Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 568 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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Metrics

1.2

Based on 568 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

“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 are the biggest joke. Refunds are a scam. Dishonest and unscrupulous service provider. I am no longer a customer. DO NOT USE THIS SERVICE!”

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Posted 1 year ago

“If there was less than a star review I would give them a minus star. No refunds for cancelled trains, train routes not taken nothing .!! Avoid at all cost book directly with the train provider. Worst service ever”

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Posted 1 year ago

“Customer service seems to be totally illiterate and unable to comprehend any of the basic issue I have. Weeks of Faysal from their team being unable to assist, because he's not able to understand what I am asking.”

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Posted 1 year ago

“Missed first train due to cancellation, which created domino effect for next two connecting trains. No way to get a hold of Trainline, and they did not fix it. Cost us double the price of original tickets since we had to buy new ones last minute, including another night of hotel and another days wage.”

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Posted 1 year ago

“Trains on strike and your company refused to give me a refund just robbing people”

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Posted 1 year ago

“TRAINLINE DOESNT REFUND PROPERLY,DONT BOOK WITH THEM, THEY CHARGE 80 % OF YOUR TICKET, THAT IS INSANE I booked a train from Toulouse to Bordeaux for 2 ways and same day, unfortunately, I couldn't go because once I book I could see => Mouvement social du 6 au 8 décembre 2022. I asked for a refund online in less than 8 hours, and they charge me 30 euros from 44 euros my total amount and they refund me only 14 euros. Thank you but from now you lost a regular Client, Well done you're earning in your loose Montant total : 44,00 € Refund charge for Trainlaine: 30 euros The refund total for the customer: is 14 euros That are a SHAME. Date of experience: 08/ 12, 2022”

Trainline 1 star review on 11th December 2022

Helpful Report

Posted 2 years ago

“5 months battling to get refund. Their systems do not work and their custom ethos is rotten to the core. They are not even members of the Rail Ombudsman so you have no recourse if they rip you offer. If you buy direct from the train operators you have far more protection”

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Posted 2 years ago

“Disgraceful, unable to travel due to Covid in the family December 2021, 12 tickets £620. Emailed, emailed and emailed and fobbed off with it’s up to the Swiss Railway company, then you must wait for 3 weeks for a decision. If you book through company it’s THEIR responsibility to process a refund or a credit, not shift the blame. Watch out people before you pay for your tickets!”

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Posted 2 years ago

“Awful service all they care about is money 💰 pre booked tickets paid over £55 and could hardly step foot on the train was sold wrong ticket first time round and charged £11 to cancel that”

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Posted 2 years ago

“Got in touch with Trainline re the awful journey home from Bath Spa requesting a refund. Full refund within 5 days of requesting same. First class service and very easy instructions.”

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Posted 2 years ago

“They gave me a day return instead of open return and would not engage with simply amending the date and time of the tickets which was exactly the same price meaning I had to buy a new ticket. You cannot contact them easily at all and when you do they are unhelpful. I've deleted my Trainline account.”

Helpful Report

Posted 2 years ago

“If you like complicated then book with trainline. The whole service is corrupt. Customers are expected to cover the cost of rescheduling tickets, even when they have booked insurance. There are so many loopholes they are clearly exploiting to sell you insurance. I booked a ticket with trainline and bought travel insurance. The train got cancelled and I was told I could travel on the next available train. This would not have got me to my destination in time, so I would have to book an earlier service. The earlier service cost an additional amount which trainline refused to pay because it was "out of their control and I would have to go through their insurance provider". When I went through the insurance provider, they refused to pay the claim because the cancellation did not leave me stranded because the ticket was not for a couple of days. I went back to trainline with this and their response was that I would have to contact the train company who cancelled (i.e Avanti west coast). Guess what, they wouldn't refund me because I booked through trainline and not them. Avoid this service and their terrible customer facing team like the plague”

Helpful Report

Posted 2 years ago

“i paid £50 for a ticket to my family home from London Liverpool st. I got mugged on the way and my very old phone was thrown on the floor and didn’t work. I did not end up using my Trainline ticket because my phone didn’t work. Even though I didn’t use the ticket, I cannot get a refund???? I am a 20 year old working class student who barely gets to see her parents. The customer service were so rude and obviously aren’t payed enough. I’d love a refund, it isn’t money I have to spare, I need it to pay for my flat let alone food. Disgusting company”

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Posted 2 years ago

“Avoid this company. They hide behind their “policy” and won’t ever issue a refund even when they can’t resolve an issue fast enough and you have to book a ticket with another company. Customer service is terrible.”

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Posted 2 years ago

“Don’t book first class to London as there are no first class coaches or seats”

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Posted 2 years ago

“Refund. As anyone had trouble getting a refund back from train line because of a train strike been waiting now about 4 weeks & keep getting fobed off saying it will be in my account in 5 working days as they now the tickets could not be used as their was no trains running as there was a train strike”

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Posted 2 years ago

“They withold your money and tell you its been refunded. Been chasing a refund for almost 2 months now with no sign of this payment being returned. But apparently I am the lier as according to them the money is in my account. Your system is a joke, your processes are a joke! I paid via my credit card and if my statements prove no money was returned then where the hell is my money!”

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Posted 2 years ago

Trainline is rated 1.2 based on 568 reviews