The Trainline www.thetrainline.com Reviews
Latest Reviews
★★★★★
“Excellent site, very easy to use. Saves money”
Written on: 16/05/2013 by ForFoxSake (3 reviews written)
I really like this site. It's quick and easy to use, gives good timetable info and saves you money if you but in advance. Surprised the average reviews seem so low. (read more)
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★★★★★
“An Excellent Customer Service Experience”
Written on: 15/05/2013
I have been buying tickets through thetrainline.com for years now and have always found the service to be excellent; I find it so convenient to be able to review all the options online and select the best deal available for my intended journey plus, of course, no need to queue at the station. I recently needed to contact Customer Service regarding a query on one of my purchases and was very impressed with the service I received. My query was sorted quickly and efficiently with minimum... (read more)
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★☆☆☆☆
“wanting to talk to a manager”
Written on: 12/05/2013
I wish to talk to a manager about bad customer service and also someone called NIAM Shaikh who has just stated to me on the phone that it must be my mother who was confused with a telephone conversation and given me the wrong message How dare he!! (read more)
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★☆☆☆☆
“RIP OFF TRAINLINE WITH THEIR MATES COMPLEATESAVE”
Written on: 10/05/2013
GOT TICKETS TO GO TO LONDON WAS NO CHEAPER THAN AT STATION. PUT MY DETAILS DOWN FOR £10 POUNDS OFF NEXT TIME OFFER ONLY TO FIND £10 POUNDS TAKEN FROM MY BANK (MONKEY CANNOT USE WORD FOR THEM) A RIP OFF THEY HAVE WITH COMPLEATSAVE. (read more)
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★☆☆☆☆
“What a poor company!!”
Written on: 09/05/2013 by Awesome1 (1 review written)
I booked a return ticket from Manchester to Newcastle on the 18th April online but when I booked the website said the transaction had not been completed so I had to start all over again.When I later checked my account I had been charged twice.I phoned the helpline the next day to be told they were extremely sorry and I would be refunded within 5 working days for one set of tickets.Nothing happened so on the 1st May I contacted them again tot be told due to an admin error the refund had... (read more)
Visit thetrainline.comThetrainline.com's Response to Awesome1's Review
Written on: 13/05/2013
Hi,
I would be happy to have a chat with you about this one, I don’t have your contact details, but if you have a twitter account and can drop us a tweet @thetrainline I am tweeting today and would be happy to give you a call?
If you just drop us over a tweet letting me know that it is you and we can take it from there?
Will
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★★★★★
“Just the ticket ?”
Written on: 07/05/2013 by Scotmabob (2 reviews written)
I had to order a ticket for my husband on the Sunday night, as he left it to late ? And I managed to get the ticket ,pay for It, and print out the Ref no etc and all the details of the ticket, including what seat and cabin he would be sitting in. The next day on the Monday, I drove him to the station where we printed out his ticket @ the ticket machine with the Ref no we got, and hay presto ticket ? Along with a ticket of booking seat ,and payment. So well done Trainline, was so easy to... (read more)
Visit thetrainline.comThetrainline.com's Response to Scotmabob's Review
Written on: 13/05/2013
Hi! Thanks for taking the time to write that, really appreciate the feedback. Will
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★☆☆☆☆
“Poor customer service. Dreadful!”
Written on: 04/05/2013
My complaint email to trainline.com -: I would like to speak to a manager IMMEDIATELY. I am not getting anywhere with Angus, he has also promised to get someone to contact me but hasn't. I would like to know how you think that you are entitled to keep my money when you have deviously misled me and flawed the Consumer Protection (Distance Selling) Regulations 2000 act. I have not used your product or service, I notified you in durable form, within 7 days. I shall be contacting the... (read more)
Visit thetrainline.comThetrainline.com's Comment
Written on: 06/05/2013
Hi
I've had a look into this and can see my manager's now been in touch with you directly.
Thanks
Angus
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Esio_Trot's Comment
Written on: 06/05/2013
Hello Angus - thank you for sorting out my complaint and thank you for your patience at this difficult time I'm presently having.
Thank you very much.
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★☆☆☆☆
“Awful customer service and just trying to rip people off”
Written on: 02/05/2013 by FBrown1
We bought a ticket for our 70 year old mum to travel to scotland on her senior rail card. We tried to make thing simpler and opted for a 'print at home' ticket which then automatically turned into an e ticket in my name. As i immediately realised the error, we called them and ended up with the worst 'customer advisor' I have ever dealt with. there was no movement on anything, they couldnt change the name, refund the £100 ticket or suggest how I resolved the situation and then pretty much... (read more)
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★☆☆☆☆
“Paid more than was at station”
Written on: 02/05/2013
Paid more than was at station (read more)
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★☆☆☆☆
“Always cheaper elsewhere don't use!”
Written on: 28/04/2013 by TomHorsham
It is idiotic to use this company as due to the booking fees it is always, without exception cheaper to use a train company's website which will offer at least all the tickets offered by the trainline and sometimes more and they will not charge you a booking fee or extra for use of a credit card. Furthermore, some train company website offer points for tickets purchased which can eventually can give you a free ticket (see Eastcoast.co.uk) or offer a further 10% discount on the advance... (read more)
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Showing 1 - 10 of 167 Reviews
★★★★★
“CHEAPER ON TRAINLINE FOR TICKETS”
Written on: 15/04/2013 by MEDIUMMARY (1 review written)
i booked on trainline the day before traveling and using my friens and family rail pass for 4 adults and 3 children return tickets to banstaple from torquay the total cost for all the tickets came to £30.40 even with the £1.50 booking fee it was cheaper then the train station where i picked up the prebooked with the trainline just two hours later the weeks prior to this i had tried to use this service for ticket to london paddington after seeing the price on trainline i had difficulty... (read more)
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★★★★★
“Change of address”
Written on: 13/04/2013
I've changed houses recently and went on line to buy tickets for a journey to London. Thought I had changed all the relevant details, but when I'd looked in my E-Mail for conformation I noticed that the tickets were being sent to my old address. I phoned straight away and spoke to a delightful lady who said she would try and re-direct my tickets to the correct address. She phoned back within the half hour and had managed to change my delivery address. It would have been extremely... (read more)
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★★★★★
“Booking from my mobile”
Written on: 01/04/2013
Downloaded the app, booked, but put the wrong email address in. So couldn't retrieve my booking reference. Couldn't log back into my account, so contacted customer services online. In the mean time, went to the station to try to collect my tickets, where I phoned train line customer services. They answered almost immediately, were polite, efficient & solved the problem in just a few minutes. The mistake was on my part, but the gentleman didn't belittle me at all! I would prefer to book my... (read more)
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★☆☆☆☆
“thetrainline.com Refund NIGHTMARE!”
Written on: 17/03/2013
Arrived at the station, FIFTEEN trains were cancelled. I contacted the trainline.com on the same day about a refund. Spoke to somebody in India who claimed to have no knowledge of the cancellations. Ten days later still no further forward! Their web forms, contact centre, email contacts, EVERYTHING are USELESS. I will never, EVER buy tickets from them again! (read more)
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★☆☆☆☆
“Verging on fraudulent”
Written on: 14/03/2013 by Ringmaster (1 review written)
Open Return tickets are not honoured by BR resulting in my having to re buy tickets from BR at the station. No refunds either, last time I use thetrainline, fellow complainants tell me the redspottedhankey is better so ill try them and ebookers (read more)
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★★★★★
“rapid efficient service”
Written on: 13/03/2013
I booked tickets just before Christmas and in all the excitement didn't notice that they hadn't arrived. When I booked another journey and the tickets came in the post, I remembered the first non-delivery. Panic!!! I was due to travel on a very important journey, so rang the contact number on the email. Within 10 minutes I had spoken to two delightfully polite members of staff, one in Mumbai and the other in Delhi. They understood completely, gave me advice to use an automatic machine to... (read more)
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★★★★★
“All to plan”
Written on: 13/03/2013
All went to plan and answered all my questions concerning my journey when I phoned. Great price for my journey from Bristol to London & Back. (read more)
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★★★★☆
“Zamowilam bilety przez internet, odebralam w maszynie...”
Written on: 11/03/2013
Zamowilam bilety przez internet, odebralam w maszynie za pomoca karty platniczej ktora dokonywalam zakupow. wszystko szybko i bez problemow.napewno bede korzystac w przyszlosci. (read more)
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★☆☆☆☆
“DONT SELECT FIRST CLASS UPGRADE ONLINE”
Written on: 10/03/2013 by w.nayland (1 review written)
Booking online I was offered an upgrade to first class while ordering a period return. It was cheap so I clicked. BIG MISTAKE. My ticket was silently changed to a cheap day return. I have now got the rigmarole of buying the correct ticket and trying to get all my money back because it was their mistake. Their helpline is 10p a minute and I expect that to be a rip off. They do not publish an email address but ask you to use a form on their website. This means that they but not you have a... (read more)
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★★★★☆
“Traveling by train just got easier”
Written on: 09/03/2013 by toddie
tickets arrived two days after booking, great, I hadn't expected them so soon. The journey was no bother. My seat was reserved and just as I wanted. Changing trains was very well coordinated with minimum waiting between connections. Useing this method has been a smooth operation and I fully recommend it to anyone, pluse the big bonuse, the savings on ticket priceprice, thank you (read more)
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Showing 11 - 20 of 167 Reviews
★☆☆☆☆
“Do Not Use !!!!”
Written on: 08/03/2013
I went online to book a sameday return journey from solihull to cheltenham. after selecting my tickets proceeded to the checkout only to find that if I required the tickets to be delivered it would cost an extra £7.50. In addition I was also being charged an extra £1.50 admin charge and would have to pick up the tickets from my local station anyway. So I decided not to proceed with the transaction and just visit the station anyway to buy my tickets. On doing this and to my surprise the... (read more)
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★★★★★
“excellent service ”
Written on: 05/03/2013 by lillym
had booked my train ticket to London saved a bomb on ticket price,staff were really helpful ,told them where I needed to be at what time they told me which trains I needed and booked my ticket,Next day had to alter time of departure called them back told me alternative train times and altered my booking, no stress no hassle just excellent customer care ,Thankyou (read more)
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★☆☆☆☆
“Do not use this service. Way too stressful!”
Written on: 01/03/2013
I have used this site before and it was ok but on returning to book another ticket today I could scream! It has taken over an hour to book the tickets! Not user friendly, no help available and infuriatingly slow! I would write more, but this service has wasted enough of my time already! (read more)
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★☆☆☆☆
“I can't rate 0 stars? That's a shame.”
Written on: 27/02/2013 by jwillis50
Despite having emailed them repeatedly, they refuse to acknowledge that I have the wrong train tickets and decided to palm me off to other train companies. Each of these other train companies told me that my problem would have to be taken up with the trainline and acknowledged that I was completely justified in my complaint. The Trainline however had different ideas and even at the threat of leaving the company, therefore losing them much more money in the long run, decided not to refund me.... (read more)
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★☆☆☆☆
“non refundable tickets”
Written on: 27/02/2013 by notusingyourcompanyagain (1 review written)
I have always found BA flights to be of a high standard when ever I fly from China. But my recent flight was late by around an hour. This made me ten minutes late for my train at st pancras station in London. The price I paid for my train ticket was £26. The Rail provider I was using would not allow me to board the next train so I had to pay for another ticket which cost me £63. i should not have been stranded in this station by a rail company that can not offer a good standard of... (read more)
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★☆☆☆☆
“repeated errors and terrible customer service worst...”
Written on: 25/02/2013
When booking online during the payment page the website brought up an error with the instructions to hit the back button and try again. I did this but noticed a few days later when checking my account that I had paid twice. I logged onto the account and saw two identical bookings. When I called I was basically told that this my fault for doing the wrong thing and when the website brings this error to ignore the message and go to "my account" instead to see if the first transaction had... (read more)
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★☆☆☆☆
“£10 charge for changing to a more expensive ticket!”
Written on: 21/02/2013
I needed to change a ticket and they advised me i couldn't and would have to cancel the booking which incurs a £10 charge and book a new ticket. This is shocking as the ticket I wished to change to was going to be more expensive so they were not going to lose money. I have gone with East Coast now instead.They make it sound easy to change tickets but in my experience it is not! (read more)
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★☆☆☆☆
“ trainline dont use their services ”
Written on: 15/02/2013
i really hate this company. please dont book through them (read more)
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★☆☆☆☆
“Ferry was in dry dock on arrival at the port”
Written on: 14/02/2013 by idontwantausernameonthissite (1 review written)
I booked two tickets from Dublin to London for me and my wife via thetranline.com. The tickets were delivered on time with no hassle. When we arrived at Dublin Port for the first leg of the trip, the ferry to Wales was in dry dock and no alternatives were available. The customer service agent there was unable to refund my tickets. The only alternative was to taxi to the airport and purchase plane tickets. (read more)
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★☆☆☆☆
“They are not the cheapest and the call centre is rude”
Written on: 13/02/2013
I phoned the call cetree to complain as I was told by the conductor on my London to Cambridge train that I could have got the tickets much cheaper. The lady at the call centre was rude, unhelpful, and was obviously reading from a script. Appalling service. (read more)
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Showing 21 - 30 of 167 Reviews
★★★★★
“Satisfied customer, pleased with the support offered.”
Written on: 12/02/2013 by crumblylancastrian (1 review written)
I am 86 yr old, and disabled. The use of public transport is difficult. But, thankfully, the business of arranging tickets, assistance for me,and on the infrequent occasions when I get things wrong, recovery of ticket costs have always been handled sensitively and effectively by the customer relations organisation at Trainline I have nothing but praise for the people at Trainline. Life would be a great deal less stressful if other public organisations were as helpful as are Trainline. I am... (read more)
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★☆☆☆☆
“Padeep,is he the only one alive at their complaint....”
Written on: 05/02/2013
Until Christmas Eve I thought the Trainline were an ok company apart from their 10 pound rule. I returned my tickets to them as instructed one as not used (due to flooding on lines) the other as only partially used as again due to weather probs we were diverted then bussed then dumped at a station miles from home and no onward trains available. Their cust services dept signed for both tickets and I have the proof of delivery. 6 weeks later,big phone bill and endless e mails from surprise... (read more)
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★★☆☆☆
“Help ”
Written on: 02/02/2013
I have no idea how to cancel my account with trainline. please can someone help. It's a nightmare. I have spent ages looking on this site and I can't find anything. Really need some help here.. (read more)
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★★☆☆☆
“Why pay admin charges?”
Written on: 28/01/2013
A website that is automatically £1.50 more expensive than any other doesn't get my vote! I used to use it all the time because of their helpful refund practices - but now? Go elsewhere! (read more)
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★☆☆☆☆
“Never use them - book directly and avoid the hustle ”
Written on: 28/01/2013
I was using the train line for the while now, but never had to contact for the refund of the ticket for the train that was cancelled. I have been asked to pay my money and send the unused ticket back - even it was no valid. The procedures are very unfair and the customer suffers here. The customer service team cannot explain anything and when I asked to be transferred to the manager - I have been told that there is no point for me to do so and listen to the same response and spend my money... (read more)
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★☆☆☆☆
“Appalling”
Written on: 28/01/2013 by Archer2
We bought advance tickets online and subsequently found out that we would not be able to travel due to illness in the family. At this point, we were told that the tickets were non-refundable and that we would be charged a 'passenger fee' of £10 a ticket to change the dates. This turned out to be a journey fee, so we were actually charged £40 (for the return journeys!). It then transpired that the original ticket fee is not offset against the new tickets (which, needless to say, were much... (read more)
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★★★★★
“Understanding customer service!”
Written on: 19/01/2013 by verysatisfiedwiththetrainline
Whilst booking tickets to go and visit my Mum, I got a bit distracted (I was on the phone to her at the same time!) and accidentally booked the return ticket for the following month instead of the next day. Normally changing this would incur a £10 per ticket fee, but I immediately e-mailed the customer service team explaining my mistake and asking them to refund the tickets. I got a very understanding and comprehensive e-mail back from Pradeep Chettri (who I also see mentioned in another... (read more)
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★☆☆☆☆
“they sold me tickets for train which doesn't exist”
Written on: 15/01/2013 by Anastasiia
They sold me 2 tickets for train for 26th of December 2012 from Edinburgh to London. I was in Edinburgh on holiday with my husband and when we came to the railway station to get back to London the station was closed. I called to the station information centre and they informed me there were no trains on 26th of December. Because of carelessness of thetrainline.com I had to go to the airport and buy last-minute very expensive tickets. When I contacted thetrainline.com. after two weeks of... (read more)
Visit thetrainline.comIdontwantausernameonthissite's Response to Anastasiia's Review
Written on: 14/02/2013
The same thing happened to me on a different route at a different time. Not impressed.
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★★★★★
“Printing tickets”
Written on: 14/01/2013
e-mailed the website and within two hours Pradeep Chettri had sent me my tickets in PDF form to print out. Great support and communication as my problem was handled. (read more)
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★★★★☆
“Stressss free travel ”
Written on: 09/01/2013 by Hayleyweedon
I have used Trainline a number of times, all with no problem and trouble free. The staff at the call centre are helpful and polite. I always use this service. They listen to what you want and always have a good price. If my tickets are posted I get them in good time,. Otherwise I collect them from the train station only a few hours after ordering them. Great and well done ... (read more)
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Showing 31 - 40 of 167 Reviews
★★★★★
“stresssssssss free journey fantastic”
Written on: 05/01/2013 by christosh (1 review written)
will use the train everytime from now on booking your train journey was easy and tickets arrived with in couple of days journey was fantastic i usually drive to york and then trying to find parking is impossible and very stressfull taking the train took all the stress away and trains were on time each way very pleased with the service. (read more)
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★☆☆☆☆
“Cowboys”
Written on: 24/12/2012 by abcd1
Bought 3 train tickets 10 days ago for delivery by 1st class post. Still have not turned up. Phoned their call centre. They have not got a clue. I was advised it was not their fault and I could not get a refund as it was Royal mail's fault. Therefore I have ended up paying £75 for no train tickets. Will never use them again. Prices look cheap but customer service is very poor. If this review allowed I would have not even given them a score of 1 it would have been zero! (read more)
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★★★★★
“On line live service- BRILLIANT”
Written on: 07/12/2012
I booked some tickets a few months back and realised I had not had email confirmation. Ili decided to contact the train line to see if they could help. Waste of time I thought there are no real people on the end of the phone. So here we go let's press the "contact us" section oh yes, same old application give us your details and submit them and we'll get back to you! ......As if! Hang on a minute, what's this? Chat to a live person on line - surely not. But surely yes! As soon as I'd pressed... (read more)
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★★★★☆
“Travelling by train”
Written on: 28/11/2012 by Travelnut1954.
Booked return tickets from Aberdeen to Liverpool and was delighted when I found the whole journey very comfortable and enjoyable. Booked on line and received the tickets promptly. The trip down and back was completely stress free with little time between changes so didn't get bored or cold. Seats were reserved free of charge on most of the trains. Those that we were unable to reserve we managed to find a seat quite easily. We also enjoyed a drink and a snack while enjoying the countryside.... (read more)
Visit thetrainline.comVictorvaughan.wanadoo.co.uk's Response to Travelnut1954.'s Review
Written on: 29/11/2012
travelled saturday 24 november 2012 crewe/reading train on time seats reserved excellent service on board train spotless arrived at reading on time to the minute well satisfied
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★★★★★
“Easy and convenient”
Written on: 25/11/2012 by loobylou299 (1 review written)
It was great getting our tickets to Inverness online and getting them posted out first class. Would definitely do this again. Was lovely and relaxing. My husband even enjoyed the trip, we usually go by car, but he could just chill, read the paper and eventually had a wee g and t. Different on way back from Inverness to Aberdeen on Sunday 25th November 12.30 train. It was miserable, wet and cold outside and inside the train was even colder. Everyone had to sit with their coats and... (read more)
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★★★★☆
“Great Experience”
Written on: 17/11/2012
From ordering the tickets on line with great ease to receiving them very quickly by post & the journey itself which went very smoothly Maybe I was just lucky but I will definitely use The Train Line for my next journey (read more)
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★☆☆☆☆
“DAYLIGHT ROBBERY!”
Written on: 09/11/2012
We bought 3 tickets to our destination, and another 3 return for 2 weeks later. Total cost of £79. 2 adults and 1 child. Then we had to change the return journey as I put the date in wrong online. Human error. So, I phoned Trainline and had to pay another £55 to get new tickets and await a measly £36 refund! Disgusting. Now we find we are unable to make the trip and are told by an ignorant, hard to understand operative that we have to pay £10 per person per trip and we can change the... (read more)
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★★★★☆
“Easy and good value but seat numbers not reserved”
Written on: 07/11/2012
Bought a return ticket for our daughter from Tiverton to Plymouth. However (our fault) we forgot to print the tickets out - only had the confirmation info. Had to buy a one way ticket from Tiverton station which cost us the same as the whole journey through Trainline!! Needless to say the return ticket was printed out in good time. All went smoothly, although the seat allocated on the ticket was not marked 'reserved' so not sure what would have happened had it been occupied and the train was... (read more)
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★★★★☆
“missed train”
Written on: 07/11/2012 by wicky62 (1 review written)
I purcheaed a ticket from you but due to traffic I missed the train,went to ticket office but was told that the ticket I purchesed from you was not transferable onto a later train so had to buy another ticket, why are your tickets not transferable but tickets bought on the day are thank you (read more)
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★★★★★
“grate service”
Written on: 02/11/2012
From start to finish it was so easy and quick . and so cheep. it was a plesant and stress free way for my it was a better way to do my jurney than on the motor way. in fact i was one hour ahead of my sceduel , so it was a much quicker way i will most deffinatley do it again , it would have cost me 3 times the amount in fuel if i went by car so i made agood saveing , ( more money for my holliday ) Thank you Train line . Com (read more)
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Showing 41 - 50 of 167 Reviews
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Thetrainline.com's Comment
Written on: 13/05/2013
Hi,
I would be happy to have a chat with you about this one, I don’t have your contact details, but if you have a twitter account and can drop us a tweet @thetrainline I am tweeting today and would be happy to give you a call?
If you just drop us over a tweet letting me know that it is you and we can take it from there?
Will