Trainline reviews

Booked a coach ticket via the app. Clicked to process the payment but within the app the on screen payment processing wheel kept spinning before eventually timing out – delivering no confirmation of purchase notification within the app. …

Wanted to book train journey, realised I hadn’t updated my new email address to my online account (an account I’ve had and used for years), Could I do it without calling elusive customer services? No. No way to change email address once …

Their product is Dysfunctional. I have been trying to pay for a ticket with several credit cards and it just won’t let me pay! 2023 and companies like this still struggle with payment solutions. How do you expect your business to succeed if …

Booked a coach ticket via the app. Clicked to process the payment but within the app the on screen payment processing wheel kept spinning before eventually timing out – delivering no confirmation of purchase notification within the app. …

Wanted to book train journey, realised I hadn’t updated my new email address to my online account (an account I’ve had and used for years), Could I do it without calling elusive customer services? No. No way to change email address once …

Their product is Dysfunctional. I have been trying to pay for a ticket with several credit cards and it just won’t let me pay! 2023 and companies like this still struggle with payment solutions. How do you expect your business to succeed if …

Railcards
They will only accept Passport or a Driving License as I’d for a 16 year old. Birth Certificates or National insurance numbers aren’t good enough. …

It is cheaper to buy the tickets at the station than from this lot. Seems a bit pointless to me on this basis. Have never used before, and after discovering this today will most definitely not consider using again.

Just when you thought that train journeys couldn’t get any worse. Trainline got involved. …

I forgot to bring my weekly season ticket for a day and had to pay for travel both ways even with proof of purchase you can CLEARLY SEE I PURCHASED A WEEKLY SEASON TICKET VIA ONLINE APP AND I HAVE THE PURCHASING CARD AND ID. Why can I not just reprint the ticket?

Would give 0 stars if I could. Cancelled trains, no way to rebook, have to wait 6 days or something for a refund and no clear view of which trains are running to rebook them. Completely unhelpful and they make it as hard as possible to speak to them.

I requested a refund and was not issued a paper ticket but customer services insisted that I had collected it and refused to help me and also refused to let me speak to their management and then hung up the phone on me. This cost me over £100, very unhappy with their service.

Paid for ticket and agian while printing and scaning card again was charged 6 gbp, when asked they’ve said it’s Northern line business!

I bought a train ticket. From Hamburg to Berlin. For today, the train never came. And not everyone answers their phones for refunds. In my opinion, this company and its employees are scammers. Because they messed up all my plans. …

Absolutely disgusting service!!! Paid for two tickets to see my desperately ill mum. My son couldn’t travel as he tested positive for COVID-19. Asked for a refund no problems. Rang today to check on refund progress. Apparently they can’t …

It’s hard to understand why they would strike! It’s not like they even understand how to do the job properly! Japan has a function train system that works perfectly to the second. How can we claim that they work hard enough to deserve to …

I was traveling from Leeds to Kings cross and received a notification from the company that my train had been canceled. I paid 37£ to change my ticket to a later service even though it was not my fault the train was canceled. Later on I …

I don’t think it’s worth a star – I booked a ticket to Chartham which was cancelled due to rail problem. Per Trainline policy they should have refunded within 10 days but after three months nothing. I have been using trainline for years, and would recommend it to others, but this incident is extremely disappointing.

The app gave incorrect platform information (and the board at that platform wasn’t working). As a result, I missed my train. I emailed customer services with evidence of the wrong platform info on the app. There was no reply. I phoned up …

Booked a ticket online, turned up to the station to collect it and it would not print the ticket as it said the card I presented was the wrong bank card. It is the only bank card I have. Then had to buy a new ticket for my journey.

Booked two single tickets for a walking holiday, one with lner and one with Trainline, because the lner website had gone down! Had to cancel journey due to combination of illness and impact of train strikes. Lner ticket was refunded with …

The app is nice, but the customer service is horrifying.
As long as your train runs, there are no problems.
However, my train was cancelled, without an alternative being offered. …

Bought a 16-25 railcard but it doesn’t work for my journey. They refused to refund me and just said I should’ve checked the terms and conditions and didn’t care. I cannot afford my travel to uni so I was looking for alternative options and they said there’s nothing. Fuming and appalled.

The customer service is absolutely shocking. I was told to purchase a new ticket for £67.50 in order to have my old one refunded as I wasn’t able to travel that day. It’s been over a month now that I have not been refunded. I’ve called …

AVOID THIS PLATFORM 😡. WAITING MORE THAN 6 MONTHS TO GET REFUND BACK FROM CANCELLED TRAIN. WHICH THEY ALREADY RECEIVED FROM RAILWAY COMPANY. IT’S A SCAM. …

Never except any refund on tickets. They will find a reason, why you should not get a refund of the booked tickets, even when the train was canceled, and they will not refund you the ticket. I made an email and spoke to the support chat as …

Initially impressed with the service. However that fell apart on Friday.
Having used the app for about a month. I got to Derby station and booked a train return journey to Nottingham. However the app gave me an option for an eTicket …

I’m cross I have to even give one star to Trainline – basically they take your money and refuse to give it back even though they confirm by email that a refund is being processed – received confirmation on 1 March and I am still fighting …

Train cancelled. Didn’t travel. Applied for a refund. They demanded that I then pay to have the tickets mailed to them physically to verify them, despite having my TCR number, as well as all of the travel details. Terrible customer service.

Trainline twister’s
Trainline ripped me off for a large sum of cash because I needed to bring my departure time forward by two hours ! …

Will never use trainline again after having to chase multiple times for my refund after the train was cancelled and I needed to find alternative travel quickly the same day at my own expense (no issue with this is understand the …

Refused a full refund when train/plans were cancelled due to strikes. Having to drive instead. Still need to pay an admin fee since its somehow my fault(?) – hardly seems fair.

It seems there are multiple people with the same problem about not getting a refund.
Same happened to me but for everyone who hasn’t done that, go to the small …

Booked easily. no problems really enjoyed the Trans Pennine Express

Don’t use this company. They take your money without having a ticket for you. Now I have waited 3 weeks for a return of my money. You are just funding them if you try to book a ticket through them. It looks like they have a ticket but.

Robbed!! Booked First Class return fare to Glasgow from London then went on to change return time. Paid £20 for admin (fair enough) but then got issued with new tickets for both outward and return journey at standard class. Tried contacting …

Straight up thievery. Worst experience with customer services. Could not travel due to lockdown and was assured I can rebook my ticket within a 6 month period. The website doesnt work and customer services cannot book it either, they will …

Horrendous and rude customer service and straight up thievery. Re-booking of tickets for train trips in November that couldn’t be taken due to government restrictions is not possible, even though have it in writing from their customer …

I spoke with Janhavi who gave me one of the best customer service experiences of my life. She was more than happy to go above and beyond to fulfill my request. (She even decided to speak with multiple managers just to help me). I can’t recommend her enough!

Booked 2 return tickets from nottingham to cambridge for the 8th july 2021. I have an appointment at the transplant clinic, as i had a double transplant last year. …

I’m a pensioner and this company quite happily took my money for a first class service that doesn’t exist. I went today to retrieve tickets and saw that I had no seat booked and that the train had no snack bar etc on board. I then called …

Trainline has been the worst company to deal with. Have been waiting since 15th October for a refund. Have written about 15 emails and phoned about 5 times. Promises promises and still no sign of refund. My husband and I are elderly and it is very stressful.

Shocking refund policy.
Booked on the app and then had to cancel tickets within 15 minutes.
BRITISH RAIL and Great Northern (the train company for the journey) don’t make …

If I can give no star I would I brought a monthly seasonal ticket from ABBEY WOOD to SUTTON I didn’t know that I didn’t know that not valid via London terminals meaning buses ONLY! I thought it meant something like towards Or near London …

Do not use trainline! It may seem an easy option but it’s actually cheaper to go direct with the train company you need and also they make it impossible to get refunds and send you round the houses. Would have been quicker to go get a job at McDonalds and earn my money back!

Avoid avoid avoid. I travel all over the world. I’ve had tickets cancelled and changed before but I have never experienced such a lack of customer service than I have from Trainline. They cancelled both my trains a week before departure due …

I thought I’d catch an early train from Nottingham on Trainline app. Arrived to be told train does not exist on timetable and hadn’t done for weeks.
Trainline receive the information but don’t update apparently! According to EMR …

Very bad experience with this company. Bought tickets to Scunthorpe a couple of months ago. Purchased insurance as well (but never received the insurance policy). My train was cancelled by the operator due to some accident on the tracks, so …

Youch! I booked two tickets to London one way for £74. Paid £3.50 insurance. Had to cancel. They were unable to refund “this type of ticket”. I transferred to thee days time. Had to pay another £74 before they would refund the original £54 …

if i could give zero reviews that would be still too much tried to buy a ticket ready for my holidays in june the app said it was £103 return but turns out it was £343 return instead if your not going to keep your app up to date with current pricing guide than you probably should use an app to begin with

So unreliable!
I booked a ticket today to go to Poole, the app said that it was running and so did everyone at the train station, I got to Southampton then had to turn back …

Asked for a full refund. Only got 4.60, took 7.50 per ticket for admin fee. Spoke to a call centre in india. Asked to speak to a manager. As i am aware the distance of sales act entiltes you to full refund. Person turned out not to be …

I wanted re-booking my tickets for train trips on November that couldn’t be taken due to government restrictions but is not possible, even though have it in writing from them that I can rebook at no extra fees within a six months period. I want my money back!!!

Never book through Trainline Europe! It is perfectly fine provided your train runs, but now that they have announced the French train strikes over summer – I have found the support from Trainline Europe to be atrocious. They do not have a …

The selected times for my ticket did not explain that actually the last train leaves Southend-On-Sea airport at 9:05pm – so anyone stuck in the immigration queue needs to get a replacement bus which takes forever. We missed the train by 7 …

My review applies to the European component of this company only. If you have cause to query any aspect of your travel, this IS ONLY POSSIBLE TO DO VIA E-MAIL – which they aim to reply to within 48 HOURS (?!!!). …

A disgusting company, implementing absolutely ridiculous charges for refunds (even where customer has rebooked a journey) and then outright refusing to reply to queries. Avoid like the plague, a revolting organisation based in the filth of greed that is so damaging to society and business generally.

Difficult in trying to get a refund for a
‘Network Railcard’ which I had purchased in-app and also compensation for return train tickets booked on the app.

Generally bad customer service. Be very careful when you book tickets from the website and book for a group. There is a glitch in the website that if you book the same journey a few months later but for just yourself, it books for the …

AVOID LIKE THE PLAGUE
They gave my bank details to a 3rd party, who took money from my account, in direct contravention of the data protection act. Will NEVER use again

Worst service EVER. the price on the app are more expensive if you buy it on the website, but if you buy on the website you cannot get any refund unless you post your ticket and hope for the best. …

Absolutely horrendous customer service. The stated that they had refunded my ticket and that was confirmed via phone call as well. Now they are relinquishing all liability and refusing to comply with their legal obligations.

Again, don’t use a middle man when booking train travel.
Still not got my £300 back after 4 months, train line say ask Eurostar, Eurostar are complete incompetents, I’m now getting blank emails from them.
Besides, I paid Train line, not Eurostar, don’t use.

Passed the interview and was asked to quit my previous job with the highest urgency to take a contract with Trainline. They asked for my details to redact a contract on a Thursday. I quit my job. Friday I had no reply. Monday I was told …

Terrible customer service and shocking ‘admin fees’ for making a change. I did make a mistake booking the wrong date but my journey is not for another 3 weeks and they offered no flexibility in helping me address my honest mistake. £40 change fee on £90 tickets! Will avoid in future

Use the app, and get mobile tickets. really quick and convenient, especially as you can change your ticket within 30 minutes of ordering it if plans change.
When i made a mistake on my order, customer services were helpful and arranged a refund.

Awful app. Can’t transfer easily to other devices, the FAQs are useless and refer to an option button that isn’t there, and their helpline is only open during office hours. Their emails take too long to download over 4G (which is what one …

The most unseriously train company… Very bad organization and very big prices. The train never arrived on time. For example today the train arrived after 13 minutes and I lose the next train for interchange… Hope I can take another one …

Unreasonable company which had to be taught a lesson with credit card chargebacks. Reactivating an unused ticket that was accidentally activated a few hours before it should have been was disregarded and customer service refused to help.

Robbed of £220, cancelled train from London to Aberdeen, refusing to communicate & issue the refund. I can’t believe this is happening in the UK in 2021.

There is a real gap in the market for a competent and trustworthy train ticket retailer. Somebody get on it.

I was able to make direct contact with the relevant department in a timely manner and I managed to get a refund on my proposed journey without undue explanations.

They “refund” a ticket with 10 pound cancellation fee even if the ticket cannot be used due to Tier 4 restrictions. And, of course, this is not mentioned in any obvious way in the app.

Same as everyone else won’t refund for a railcard I bought in error but didn’t use and asked to refund same day it was purchased

They profit from what should be a public asset and charge extortionate rates. The workers should feel shame.

I used this trainline app to made my railcard and i stucked with this .. the card is not working and i dont know how to get my £30 back .

Traveled from Bristol temple meads to Birmingham, few trains got cancelled, and after all a train turned up, many people tried to get on the train, pushed me and broke my iPhone LCD, and took us three and half hours to get to Birmingham.
Rip off company.

Bought a ticket online to go from Aintree to Rainford got to Aintree an they an no other office has a machine to print it off !!! Had ticket inspecter all 8 of them around me swearing an grabbing me so this is not good app buy your tickets …

Never, ever use them. Wanted a minor change to my booking and they were going to charge my £30 ‘admin fee’ to change it. Ridiculous. Go direct to the train companies.

Unhelpful customer service and worst refund / exchange for theirs “customers”.
For your safety, try to avoid them and go directly to the train companies websites.

They are not refunding anything, and if, they are charging Admin fee. And app is terrible too !

Double booked and called to cancel one of my journeys. The whole thing took 2 minutes and I was refunded the whole amount – great service!

No replacement mini bus turned up at ridgemont at 14:44 as described and no trains obviously…so I was stranded in the middle of no where and had to jog down the m1…thanks train line👍 …