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

“My train last weekend was cancled. Not until i got to the station did i not know it wasnt running. I had to get a friend to take us to london. Due to the delay finding arrangments getting there, we missed out on two of the I had pre booked for my partners birthday. I asked for a partial refund as i could use the tickets returning, but outbound there was no train running. On the app you can clearly see the tickets were not used. I was refused a partial refund and told they dont control the train! I lost out on the ticket money had to pay for an alternative method of transport and loose money on the attractions I had missed. Really disappointed. Poor customer service.”

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Posted 4 years ago

“Unfortunatley you can't give a negative star rating as that is what this joke of a company deserve. They cancelled my ticket without me asking them to and charged me an administration fee. The customer service 'robots' are completely useless and just work from a script. I'd rather walk!!”

Helpful Report

Posted 4 years ago

“Terrible experience. I was looking to book a trip for the next month, once booked the tickets confirmation came back saying I've booked the train for tomorrow. Absolutely horrified, I tried to contact the customer service, and provided evidence that I did not in fact booked the wrong date. They dismissed my evidence saying I could have fabricated them. Very disappointed and disheartened. I will never book with them again. Stay away from this website!”

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Posted 4 years ago

“Please keep away from this company, total shambles. They advertise that tickets can be changed prior to journey.. Of course they can for the fee of £10 per ticket! I have tried to change my ticket for the earlier journey month before the trip! Tried to send complaint to them and got a short e-mail which said all done by their policies! Avoid avoid avoid!”

Helpful Report

Posted 4 years ago

“Booked a ticket for my 15 year old son to get home from Birmingham to Aberystwyth, trains on that line were all cancelled due to issues on the line for the rest of the day, my son used the ticket to access the platform before we knew this issue had arisen. Looked on the trainline website & it said that the ticket purchased was non-refundable (hold on isn't that against the law?) Rang their call centre, the recorded automated message said that the number wasn't for refunds, I still waited & spoke to the rep, they said it was refundable & I would be refunded, it would take up to 14 days for the refund, so I patiently waited but eventually had no refund hit my bank account, so I rang them again & was told the refund had been cancelled due to the ticket being used, I explained it hadn't & was probably showing as used when he entered the platform (I had had no communication of the cancelled refund from them) they agreed with me & said another refund was going to be issued but I would have to wait another 10 days for it to be credited to my account. It's been about 8 days again now & over three weeks in total & I'm still waiting for my money. I will never use this company again, extremely poor service for a company I have used for many years up until this incident. DO NOT USE THESE IF YOU EXPECT A REFUND FOR CANCELLED TRAINS!”

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Posted 4 years ago

“I asked for a refund to a ticket that I didn't used and even showed the proof of going for an alternative journey due to sickness, but they still couldn't process me a refund and instead keep pushing the responsibility to GWR! Just as bad as each other! Will never use them again!”

Helpful Report

Posted 4 years ago

“I booked a ticket from Basingstoke to Huddersfield on 9 October, at a cost of £90 for travel on 17 November, and at the same time took out the Trainline Protect Insurance to cover any cancellation at an extra cost of £4. Today I am unwell and have decided I am not fit enough to travel. Have contacted Trainline today who inform me they are unable to issue a refund. I understood the insurance would guarantee me a refund if unable to travel. What a con, I’m totally disgusted and will never use them again.”

Helpful Report

Posted 4 years ago

“I purchased a ticket yesterday costing £12.30, in error I selected the 19.55 train instead of the next one, noticed immediately and no option to change the time. I went to the local train station within the hour and they said because it’s trainline it’s out of their hands and absolutely zilch they could do, they advised that Trainline are notorious for this appalling service. My ticket is valid for 29 November and it is appalling customer service that they want to charge me a £10 admin fee to change the time. A bloody disgrace. AVOID TRAINLINE AT ALL COSTS.”

Helpful Report

Posted 4 years ago

“Appalling customer Service. I was only notified one day before travel about the ‘PLANNED INDUSTRIAL ACTION’ I was on hold for 20 mins on the phone. Unreliable and always unhelpful as ever.”

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Posted 5 years ago

“Just booked a single to Newcastle on my mobile,was searching routes so didnt notice that the app had changed the date from tomorrow until today,booked it and the train i booked was leaving 15 mins after booking so why doesnt a warning flash up like booking a plane ticket as its so close to departure asking you to check if you really want to travel that soon??.On a mobile phone date is tiny.No chance of refund even though genuine mistake,App is designed to rip you off and make it your mistake.”

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Posted 5 years ago

“All trains from Euston were cancelled and station closed,i had to get to Birmingham so it cost me alot of money,TRAINLINE refunded £18.00 of a £56.00 ticket and they charged £10.00 administration to do the refund.Trainline are the worst to ever book with.Highrail Robbery.”

Helpful Report

Posted 5 years ago

“Avoid this company unless you like getting ripped off,£7.50 "admin fee" on a £12.50 ticket which I made a mistake on the date and tried to change within 10 mins..charlatans.”

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Posted 5 years ago

“Do no book using this company. UK office can only help with uk trains and hang up on you need assistance with a Eurostar reservation. Europe trains - no contact phone number only an email and if you engage in an email trial with Merelin in their customer service team, they do not assist and answer questions you do not ask. No assistance offered.”

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Posted 5 years ago

“Booked online in the uk for a trip in europe. I booked tickets for a 26year old adult and according to them, a 23 year old is considered a youth. I was given an infant and adult ticket. Didnt realise until I was on the train in Amsterdam to Berlin that they had issued me the wrong ticket. No one on the uk team would help and the eu customer services left me stranded in berlin with incorrect tickets and have refused us compensation. I had to correct their mistake myself and have been scammed out of €417. They are adamant I bought a youth and an infant ticket as I apparently and deliberately booked myself as a 1 year old. Even though I have been in touch with the train company themselves for fuller details. A 26 year old still does not qualify as a youth ticket but despite screenshots of proof of their mistakes it's still my fault. They're happy to screw over their customers and leave them stranded in foreign countries whilst passing on the blame to their customers. Avoid them at all costs. They're a scam.”

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Posted 5 years ago

“Booked a ticket with a reserved seat. They took our money and then told us a seat wasn’t available and now won’t offer a full refund. Apparently if we’d booked using the desktop website we’d have seen some tiny text that no seat was available, but on mobile or the app this doesn’t happen. You can always see what a company is really like when there’s a problem, some go above and beyond, some do the minimum but some just immediately blame the customer. Trainline is one of the latter it seems. So, we’ll get the bank to recall the visa transaction and stop using trainline, there are many other competitors to choose from.”

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Posted 5 years ago

“Robbed me of my money I booked a ticket on the app, but the payment didn't go through and came up with an error on the app, so I bought a ticket at the station, but the payment went through 5-10 minutes later. I requested a refund as this wasn't my fault, but only got half the ticket price back because of the admin fee. I rang up to request a full refund but I unknowingly got put on a premium line and was charged £40 worth of calls ringing their number that I was told to call to get a refund (which I apparently wasn't entitled to because I already requested a refund that excluded the admin fee). I can't afford this. I am out of work and can barely afford to pay my bills. This is absoultely disgusting I am out £50 because of something that is not my fault. Please don't use them. If you have to - do so with caution.”

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Posted 5 years ago

“DO NOT USE THIS APP OR SERVICE!! Deceived when buying tickets and had to buy a new return ticket. I called the company and no one could offer any form of compensation! Awful service, will not be using them ever again!”

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Posted 5 years ago

“Their web site is probably better designed than the local train companies ones... But it includes VERY TRICKY FEATURES MADE ON PURPOSE TO STEAL YOUR MONEY. They offer extremely limited possibilities to change or refund your booking. Twice i had to pay for a ticket which couldn't be used not refunded. My personal suggestion as a frequent traveller? DON'T Book ON TRAINLINE if there's any problem with your travel/ticket you'll have to solve it with the train company anyhow, and then no one will be willing to help. Trainline gives anyhow little or no support after cashing in and the train companies are very likely to tell you that you have to sort it out with Trainline as you booked with them....”

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Posted 5 years ago

“Its a brilliant service on line and the app. My daughter relies on it, being at a uni some distance from home. She loves your app.. but there is problems at some stations where bad connection. Is there a phone number she can ring if in trouble as shy and not so eager to ask?”

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Posted 5 years ago

“Absolutely upsetting customer service on online chat. I get it that it is not the greatest thing sitting there till 10 pm dealing with problems, but if one can't do it politely, then perhaps shouldn't do it at all. Getting disconnected is frustrating enough, being made repeating the query again and again just to find out they can see my previous chats - so they say, but could have easily been talking to the same person, all 3 times I ended up with the same surname.. You can not select minimum transfer time on the train search therefor the website gives little but none flexibility and the customer service clearly couldn't care less to help you properly. Getting you run around for unnecessary information just to come and say there is no option to reselect a later train. Surely that could have been an answer straight away. I was asking for within the UK journey and Europe as well and the agent was just waiting to jump on the I can only help you with the UK opt out. Should this be my business, I would be really concerned people are dealt with in this manner. This particular agent was also clearly mocking with the salutations at the end. I guess I will cancel my account, because this is just not worth it.”

Helpful Report

Posted 5 years ago

Trainline is rated 1.2 based on 565 reviews