Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 594 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 594 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Trainline 1 star review on 23rd June 2025

(FREDMERCY 3 4 7 AT GMAIL.COM) Help Me Recover My Lost Cryptocurrency From A Scam

Trainline 5 star review on 29th May 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“On July 30, 2025 I made a number of bookings relating to my travel arrangements in September of this year. I made a total of seven bookings, including flights, train and accommodation. Two were on Trainline. I only gave a cursory glance at the acknowledgements, but when I looked at my calender weeks later I saw one of my train bookings was out by a week. I tried to find out why the booking date was changed, because I am sure it was not the date that I booked for my journey. The app has a flow chart style issue resolver, but it just returns the message that the ticket is non-refundable and cannot be changed. I chose Trailine to make the booking because it is an English language company and I believed it would be easier in the event that I needed support for any issues. I tried several avenues to contact someone about the issue, but to no avail. I used an intermediary, PissedConsumer, to make contact with Trainline. They replied saying their system does not make those errors. I know I did not make the error. Their obstacles to communication and intransigence to accept that their system is at fault is infuriating. Trainline is fine until a situation like this crops up. My advice is to look at alternatives.”

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Posted 1 week ago

“I use train line all the the time . But this time we simply moved a train time for one journey on the same date from Walton on the Naze to Liverpool St and paid £40 admin charge. We accept there should be a charge but £40 on a £17 ticket ( £57) increase is criminal. To add insult to injury the new time was cheap rate and station and train was next to empty. Next time we will book direct .”

Helpful Report

Posted 1 week ago

“Poor customer care support; waisted € To sum up: Trainline works fine when everything goes smoothly — it’s simple and convenient. But the moment something goes wrong, it’s a different story. Customer support is unhelpful, indifferent, and overall very poor. Feels like a complete waste of money. The whole version: I used to think Trainline was great, but that changed after a frustrating booking issue. While purchasing a ticket, I applied a discount that the system confirmed. At first, Trainline told me the train operator (OUIGO) didn’t accept that type of discount... Even if their own platform accepted it. When I contacted OUIGO directly, they confirmed they do accept it — and later, a Trainline representative admitted the same over the phone. They could even see in their system that I had used the discount, yet for some reason, the platform didn’t apply it to the total price. I’ve now been waiting weeks for a resolution, but all I keep hearing is that the matter is “under investigation,” with no actual follow-up.”

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Posted 2 weeks ago

“I have always used Trainline and we have a railcard. Recently my husband had a stroke and I stupidly booked tickets in the midst of it and made a mistake, realised straight away, called the number and the automated service said to do it online- which I did and was charged over £100 admin fee though the return train was staying the same! £100 to change 4 of us one way! I called the next day and was told had I called something would have been done for me!! Yet the automated service tells you to go online…I tried emailing but got very cold standard responses absolutely zero humanity. Great company as long as you don’t need any empathy at all”

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Posted 4 weeks ago

“Use only to see what trains are available and then book directly with the train company. Trainline will sell you a ticket, no cheaper, but you won’t know where the seat is and there will be no instructions to help you.”

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Posted 1 month ago

“Literally the worst customer experience I’ve ever had - I honestly think the whole app is a scam. Ran into issues with my booking and tried everything to rectify - messaged on WhatsApp, submitted 7 support forms that no one ever responded to. Called the call centre three times and was told a supervisor would call me back within 4 hours (was told this by Uwajl and Roshin) and I never received any call. I honestly can’t believe anyone would run a business this way. If you’re traveling Europe, and in particular booking from out of country I would avoid this service like the plague. There’s other much better options”

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Posted 1 month ago

“Losing $145,000 to a scam shattered me. I felt helpless and completely broken. That’s when I found Mrs. Mercy. Her team’s professionalism stood out right away. They didn’t sugarcoat anything—they gave me a clear roadmap and followed through with constant updates. I didn’t expect much, but they came through and recovered a large amount of what I lost. Their support made all the difference.”

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Posted 2 months ago

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Posted 2 months ago

“Ich konnte mein Handelskonto nach einer abgelehnten Auszahlungsanforderung nicht mehr aufrufen und war sehr besorgt, dass mein Investment verloren war. Doch dank Frau Olivia und ihrem Team konnte ich mein Geld schnell und unkompliziert zurückerhalten.”

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Posted 2 months ago

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Posted 2 months ago

“I have given one star because that was the minmum but it doesn't deserve that. I booked a journey and needed to amend it to add a bicycle. A message came up saying I couldn't amend it and would have to cancel and rebook, which I duly did. Then, despite having paid for the rebooking, I was charged a £5 administration fee for the original booking even though I followed the instructions and trainline advise that you can easily amend your booking. Yes you can but it costs which they fail to point out. I do not have the time and inclination to fight this any further for a fiver which is probably how they make their money> I will never use trainline again and will warn all my friends and family about theis sharp practice.”

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Posted 2 months ago

“How can you read SO MANY BAD REVIEWS and not address the problem...I used to use trainline...but now have changed as it is SO ANNOYING....whoever interfered with a perfectly good working app...SHOULD BE SACKED....stop just apologising and fix it.....”

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Posted 2 months ago

“We booked 2 tickets Budapest to Prague with Trainline June 2025, & not only did we pay over twice what the train stations charge, we weren’t allocated seats, so we had to keep changing seats as new passengers arrived on train in new stations. Very poor on an 6 hour train journey”

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Posted 2 months ago

“All thanks to your firm”

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Posted 2 months ago

“I bought tickets in the Trainline app and one of the trains in my journey was severely delayed. I was entitled for a refund for the full journey. Trainline requires a physical copy of all tickets in your journey for the refund. If you are not able to provide the physical copy it will not be refunded. I had to use the ticket of one of my legs in St Pancras Intl to get out, for crossing to Kings Cross. The ticket was not returned in the gate. That part of our journey was not refunded, even there was an evidence that I bought the ticket in the Trainline. Once you start the refund process, the tickets are blocked and cannot be printed out again in the machines. Keep this in mind when you buy tickets in the Trainline app or website, you need to provide a physical copy of your ticket for a refund.”

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Posted 3 months ago

“I want a full refund. Cancelled train was travelling for important work. Had to get a taxi. Expect a full refund will seek legal advice. Tried to get a refund but errors occur saying £86 refund is more than the admin fee… disgraceful.”

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Posted 3 months ago

“Do not buy tickets through Trainline for Italy. They will send you tickets which specifically say 'not valid for travel' useless in other words, and not proper tickets. Why would anyone buy a train ticket that you then can't use. You then have to spend a long time on the phone trying to get the proper tickets sent, which is what they should have done in the first place.”

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Posted 3 months ago

“I made a mistake while booking at trainline: booked twice. Found the problem 2+ months later, 2 days before the travel date. Trainline gracefully cancelled duplicated tickets with full refund - exemplary behavior for others”

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Posted 4 months ago

“Booked a journey from Halifax to Kings Cross for the 24/04/2025. Did not realise that at Leeds we only had 10 minutes to change for the London train. I am over 70, so we are concerned in case the train from Halifax to Leeds was late, so we tried to change that part of the journey. We were told that was not possible. We had to make a new booking for the full trip which would have been far more expensive. They refused to change the ticket for the short journey to Leeds. The actual cost of buying an earlier ticket for the short journey from Halifax one way is £5 for two. We have purchased a new ticket for the earlier train from Northern Rail. Beware if you need to change any part of your journey it will involve higher charges. We will not use Trainline again. The man from the call center in India could only say. "Computer say's No".”

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Posted 4 months ago

“Today received good response & service from Nikita on online “Trainline” app, very efficient to communicate with her on WhatsApp, she dealt with my problem immediately and efficiently, I’m grateful and wish online Trainline continue success!! Regards Lily London 18/3/25”

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Posted 5 months ago

Trainline is rated 1.2 based on 594 reviews