Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 570 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 570 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

“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”

Helpful Report

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

“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.”

Helpful Report

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!”

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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 3 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 3 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 3 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)”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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 3 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”

Helpful Report

Posted 3 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 3 years ago

Trainline is rated 1.2 based on 570 reviews