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

“The prices are absolutely ridiculous, £5.20 for a 15 minute journey? Will not be using this service again”

Trainline 1 star review on 27th September 2021

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Posted 3 years ago

“So near to tears I can scarcely write review. I tried changing tickets and it is nightmare to deal with as you don’t get preview option on what you might have done and seem not to be able to change part only. Rubbish service”

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Posted 3 years ago

“Got to echo what others have said. Spent 40 minutes on the phone asking why trainline were not abiding by their own written policy. Finally promised a part refund. Money never repaid. Best avoided.”

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Posted 3 years ago

“Don’t ever book with this company, I can’t even begin to describe their incompetence. It has cost me tremendous amounts of time, nerves, and money. If I could give zero stars I would.”

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Posted 3 years ago

“It’s true what others are saying on here, based in India, unhelpful and basically robbed my money! I had an issue with a ticket and they wouldn’t refund me because I scanned it on the barrier but the barrier didn’t open so I had to purchase another ticket. Why would I want 2 tickets going to the same destination purchased within minutes of each other. Would never buy from them again.”

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Posted 3 years ago

“Bought insurance for my tickets. Partner tested positive for Covid, so we had to cancel the trip and made a claim. They said that Covid is not a valid reason to be given a refund. What?!?! What was i supposed to do? Travel like that? I sent them all the required information, but without luck. It's unacceptable.... I will never buy with Trainline or they Insurance as they're useless...”

Trainline 1 star review on 14th September 2021

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Posted 3 years ago

“I have had a bad experience with Trainline. I purchased an e-ticket and haven't received an email nor is there anything in my bookings area. They are hopeless to contact and after much time on the phone, my issue is still not resolved. In essence, they took my money but have not supplied my train ticket. Today, I spoke with 2 different agents on a Premium call line, both promised to call me back but didn't. Still no ticket and seriously out of pocket!”

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Posted 3 years ago

“A scam! DO NOT buy from them. This is a third party retailer based in India and they will steal your money. Buy directly from rail road website - it will be refundable or exchangeable.”

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Posted 3 years ago

“Purchased a return ticket for a family trip. Trainline sent me a single ticket. Had to pay for a return journey. Contacted TL via phone on the day the tickets arrived. Absolutely no response at all. Also contacted Tl via email. No outcome here either. what painful in all this was that I paid extra for an open return. Poor service.”

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Posted 3 years ago

“Absolutely appalling customer services. On a weekend the only support is by chat. Kept getting cut off. Don't bother. A waste of time.”

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Posted 3 years ago

“Trainline hasn't processed my ticket refund from last 6 weeks even after following all guidelines, policies and after taking travel insurance coverage. We have returned them all original tickets and they don't even bother to process ticket refund in-spite of regular follow-ups. Don't trust them”

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Posted 3 years ago

“Had over an hrs delay stuck in middle of train line. Emailed train line twice. No reply. It is cheaper to book with the actual train co as trainline add a fee to train tickets. Would not advise booking with this company”

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Posted 3 years ago

“Would not give me a refund on tickets booked on the wrong date, even in advance of the departure.”

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Posted 3 years ago

“Booked first class tickets for a special trip but l needed to amend tickets. Had to amend online and half way through without asking for confirmation l suddenly had new tickets for standard class. After several attempts got through to customer service and l was told to purchase new tickets and get refund less administrative costs of £20. When my statement arrived l had only received a partial refund. Apparently because the app downgraded my tickets from first class to standard l am not entitled to full refund. Over £100 out of pocket so far and still trying to get refund. Trying to get hold of customer services has been dreadful. Never again. I would not recommend to anyone.”

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Posted 3 years ago

“I booked a return ticket London Waterloo to Ryde harbour and was sent an email of departure times. On my return the ferry time is 11.47 to connect my Waterloo train 11.47 ferry does not Exist, next ferry 12.45 When I called company they were not helpful at all and simply wanted to take no responsibility for booking me on a non existent ferry. On talking to lovely staff at Ryde harbour I was told this frequently happens So beware when booking with this company people”

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Posted 3 years ago

“Bought an open return for tomorrow but unable to change it, unable to refund it through the app even though I'm eligible. App just says there has been am error, use the website. I use the website, still an error, so contact customer services. Phone lines closed, live chat closed and a 4 day response time over email.... £40 down the drain and I haven't travelled and still have 20+ hours till I'm due to. Theives.”

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Posted 3 years ago

“Dreadful customer service . I had to resort to Twitter to get any response about my refund. I would never recommend them .”

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Posted 3 years ago

“Turned up at station to collect tickets purchased in advance but I forgot I had changed my debit card so automated service would not allow me to pick up tickets . Called trainline but no help on the phone as it was a sunday and office was closed ! Come Monday morning I called up at 08.03 to find I was 83 in the queue !! 48.59 mins later the call was answered . Just shocking !”

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Posted 3 years ago

“Impossible to change date and time for a return ticket in the app. Customer service takes forever to answer.”

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Posted 3 years ago

“I rarely say I'll never use a service again, but if Trainline's my last option home - I'll ditch my luggage and start walking. After being sold a ticket for a train that wasn't on the timetable, I show up to the station a week later ready for my train. Low and behold, it's not there - it's not on the timetable and it's not marked cancelled. I spend 2.5 hours in the rain waiting for a customer service rep on their online chat (they don't take calls on Sundays, of course!). Eventually, I reach someone who I'd happily identify as one of the unfriendliest strangers I've ever had the displeasure of talking to. I'm told that it's the train providers responsibility to tell them, who tell me, so it must be their fault or I missed an email (I missed no email). I'm incredibly late, soaking wet, down ££ from getting to the station with no train, and down more ££ for having to find my way home (+120 miles) on a Sunday with no services, I'm offered a refund. It gets better, I'm offered a refund minus the booking fee which Trainline feels it should need to return as it 'provided it's service' and it's 'not their fault'. Another 1.5 hour wait on the following Tuesday and I'm finally on the phone. I wasn't sent a transcript of the live chat to take the matter further, I wasn't provided an apology in writing, I didn't receive a call from the escalation team (beginning to think they don't have one) and my refund is taking longer than the 'maximum' 5 working days. Please, god, go book your train tickets elsewhere, it's not even cheaper through this joke of a 'service. Transaction ID: 501575715318, if you want to validate this 🙂”

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Posted 3 years ago

Trainline is rated 1.2 based on 577 reviews