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

“This company is exploitative and unethical. First, the App forced me to book paper tickets. The train was canceled before I had collected them. The Trainline website states that in this case a refund would be issued when requested. I requested a refund. It wasn't issued. I was told I would have to collect the tickets and post them. I did this, but Trainline is claiming not to have received them. I still don't have a refund. I genuinely believe this company is trying to profit by refusing to issue refunds for canceled trains, and denying any and all accountability. They are exploiting the terrible UK train service to turn an enormous profit. Utterly disgusting. A really horrible and unethical practice.”

Helpful Report

Posted 2 years ago

“I purchased a very expensive return ticket to London, but the tickets never arrived. I phoned up numerous times to try and resolve the issue before the date of travel, but was constantly fobbed off and told a ‘supervisor’ would contact me. This happened numerous times and I never received a call. In the end the day of my intended travel passed without the situation being resolved. I’ve since contacted Trainline on more than five occasions, only to be told the same thing—they are very busy and a supervisor will contact me. No offer of a refund, no explanation, no apology. I can’t get my head around just how abysmal the service has been—it’s the kind of treatment you’d expect from a scam artist, not a supposedly reputable company. And that’s ultimately how I feel—like I’ve been scammed.”

Helpful Report

Posted 2 years ago

“Terrible customer service, expects 16 year olds to pay adult fare without a railcard and then makes it the most difficult task on earth to obtain one. I purchased a railcard and it just wont connect to app, the website help section is terrible and just states what should be happening and not how to fix the problem, when I try and email the support team it tells my my purchase ID is wrong. Terrible company, terrible service, NEVER USE IT PLEASE”

Helpful Report

Posted 2 years ago

“The procedure for buying tickets etc boarding and seating arrangements were excellent. The staff were on the whole very helpful. However when it came to the restaurant car I decided to purchase two hot bacon rolls assuming they would taste similar to one’s I’d tasted whilst on holiday in Britain. The rolls cost 7 pounds 20 twenty pence. Without any shadow of a doubt they were the worst bacon rolls I’d ever tasted, the bacon barely cooked and the roll microwaved heated, hot and very doughy. I have no idea what your other foods taste like and won’t be finding out as the very small part of the roll I and my partner had eaten made us feel ill. Please someone look into this very minor problem as I’m sure many people would feel the same but unfortunately fail to notify your company of an easily rectifiable problem.”

Helpful Report

Posted 2 years ago

“Would rate 0 stars if I could. I accidentally bought 2 tickets for a week after I intended to use them and only found out on the train after the ticket office scanned one of the tickets. he explained that I needed to buy new tickets but could refund the original ones. I did this and Trainline have only refunded the ticket that wasn't scanned by the ticket officer. they are claiming that as the ticket was scanned it is shown as 'used' on their system and cannot be refunded. The online chats have been of no help and after 2 occasions of trying to convince them that a ticket that was scanned before we were informed it couldn't be used is not the same as a used ticket, I have been told they can offer me no help. I have requested escalation to a supervisor and also an email transcript of the conversations on both occasions and both times have been told this would happen within 24 hours of the chat closing. Both times I received no contact from a supervisor or an email transcript. they are completely useless! As a big corporation they clearly don't care about the individual customer. I will be doing everything I can to either book train tickets with another supplier or avoid traveling by rail if this is not possible and would advise other to be aware of the small print before booking as they essentially cover themselves so they can rip you off!”

Helpful Report

Posted 2 years ago

“Absolutely the worst place to buy a ticket unless your in a rush. Ask at the ticket office and investigate alternatives. I bought a couple of times tickets from West hamstead to working with national rail card for £29.?? It had a small commission by Trainline..seemed reasonable after a discount due to rail card. turns out if I bought the ticket at the station I get a day return for £19..No brainer!! So go to the station and ask for advise..mid you previous advise from the station master also only suggested £29! Moral in the story don't trust with the station masters or Trainline..BOTH are not on the customers side! Nationalise the trains I say!”

Helpful Report

Posted 2 years ago

“I bought the next available ticket to go to Cambridge from London (I came from France so this was a long trip) and the tickets were pretty much invalid, i had to bother 3 staff + pay another ticket + was late for my original appointment…”

Helpful Report

Posted 2 years ago

“DO NOT USE! Use the national(s) provider(s) instead. I got 700 euros taken from this app, because of transaction that THEY CANCELLED and my holiday money was just gone. Note: If you have any pb YOU CAN NOT CALL THEM. By using this service you are playing at the Russian Roulette....and it was always good for me until that day happened....... Bayern -Paris cost me so far 1000 euros because they charge you on unsuccessful booking and then you have to wait and wait for your refund...👎”

Helpful Report

Posted 2 years ago

“Booked on Trainline When Avanti removed our train from timetable Trainline said we could rebook on a later train or cancel for a refund. They made no effort to put us on a slightly earlier train which we did by cancelling Trainline and booking direct at same cost. They didn't refund the booking fee of £1.99 even though they didn't supply the service. It's the principle so it's the last time they get my business for non existent service and inappropriate charging.”

Helpful Report

Posted 2 years ago

“Terrible service, the Trainline app is a scam. Customer service representative are not helpful when mistakes are made through them. Tickets booked through Train app are non refundable even when they make a mistake. Very annoyed with the outcome of what happened.”

Helpful Report

Posted 2 years ago

“Booked tickets for 10 people to travel from Stafford to Cardiff. Received the confirmation saying there was a connection via Bristol Parkway, but then received the electronic tickets saying the connection was via Birmingham New St. Response to Email request for assistance was just a statement of the ticket terms. Spent 40 mins on the phone to be simply told not to worry I would be able to travel with no problems. It would not matter which way I went. Unfortunately an Indian Call center has never traveled to a Rugby International and try and persuade Train staff it is ok to travel because they said we could. It also means I can't book seats either. My only choice is to cancel and book again, and bear the loss of the booking fees.”

Helpful Report

Posted 2 years ago

“Rubbish.., Rubbish ..Rubbish company..I back from holiday early morning.with 3 children ..2 of them are disabled...the same day train was cancelled at 6am..I couldn't believe..give me so much stress..also still waiting for tickets refund..that was at 5th of August..not recommend company at all!!!”

Helpful Report

Posted 2 years ago

“Booked 3 x 1st class tickets on the 18th July 2022, journey cancelled minutes after I booked, I rang and I was told a full refund would be given back within 5 days, several phone calls later to people who can barely speak English and I still have not received my refund, absolutely disgusting service don’t use this operation”

Helpful Report

Posted 2 years ago

“I booked a ticket from London to tunbridge wells, the train was cancelled due to a fire at London Bridge and no future trains that day seem to be running. I got an email saying I would get a refund. However they were taking £10.00 administration fee. This is outrageous, this wasn’t my fault, service was really slow from Trainline Feel totally ripped off. Will never use them again”

Helpful Report

Posted 2 years ago

“One of the worst customer service experiences I have ever encountered. Mistakenly ordered online two sets of tickets instead of one. Instantly realised my error, but there was no way of unpicking it. Six weeks and countless emails later, and having been asked to email my tickets to an office in Edinburgh, I still have no refund. And on top of it all I have to pay a refund charge!”

Helpful Report

Posted 2 years ago

“This company has stolen my money. App didn't work on the day, tried to get it fixed but trainline didn't know what had happened and I had to purchase new tickets to get where I was going. I complained about this after my journey and trainline has refused refunding after 7 months of discussing it with very unhelpful customer services.”

Helpful Report

Posted 2 years ago

“Never use this company, trains get cancelled which I understand is out of there control however this company keeps your money and no refund is given. Very poor customer service nobody ever wants to deal with the issue or feeds you false information”

Helpful Report

Posted 2 years ago

“Insurance promises Cancellation refund in case of an emergency - no refund given when I had to cancel.”

Helpful Report

Posted 2 years ago

“Found booking system very confusing .made mistake with return dates somehow tickets did not appear on app . Spoke to customersupport who organised refund promptly although found the whole experience very confusing !!”