Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 601 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 601 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

“Yes its like a legal spam... I was going to head out to Bilbao then I was told about the Covid 19 restrictions and how Spain has regions which we were not allowed to step out of our region other Wise when arriving you would be stopped by the cops and they would ask for a "proper reason" (Im just a tourist).Knowing that I decided with the" 48 hour "Grace period all would be fine and I would set myh 144 euros back.. WELL NO AFTER A MONTH OF FINDING OUT HOW TO DO IT THEY SAY THEY WILL ONLY GIVE ME A REFUND OF 10 EUROS. this is a spam and should be ilegal ...There should be notificaciones otherwise you are being compliant to people breaking restricitons as a business you should warn people because they are at risk of loosing money during these harsh times. Trainline does not care about the customers and there is no respect ...avoid and save your money, time and dignity.”

Helpful Report

Posted 4 years ago

“Will never use trainline ever again. I purchased 3 adult and 3 children and a 3 year family railcard to go to London for Christmas shopping but of course could not go due to tier 4 covid restrictions. I applied for a full refund and they would only refund for 5 tickets and not 6 as I should of sent them by registered post. They short changed me by £55 as they said they only have 5 tickets when I know quite well I put 6 tickets in the post which I tried to explain numerous times by email but they kept saying I should of registered the tickets in post. I explained numerous times you evidently received the tickets hence why you only part refunded. I did not expect to be refunded for the 3 year family railcard as I know hopefully I will be able to use it. The customer service is diabolical and I feel robbed of £55 which they don't seem to care or even acknowledge that we are all suffering in this pandemic. I will never use Trainline again. Do not buy from this fraudulent company as they only want your money and how they get away with it I don't know.”

Helpful Report

Posted 4 years ago

“SCAM DE PLATAFORMA A EVITAR!!!!! Compré billetes de tren en esta plataforma, dado que aparecían más baratos. Grave error. Tras los recientes acontecimientos, les pedí que me ayudaran con el cambio del billete, ya que fue cancelado el tren. Ignoraron mi petición y pidieron un reembolso para quedarse con parte del reembolso, así mismo, impidiendo que pudiera cambiar el tren. Les he informado que les voy a denunciar y compartir mi experiencia con quien falte para que dejen que utilizar estos comportamientos deshonestos, son una banda de estafadores en momentos difíciles como los que estamos viviendo.”

Helpful Report

Posted 4 years ago

“I live in a Tier 4 area & i was due to travel to Manchester tomorrow, i have tried to amend my date of travel (at a cost of £10 per ticket+ £40!!!) the website will not allow this, i applied for a refund yet again the website will not approve. I have just ended a call as i have been on 'hold' for 65 mins & still 22nd in the que! This company is useless, no ethics, no interest in peoples safety in preventing the spread of the virus. I agree with other reviewers - DO NOT BOOK WITH TRAINLINE THEY ARE A LYING CON MERCHANTS.”

Helpful Report

Posted 4 years ago

“AVOID TRAINLINE. Words can't describe how poor and dishonest trainline really are. From start to finish I've had nothing but trouble and lies from them and weeks down the line I'm still chasing them for my refund, a refund which they have charged me £10 for administration which is disgusting I would strongly advice and beg anybody who needs to book train tickets in advance to use one of the other services which I have used and have never had a single issue with. ABSOLUTE DISGRACEFUL!!!!!”

Helpful Report

Posted 4 years ago

“WARNING: Trainline puts travellers lives in danger. They will keep travellers money even if they cannot travel due to Government Health and Safety policy during Covid-19. In my case, now that London is in tier 4 I can't even leave my local area nor I know when will I be able to travel again. Trainline said they will not refund me and that I can still take my train so basically they are ignoring the urgency of the situation and forcing people to break the Government rules and even spread the virus! with people dying and getting sick right and left!!! Do you want to travel with a Company prefers to get your money even if you die and cause other people's deaths? I am never booking with them again. Stay safe and book with a considerate, reasonable and law abiding Company instead.”

Helpful Report

Posted 4 years ago

“2p per min customer service, put me on hold for another 10min so she can ‘start her computer’, charging a cancellation fee when government guidance has instructed us not to travel as London has been moved to tier 3 COVID risk and the call centre did not seem to understand what was going on. I feel like I have been robbed during this unpleasant situation. This is by far the poorest customer service I’ve experienced as she did not even realise she was talking to a trainline customer.”

Helpful Report

Posted 4 years ago

“Disgusting Scam company and would advise people to be AWARE and avoid if possible. As a plate driver sometimes tickets bought in advance are not needed due to the nature of my work. My account was suspended as I had made a few refunds and when questioned I informed them with the above information. Weeks later my account was reactivated and all 9f a sudden I have received a n email from Northern rail stating I had made 3 refund request in 12 weeks. 2 of the tickets were partially scanned. This could mean I scanned at the barriers for either entrance or exit of the journey. Firstly you cannot claim a refund if part of the journey has been made as its registered through Trainline. A total of £33 was refunded in 12 weeks.now I have been fined for the amount above plus administration fees which totals £190. With no breakdown or evidence to show. The crumbling Northern rail is just as bad. Please DO NOT USE THIS COMPANY”

Helpful Report

Posted 4 years ago

“Not even been able to refund me a single ticket booked on the Internet. Terrible customer service which basically never understand anything.”

Helpful Report

Posted 4 years ago

“Really poor service. You spend more trying to book tickets or change them than the actual train journey would take. Website never works properly either”

Helpful Report

Posted 5 years ago

“I paid £6.15 for a return ticket l had to cancel due to an high temperature l was told l would get £2.85 back it's disgusting a 66 year old disabled pensioner getting ripped off. l can't help being ill would they rather I travelled and spread covid it's over half what l paid train line are thieves”

Helpful Report

Posted 5 years ago

“I had an high temperature and was advised to isolate l asked for a refund of £6.15 l paid 30p booking fee and £5.85 l was told l could have £2.85 back £3.00 was being taken for administration it's disgusting train line are thieves they should be closed down l don't believe they can take over half my money lm a 66 year old disabled pensioner you can't help being ill l should have been given a full refund not less then half”

Helpful Report

Posted 5 years ago

“Absolutely terrible customer service! Pretty much useless! would much rather download and buy tickets directly from the trains themselves and their websites as they're cheaper that train line and have better services!”

Helpful Report

Posted 5 years ago

“Terrible costumer service. After having bought a ticket, a double deduction was made from my creditcard. Trainline didnt want to correct their fault and i never saw my money again. Costumer service hardly impossible to get in touch with. Suggest to stay away from Trainline.”

Helpful Report

Posted 5 years ago

“Must unhelpful staff wrong information given book direct with the train company”

Helpful Report

Posted 5 years ago

“Bought a ticket for Bristol to Gatwick in advance. Several weeks later I get an email telling me my journey has been cancelled with no explanation or apology. Because of the ticket type I am not entitled to a refund, only alternative times which cost more than DOUBLE my original ticket. I called. Busy. Advised to use online chat, so I did. Also busy. I am NEVER using these clowns EVER again. False economy. Avoid!!”

Helpful Report

Posted 5 years ago

“Very bad customer service... wrong information emailed and given by the team... refused to give refund or compensation for the tickets because of close of station... the team is not willing to help... please never book from trainline... they only know to say they are retailers and can't do anything... its better to book from the train station that from this service provider who dont care if something goes wrong... the team bad...very bad”

Helpful Report

Posted 5 years ago

“"Open return" button resets on changes, resulting in charges at the station. If you select open return then change another setting, the open return gets unselected. Multiple times this has resulted in train staff trying to make me pay for another ticket, in which case I have, & will continue to push passed the rail staff in order to leave the station. If one of your staff tries to rip me off again, they will get hurt.”

Helpful Report

Posted 5 years ago

“Booked Ist class ticket from erth to reading only one 1st carriage no seat ! And no social distancing ! Got off train and my daughter drove me home ! U sold tickets knowing 1st full already !!!”

Helpful Report

Posted 5 years ago

“I booked a first class ticket on trainline from Stafford to London Euston, filled out seat reservation and when I paid it came back nor seat reserved!!! I have emailed you 4 time with no response, are just interested in taking money and not interested in customer service?”

Helpful Report

Posted 5 years ago

Trainline is rated 1.2 based on 601 reviews