Name: Trainline
Rating: 1.19

“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.”

Helpful Report

Posted 5 years ago

“Worst service ever. And they charge you to speak to a representative.”

Helpful Report

Posted 5 years ago

“Was abroad booking a ticket to come home from the airport accidentally booked the wrong date. Totally my fault. But i was unable to amend the ticket due to being cut off two times on the phone. The third time i called the person on the phone refused to put me through to the manager/ supervisor and left me on hold for ages. And came back on the phone telling me to buy a new ticket and then i would have a refund on the other one! I have never heard of any company asking a customer to buy a new product before getting money back on another. Very poor service and i will not be using the trainline again.”

Helpful Report

Posted 5 years ago

“Appalling customer service and faulty website”

Helpful Report

Posted 5 years ago

“Your train assistant Alan’s attitude is absolutely out of order. “Power to his head” springs to mind and threatened to kick us off because of the people spilling a drink on the chair opposite to us (1.5 hours away from home) RIDICULOUS!!! A very disappointed customer.”

Helpful Report

Posted 5 years ago

“We did a mistake by booking our train tickets and noticed it immediately after the booking. We got in touch with the customer service immediately to inform them and to undo the mistake and to change the tickets. They informed us that there are options to change the booked journey and gave us an email to inform the responsible department about our situation. We waited quite a time to get a response as the journey was about to take place a few days later. We called again 2 days later and then we were adviced that the customer service was not able to help us and gave us another email address. We asked for the manager but we were not allowed to speak to the manager. We received then an email as a response from our first email that they were not able to undo the mistake (even if we informed Trainline 1 minute after booking). We were left with all the costs and no tiny bit of sympathy for our special situation which we explained and why we did, unfortunately, did the mistake. The customer service is not supportive at all. Trainline offers cheap tickets, but just don't make any mistakes because if you ever need the support of the company you don't get it. It is human to do mistakes, but Trainline seems to count on this to make money out of it.”

Helpful Report

Posted 5 years ago

“I have given Trainline a 1 star review… I have given Trainline a 1 star review but if I could give them less I would for sure. They have breached my data and their customer service department is a joke. STAY AWAY FROM THEM PEOPLE!”

Helpful Report

Posted 5 years ago

“good experience as usual printing tickets was easy train was obscenely packed though - I don't know if this is trainlines fault for overselling tickets or what but was hell, could barely breathe (Leeds to Manchester)”

Helpful Report

Posted 5 years ago

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