Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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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 was cancelled, I followed Trainline's instructions to request a refund on their website. Their website declined the request for refund. I then tried to find out how I could get hold of a Trainline operator, but ended up in an endless loop on their website. At long last I found a telephone number. The operator was polite and helpful and hopefully I will receive my refund in the coming days. The point is, the refund process should be as easy as the booking of a ticket, but it isn't. It took me much time and aggravation, just because Trainline has set this up in a customer unfriendly manner. Rail service providers need to start to learn that they are in the time-saving business. My commute by car is no longer (and a lot cheaper) than the journey by train. The sole reason why I use the train is to be able to work during the journey. The appalling performance of the train operators in combination with the customer unfriendly process of Trainline is causing so much time wasted, that I am better off doing without the train altogether. Please improve your act, or liquidate the sorry lot.”

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Posted 2 years ago

“My 26-30 railcard disappeared from the app on my phone after having to re-download the app due to low memory space. I rang trainline about this as I have a journey booked for tomorrow (Thursday) and return on Sunday. My tickets were booked with the railcard discount as before, I had a railcard. I was given some money off my tickets after mentioning several times it was not my fault that my railcard had disappeared from the app, was told trainline could not help me with this, and they told me they would give me money back from my tickets only if I booked new tickets at full price without the railcard - as I couldn't use it because I didn't have it to hand. I did this whilst the woman was on the phone, told her when I'd booked my tickets and realised that I had been robbed out of £97 for my new tickets and lost out on £30 because of my railcard disappearing from the app! Absolutely rubbish! I feel robbed! Before, my tickets added up to £63 altogether and I have not even been offered the full refund for those. Additionally, I thought to buy a new railcard whilst the woman was on the phone and this wouldn't load on the website on my phone or on the laptop, so I could not access this if I had wanted to. I think the system has been updated, hence why my railcard has been wiped from the app, absolutely terrible, I am feeling very angry and let down by this company and have a hospital appointment which was partly why I was making this journey and this has added more stress. Trainline only care about grabbing money from people and don't give proper customer care out. Additionally, I was on the phone 1 hour and 6 minutes, which is also money coming out of pocket.”

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Posted 2 years ago

“If anything goes wrong they are useless. You will not get any refund from them. To speak to a person is minimum £6. They tell you to get an eticket, if you do you can't then change the journey. Utterly hopeless in all ways. Their system let me change my ticket for £73.50, that's great, what does the ticket cost otherwise? £73.50. Go direct to the train company!!”

Helpful Report

Posted 2 years ago

“The website is not working and we need to change our booking. There is no complaints department and the "contact us" failed to help, by just sending us an email back saying, "login and change it on the website". THE WEBSITE ISN'TWORKING!! Absolutely ridiculous!”

Helpful Report

Posted 2 years ago

“I was sent repeated emails urging me to buy a rail card for a rebate, which I eventually did then never received the rebate. The customer service team makes it seem that they haven’t understood or properly read your complaint or copies and pastes an irrelevant response. I had 8 exchanges with four different personnel, including ‘the manager’. Reading other reviews here I now think they are operating a scam. Avoid at all costs.”

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Posted 2 years ago

“Appalling company paid for insurance got no email with insurance then given run around by inept customer service... I will be using https://redspottedhanky.com from now on....”

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Posted 2 years ago

“I bought a ticket .Trainline did say on the phone they will refund it. They didn’t refund it. I checked in my account, it said that ticket non refundable. Poor customer service on the phone for 30 mins. It is a waste of time to communicate with trainline.”

Helpful Report

Posted 2 years ago

“Absolutely terrible customer service awaiting a refund which they said I was due because of incorrect information from their staff re my ticket purchase. Have phoned 7 times kept on hold while they “ investigate “ for twenty minutes each time promised immediate call back from manager each time - no calls . This has been going on 6 weeks now!”

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Posted 2 years ago

“Bought a ticket through the train line App and recieved a confirmation email with no tickets attached. Tickets were not accessible in the app either so I was unable to travel. After speaking to customer service on the phone I was told I could get a refund of 45p for a ticket that cost 10.80! I disputed this and they told me there was a £10 refund fee despite it being an error on their part. Eventually they agreed to refund the ticket after much dispute and still kept the booking fee.”

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Posted 2 years ago

“Despicable fraudulent legally scammers. This has to be up there with the current government in terms of being able to get away with scamming the public, without ANY legal recourse. I hope they go broke.”

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Posted 2 years ago

“Accidentally put in wrong railcard phoned 14hrs later to change, couldn't change had to cancel, only refunded if I booked new tickets which were £17 more than original.(also £8 more dearer than if I had booked on the lner website, won't be booking again on trainline)”

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Posted 2 years ago

“Unethical business practices. There are better companies to support. An unauthorized purchase was made using our card and we contacted them the same day regarding it but they refused to give us a refund. Our bank was able to help us out, but now Trainline is petitioning our bank to collect the money on tickets that were not used FROM AN UNAUTHORIZED TRANSACTION. What the heck! Trainline clearly needs more regulation. We will no longer be supporting them.”

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Posted 2 years ago

“For people who wanted CEO name it is on their page Jody Ford! I had the worst experience with them and I am trying to make everyone aware of the situation and avoid them at all cost.”

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Posted 2 years ago

“Will not return the ticket price. Exchange will cost the similar price, even though on the train station tickets were available for the similar price, Trainline will ask for double price. Will never use again. Not recommended”

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Posted 2 years ago

“Basically, great if you know for sure you are going to travel. However after dealing with them you will find they will start offing you deals, so you think, when you realise those deals are unobtainable once you have paid. You further realise you are then dealing with a French company not UK, which further exemplifies their lack of customer service and care. I will now offer you an example: I was offered a deal from a salesman direct from Trainline, for a Rail Card for Network Rail. On that deal I was offered £15 discount on the next deal. That was the offer, however after you hastily make the £30 payment for the Rail Card that was recommended as to where you normally travel, you realise you may only use it here and there. Hence maybe the £30 Discount card would have been a benefit. However the real deal on top of that inspiring your purchase as was stipulated by the salesman, was the £15 discount. So you pay the Rail card, only to read the small print; Has to be redeemed by the end of the month, which was within 8 days of purchasing the discount card. Well I had already planned buying a few railcards, however this didn't make the grade either, in order to qualify for the voucher, you had to make one purchase of around £50, which by the end of the month I wasn't about to make. Here comes the biggest ripoff from Trainline; In order to contact one fo their agents by phone they operate the most expensive premium rate number I had heard from a company, £3.50 call charge plus additional charges from your own provider. If you want to communicate with them via email, well you can't, there is no method to do this. Their website is designed to stop you in your tracks or confuse you in a way that will cause you to give up. The other other issue was recently, purchasing a ticket to Derby form Coulsdon South for myself and my son for Xmas Eve. As there may have been an issue I paid an additional £2.50 Insurance in case I had to cancel. Well, this last weekend I tested positive for Covid, I have therefore isolated and of course I will not be able to travel. Under the policy terms I can therefore obtain a full refund, however if anyone can tell me how that would be a help. They show no advice on their site on how to utilise the insurance. I have give 2 stars as purchasing tickets through them is easy and to obtain them is easy from the ticket machines. Their App is pretty good, however as I said any problems, issues, they do NOT want you contacting them. Bad service I would say as a whole.”

Helpful Report

Posted 2 years ago

“Soulless capitalist company. Doesn’t care about anything except profit.”

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Posted 2 years ago

“Made a mistake on my booking so requested a refund. Charged £10 on a £20 booking... THIS HAS TO BE FRAUDULENT”

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Posted 2 years ago

“I wanted a refund on my ticket due to covid restrictions that recently came up and they won't allow it. They also won't allow me to exchange my ticket for a different date! I am livid. £124 down the drain.”

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Posted 2 years ago

“Absolutely appalling people, cheats and liars TRAINLINE are the WORST company I have ever dealt with - DO NOT BUY INSURANCE YOU WON’T GET YOUR MONEY BACK I HAVE BEEN WAITING MONTHS - absolute cretins”

Helpful Report

Posted 2 years ago

“I have been refunded numerous times for cancelled holidays, flights and airport parking due to Covid. I can’t attend an event in London due to Covid but Trainline won’t refund my tickets - or even offer a voucher or exchange! Won’t be using them again.”

Trainline 1 star review on 10th December 2021

Helpful Report

Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews