Name: Trainline
Rating: 1.20

“I bought some family train tickets via the Trainline App but there were many problems with the electronic booking I was attempting to make. After a phone call I was assured my booking had been made correctly. When I picked the tickets up, just prior to travel, they were incorrect. I was forced into a hefty surcharge, refused a refund and this was despite my account ultimately showing the correct details for the journey. Customer service was appalling and only resulted in generic answers that showed they neither listened or cared. Consequently I cannot recommend this company.”

Helpful Report

Posted 5 years ago

“I have never been treated so disgustingly by a customer service team. It has been nearly two years since my incident has occurred, I have wasted time and money calling and emailing their customer service team to be called a liar on the phone, which they refuse to find the recording of and now I am ignored all together. I have been a loyal customer since being a student 5 years ago and I am heartbroken to have lost my hard-earned money to a company just because they refuse to listen to my story or look at the evidence in front of them. I am continuing to fight my corner today, despite the cold shoulder I am constantly given. If you shop with the Trainline you risk, if any problems occur with your journey such as cancellations, losing your money for good. Never to be trusted.”

Helpful Report

Posted 5 years ago

“Train line sells you more tickets than there are spaces to make more money. Took a 4.5 hour train from London to Edinburgh with something like 20 people more per carriage than there are seats. In every carriage. Avoid this company and book directly with the train operator.”

Helpful Report

Posted 5 years ago

“Not letting me to use the 33% discount from my railcard. There are cheaper alternatives”

Helpful Report

Posted 5 years ago

“These jokers use every tactic to strip you of cash, including mis-leading ticket class info, huge 'admin' fees, with support either via a chatbot robot that's useless or an Indian call centre. I booked First Class to Sheffield return £199. I changed the outbound date: they refunded £105 towards the new ticket but kept the rest. AND they took £60 'admin fee' off the £105. AND the changed ticket turned out to be in Standard class both directions yet cost the same (£199). Worse still they DELIBERATELY don't show the class of the changed ticket when you make changes (they just show fare name eg super saver, not class of travel). You have to find a small link saying 'other fares and 1st class' to even work out they've downgraded you, so it's not clear at all. The new fare amount exactly matched the old fare to help with the swindle - in reality I could have booked a standard return for much much less. I found if you go directly to the rail company it's cheaper, clearer, and they don't rip you off on changes. AVOID THESE RIPOFF CLOWNS.”

Helpful Report

Posted 5 years ago

“A big scam first they dont tell you witch train you have to take i have to google it. Second fee everywhere 1€ for booking 3,5€ for using a credir card and the best of all 10€ for a refund! Its a refund you should not keepong money scammers”

Helpful Report

Posted 5 years ago

“Bought a ticket for my daughter with trainline. She got to the station 20 minutes early and checked the platform at the station and on the trainline app and all was correct. Walked to the bottom of the platform where they did not have screens relying on the trainline information. As it happens, the platform was changed and trainline did not updated the information in the app, by the time she realised it was too late, with 2 minutes spare to get to the new platform she missed her train. I called trainline and they were very rude and unhelpful. The manager was too busy apparently doing paperwork to answer the phone and I was told to buy another ticket if I wanted my daughter home. Mavia, I believe it was the name given by the operator promised me a call back from the manager and refused to give me his name. Goes without saying that the call never happened. Don't waste your time booking with trainline, book directly with the train company, you are not saving nothig, if anything when comparing prices it is more expensive.”

Helpful Report

Posted 5 years ago

“Bought a ticket for my daughter with trainline. She got to the station 20 minutes early and checked the platform at the station and on the trainline app and all was correct. Walked to the bottom of the platform where they did not have screens relying on the trainline information. As it happens, the platform was changed and trainline did not updated the information in the app, by the time she realised it was too late, with 2 minutes spare to get to the new platform she missed her train. I called trainline and they were very rude and unhelpful. The manager was too busy apparently doing paperwork to answer the phone and I was told to buy another ticket if I wanted my daughter home. Mavia, I believe it was the name given by the operator promised me a call back from the manager and refused to give me his name. Goes without saying that the call never happened. Don't waste your time booking with trainline, book directly with the train company, you are not saving nothig, if anything when comparing prices it is more expensive.”

Helpful Report

Posted 5 years ago

“I booked advance tickets via Trainline. I paid for them to be posted, but they didn't arrive. I phoned Trainline and was put on hold twice for lengthy periods while the staff apparently tried to find out what their procedure was. Trainline staff refused to re send the tickets, though I explained that I'd opted for this delivery method, because I have very little time and no transport and live some distance from my local station, with no direct bus route. (I never like to risk collection on the day, in case something goes wrong). I emailed and met the same refusal. No one has even offered to refund the postage. Very unhelpful attitude. I won't be using Trainline again.”

Helpful Report

Posted 5 years ago

“Terrible - they switched my destination from Paris Orly Airport to Montparnasse (one hour away by car) without telling me and after checkout I see this and send them an email (they have no phone contact support). After two days they replied, "Paris Orly was not available so we provided a ticket to an alternative location. The ticket is non-refundable so there is nothing we can do." They said it was my fault because I should have checked before checkout. I could understand if they told me that my original destination was not available but they didn't and they changed the destination without confirmation from me. Only a scam outfit would resort to these tactics. DO NOT USE!”

Helpful Report

Posted 5 years ago

“Do not trust Trainline! Neither the UK nor the EU branch is any good, and they go to considerable lengths to avoid enabling you to contact the EU branch in particular (it's email only, with a response "in 2 days"!). If anything goes wrong with your journey (a delayed train meaning you miss your connection, for instance), they will deny all responsibility for arranging replacement journeys, even though they're the ones who have taken your money. My specific case: travelling via 4 trains from Halle (Germany) to London, with the first train delayed by 25 minutes, meaning I missed all my connections, including the Eurostar. DeutscheBahn was very good (despite the delay, for which they're now notorious): they issued me with replacement tickets on different trains to get me as far as Brussels for my Eurostar. Of course, I still missed the Eurostar connection, but was advised by Eurostar, DeutscheBahn and Trainline UK to contact the Trainline EU office (by email!). Their response? "It's not our fault you've missed the Eurostar: DeutscheBahn have to refund you because they caused the delay." No acknowledgement of the fact that Trainline were the ones who took the money. This was the first time I used their "service", and it will be the last.”

Helpful Report

Posted 5 years ago

“OMG this is the tightest-crowedest/expensiest train I have ever travelled in. Rubbish service Edinburgh-London, they really need to update their game, we will definetly take a flight next time wow”

Helpful Report

Posted 5 years ago

“I booked the wrong tickets for one day and meant to book them for the following day. This was admittedly my own fault, so I rang customer services in an attempt to change them. His efforts to get my refund and rebook the tickets for the right day were appreciated, however, the lack of decent communication, be it down to the phone lines or just general understanding, meant I ended up assuming I was paying £35 and ended up paying more. I was also extremely confused on when I would get refunded and how much I would be getting back. All very stressful and could have easily been avoided if the workers could have been far more clearer and simpler about what the situation was with my tickets.”

Helpful Report

Posted 5 years ago

“The website is misleading. When going through the booking process, I first selected an open return (ie return within the month). An option to buy a London travel card then became available, which I selected. Without notification, the travel card selection then converted my whole open return mainline ticket into a day return. I had to buy a further single ticket the next day to get home. The ticket office staff in London said this is a common problem with the trainline bookings. When I approached trainline customer service they refused to help saying that it was my responsibilty to double check my selection before final purchase. They did not bother looking into whether the website is misleading or difficult to navigate accurately and refused to give me any answer or explanation on this point. I will be looking for another travel website to book my tickets through.”

Helpful Report

Posted 5 years ago

“Outrageous customer service from trainline. There was a fault with their website which made my order go through twice. However, in order to refund me for the extra ticket, I have to pay a €15 charge!”

Helpful Report

Posted 5 years ago

“Booked train by mobile phone. Because of their stupid activate ticket accidently was clicked on we had to pay an additional £100 to get home they didn't care that it was a genuine mistake. 😢 also as we boarded the train it was over packed nowhere to sit people standing blocking everywhere. I have been in tears with the stress it's caused me as I suffer with Autism. It's NOT AUTISM FRIENDLY. They don't care at all. Not happy at all !!”

Helpful Report

Posted 5 years ago

“I have booked with trainline on many occasions, with no problem, however I needed to change a journey so rang to do this I was cut off many times so had to ring back thus my phone bill for these calls ended up more than £100 it would have been cheaper to put the tickets in the bin, how can they justify these costs”

Helpful Report

Posted 5 years ago

“After booking a first class return trip to then be told I can't reserve any seats on my 5 hour journey home and the last of my 3 trains (the longest train) have no first first class carriages (railworks weekend) I phoned to get a refund on my whole journey. I was only offered a refund for my outbound trip meaning I was still short of £140 for my inbound. I explained to the manager its a lot of money and I only booked my tickets last week, however he was completely uninterested and had 0 intentions to even try to get this ticket refunded or credited. I'm beyond unimpressed with TrainLine and will not be using them again. I have been a loyal customer and the one time I would like a refund they completely refused. After a 30 minute conversation speaking to the manager nothing was resolved- completely uninterested.”

Helpful Report

Posted 5 years ago

“A system error in their booking page resulted in a duplicate European booking. They do not provide a phone number, took over 2 weeks to reply to their web form, do not accept any liability and therefore refuse to cancel and fully refund and now will no longer reply to my email responses which means I have no way of contacting them.”

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

Trainline Reviews