Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 578 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 578 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 20%
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 21st November 2024

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

“thieves.first and last time”

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Posted 3 years ago

“Having not used for over a year obviously- yesterday machine didn’t recognise my passcode to collect ticket. Same last year for most of my family when arriving at station, booths shut mid morning as usual.”

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Posted 3 years ago

“Southend to Scarborough 256 pounds West Ham to Scarborough 138 pounds Trainline absolute thieves How does it feel to steal money from ordinary people?”

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Posted 3 years ago

“Ridiculous. Can’t get a refund for a train that was cancelled so had to get taxi.”

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Posted 3 years ago

“Absolute scam!!!! Charged me for 1st class from Liverpool to Cardiff. Only to find out NONE of my legs were 1st class. Absolute scam! I then complained to Trainline and they responded with “ take it up with welsh trains” and “1st part of your leg wasn’t 1st class” YOU sold me a 1st class ticket for £155 and there was NO part of ANY legs that were 1st class! NO I won’t take it up with them I’ll take you to trading standards instead. Scum of the earth rip off and a scam! They’ve tried to hide behind the fact a tiny segment says no 1st class available foe the journey. Now I may be simple minded here but if no legs are 1sg class as per your own logic, then why are you mis selling and mis advertising a 1st class ticket???? I wonder why!?”

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Posted 3 years ago

“Got price of £6.70 for a journey then added a railcard for exact same journey price had dropped to £4.40 but below that was a price of £13.20, therefore implying a larger saving than it was. It did the same on another journey I tried just to check if it was a one off. Not good.”

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Posted 3 years ago

“I bought a senior railcard, but can’t use the app as it calls for a higher iOS. I couldn’t log in to the website, or find a way to change my password. When I eventually got in using my Apple ID, I couldn’t get the tickets I wanted because of an ‘error’. When I asked on chat for a refund of the senior railcard I was told that I couldn’t get one and also that they couldn’t give me advice about the app.”

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Posted 3 years ago

“The last couple of journeys on Trainline were bad but at least I paid very little. I took the train from Cardiff to Birmingham. No guard was there, no one cared for sitting in allocated seats, people took off masks, one guy rolled up cannabis. When i complained, they told me there is always a guard on a train. No compensation as they say nothing was wrong with the journey. Well where the hell is the guard? They are too afraid to walk down the train and I never felt more unsafe. And looking at prices from Leeds to Birmingham, I could fly to New York. I am disgusted they say 'yes some stations, people just get one without tickets and we rely on them socially distancing'. Excuse me? Is that how it works now??? Everyone is supposed to just follow rules and it is my job to report them? hell no. I always felt safe on a coach as the driver is strict and as soon as the routes begin again, I would always take a coach. The trainline are a disgrace. This is a pandemic, which adds to the stress.”

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Posted 4 years ago

“STOP CANCELLING TRAINS AT THE LAST MINUTE OR WHEN I AM ALREADY ON THE TRAIN! YOU ARE MESSING UP PEOPLE'S DAILY COMMITTMENTS! 🖕🖕🖕🖕🖕”

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Posted 4 years ago

“Terrible company, they told me that "Super Off Peak" was refundable over the phone. Surprise.... It isn't. They are misleading. Please book directly with LNER or the actual train service instead. Save yourself money.”

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Posted 4 years ago

“Got an email from trainline at 0730 to inform me my 1110 from Birmingham international to Shrewsbury was cancelled and said I could apply for a refund when I did they charged £7.50 administration fee , but then I found out the train was actually running, think it will be booking at the station direct from now on”

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Posted 4 years ago

“GARBAGE. Absolutely disgusting. Trains are always delayed. Someone else should take over.”

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Posted 4 years ago

“This company should be punished. Never got refunded from a train ticket, while the train didn't even exist. Général boycott has already begun in France.”

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Posted 4 years ago

“More expensive than buying at the station don't waste your time.”

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Posted 4 years ago

“Wish I would of read the reviews first but thought in 2021 purchasing a train ticket would be straight forward. They refuse to refund my unused tickets at no fault of my own as train station staff said I will get a refund because they wouldn't exempt my trainline ticket so had to purchase same tickets at station again. I had confirmation in an email Trainline customer support sent me that my online tickets had not been used, so proves my point of not using my paid online tickets from trainline so purchasing new ones again was the only option, they asked for the second physical tickets and the weather on the day I was travelling, the train drivers favourite colour etc! They have strict policies about refunds they say because they are con artists that reply with generic responses and typical call center service bullsh*! t”

Helpful Report

Posted 4 years ago

“Terrible customer service, bad experience, handled my cancelled train terribly. Don’t spend your money on them.”

Helpful Report

Posted 4 years ago

“Appalling service, utterly incompetent, still waiting to hear back regarding the refund they owe and they are refusing to communicate. And they employ people who are barely literate, e.g. when my girlfriend was spelling her name to them on the phone, we had to spend ages explaining the concept of an apostrophe to them.. do not use this company”

Helpful Report

Posted 4 years ago

“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

Trainline is rated 1.2 based on 578 reviews