The Trainline www.thetrainline.com Reviews

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★★★★☆
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Latest Reviews

“Disgraceful - never ever again”

Written on: 21/01/2016 by Browne1949 (1 review written)

This company is a joke. It has the worst customer service I have ever had the misfortune of dealing with. I will never ever use them again!!! I would give no stars if possible!… Read Full Review

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“Absolute Joke of a Company”

Written on: 17/01/2016 by behappy1232011 (1 review written)

I have used the trainline for many years, being a student who lives in Winchester who likes to go home to Yorkshire 3 or 4 times a year. Obviously this is an expensive journey, but with my 18-25 railcard I can get it for £33 each way which I think is fantastic. On this occasion, I booked my tickets in advanced as usual but realised a few days into my trip I would have to get another ticket back (due to the flooding) and having to help piece together what little the flooding left of the… Read Full Review

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“disgraceful company out to make a profit at any cost”

Written on: 24/12/2015 by goldendragon87 (1 review written)

Well I wont be using trainline again. Absolute disgrace of a company. I'd love to know why they sell cancellation insurance that doesn't insure you against having to cancel? I wish the person who designed that disgusting form for refunds would contact me because I'd like to let him know personally how sick I think he is that because I had to cancel a trip when my mum died I was expected to answer lots of questions (clearly designed to put grieving people off completing the form) including… Read Full Review

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“Until today I would be giving them 5 stars! ”

Written on: 18/11/2015 by Doyleiz34 (1 review written)

I have been using this company for years for business and leisure travel for myself and travel for my 2 children who are at university. I allways add their 16-24 railcards to get them discounts. No problem! Booked 2 tickets for myself and a friend to visit York in December yesterday. Paid ok - even upgraded to first class. Advance tickets so I know it's specified trains and no cancellation. When the confirmation email came through there was a 16-24 railcard on one of the tickets. We are… Read Full Review

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“Easy to purchase - but be aware of high cancellation fees ”

Written on: 11/11/2015 by 9999ideal (1 review written)

Holiday arrangements had to be delayed for one week. As we have purchased off peak tickets we are unable to change travel date, the only option is a refund. NOTE: A £10 admin charge was collected on both OUTWARD and RETURN journey even though the tickets were not collected and I did all the admin!! That plus the card charge has made this an expensive delay. … Read Full Review

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“12 week advanced tickets ”

Written on: 21/10/2015 by Walter109 (1 review written)

They do not always release 12 advanced tickets when they should and when you contact them they spin you a pack of lies will never use again or recommend… Read Full Review

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“Not the cheapest by a long way”

Written on: 18/09/2015 by garyw74 (1 review written)

The TV campaign says you will save money. Its a total lie Luton to Gatwick. Family of 4. The same train at the same time:- The TrainLine £79 First Great Wester Website £65.55 Souther Railway Website £56.80 Turn up and buy tickets on the day £56 … Read Full Review

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“DREADFUL ”

Written on: 14/09/2015 by 109Harvey (1 review written)

LOCATED THE TICKETS I NEEDED AND PUT THEM INTO MY BASKET AT £57PER TICKET. THE WEBSITE SAID I HAD TWO HOURS TO COMPLETE PURCHASE SO PHONED AROUND MY PARTY TO GET AUTHORITY TO PROCEED. WHEN I WENT BACK TO PURCHASE THE TICKETS LESS THAN AN HOUR LATER, TICKETS HAD INCREASED TO £75 PER TICKET. WHEN I CALLED SPOKE TO AN FOREIGN MAN WHO JUST DID NOT UNDERSTAND WHAT I WAS TRYING TO SAY SO I ASKED TO SPEAK TO A MANAGER. HE FIRST TOLD ME 'NO MANAGER ON FLOOR' THEN 'MANAGER ON CALL'! EVENTUALLY… Read Full Review

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“Very poor, poor service from thetrainline.com ”

Written on: 07/08/2015 by Canada1974 (1 review written)

I phone the required number and asked about getting 2 tickets. I could not understand the male taking to me. I had so many questions I asked if I could e-mail my information. He put me on hold and went to find out the e-mail. He returned and gave it to me. I sent the information and waited for three days. Nothing, so I e-mailed again and then phoned the next day. I got another male, whom I could barely understand again. I asked if I could talk about my trip plan's. I went on to say I had… Read Full Review

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“Refund Issues”

Written on: 19/07/2015 by 299Peacock (1 review written)

I took out cancellation cover as I bought a ticket for my mum and seeing as it was only an extra £2 I thought it was worth it. We had to cancel the ticket so requested a refund as at the time I thought buying cancellation cover meant I would get a refund - beware it doesn't. After a week I was sent a 7 page refund document to complete, if my mum had died I had to provide a death certificate to validate the refund, if she was ill I had to explain why and provide a doctors note!.. After a… Read Full Review

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“Rip OFF!!!!”

Written on: 22/06/2015 by jessicaclaire91 (1 review written)

I needed to cancel a train ticket and REBOOK so it's not like they were losing business. I made the reservation and needed to cancel literally 12 minutes after booking. Instead of just changing my ticket they said I would incur and £10 fine. Do NOT travel by train it's far cheaper to drive and do park and ride. British trains are completely useless… Read Full Review

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“We brought tickets and were advised there was a strike...”

Written on: 24/05/2015 by Adam225 (1 review written)

We brought tickets and were advised there was a strike after we brought the tickets the strike was cancelled ao we rang them and they said they cant upgrade the tickets but can refund for 10 pound and resale them to us but according to the national rail they can but trainline are just interested in making more money by not helping you at all. So if you want to lose the money you earn then use the trainline… Read Full Review

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“Minus starts are required!”

Written on: 28/04/2015 by Molino89 (1 review written)

I requested my ticket to be refunded, I recieved an email confirming my refund will be processed and in my account within 5 working days. I left it almost two weeks as it was a bank holiday so I thought it may take longer but my refund was not refunded, I contacted Trainline customer service and was told there was an issue with the refund department obtaining my tickets, I was asked to wait another 5 working days so my refund could again be processed, I waited 7 working days before getting in… Read Full Review

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“Not the cheapest”

Written on: 09/03/2015 by Emmanuel310 (1 review written)

If you book direct via a train operator's website, you won't be charged booking fees, credit card fees, or postage. Some companies offer 1 to 4% cashback via topcashback.co.uk. All rail companies sell each others tickets, so there's no reason to book with the trainline… Read Full Review

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“TREATED LIKE AN INDIVIDUAL ”

Written on: 23/01/2015 by 1964Harris (1 review written)

I was booking my tickets for my Mum and I to travel back home from Liverpool, when an error message came up just as I'd entered all my bank details. Before rebooking them I checked my emails to make sure nothing had gone through and it hadn't, so I continued to process with buying the tickets again. When I looked at my bank statement I saw that the ticket money had come out twice. Knowing that I had bought advanced singles I thought no way am I going to get that money back, but I went online to… Read Full Review

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Thetrainline.com's Comment

Written on: 25/01/2015

Hi

Thanks so much for your 5 star review.

I'm glad to hear you got in touch straight away. Although issues like this are very rare, we will do what we can to help you and if possible refund the tickets.

I'll also be sure to pass your feedback to Natalin. We love it when customers let us know how happy they were the service and we certainly want you to feel valued.

Thanks again!

Joanne :-)

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“NEVER AGAIN”

Written on: 17/11/2014 by Rachel1951 (5 reviews written)

I travelled back from Manchester Piccadilly to Glasgow Central last Monday 10 November, on the 15.15 train. The train was very busy and whilst I had reserved a seat, I was very surprised that the train was nothing more than the type of train used for 'local' journeys. Twenty minutes into the journey, the steward announce that the only toilet in service was the toilet at the rear of the train (I was at the front). Later on the journey an announcement was made that the second toilet was now… Read Full Review

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Thetrainline.com's Response to Rachel1951's Review

Written on: 18/11/2014

Hi,

thetrainline.com sells tickets on behalf of the train operators. We are not responsible for the on-board experience whilst travelling. I would check your booking confirmation email to see which company was operating this service. You should definitely pass on these comments. I understand that it must have been an uncomfortable journey with only one functioning toilet. If you want the contact details you can find them by searching in our FAQ pages.

Thanks,

Chris

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“PAY MORE WITH TRAINLINE”

Written on: 08/11/2014 by Youngxe376 (1 review written)

HAVE JUST BOOKED A TICKET PAYED 40 POUND NINTEY WITH TRAINLINE FOR A TICKET TO HOLYHEAD FROM MORETON MERSEYSIDE.I CHECKED THE TICKET PRICE WITH MY LOCAL STATION AND FOUND I HAD PAYED 2 POUND 50 TO MUCH WITH TRAINLINE AFTER BOOKING FEE AND POST WAS ADDED.TRAINLINE SAY IT CHEAPER TO BOOK WITH THEM I DISPUTE THIS… Read Full Review

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Thetrainline.com's Comment

Written on: 08/11/2014

Hi Youngxe376,

Yes – we charge a booking fee. We’re very open and honest about that.

We’re an independent online ticket retailer; our revenue is based on a commission from ticket sales.

We’re committed to finding ways to save you money on train travel; we do this by continually investing in new technologies and developing value-adding tools to improve the service we offer, such as: Best Fare Finder, Ticket Alert Emails, Off-Peak tool, and our best in class mobile apps.

To enable us to continue to do this, we apply a booking fee to all transactions.

Thanks,

Chris

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“a shoddy money grabbing business ”

Written on: 14/10/2014 by 53McKee (1 review written)

My wife booked a ticket to Birmingham International via their app - all fine and obtained a digital ticket. Sadly ticket would not actually get her into the local station, and when she did she was told the train she was booked on was cancelled. Thetrainline are refusing to refund her booking fee or credit card charge, so they have sold a ticket for a service she has been unable to use and yet she has to foot the bill. Yes, they have refunded the ticket, but in keeping the other charges this… Read Full Review

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Thetrainline.com's Comment

Written on: 15/10/2014

Hi,

For anyone that is wondering about the refund process you need to remember that it is for the ticket price only. Any associated booking fees are non-refundable. You need to agree to this condition before proceeding to the payment page. I can appreciate that a cancelled train is completely out with your control, but even in these circumstances we wouldn't refund this fee.

If your wife has booked a mobile ticket and she was refused entry into the station I would definitely feed that back to the train operator. Likewise, if a service was cancelled she may be due some compensation under the delay/repay scheme. The operator should have an online web form that she can fill and they’ll be in touch. As we do not run any trains we are unable to refund a customer in this situation, this includes any consequential loss, such as fuel, taxi & parking.

Thanks,

Chris

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“Train Booking on a long journey, but no reserved seats?”

Written on: 04/10/2014 by CaidenMaloney (1 review written)

Booked with thetrainline.com to go from Peterborough to Edinburgh for the 30th December in plenty of time, however, seating tickets are not available, we are just told there will be seats available. However, we are elderly people & do not want to go up & down a train looking for seats. Trainline should have the facility to book seats at time of booking one's train tickets, if they can book the train tickets & take the money they should certainly be able to book seats at the same time. There is… Read Full Review

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Thetrainline.com's Comment

Written on: 05/10/2014

Hello,

By the sounds of it you've booked flexible tickets. These don't actually require seat reservations - not like the Advance tickets.

The flexible tickets are able to be purchased well in advance of travel, sometimes before any seating information is released/ updated by the operators. This is because seats aren't a necessity.

However, if seats aren't available at the time, as you know, we can still secure the ticket for you and then add seats once they are available. All we need is to be contacted closer to the departure date. Rather than having to go up and down the train looking for seats.

It is key to point out that we have no control over when or if tickets are released and when seating is available. We rely on the train operating companies releasing such information.

As an online ticket retailer our aim is to provide our customers with all ticketing options as and when they are available.

I hope that clears up any misunderstanding.

Thanks,

Craig


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“Unhelpful beyond belief”

Written on: 28/09/2014 by 1Murray (1 review written)

Have been using the Trainline for over 10 years now but have had to change our plans for a trip to London as our son had an accident. The Trainline would not help out as we had downloadable tickets and would even let us re-book a different date for when he was feeling better. £90 out of pocket and will not using this company again… Read Full Review

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Thetrainline.com's Comment

Written on: 03/10/2014

Hi

I’m sorry to hear that you’ve decided not to use us again following on from your recent experience with us.

It sounds like you booked Print Your Own Tickets. As Print Your Own tickets are Advance fares, they are often the cheapest available. They can also be a more convenient way of having your tickets delivered, as they can be printed out from the comfort of your own home or office, saving time queuing at the station. However, they do come with restrictions.

For anyone else who is wondering as well, we sell this type of ticket on behalf of the train operators. They are also the one’s which set the restrictions that this type of ticket cannot be amended or refunded. This means that we cannot claim any of your money back from them should you need to cancel or change your plans. We’re pushing for this type of ticket to be made more flexible in future, and are encouraging the train operators to invest in the technology to make this possible.

In the meantime, so that our customers are aware of what they are booking, we make these limitations clear throughout the booking process.

As much as we would like to be able to provide a refund or amend your ticket under these circumstances, the restrictions imposed by the train operators on this type of ticket mean that this isn’t possible.

I hope your son is recovering well.

Thanks
Fran

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