The Trainline www.thetrainline.com Reviews

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Latest Reviews

★☆☆☆☆

“Farcical Refund System”

Written on: 01/08/2017 by Bonzo72 (1 review written)

After booking a ticket through trainline I discovered that I would have to go through them to obtain a refund for a ticket after my train was cancelled. Following a 25 minute phone call to the premium line with five minutes of that actually dealing with a member of customer service rather than being on hold, I was told I could have a refund for my £16.80 ticket. Only problem was this couldn't just be refunded onto the card I used to pay over the internet. I had to send the cancelled tickets by… Read Full Review

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Thetrainline.com's Response to Bonzo72's Review

Written on: 02/08/2017

Hello,

Thanks for taking the time to leave some feedback for us and I’m sorry to hear your service was cancelled.

As an online ticket retailer selling on behalf of the Train Operating Companies (TOCs), we have no control over the running of services. As a result, Trainline provide the money for the ticket sales to the TOCs and have no word in the operating/cancellation of services.

If your service is disrupted or cancelled which means you are unable to travel, then a full refund can be claimed from point of purchase, in this case Trainline. In order to obtain a full refund, we do ask that a customer gets in contact from a number of contact avenues listed on our site including facebook, twitter, live chat, email and telephone. We offer a number of free contact avenues as we appreciate it may not be convenient to pick up the phone.

If you have tickets that have been posted/collected, Trainline are unable to complete the refund unless these are returned to our refunds address as we cannot claim the money back from the TOC unless these are returned. Whilst I appreciate this can cause a slight delay with the refund, this is standard across the rail industry and not a method only requested by Trainline.

As we are unable to complete a refund without the tickets, we would always recommend recorded delivery (valued at around £1-£2 for Royal Mail) so Trainline and a customer can track the tickets. Whilst this is not mandatory, if sent by normal mail we cannot track this and normal post is not insured by postal couriers.

I do hope you have sent your tickets to us and we can expect to have your refund issued as soon as possible :)

Thanks
Jodie

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Bonzo72's reply to Thetrainline.com's Comment

Written on: 02/08/2017

Hi,

Thank you for the incredulous reply. All good information but this is contradictory to the advice on the Trainline website under 'How to amend your ticket or apply for a refund?'

The advice is to 'call us'! If this is incorrect, then I suggest updating your websites' advice to include the alternative ways of communicating regarding refunds.

You also seem to have missed the point of my review, which was that in order to obtain a refund it has cost me the majority of the money that I will receive!

Also I would suggest updating the advice which you and your customer service member of staff provided with regard to Royal Mail services, as the service you are suggesting costs over £6. Perhaps you can now understand why this whole sorry state of events is so galling.

Again I would suggest improving the refund service. Perhaps in this digital age, I could have provided the tickets to the TOC whilst at the station waiting for the cancelled train. This could have been verified digitally and you could have refunded the cost. I would then have received a refund without incurring any extortionate costs for obtaining my own money. Surely this is not beyond the wit of human beings!

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★☆☆☆☆

“Beware at all costs”

Written on: 24/07/2017 by cakeypig45 (5 reviews written)

Avoid Trainline as they employ staff who will tell you anything in order to secure a booking. In April I used Trainline to secure a group booking for a forthcoming trip in October. On initially speaking to the Trainline Customer Services Representative he assured me that I could secure the booking and that me and my colleagues would be guaranteed seats together on the train. Only once I had paid for the tickets did I discover that the seats had not been reserved at all but I had merely secured… Read Full Review

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Thetrainline.com's Response to cakeypig45's Review

Written on: 25/07/2017

Hi there,

I'm disappointed to learn of your recent experience and we would really like the opportunity to look into this further and hopefully we will be able to secure seating for you and your party.

As this is a public forum we can't share any personal information such as booking details however could you please contact us via a more secure channel such as Facebook or Twitter @thetrainline.

While certain train operators don't offer seat reservations, for those who do, as a general rule reservations are released by the train operating companies 12 weeks in advance (currently up until mid October).

As you're not due to travel until October, I'm confident that we will be able to arrange seat reservations however before I can confirm for sure we will need to view your booking and identity the train operator.

Many thanks,

Vikki

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★☆☆☆☆

“BEWARE ”

Written on: 11/07/2017 by 2000fursek (2 reviews written)

We booked a journey through them which they failed to provide, even though we had booked our tickets months in advance. I also received an email the day before travelling to confirm the journey I had originally booked was still going ahead, however they failed to inform me there was engineering works as part of this journey, therefore I would have to get a bus to complete the journey I had booked or pay £92.80 extra to be able to travel through London. To be able to use the tickets we had… Read Full Review

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★☆☆☆☆

“Booked a ticket for a train that didn't exist!”

Written on: 05/07/2017 by Timbo22 (1 review written)

Booked a train from Milton Keynes (7.01) to Worthing via Clapham, the route and subsequent ticket stated I needed to go via Kensington Olympia. Arrived at the station to catch the train only to find the train didn't exist and the route wasn't valid. Had to go via an alternative route for which my ticket wasn't valid. Spent nearly an hour communicating with Trainline who ultimately wouldn't take responsibility and told me to contact Southern. I'm waiting for a call back (not holding my… Read Full Review

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★☆☆☆☆

“Don't use trainline”

Written on: 20/06/2017 by Cole439 (1 review written)

I bought a ticket , I never received the printing out code and they won't give me a refund. I had to buy another ticket at the station. Customer services is terrible I got no where… Read Full Review

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★☆☆☆☆

“don't use this site, the service is poor”

Written on: 17/06/2017 by McCollum408 (1 review written)

The change policy is out of the middle ages. You get double billed, have to mail tickets back (secure mail), get charged £10 per ticket, and the site crashes every 5 min. It is cheeper and easier to go to the station and buy there… Read Full Review

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★☆☆☆☆

“They are cheating”

Written on: 18/04/2017 by Rafaln (1 review written)

I bought train tickets for my familly paying £110. While price at National Rail is £64. That's crazy. Who allows such service i UK!… Read Full Review

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★☆☆☆☆

“thetrainline.com - not online, not cheap, not honest”

Written on: 11/04/2017 by Townsend40 (1 review written)

thetrainline.com is neither online nor a service. Fine if you want to make a booking and need to change nothing, and there are lots of ticket machines at your station, and you arrive half an hour early to retrieve your tickets. Otherwise, best avoided. The software doesn't not deal with any changes. If you use the app for your ticket, you cannot get a refund. If you need to change the ticket, the software will get it wrong. The company will not admit any errors and charge you a tenner for the… Read Full Review

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★☆☆☆☆

“Beware - cannot alter seat reservation ”

Written on: 07/04/2017 by ejFrost171 (1 review written)

I have booked 2 journeys on the same booking, a return for an adult and a single for a child. On the adult return leg the child will be with the adult. Due to the age of the child they need to sit together. They were allocated separate seats which I booked thinking it could be corrected afterwards. It can't! The call centre informed me that no changes could be made, even to sit a small child next to their grandparent. Seems it is acceptable to train line to allow 6 year olds to sit… Read Full Review

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★★★★★

“Superb customer service”

Written on: 31/03/2017 by ZainDalrymple (1 review written)

I use Trainline a lot and never had a problem - until today. I booked for three journeys with various numbers of people all on one reference. Unfortunately only some of the tickets printed out and there was no one in the ticket office. Expecting a fight and or days of anxiety I sent an email to Trainline with all the details. I got a response in less than an hour apologising and offering to provide a new reference and asking me to confirm, which I did. I got the new collection codes within a… Read Full Review

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★☆☆☆☆

“No answer no refund”

Written on: 22/03/2017 by F.Edup (1 review written)

Really disappointed at the poor service on the telephone numbers to discuss the booking. Neither number was answered even though I waited for a long time… Read Full Review

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★☆☆☆☆

“Stay Clear of the Insurance (Misleading)”

Written on: 27/01/2017 by waynemolloy (1 review written)

I recently bought some tickets to go to Manchester for a football match and ended up purchasing the insurance. Mainly due to matches sometimes being rearranged. Guess what.... The match was unexpectedly rearranged and sadly I couldn't make the other date. The Trainline were unhelpful and the third part insurance company stated that I could only claim if their was a bereavement in the family or I am too unwell to travel. (You also require a doctors note.) so I have had to write off the money… Read Full Review

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★☆☆☆☆

“Booked a first class ticket - no first class carriage”

Written on: 30/11/2016 by CarolinaMoss (1 review written)

Paid for a first class ticket - no first class carriage No refund Terrible experience. Slow train for twice the price of buying a ticket at the station Avoid… Read Full Review

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★☆☆☆☆

“BOOKING A TRAIN IS NOT WORTH THE "STRAIN"”

Written on: 31/10/2016 by lordmac (3 reviews written)

MY WIFE AND I TRIED TO BOOK ADVANCE TICKETS ONLINE AND BY PHONE AND HAVE BEEN TRYING FOR 2 DAYS.THE EXCUSE IS TRAINLINE HAVE A NEW SYSTEM ( SHOULD HAVE KEPT THE OLD ONE). HAVING SPENT ALL SUNDAY AND MON EVENING WE STILL DONT HAVE TICKETS. NO WONDER PEOPLE RATHER TAKE THE CAR, I NOW HAVE TO TAKE TIME OFF WORK TO TRAVEL TO THE NEAREST STATION, 15 MILES, TO PHYSICALLY BUY THE TICKETS. I HAVE ALSO HAD TO CANCEL MY CREDIT CARD SO I DONT PAY TWICE. MY WIFE HAS ALSO INFORMED HER BANK WHO SAID THEY CAN… Read Full Review

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★★★☆☆

“Insurance”

Written on: 06/09/2016

It is easy to book the train tickets but do not opt for the insurance as payment for this will not be authorised at the same time as ticket purchase despite Trainline web site confirmation saying that it has been....! The T and C say that you will receive confirmation from Columbus within 24 hrs of booking but when this did not happen I called them only to be told that payment to two separate parties cannot be taken in one transaction (because of money laundering) and I was not covered. All… Read Full Review

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★☆☆☆☆

“Mis-selling Train Tickets”

Written on: 15/08/2016 by Joshhaz (1 review written)

I have used Trainline exclusively for my train tickets for the past 6 years. I almost always used to buy 'open return' as i liked the freedom to return on whatever day and whatever time i needed too. So on the 10th of August this year i followed the exact same process that i had followed for the past 6 years and purchased what i believed to be 'open return' tickets to London to attend a meeting at the US embassy. Then, on the day of my intended departure, i looked over my tickets and could… Read Full Review

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★☆☆☆☆

“worst!”

Written on: 15/07/2016 by Pottervi479 (1 review written)

So many quesitons... you don't want to be part of it! You just want a ticket... you want to go somewhere... just don't use their service. Horrible!. What you like for breakfast... no.. please answer, we really need that to make the booking... what about, hot toast? or cold toast?, coffee... Horrible interface... just let me pay and get my ticket that is why I'm choosing you!!! because I can just pay and get done with it. In the end, it is one of the worst services I have ever had!. Just… Read Full Review

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★☆☆☆☆

“on going issue not happy”

Written on: 15/06/2016 by Tigermay10 (1 review written)

the trainline is great if you want to print your ticket and collect them at train stations, but when you want a refund, its a different mater, iv been lied to. and I can prove it, been put to a lot of trouble, but if I want my money back for reasons I gave them, that's different, so would I give them a higher rating, only if my issues were resolved, but very unhappy at them… Read Full Review

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★☆☆☆☆

“Significantly overcharged me and zero customer service ”

Written on: 08/06/2016 by mksedwards (1 review written)

The Trainline charges both a “service fee” and a credit card fee. These fees really add up over time and there is absolutely no reason to pay them since the trains I frequently use - Virgin and GWR - don’t charge these fees. Plus, Trainline actually does not have any customer service so you get absolutely nothing for your fee. They sold me a ticket for more than £100 more than I needed to pay for the same seat and when I discovered the situation, they still had time to fix it. However… Read Full Review

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★☆☆☆☆

“Appallingly bad - don't use!”

Written on: 19/05/2016 by Podge65 (1 review written)

I booked with Trainline as it was recommended as cheaper option but I certainly won't in future. Two reasons - 1. Before travelling I couldn't retrieve my password as there was a website glitch but the customer service person couldn't understand me as they were foreign. It never got resolved so I still can't access my account. 2. Having travelled one way, I want to change my return journey time for tomorrow. The online chat agent finally managed to do it after telling me details I already knew… Read Full Review

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