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

“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 2 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 2 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.”

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Posted 2 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 2 years ago

“Awful company.”

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Posted 2 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.”

Helpful Report

Posted 2 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 2 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 2 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 2 years ago

“This is the worst trail ticket provider in the world. Terrible system with no help and incompetent website. I will never use you again and i hope you continue this bad service so you go bust and get replaced with a more competent alternative supplier. You are so incompetent you all should be in jail !!!!!”

Helpful Report

Posted 2 years ago

“I was purchasing a return trip to Manchester and when I pressed on the confirmation to book, my card was charged but I didn’t receive any confirmation email. It appears that the booking failed on the app. I’ve been on the phone with them this entire week to get my money back and it’s a complete headache and nightmare.”

Helpful Report

Posted 2 years ago

“My name is Panagiotis Koutelis , I live in Leeds and I was supposed to take the train from Leeds to Manchester Airport so I can fly to Berlin ( 02:25 -03:59 , 15/2/2022 ). My train got cancelled just 2 hours before the departure from Leeds ,with NO NOTIFICATION whatsoever, and NO BUS REPLACEMENT. There was literally NO WAY that I could get to Manchester or Manchester airport on time. I had to pay £60 for Uber to take me from Leeds to Manchester where I had to sleep at an empty station for 2 hours. The least I expect is a refund/compensation for these £60 I spent on Uber , that was completely Trainline’s fault . I have my railcard and I travel very often! That’s not how Trainline should treat its customers. I could have easily lost my flight and my holidays would have been ruined ! I will absolutely try to find another means of transportation from now on , that I can trust ! Thank you for reading my review”

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Posted 2 years ago

“Trainline insurance ,scam not worth a carrot”

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Posted 2 years ago

“Took out insurance. Had a bereavement. Sent documents to prove. They told me that they would pay me with in 5-7 days. It’s been 3 months and no refund. I have called the Trainline. They told me refunds through a third party because of the insurance. I have been given a number that don’t work and an email no one replies to. Worst company ever. I WILL NEVER use them again . Move over Tinder swindler. The new Netflix program should be on the Trainline SCAMMMERS!”

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Posted 2 years ago

“Accidentally cancelled my ticket and was charged half the fare on admin fees - absolute fraudsters!”

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Posted 2 years ago

“Genuinely been scammed… I booked train tickets with Trainline from Peterborough - London Kings Cross only to receive an email from Trainline informing me that the train that I was originally booked on was no longer stopping at Peterborough and that I could either catch a later train or I was entitled to a refund which I requested as a later train would have been no good for me. I requested the refund via email and forwarded the email that the Trainline had originally sent me stating that the service that I was booked on would not be available. I’m then told by Trainline that they have checked the service and that as far as they are concerned there is no issue and has not been any issue with the train that I was originally booked on. After speaking with them on the phone and via email Trainline customer services kept telling me that I needed to keep an eye on the train status pages to check that the service is still running even though they had emailed me stating that it wasn’t. I did ask if it may be worth making my way down to Peterborough and standing on the platform with my fingers crossed in anticipation that Trainline had perhaps got it wrong and that the service would stop as it was supposed to or maybe it would go sailing past me at 125MPH… but then if it had they would no doubt have told me that it was my fault I missed my train and that guess what…? Your not entitled to a refund! I cannot see how in this day and age with all of the online review pages and social media that people have access to that for the price of a rail ticket they would not just refund your money to save face and have the Trainline name bad mouthed all over the internet like this. Remember that they emailed me informing me of an issue that they later said wasn’t even there as the trains were running normally…? After speaking with customer services on the phone and via email and explaining that they had sold a ticket that they themselves could not honour I asked for the issue to be escalated further up the line (not stopping at Peterborough obviously) to be told that a manager would contact me within 24-72 hours. This time has now been and gone, much like the LNER service that I was supposed to be catching, and strangely no one has called or emailed a response. Seriously, think twice prior to booking with Trainline as when they have your money your not getting it back even if they email you stating that there is no train service.”

Helpful Report

Posted 2 years ago

“Awful experience which means I won’t be using them again. I arrived 20 mins ahead of my booked advance train to find out that my train doesn’t exist. Asked at the desk to find out that there was a timetable change which Trainline never bothered to tell me about. When I reached out to customer support they just replied that they’re just resellers.”

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Posted 2 years ago

“Absolute con, refused refund point blank despite fact I never got intended journey”

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Posted 2 years ago

“Do not use this is a legal scam. As many others here have said this is a truly disgraceful company. Get rich quick con men. My ticket cost £104 return, a ticket that could used for up to a month for the return after purchase. I tried and tried to change the time on the website, its easy if you have the app they say. Went the station the day before the return to ask if my ticket was valid for another time on the Saturday to which they said yes Turn up on the Saturday to find my ticket had be void (by trainline) on the app. Had to pay another £94 pounds. Yes it would have be cheaper for me to buy direct from BR”

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Posted 2 years ago

“I would give this a 0star review but it doesn't allow that... Its the worst app, it has the worst costumer service's. The app is full of false information, it states that you can print tickets off at any UK train station (lies). I received an email the day of my journey stating that the start station of my journey didn't have a working ticket machine and I could print my tickets off at any other UK train station. I then went to my second station and was given a fixed penalty notice because I was on a train without a ticket. This is understandable but the train line app didn't state I needed my ticket before the journey started. I was unable to then print my tickets so I had to purchase new tickets, pay a penalty notice and the original tickets were not refunded, all in all it cost me £60 for a £20 journey and the train line app are not interested in fixing this. It's an absolute joke and I will never use this app again....”

Helpful Report

Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews