Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 577 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 577 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

“Train line only trive making people go around the circle and enjoy controlling them like a sheep specially the one do not know anything about them. I bought a first class ticket to go from a to b. I checked I did not have to walk alot but they did not give me what I paid for. They said you have only one chang but after change they do not have a train for my destination and try to use undergrand and overgrand. Their staff enjoy watching you to go around. Their motivation is not just money. Their motivation is to control you like a sheep. Shameless companies.”

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Posted 3 years ago

“i had to cancel a ticket due to my friend testing positive for covid. I could not cancel online as I was not registered. I could not contact the company any way except using the line costing £3.60 PER MINUTE. Sadly I did this and, after £5 cancellation fees am about £18 out of pocket. Emailed the CEO and was ignored. How can these costs be justified other than by blatant profiteering.”

Helpful Report

Posted 3 years ago

“My train was cancelled due to hurricane. I asked for a refund, then I received a confirmation that my refund was granted and that I would receive it within 5 working days. It's been over a month and I still haven't received any money. I don't recommend.”

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Posted 3 years ago

“Scam - was sent a direct link to refund ticket after train was cancelled and then account shows refund refused because train has departed ( it never ran ) ? Obviously they are falsifying information to hold on to the payment. Oh well I've exhausted their process, time to report an unauthorised transaction on my CC.”

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Posted 3 years ago

“BAD EXPERIENCE- The Trainline do not refund tickets despite sending confirmation emails confirming they will. We had to cancel tickets to Liverpool due to an unexpected death in the family and despite sending back the paper tickets and two covering letters we are still waiting. Over £200 wasted! We will be buying direct in future.”

Helpful Report

Posted 3 years ago

“Do not trust this company. I booked a train ticket from Mayrhofen to Wien and, 1 day prior my departure, when I tried to generate my tickets, there was an error. After contacting customer support, they told me I cannot generate the tickets because my booking has been cancelled. They did not further explained to me the reasons, I did not receive any email for a cancellation, the only email I have from them is the confirmation email. After I wanted an explanation and refund, they stopped answering me. I bought new tickets from the official Austrian railways webpage since I had less than 12 hours before my train when I found the issue with my Trainline tickets. I will continue searching for a legal way of getting my not so much money back. This platform is a total scam.”

Helpful Report

Posted 3 years ago

“I am very upset with the service on this app. I selected an open return ticket specifically with a return date three days after the outbound date. On my return journey I was informed there are 2 types of open return of which the app only automatically selected the open return type for the same day which is not clear in either the app or email. due to an issue with the functionality and experience of the app selected this on my behalf, I am out of pocket, even when I had selected a date a few days after the outbound date. I will switch to another train ticket provider. Katie”

Helpful Report

Posted 3 years ago

“NEVER use this company. Go to the train operator direct, where you'll get a better customer experience, more control over your booking and a better price. I had issues with my booking that wasted 2 hours today with 3 different representatives, none of whom were properly trained or could understand the issues. I've since seen I could have saved 25% simply by going to the train operator (LNER) direct. Trainline, you are a disgrace and a complete rip-off. I booked with trainline in the past 24 hours, and found service disruptions being reported on the train operators site that trainline didn't advise me of at the time of my booking. Had I know about this I wouldn't have made alternative arrangements and travelled by car. Despite mis-selling the tickets they refuse to offer a refund. Now I just have to hope we get there at the expected time on the tickets we've purchased. Trainline's customer services all appear to be reading off scripts from an offshore call centre with 100s of people screaming in the background. They have no clue how to provide customer services. Looking at the reviews here would appear to confirm that. Next time I will give LNER my money direct. I spoke with their customer services and whilst their hands were tied over the (lack of) performance from trainline, who are just a reseller, LNER customer services could not have been helpful. I am looking forward to the day trainline goes bust as they add ZERO value as a middleman in the marketplace.”

Trainline 1 star review on 15th March 2022

Helpful Report

Posted 3 years ago

“I have ticket and I couldn’t make my journey, I have called the costumer service the were so unhelpful and the didn’t refund my ticket so I just lost £40 and at the end of the conversation he said let me talk to my manager and the end the call, they are so useless, guys do you need to book your ticket through them!”

Helpful Report

Posted 3 years ago

“Day before an intended journey, no admin fee to change ticket, Day of journey, ticket change suddenly costs £10 in "admin fees". This company is money-grubbing, benefiting from a monopoly on travel in the UK. Pricks.”

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Posted 3 years ago

“I ordered an over 60 railcard and made a mess of it out in wrong email address and ordered wrong one. I got onto messenger Trainline. Jamie sorted it out for me with ease. So I just wanted to say fantastic customer service and a big thank you to Jamie and Keith who helped with small problem today Andrea”

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Posted 3 years ago

“Perhaps the most patronising and uncaring customer service ever! If you use Trainline then just pray nothing goes wrong because you aren’t going to get anywhere with this lot”

Helpful Report

Posted 3 years ago

“Booked incorrectly. Collected tickets at station kiosk. Inadmissible to platform and no way to correct booking locally once issued. Telephone assistance is overseas and deliberately makes mistakes in recording details, then hangs up. Tickets can be booked by Internet but refund process is a scam designed to deny refund.”

Helpful Report

Posted 3 years ago

“If zero stars were an option I would be giving this. I cannot begin to describe how disgusted I am with Trainline's customer service. I was due a refund for two tickets and was told to post them back to Trainline, which I did. Upon only receiving a refund for one of the tickets I got in touch to ask why the other refund hadn't come through. I was told that "only one ticket has been posted back", which is absolutely untrue. I have asked to speak to a manager multiple times, only to be told that there is nothing they can do as "only one ticket has been posted back". I am absolutely furious that Trainline have repeatedly insinuated that I am a liar, when in fact the ticket has been lost at their end. I have asked to make a formal complaint, and my emails have been ignored. I would 100% NOT recommend Trainline.”

Helpful Report

Posted 3 years ago

“I bought a train e-ticket but unfortunately they didn't accept it on the tube in London, as there wasn't a machine for e-tickets. And the trainline didn't take the responsibility to refund me . Rubbish company.”

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Posted 3 years ago

“Awful company.”

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Posted 3 years ago

“The customer service and acceptance of errors made on their part is terrible. I purchased a ticket from Wiltshire to London providing the exact times and trains I wished to use. Trainline provided me with super off peak tickets even though both my journeys were peak travel. I then had to re-purchase another partial return ticket to allow for travel and split save. When I drew their attention to this and asked for a refund on the second ticket they employed delay tactics in asking me the same questions several different ways every 24 hours for over a week. They then blamed me for THEIR error and asked for physical proof of the replacement ticket purchased even though they could see it in my account and they are aware that the destination station barrier retains the ticket on arrival.”

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Posted 3 years ago

“Selman (sorry if that's not how you spell your name!!) was SO helpful this evening when I found I had mistakenly ordered two sets of tickets, for one journey, using two email accounts (don't ask). Despite the stupidity of this falling very much on me, he added the tickets to just one account, deactivated the other and refunded me, while being so kind and helpful throughout. Guess it just depends who you call up and speak to?”

Helpful Report

Posted 3 years ago

“Book direct with the train provide. This company is acting as a third party. If you book direct with the provider you are always insured. This company makes its money charging you a £1.50 booking fee when there is no need to pay that booking direct with the train company you are going with. Don’t feed their pockets when they just book through the train company direct on your behalf!!!!”

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Posted 3 years ago

“Purchased tickets for travel from Alton to London including zones 1&2 for the underground. There is no barrier at Alton station so we entered the train. On arriving at Waterloo our tickets did not work at the barrier and we had to wait for a member of staff to prove we had the correct ones via my email confirmation! The tickets were then ‘not valid’ for the underground so to save further embarrassment we used out debit cards for the underground. On our return journey our tickets were accepted on the underground however not at Waterloo - meaning we missed out train home as we had again to ‘prove’ we had valid tickets even though the date of travel was clearly printed on them. There is no contact number for Trainline!!”

Helpful Report

Posted 3 years ago

Trainline is rated 1.2 based on 577 reviews