Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

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

“If I could give zero I would. Possibly the worst customer service I’ve ever encountered.”

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Posted 2 years ago

“I wanted to change the date of my ticket. This was not possible and they charged me £10 to get a refund on a £27 ticket. Utter rip off!”

Helpful Report

Posted 2 years ago

“I have just spoken to the support team (Jenifer). Pretty certain that is not her name and she refused to give me her surname as its ‘company policy’ not to say your name – WOW. Direct from your website: “If your train was cancelled and you chose not to travel on an alternative train, the quickest and easiest way to refund your ticket is to do it online. Login to My Bookings, select your booking, and click on refund tickets. If our system recognises your train as cancelled, then you will see the normal admin fee has been waived (£0). You have 28 days from expiry of the ticket to request a refund” Exactly my situation yet you are refusing me a refund.”

Helpful Report

Posted 2 years ago

“They will grab your money at every opportunity. One second after purchasing my ticket, I realised I had accidentally booked for the wrong date. They used to have a cooling off period and be understanding of a simple error. But this time I was forced to pay a £10 admin charge. As a loyal customer, I find this absolutely disgusting, especially when we are already paying ridiculously high prices. They don’t offer any flexibility. In these uncertain times, hotels, flights, you name it have all been completely understanding and offered full refunds. Not Trainline! They will take every last penny they can from you and pocket it. If you can avoid using them, I’d seriously advise that you do!”

Helpful Report

Posted 2 years ago

“Crooks who don’t offer refunds. Sorry I have covid and can’t travel.”

Helpful Report

Posted 2 years ago

“I booked return tickets to Manchester and back from Southampton. I was then told closer to the time that one of the trains on my return journey would not be stopping at Southampton anymore and that I could find a new train or get a refund. Their app is dreadful to navigate and they offer no help. I wasn't able to find a new train without being asked to pay for it all over again rather than taking off the original price of the ticket I brought before, on top ofnthat if you try to get a refund it says you can't even though their email ststes I can and on top of that the insurance you get is not through them so you have to contact the company that insures it. There's no number and no live chat, if you try to do anything it just leads you around in circles. Utterly useless service, app and business”

Helpful Report

Posted 2 years ago

“Totally untrustworthy company. I deleted my account and I’ll no loner use Trainline.”

Helpful Report

Posted 2 years ago

“First time to be using train for a year but i felt bad when my husband and i going for a holiday break in Brighton.Its awful experienced when the train driver just drop us off estimated 11 of us in fareham telling us that theres a broken rail reason why they cant proceed to brighton..Were all disgusted,very confused not giving us a proper instruction what to do dated Nov 24 at 12noon,thankfully one train driver on the other platform was being asked by one of the passenger whose going to the same place as we are has been very helpful give us the proper instruction what to do....they should give the proper training to thier driver in case arises a situation like this..No support at all....”

Helpful Report

Posted 2 years ago

“Booked rail travel for December 2020, due to covid I couldn't travel. I was told that because I'd booked an advance ticket-which most people do if they have a show booked-that I could not have a refund but could change the date. I rearranged travel for October 2021. I was told to pay for the second lot of tickets, cut up the old tickets and send them back to get refunded for them. I've had to ring them every week to be told that the refund has been rejected-twice. Eventually after phoning and being promised the refund-this has been going on 6 weeks-I received it but was £13 short. I'm still fighting this and will not let it drop. I will never book with them again and hope nobody else does. They are disgusting how they treat customers and there is no communication at all.”

Helpful Report

Posted 2 years ago

“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 2 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.”

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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

Trainline is rated 1.2 based on 565 reviews