Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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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

“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”

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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.”

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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.”

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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!”

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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 !!”

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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”

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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.”

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Posted 5 years ago

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

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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”

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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.”

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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!”

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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)”

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Posted 5 years ago

“Be very careful of the company's affiliated on the TRAIN LINE website that are Internet scams like complete savings. Disappointing to know that train line is not credible and honest. Complete savings have been debiting money from my bank account without my permission when I purchased a train ticket on line. So disappointed with train line for their partnership with scam companies. BEWARE!!!!”

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Posted 5 years ago

“Very user friendly app, easy to use and very quick confirmation of order.”

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Posted 5 years ago

“Avoid. It's a shame that this company is out to just rip people off. There was an error made on my tickets, when phoning the helpline not only did they book the wrong time, but a payment of £161.40 and then an admin charge of a further £1.50 was added... The phone operator was hard to understand (outside UK call centre) and further more the journey has over four replacement services... A joke. Congratulations on robbing people who can't afford it... Seriously well done.”

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Posted 5 years ago

“What a shame there isn't a minus star button. The National Rail website was not working so stupidly I used Trainline as wanted to sort my tickets. Set up an account but now I need to cancel one of the tickets I bought, there is no record of my booking within that account. I have emailed but the responses keep coming back with no satisfactory reply and the lack of communication is appalling. The ticket I purchased is eligible for return minus a fee but how I manage to achieve this is anyone's guess. JUST DO NOT USE THEM. Never ever again.”

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Posted 5 years ago

“First time i have booked with Trainline and I will never book with them again. Make sure you read their T's & C's as they adhere to them without any flexability whatsoever. I booked a ticket ( my first time) online with them and have to say their web site wasn't easy to navigate to find a train that would suit my purpose but i did eventually find a train and paid £102 for this one way ticket, the day before i was to leave for this meeting i found that i couldnt go by train after all and tried to cancel for a refund, NO WAY was the answer read our T's & C's and that was it. Very disappointed and feel as if i have been ripped off. Their customer services stinks”

Helpful Report

Posted 5 years ago

Trainline is rated 1.2 based on 565 reviews