 years ago

“Service was easy to use. Unfortunately 2 people sitting in our seat, nothing but rude and arrogant and this was 1st Class”

Helpful Report

Posted 3 years ago

“Would be zero if I could, DO NOT use this comic of a site as prevents you getting you tickets then missing your train, the service is not even good enough to be awful.”

Helpful Report

Posted 3 years ago

“Do not buy the insurance!! It’s not worth anything. Put a claim into as had to change arrangements and it got rejected.”

Helpful Report

Posted 3 years ago

“Never book online with this company! During my booking the website went down . I was told to try again. I did and they double charged me for 2 tickets. They are refusing a refund and want me to go directly to the train company. The fact is it is easy to refund a visa butthey are making things so incredibly impossible. DO NOT use this company. I see form all the bad reviews I am not the only one.”

Helpful Report

Posted 3 years ago

“Complete inability to change travel time using mobile app.”

Helpful Report

Posted 3 years ago

“Bought a ticket on online for my son. After purchase a pop up appeared offering £16.87 off next ticket. Seemed harmless enough. Unfortunately there was some small, light grey conditions of receiving the discount. Very hard to notice. Then this week, a month after my ticket purchase, £15 was taken from my bank account by COMPLETESAVE.Co.uk! I’ve tried to cancel but no joy yet. Super disingenuous from TRAINLINE. Won’t be using again! Avoid.”

Helpful Report

Posted 3 years ago

“Absolute shambles. booked return family tickets from Loughborough to London. Opted to print at a ticket machine. The outward journey printed fine but the return did not print. emailed and they sent me a new collection code. I tried this and the same thing happened again. Spoke to staff at the station who advised me that i had to contact trainline. Just spoken to them again, been given another new code and told "hopefully" that will work. Not optimistic, but now off to the station again to try. my advice, never use trainline and just buy direct at the station”

Helpful Report

Posted 3 years ago

“Booked an open return train to London from leeds arriving at 1810. I can back the next day and had to pay for another train ticket as it was same day return. Spent 32 minutes on the phone and they were not helpful at all and could not get the concept that why would I book a same day return when I arrive into London late in the evening”

Helpful Report

Posted 3 years ago

“I bought tickets to go to Brighton and no tickets, no way of contacting them , do not buy your tickets from this site its a scam”

Helpful Report

Posted 3 years ago

Trainline is rated 1.2 based on 577 reviews