Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

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

“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.”

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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!!!”

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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.”

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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.”

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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.”

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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.”

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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”

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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?”

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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.”

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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”

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Posted 1 year ago

“This is a dreadful organisation to deal with - DON'T”

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Posted 1 year ago

“Paid £36 for a ticket, the ap glitches out and didn't proceed to give me my ticket, although it had already taken my money. Tried to get a refund, they said they'd charge me £10 service charge. I said no to that, they said they'd refund the full amount, and yet all they refunded was the £10 service charge, and they forced me to close the dispute before sending it, meaning its now even more complicated raising a dispute about this issue. All set up to be as inconvenient as possible, hoping that people won't even bother going through the process”

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Posted 1 year ago

“Disgraceful service! Will NEVER use again and will tell everyone I possibly can. Profiteering and greed come to mind. I hope a Trainline employee reads this and feels some shame. Tried to refund £12 ticket, told £9 ‘admin’ fee, then refused refund anyway. Laughable. From a pensioner ripped off”

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Posted 1 year ago

“This company is an absolute disgrace. I booked a £12.20 trip with them and my plans suddenly changed so asked for a refund within a couple of minutes and they charged me £9 for an administration fee. I very rarely complain about anything but this has made my blood boil. Never again...”

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Posted 1 year ago

“Is it actually possible to get a refund from these idiots? Outward train was delayed indefinitely and the one back was cancelled but it doesn't seem to want to give me any refund. That's just robbery.”

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Posted 1 year ago

“Owing to my train being cancelled on the 13 December owing to a train strike I returned the tickets etc before Xmas but am still waiting for a refund will not use Trainline again.”

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Posted 1 year ago

“If I could give 0 stars I would. Customer service absolutely abysmal! They did not properly know or understand their own T&Cs about ticket transfer. I made a complaint about this 6 weeks ago, and have not received a response. Whenever I check with the customer service phone line I am told that they are looking into it, but it seems more likely it is being ignored until I give up. And I cannot see an alternative phone number at Trainline HQ to escalate the complaint. Appalling and I won't be using them again.”

Helpful Report

Posted 1 year ago

“I had a terrible experience. I was debited twice of £23 in October, 2022 and till now 4th Jan.2023 no refund. I have made several charged calls even till this afternoon to trainline, coach, national express. All of them kept tossing me, muting the call for over 24minutes and still no one could answer me. The customer service is fucked up, they all need to under go professional trainings. I have not been refunded in summary, very annoying!!!!!”

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Posted 1 year ago

Trainline is rated 1.2 based on 565 reviews