Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 568 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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Metrics

1.2

Based on 568 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

“The customer service team was absolutely terrible, never dealt with anything like it before. Bought a ticket but didn't receive it, had to buy a new ticket at the barrier to get home. The rep on the phone basically said its not their problem and there's nothing they can do. Wouldn't give me a complaint number/email so that I could get trainline to look into it so I could send a copy of bank statement clearly showing there were two tickets I had to buy. I was embarrassed for the company with the way it was dealt. I asked what do you usually do in these situations has this every happened before - no, so it should probably be raised then if theres been a fault? - no reply. Scrolling down these reviews looks like others have had to pay twice and had bad experience. This company need to sort their customer service.”

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Posted 3 years ago

“Their good at taking your money but when I asked a simple question about a booking I was basically insulted by the reply. Then trying to find out where to complain is nonsense. I am so annoyed by their service, I am thankful there are other booking companies for future.”

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Posted 3 years ago

“£300 for a return to Poole and back ? I'll hire a car you ripoff merchants.I bet your train stinks too and we'd be diverted along the way. You disgust me to be honest.”

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Posted 3 years ago

“They put on wrong information on their website, which prevented me from downloading the ticket and nothing could be done to have a cop of the ticket in a different way. On top of that, when I called the only contact number I could find to ask for an email address to send them a refund request with attachments, the operator refused to give me their email, with no plausible reason other then to discourage me from doing that! So I had to send an expensive registered email to their main office to be heard. Even then, the person who replied misread my email completely and didn't even bother to open the attachments, which didn't even need an interpretation as they clearly demonstrated that the fault of what happened was theirs. The whole operation cost me a huge waste of time, irritation and a sum of money I will aver see again.”

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Posted 3 years ago

“Exactly same situation as "Phil Jones" Tried to alter booking date and they immediately downgraded from 1st class to 2nd class Waiting 45 mins on phone to be told "tough" the booking was now firm. I explained i needed 1st class as my wife needs to be assured of a seat hence why i booked 1st class. Told nothing they could do but offer a refund of the 2nd class ticket less £10 admin over £75 less than paid originally Had to accept and book directly with the train company LNER Even wrote to the CEO with not even an acknowledgement. My company displays the company's CEO phone number for any issues... says alot about an organisation when their leadership team don't even give a xxxxx Jody Ford. - Hang your heaad in shame I recommend you delete the App and book directly with the Train Company”

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Posted 3 years ago

“App Rubbish and no customer service. Had to pay twice...”

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Posted 3 years ago

“I wish I could give a zero If I could give a zero, I would. Booked a £407 first-class ticket, tried to change the seats in the carriage and they automatically downgraded me and moved me to standard class. Three hours on two separate calls to customer services, one of which they hung up on me, ended with them offering me a £189 refund for standard class. Then, they deducted another £10 for the refund. I asked them to just reinstate my original booking because I made a mistake and it wasn't clear information that I would be downgraded. They said they can't as when you make changes to a first-class seat they will automatically cancel that ticket. No understanding of the situation and no class. Will never use again and would advise anyone else not to either. Shocking.”

Helpful Report

Posted 3 years ago

“Keep hanging up while waiting in the queue to speak to customer service on phone! Been waiting an hour and a half to try and change my ticket because their website is not working, stuck at the payment screen. Same with the app. !!!BS COMPANY!!!”

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Posted 3 years ago

“Senior railcard never arrived No answer to email or phone calls”

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Posted 3 years ago

“Awful service from this company. I had to cancel a train journey and sent the tickets back. They never refunded and ignored my letters and emails. Very disappointed and will never use trainline again. I am trying to get a refund via paypal.”

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Posted 3 years ago

“Terrible. Refund admin charges are horrendous and they change their ticket system on mobile annoyingly”

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Posted 3 years ago

“thieves.first and last time”

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Posted 3 years ago

“Having not used for over a year obviously- yesterday machine didn’t recognise my passcode to collect ticket. Same last year for most of my family when arriving at station, booths shut mid morning as usual.”

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Posted 3 years ago

“Southend to Scarborough 256 pounds West Ham to Scarborough 138 pounds Trainline absolute thieves How does it feel to steal money from ordinary people?”

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Posted 3 years ago

“Ridiculous. Can’t get a refund for a train that was cancelled so had to get taxi.”

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Posted 3 years ago

“Absolute scam!!!! Charged me for 1st class from Liverpool to Cardiff. Only to find out NONE of my legs were 1st class. Absolute scam! I then complained to Trainline and they responded with “ take it up with welsh trains” and “1st part of your leg wasn’t 1st class” YOU sold me a 1st class ticket for £155 and there was NO part of ANY legs that were 1st class! NO I won’t take it up with them I’ll take you to trading standards instead. Scum of the earth rip off and a scam! They’ve tried to hide behind the fact a tiny segment says no 1st class available foe the journey. Now I may be simple minded here but if no legs are 1sg class as per your own logic, then why are you mis selling and mis advertising a 1st class ticket???? I wonder why!?”

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Posted 3 years ago

“Got price of £6.70 for a journey then added a railcard for exact same journey price had dropped to £4.40 but below that was a price of £13.20, therefore implying a larger saving than it was. It did the same on another journey I tried just to check if it was a one off. Not good.”

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Posted 3 years ago

“I bought a senior railcard, but can’t use the app as it calls for a higher iOS. I couldn’t log in to the website, or find a way to change my password. When I eventually got in using my Apple ID, I couldn’t get the tickets I wanted because of an ‘error’. When I asked on chat for a refund of the senior railcard I was told that I couldn’t get one and also that they couldn’t give me advice about the app.”

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Posted 3 years ago

“The last couple of journeys on Trainline were bad but at least I paid very little. I took the train from Cardiff to Birmingham. No guard was there, no one cared for sitting in allocated seats, people took off masks, one guy rolled up cannabis. When i complained, they told me there is always a guard on a train. No compensation as they say nothing was wrong with the journey. Well where the hell is the guard? They are too afraid to walk down the train and I never felt more unsafe. And looking at prices from Leeds to Birmingham, I could fly to New York. I am disgusted they say 'yes some stations, people just get one without tickets and we rely on them socially distancing'. Excuse me? Is that how it works now??? Everyone is supposed to just follow rules and it is my job to report them? hell no. I always felt safe on a coach as the driver is strict and as soon as the routes begin again, I would always take a coach. The trainline are a disgrace. This is a pandemic, which adds to the stress.”

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Posted 3 years ago

“STOP CANCELLING TRAINS AT THE LAST MINUTE OR WHEN I AM ALREADY ON THE TRAIN! YOU ARE MESSING UP PEOPLE'S DAILY COMMITTMENTS! 🖕🖕🖕🖕🖕”

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Posted 3 years ago

Trainline is rated 1.2 based on 568 reviews