“DO NOT USE! Use the national(s) provider(s) instead. I got 700 euros taken from this app, because of transaction that THEY CANCELLED and my holiday money was just gone. Note: If you have any pb YOU CAN NOT CALL THEM. By using this service you are playing at the Russian Roulette....and it was always good for me until that day happened....... Bayern -Paris cost me so far 1000 euros because they charge you on unsuccessful booking and then you have to wait and wait for your refund...👎”
“Booked on Trainline When Avanti removed our train from timetable Trainline said we could rebook on a later train or cancel for a refund. They made no effort to put us on a slightly earlier train which we did by cancelling Trainline and booking direct at same cost. They didn't refund the booking fee of £1.99 even though they didn't supply the service. It's the principle so it's the last time they get my business for non existent service and inappropriate charging.”
“Terrible service, the Trainline app is a scam. Customer service representative are not helpful when mistakes are made through them. Tickets booked through Train app are non refundable even when they make a mistake. Very annoyed with the outcome of what happened.”
“Rubbish.., Rubbish ..Rubbish company..I back from holiday early morning.with 3 children ..2 of them are disabled...the same day train was cancelled at 6am..I couldn't believe..give me so much stress..also still waiting for tickets refund..that was at 5th of August..not recommend company at all!!!”
“Booked 3 x 1st class tickets on the 18th July 2022, journey cancelled minutes after I booked, I rang and I was told a full refund would be given back within 5 days, several phone calls later to people who can barely speak English and I still have not received my refund, absolutely disgusting service don’t use this operation”
“I booked a ticket from London to tunbridge wells, the train was cancelled due to a fire at London Bridge and no future trains that day seem to be running.
I got an email saying I would get a refund. However they were taking £10.00 administration fee.
This is outrageous, this wasn’t my fault, service was really slow from Trainline
Feel totally ripped off. Will never use them again”
“One of the worst customer service experiences I have ever encountered. Mistakenly ordered online two sets of tickets instead of one. Instantly realised my error, but there was no way of unpicking it. Six weeks and countless emails later, and having been asked to email my tickets to an office in Edinburgh, I still have no refund. And on top of it all I have to pay a refund charge!”
“This company has stolen my money.
App didn't work on the day, tried to get it fixed but trainline didn't know what had happened and I had to purchase new tickets to get where I was going.
I complained about this after my journey and trainline has refused refunding after 7 months of discussing it with very unhelpful customer services.”
“Never use this company, trains get cancelled which I understand is out of there control however this company keeps your money and no refund is given. Very poor customer service nobody ever wants to deal with the issue or feeds you false information”
“Found booking system very confusing .made mistake with return dates somehow tickets did not appear on app . Spoke to customersupport who organised refund promptly although found the whole experience very confusing !!”
“Found booking system very confusing .made mistake with return dates somehow tickets did not appear on app . Spoke to customersupport who organised refund promptly although found the whole experience very confusing !!”
“Trainline is the worst company ever. They will charge you a fee for your booking and then if there's an issue they won't take responsibility about it. My train got cancelled and they never helped me, they keep on sending me to complain with the train line (who NEVER ever responded)”
“I recently posted a review about Trainline that was based on my own experiences, and as the saga continues, Trainline just get worse. I booked 3 tickets with Trainline, combined price £36:70. Because of the industrial action taken by the RMT on the day I was due to travel, I had to change my bookings so that I could travel on the day before I was due too. I attempted to get a refund for the three tickets, Trainline said that in order to get a refund, I would have to send my tickets to them in Edinburgh. This I did. I sent the tickets back via registered post as they suggested. One ticket cost me £18:60, one cost me £14:60, and the last one cost me £2:50. I have received a refund for £18:60, and after complaining, I have received another refund for £2:50. I’m now waiting for the final refund for £14:60. Trainline are a mess and the sooner this company is shown the door, the better.”
“absolutely gutted, we just bought a £209 ticket on trainline and it changed the date at checkout. It’s now saying it’s unrefundable, such a rip-off, never using this service again”
“Dreadful service. Etickets did not go onto my account - had to buy more tickets to travel. Customer service pretty useless took 2 days to get any response- did not speak English. No response to written complaint- still waiting for refund - no compensation. Buy direct from train company - not this scam.”
“I was buying a train ticket back home on the Trainline app, and the app by default chose the "same day return" option. I didn't realise that and I bought a return ticket accidentally.Once I noticed it, I called their customer service for a refund, so I can purchase a new single ticket. Maria (the customer agent) on the phone told me only way she could refund the ticket is if I get a new ticket. Then she found a "single one-way" train ticket to home for me which also worked for my schedule. She told me to buy that, so she could refund the money for that accidental return ticket. I did buy it as this was the ticket I was intending to buy from the start anwway, and she promised that this was the only way she'd refund the ticket. It has been 2 MONTHS and 2 weeks and I still haven't received a refund. And I have emailed trainline, 13 TIMES over this period, and they always said they are working on it, then they completely stopped replying..
I'm currently trying to get my money back from Trainline with the help of my bank!”
“Terrible customer service Would give zero stars if I could!!
Bought 4 return tickets at start of June for 150th golf Open at St Andrew from Dundee. Thereafter advised to cancel tickets due to rail strike. Did so and forwarded tickets recorded delivery which they received soon after. Waited for a while and contacted them on 21st July to ask for update why no money had been returned into my account. Told a backlog but would receive payment back into my account(minus booking fee!) within 3 working days.
Waited AGAIN for a while after still no refund! Contacted them once more on 5th August to be told that still a delay although I am now a HIGH PRIORITY case
I'm not holding my breathe!
I'm a patient person but c'mon Trainline
I look forward to your reply”
“Worst customer service ever ! It seems that if you buy a multiple ticket journey, and one part is cancelled by the train company (Thalys), you can not get a refund for the cancelled part. Wrote to the customer service but they ignore my request. I will never buy again through Trainline !!!!!!!”
