written by DamarisRussell on 10/10/2022
This is a bad service and should be shut down. If you are lucky enough to buy tickets and travel with no issues you probably think Trainline is ok. Should there be a problem then you will see their ugly money grabbing side. Customer Service is incredibly unhelpful when trying to get a refund for trains that were cancelled. There is no option to change bought tickets to another day. There is no option to correct if you make a mistake booking eg enter wrong date - your money goes and nobody will ever help. For starters, it's hard enough to find out how to contact them and then when you do finally find the live chat, they do not answer your questions. Really unhappy and won't be using Trainline to book tickets again. Southern Rail makes it much easier to get refunds for cancelled trains, they only request photos online with a cut from corner to corner but Trainline request you to post the tickets to their office. Why have been allowed to trade in this manner. Even the reply to this will be an automatic computer generated response
written by qeMitchell200 on 27/07/2022
I would avoid using trainline. I recently had an experience where the app didn't work and said my ticket was used so I had to purchase another ticket. When I complained about it to trainline they were very dismissive and after 3 months of chasing they have said they can't work out why that happened and won't be refunding my tickets. I will never use this service again and would advise everyone else to stay clear unless you have money to throw away.
written by oweny on 26/07/2022
this company are bad, took £300 off me disgusting company
written by Patrick415 on 18/07/2022
Time after time Trainline asks you to let them make sure you get your railcard renewed electronically. I just received an email telling me to renew (24 hours notice!!!) but all the links in their "No-Reply" email do not work! Their site has no way of contacting them. It is easier to go to your station and get it there...what a waste of time these people are...
written by on 24/06/2022
Lack of communication on train being cancelled. I can't make my journey because of the huge train strike, & they refuse to refund my tickets. I am completely disgusted!!!
written by Andre124 on 23/06/2022
If you make the mistake of buying a Eurostar ticket via Trainline, you will not get so much as a contact telephone number. Their “customer service” is a pretence. Now I see that the internet is full of bad reviews of Trainline. I will avoid using Trainline and will certainly never use them to buy Eurostar tickets.
written by RickDenby on 13/04/2022
I returned rail tickets for a refund. The letter arrived as did a part repayment. The dispute is now about what was in the envelope. I can't prove the tickets were in the envelope, and they say they weren't. Get a solicitor to return the tickets or they will abuse your trust. You have been warned.
written by MikyMike59 on 21/12/2021
Literally the worst and least honest travel company. Hidden fees everywhere, even if you take insurance. Refundable tickets.... refundable tickets for them means 10£ fee PER TICKET when you actually claim your refund. This on top of the extortionate fees they already charge you for. And then you wonder why they don't have a direct line to speak to customer service... lol
written by JiggilyWig on 06/12/2021
I wanted to change the date of my ticket. This was not possible and they charged me £10 to get a refund on a £27 ticket.
written by 445Hopkins on 28/11/2021
I’ve deleted my account and I will no longer use Trainline
written by Aliyabe on 08/11/2021
Booked a ticket with Trainline and couldn’t collect at the machine. Ended up buying another one. Contacted them for refund and they say - sure. The. They refund £10 less. After days / weeks of delayed replies that make no sense they spit out there is an admin fee.. and the funnies bit is that maybe it could be a full refund if you don’t contact them?? Worst customer service ever - avoid!
written by on 13/10/2021
Ordered 2 tickets online from Zurich to Munich. Their website went down halfway through the order. It said to start again I did and then was charged for 2 sets of tickets. I immediately sent an email before the train left. And they basically said it was my problem or the train company's problem - not theirs? I have never had such bad customer service. I see so many bad reviews and I wish I had read them beforehand.
written by Mariana55 on 03/09/2021
Second time in a fortnight I've tried and failed to book on trainline.com Each time it refused payment from 3 separate credit cards (all in date, sufficient credit) and PayPal. Don't waste your time with them.
written by LHalpinKent on 28/08/2021
I am absolutely disgusted that when I select a price and train time, when I go to pay it says there is a problem and take me back to select again, but the price for the time I was planning to travel had nearly doubled!! This has now happened three time! Would not use again, can not be trusted!!
written by Jordan123456789 on 15/08/2021
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.
written by AJ1234abcd on 05/08/2021
Rail sail tickets from Ireland to Uk are knowingly sold by these dealers knowing they can not possibly be collected in Ireland. They go to great lengths not to publicise their support line. If you can get through, they’re no help at all. Avoid these people like the plague.
written by Gabriel1959 on 18/07/2021
They put on wrong information on their website, which prevented me from downloading the ticket and nothing could be done to have a cop of the ticket in a different way. On top of that, when I called the only contact number I could find to ask for an email address to send them a refund request with attachments, the operator refused to give me their email, with no plausible reason other then to discourage me from doing that! So I had to send an expensive registered email to their main office to be heard. Even then, the person who replied misread my email completely and didn't even bother to open the attachments, which didn't even need an interpretation as they clearly demonstrated that the fault of what happened was theirs. The whole operation cost me a huge waste of time, irritation and a sum of money I will aver see again.
written by Butlerox23 on 21/06/2021
I had a return ticket from Birmingham and because the train I was supposed to get decided it wasn't going to London Euston. Trainline contacted me saying I could have a refund. So I clicked the refund and thought great. Only to discover they weren't giving me the refund because the ticket had been activated! Absolutely pathetic! Not using them ever again!
written by Daverm on 09/08/2020
Before even getting into the problems you cause for me, your service is over priced, has unsafe stations & a returns/open returns system designed to screw over people with short attention spans. If you select open return then change another setting, the open return gets unselected. Multiple times this has resulted in train staff trying to make me pay for another ticket, in which case I have, & will continue to push passed the rail staff in order to leave the station. Try to stop me on my way out of the station again & you will end up with injured staff members.
written by LizaJane7777777 on 05/01/2020
I bought 3 tickets on line. I thought I had purchased 1st class tickets but it had defaulted to standard without me realising. The review page does not state which class your tickets are in and when I contacted Trainline just a few minutes later upon realising the mistake they were unhelpful and refused to assist me even though I offered to pay the difference. Very poor service. A difficult website to navigate. Rude and totally unhelpful staff. I would not recommend using this company. Go direct to the train company - I subsequently had to re-buy the tickets direct with OEBB and their website was far more user friendly. I would never purchase tickets from Trainline again. Before making this purchase a proper review page would have been helpful.
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