Trainline Reviews

Name: Trainline
Rating: 1.21

1.2 Rating 582 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 582 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 18%
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 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

“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 1 week ago

“All thanks to your firm”

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Posted 2 weeks 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 2 weeks 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 4 weeks 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 1 month 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 1 month 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 2 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 2 months ago

“Horrible support, only care about taking their cut over your booking. No help what so ever when a refund is required due to a wrong booking, not even when the correct train, for the same date and time, is booked through their platform as well. Utterly useless, I would strongly recommend to book with the train company directly, I'll know I'll be doing that.”

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Posted 4 months ago

“I am due to trsvel to Newcastle from Newark today then travel back tomorrow. However LNER have cancelled all trains tomorrow due to MET. office storm warnings! I cannot trvel any other day so I will now be driving there and back. There is no way for me to get a refund, why? BTW, I wouldn't even give you one star! 😡 I will not use your service again as this has happened before when I couldn't travel due to surgery!”

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Posted 4 months ago

“I tried to get the last train back home but the app refused to work qnd everytime I looked back the price went from 6.20 to 6.80 and then 7.20 and after all that price changing it said unavailable to buy. Since I relied on trainline to get me home I had to wait until morning to get the next train home”

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Posted 4 months ago

“I bought a ticket to London and paid Trainline £135. I am currently on the train, the conductor is saying its not a valid ticket as Trainline haven't sent a QR code with the email. I have tried to download the trainline app but it doesn't work. So I am now being told by GWR that I'll have to buy another ticket. I am utterly shocked at the messy and unnecessarily complicated IT information from Trainline. A simple e mail with a QR code isn't difficult. Absolutely disgusting service, will not use again.”

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Posted 5 months ago

“We had purchased train tickets through Trainline for December 08,2024 @ 10:47, travelling from Lamballe, France to Paris, France for a total of 214.20 euros. The train was cancelled due to an electrical issue on the track, we found out once arriving at the station. In trying to get a refund, we have been denied several times. Not our problem as we were at the station ready to board. Not impressed!! Be sure to buy from a reliable source!”

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Posted 5 months ago

“Travel a lot for work, however due to the nature of this I have to frequently rearrange trains. As such, I frequently get RR1 errors on refunds for tickets I don’t use (travel plans change is a legitimate reason for refund on their app), meaning I have to phone up to sort out, usually resulting in no refund. The app is so close to being usable however going forward I will just book on the day at the station which ultimately will cost my employer (although probably equals out with the amount of denied refunds) but means these cowboys won’t get any money.”

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Posted 6 months ago

“Awful service my trains were cancelled today and need to refund tickets. Can't do at train station need to send tickets back to trainline in scotland even though the tickets have no monetary value and can't be used as only valid today. Clear making refunds as hard as possible. Plus I've been charged for the privilege!! Switching to uber who now do train tickets.”

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Posted 6 months ago

“Finally, I can now heave a sigh of relief. Special thanks to digitalcyberforensics.org .After losing my money to an online investment I did, it felt like all was over for me. Little did I know that my guardian angels would send them my way. Thank you, digitalcyberforensics.org and your wonderful team, for the work you guys put in to recover my lost $86,000 in ethereum. I am forever grateful.”

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Posted 6 months ago

“Actually deserve 0 star !! Paid 2 tickets from Leicester to London (150 pounds) and no seat available!!! What's a joke paying this amount and no seat for 1 hours and half !!! Never ever again next time I will travel by bus at least with a seat !!”

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Posted 7 months ago

“I have been trying to get a refund on a train ticket I cancelled before departure back on Wednesday 6th April 2022 (booking ref: 542581515021). It is stuck in "processing" for over two years, and yet when I try to contact customer service through their official means, it does not recognise the reference number. This is not the first problem I have had with them, nor the most egregious. I am convinced the only thing this company delivers is dissatisfaction, because that has been its most reliably delivered product.”

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Posted 7 months ago

“No customer service at all. Would like to warn all potential future users”

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Posted 7 months ago

“Very unhelpful . Zero customer service. Will book directly in future.”

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Posted 7 months ago

Trainline is rated 1.2 based on 582 reviews