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

“Despicable fraudulent legally scammers. This has to be up there with the current government in terms of being able to get away with scamming the public, without ANY legal recourse. I hope they go broke.”

Helpful Report

Posted 3 years ago

“Accidentally put in wrong railcard phoned 14hrs later to change, couldn't change had to cancel, only refunded if I booked new tickets which were £17 more than original.(also £8 more dearer than if I had booked on the lner website, won't be booking again on trainline)”

Helpful Report

Posted 3 years ago

“Unethical business practices. There are better companies to support. An unauthorized purchase was made using our card and we contacted them the same day regarding it but they refused to give us a refund. Our bank was able to help us out, but now Trainline is petitioning our bank to collect the money on tickets that were not used FROM AN UNAUTHORIZED TRANSACTION. What the heck! Trainline clearly needs more regulation. We will no longer be supporting them.”

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Posted 3 years ago

“For people who wanted CEO name it is on their page Jody Ford! I had the worst experience with them and I am trying to make everyone aware of the situation and avoid them at all cost.”

Helpful Report

Posted 3 years ago

“Will not return the ticket price. Exchange will cost the similar price, even though on the train station tickets were available for the similar price, Trainline will ask for double price. Will never use again. Not recommended”

Helpful Report

Posted 3 years ago

“Basically, great if you know for sure you are going to travel. However after dealing with them you will find they will start offing you deals, so you think, when you realise those deals are unobtainable once you have paid. You further realise you are then dealing with a French company not UK, which further exemplifies their lack of customer service and care. I will now offer you an example: I was offered a deal from a salesman direct from Trainline, for a Rail Card for Network Rail. On that deal I was offered £15 discount on the next deal. That was the offer, however after you hastily make the £30 payment for the Rail Card that was recommended as to where you normally travel, you realise you may only use it here and there. Hence maybe the £30 Discount card would have been a benefit. However the real deal on top of that inspiring your purchase as was stipulated by the salesman, was the £15 discount. So you pay the Rail card, only to read the small print; Has to be redeemed by the end of the month, which was within 8 days of purchasing the discount card. Well I had already planned buying a few railcards, however this didn't make the grade either, in order to qualify for the voucher, you had to make one purchase of around £50, which by the end of the month I wasn't about to make. Here comes the biggest ripoff from Trainline; In order to contact one fo their agents by phone they operate the most expensive premium rate number I had heard from a company, £3.50 call charge plus additional charges from your own provider. If you want to communicate with them via email, well you can't, there is no method to do this. Their website is designed to stop you in your tracks or confuse you in a way that will cause you to give up. The other other issue was recently, purchasing a ticket to Derby form Coulsdon South for myself and my son for Xmas Eve. As there may have been an issue I paid an additional £2.50 Insurance in case I had to cancel. Well, this last weekend I tested positive for Covid, I have therefore isolated and of course I will not be able to travel. Under the policy terms I can therefore obtain a full refund, however if anyone can tell me how that would be a help. They show no advice on their site on how to utilise the insurance. I have give 2 stars as purchasing tickets through them is easy and to obtain them is easy from the ticket machines. Their App is pretty good, however as I said any problems, issues, they do NOT want you contacting them. Bad service I would say as a whole.”

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Posted 3 years ago

“Soulless capitalist company. Doesn’t care about anything except profit.”

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Posted 3 years ago

“Made a mistake on my booking so requested a refund. Charged £10 on a £20 booking... THIS HAS TO BE FRAUDULENT”

Helpful Report

Posted 3 years ago

“I wanted a refund on my ticket due to covid restrictions that recently came up and they won't allow it. They also won't allow me to exchange my ticket for a different date! I am livid. £124 down the drain.”

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Posted 3 years ago

“Absolutely appalling people, cheats and liars TRAINLINE are the WORST company I have ever dealt with - DO NOT BUY INSURANCE YOU WON’T GET YOUR MONEY BACK I HAVE BEEN WAITING MONTHS - absolute cretins”

Helpful Report

Posted 3 years ago

“I have been refunded numerous times for cancelled holidays, flights and airport parking due to Covid. I can’t attend an event in London due to Covid but Trainline won’t refund my tickets - or even offer a voucher or exchange! Won’t be using them again.”

Trainline 1 star review on 10th December 2021

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Posted 3 years ago

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

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Posted 3 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!”

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Posted 3 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 3 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 3 years ago

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

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Posted 3 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”

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Posted 3 years ago

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

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Posted 3 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 3 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 3 years ago

Trainline is rated 1.2 based on 577 reviews