Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 571 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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Metrics

1.2

Based on 571 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

“Couldn't retrieve my ticket as the card I used to purchase the ticket had recently expired, had to buy another ticket! When asked to refund they said they cant. In the app it allows a partial refund £3 hardly worth it. But they want you to print the tickets and post them to them tracked. Which I dont have and tracked is nearly £3 so in a whole will never use them or there app. There processes are old and stupid.”

Helpful Report

Posted 1 year ago

“During the strikes in July 2022 I was unable to return home as trains cancelled at Euston. I was eventually notified that partial refund approved would be credited within 5 days but still have not received credit. All customer service say repeatedly is they cannot do anything as i cannot provide a postal tracking number for return of tickets. It’s all a scheme to avoid paying out. If your plans change and you want to change date of ticket, despite them stating there is no charge up to 18.00 day before travel you cannot but have to buy new tickets and post manual tickets back for a refund less huge admin fee. Why is this necessary when everything else is electronic??? Never use them. There are other sites that don’t make these obscene charges.”

Helpful Report

Posted 1 year ago

“I usually find that my ticket stops opening barriers at some point in the journey. You show it to the operative and they usually let you through BUT occasionally they check and tell you the ticket has been cancelled - by Trainline. I guess Trainline gets a refund, and relies on the passenger getting through anyway so not complaining. The train operating companies miss out on revenue.”

Helpful Report

Posted 1 year ago

“I have tried to book a journey with Trainline, on a service which I know exists, but their information does not show the train. I have had email exchanges with them and sent them information about this service, but they will not acknowledge it, nor changed their information, and now they will not respond at all. It's as though they're embarrassed to admit their website has an error! This is not good for a leading rail service provider. I have tried to telephone them but I cannot find a contact number anywhere.”

Helpful Report

Posted 1 year ago

“Absolutely horrible customer service. It's a scam. It works most of the time but they fraudulently keep the refunds they get from the train companies for canceled trains Instead of giving them back to the people who actually paid for it. Costumer service lied repeatedly, refused to answer my questions, insulted me, called me the wrong name sent me someone else's info. Pretended to be the supervisor only to sign the wrong name while they were pretending and when I asked to speak to the actual supervisor they ghosted me. now I will never get the 140 I'm out for the ticket. This is illegal and they should be shut down.”

Helpful Report

Posted 1 year ago

“Waiting for more than 6 months to get cancelled train compensation. AVOID”

Helpful Report

Posted 1 year ago

“Disappointing experience. There needs to be an employee of the Trainline getting people to the correct seats as it’s seems like people have no clue what they are doing. I have travelled all around the world and never seen such a chaotic mess. Far worst experience I have ever encountered.”

Helpful Report

Posted 1 year ago

“Please do not buy a three year Railcard ! I did , I bought a 3year one but now I need a disabled one and as I have 2yrs 4mths left ony senior , I asked for a change into disabled one . I was told no we don't do refunds or changes. I Chatted online and called I even emailed the CEO judy ford and the reply was from a customer service person saying the same thing tough luck! I explained I didn't want a refund just a change to disabled . I only ever bought yearly ones then last year I thought I would buy a three years . Do not make the same mistake as I have they have got £50 approx for free of me and how many other people have they done this to , I should of stuck to Railcard itself rather than some cheap company that takes money for nothing and no apologies for it just buy another one of us ! I wouldn't buy another ticket off them nor another Railcard .”

Helpful Report

Posted 1 year ago

“DO NOT USE THE APP. Really poor, twice I haven't been able to retrieve my tickets on the day of travel when mobile tickets have been selected. Resulted in my buying additional tickets Double the price I originally paid. Phoned customer services 3 times today and they refused to refund me despite providing evidence, couldn't even answer basic questions and lied to me twice. Shocking service when the app was at fault, was told by rail staff that it is a wide spread issue experienced by many.”

Helpful Report

Posted 1 year ago

“Received e mail from train line stating that time of train has changed. Go to their app and its as original. Phone abellio (train operator) and they say train time is as original. Terrible,would have missed the train. Trainline phone is a premium number costs a fortune to speak to someone. Avoid this company!!!”

Helpful Report

Posted 1 year ago

“Customer service is so bad that I can't find words to describe it. This service works fine until things go wrong & you need some intelligent & efficient help. After 9 emails providing the same information, I am flabbergasted by the moronic responses. I will never use them again.”

Helpful Report

Posted 1 year ago

“Horrendous customer service. The app is not fit for purpose. My daughter was suddenly unwell at the station and phoned me to say she wouldn’t be able to take the train she was booked on. I immediately attempted to change the date/time (which is allowed before departure time) but the app kept glitching and giving me an error message until after the train departed! I took a screenshot of the error message and contacted customer service via email the next day. All I could get in the end was the same reply over and over again, that they are sorry but a refund is not allowed. I was not asking for a refund but just some acknowledgment that this situation was their fault due to the app!!”

Trainline 1 star review on 18th March 2023

Helpful Report

Posted 1 year ago

“Absolutely appalling customer service via live chat and email. Given written confirmation of refund twice- nothing happened. Escalated to a “supervisor” Nidhi, who again confirmed the refund would be credited to my account within 5 working days. Had to chase this again, told I’d get the refund “soon”- how is this professional?! Then told the refund had been processed and speak to the credit card company. This deplorable belligerence is just to cause maximum frustration, waste as much time as possible so customers will not pursue the matter further. Issues are not addressed, you need to keep repeating your same concerns again and again only for them to do nothing about it. Say what you will about LNER, their refund process is excellent. Since it has been outsourced, Trainline’s service is utterly shambolic.”

Helpful Report

Posted 1 year ago

“I’m never using Trainline again unfortunately. I booked tickets for the clients travelling from Exeter to liverpool costing £400. Trainline then accidentally cancelled and said they’d were refunding the tickets. Called me to apologise, I asked could they just reinstate them as I didn’t have time to rebook. They said no, I would have to rebook. I then had the inconvenience of rebooking at another £400, meaning I’d then paid £800. The refund never came through and when I chased it turns out my clients had accidentally scanned the original tickets coming and the replacement ones coming back, so now I can only get a partial refund on the unused tickets, meaning I’m £90 out of pocket. Had they been honest at the time and told me the original tickets would still work, therefore stopping the refund process, I would never have purchased replacements. At the time I just didn’t want to risk them being refused on the train. Customer service was shocking. Their mistake resulted in me having the inconvenience of rebooking the tickets, at an additional £400, which will have taken nearly 1 month before I get £300 back for unscanned tickets, leaning me out of pocket nearly £100 due to their error. So lesson is if you do cancel tickets and decide you still need them just use them and they will still work. Don’t bother rebooking.”

Helpful Report

Posted 1 year ago

“On purchasing my two together railcard with the help from my younger neighbour we found it fairly straight forward until we got into my railcard app when we noticed our photo,s were missing of off the card after extensive investigation we rang a customer service phone number of which turned out to be in Mumbai in India and the lady helped me to sort it out so not straight forward as one would hope.”

Helpful Report

Posted 1 year ago

“I’ve been waiting for a refund for two tickets since December (now Feb). Refund was due to strike. One of the tickets did get refunded in late January, but a month on and the second yet to be refunded. Customer service also have two key issues. The first is that the detail in an email thread is cut off after a few exchanges, so you have to keep writing (or copying and pasting) the history back in. The second is that they seem to deliberately misunderstand a conversation for their benefit. At certain points in their saga I was told I was not owed a refund l, until I brought up points from previous emails and then, lo and behold, it will be processed. Except the second one hasn’t been. Grave situation, would avoid all bookings with this company in the future.”

Helpful Report

Posted 1 year ago

“Trainline had a problem with their app that told me I could pick up a ticket from Tottenham court station. It was wrong, so I couldn’t get my ticket. When I requested a refund, I got £2 back… so I contacted them and said that it was their mistake and I expected a full refund since I had to buy my own train ticket anyway. They then fixed the issue and told me that is was never an issue in the first place and that I was wrong… I am outraged”

Helpful Report

Posted 1 year ago

“Still waiting for my refund of £51 from a cancelled train in Dec. Anybody got the email address of the CEO of this awful company?”

Helpful Report

Posted 1 year ago

“I was told I would get a refund when changing the time of a train. It said the refund would be £55.60 and the cost of the new ticket was £55.60, effectively free. I paid the cost but they won't refund the money. I have been back and forth with customer service emails with them just repeating the same thing and not answering any questions. You can't ring and speak to anyone. I have used them for years but will now go direct to the train companies.”

Helpful Report

Posted 1 year ago

“dont buy tickets directly with them, do it with the train companies. There isn't any advantage and furthermore they dont help you with the changes, adding an extra cost for the handling, something which is out of the train companies' policies”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 571 reviews