Trainline Reviews

Name: Trainline
Rating: 1.21

1.2 Rating 583 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 583 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

Visit Website

Write Your review

Tell us how Trainline made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Missed first train due to cancellation, which created domino effect for next two connecting trains. No way to get a hold of Trainline, and they did not fix it. Cost us double the price of original tickets since we had to buy new ones last minute, including another night of hotel and another days wage.”

Helpful Report

Posted 2 years ago

“Trains on strike and your company refused to give me a refund just robbing people”

Helpful Report

Posted 2 years ago

“TRAINLINE DOESNT REFUND PROPERLY,DONT BOOK WITH THEM, THEY CHARGE 80 % OF YOUR TICKET, THAT IS INSANE I booked a train from Toulouse to Bordeaux for 2 ways and same day, unfortunately, I couldn't go because once I book I could see => Mouvement social du 6 au 8 décembre 2022. I asked for a refund online in less than 8 hours, and they charge me 30 euros from 44 euros my total amount and they refund me only 14 euros. Thank you but from now you lost a regular Client, Well done you're earning in your loose Montant total : 44,00 € Refund charge for Trainlaine: 30 euros The refund total for the customer: is 14 euros That are a SHAME. Date of experience: 08/ 12, 2022”

Trainline 1 star review on 11th December 2022

Helpful Report

Posted 2 years ago

“5 months battling to get refund. Their systems do not work and their custom ethos is rotten to the core. They are not even members of the Rail Ombudsman so you have no recourse if they rip you offer. If you buy direct from the train operators you have far more protection”

Helpful Report

Posted 2 years ago

“Disgraceful, unable to travel due to Covid in the family December 2021, 12 tickets £620. Emailed, emailed and emailed and fobbed off with it’s up to the Swiss Railway company, then you must wait for 3 weeks for a decision. If you book through company it’s THEIR responsibility to process a refund or a credit, not shift the blame. Watch out people before you pay for your tickets!”

Helpful Report

Posted 2 years ago

“Awful service all they care about is money 💰 pre booked tickets paid over £55 and could hardly step foot on the train was sold wrong ticket first time round and charged £11 to cancel that”

Helpful Report

Posted 2 years ago

“Got in touch with Trainline re the awful journey home from Bath Spa requesting a refund. Full refund within 5 days of requesting same. First class service and very easy instructions.”

Helpful Report

Posted 2 years ago

“They gave me a day return instead of open return and would not engage with simply amending the date and time of the tickets which was exactly the same price meaning I had to buy a new ticket. You cannot contact them easily at all and when you do they are unhelpful. I've deleted my Trainline account.”

Helpful Report

Posted 2 years ago

“If you like complicated then book with trainline. The whole service is corrupt. Customers are expected to cover the cost of rescheduling tickets, even when they have booked insurance. There are so many loopholes they are clearly exploiting to sell you insurance. I booked a ticket with trainline and bought travel insurance. The train got cancelled and I was told I could travel on the next available train. This would not have got me to my destination in time, so I would have to book an earlier service. The earlier service cost an additional amount which trainline refused to pay because it was "out of their control and I would have to go through their insurance provider". When I went through the insurance provider, they refused to pay the claim because the cancellation did not leave me stranded because the ticket was not for a couple of days. I went back to trainline with this and their response was that I would have to contact the train company who cancelled (i.e Avanti west coast). Guess what, they wouldn't refund me because I booked through trainline and not them. Avoid this service and their terrible customer facing team like the plague”

Helpful Report

Posted 2 years ago

“i paid £50 for a ticket to my family home from London Liverpool st. I got mugged on the way and my very old phone was thrown on the floor and didn’t work. I did not end up using my Trainline ticket because my phone didn’t work. Even though I didn’t use the ticket, I cannot get a refund???? I am a 20 year old working class student who barely gets to see her parents. The customer service were so rude and obviously aren’t payed enough. I’d love a refund, it isn’t money I have to spare, I need it to pay for my flat let alone food. Disgusting company”

Helpful Report

Posted 2 years ago

“Avoid this company. They hide behind their “policy” and won’t ever issue a refund even when they can’t resolve an issue fast enough and you have to book a ticket with another company. Customer service is terrible.”

Helpful Report

Posted 2 years ago

“Don’t book first class to London as there are no first class coaches or seats”

Helpful Report

Posted 2 years ago

“Refund. As anyone had trouble getting a refund back from train line because of a train strike been waiting now about 4 weeks & keep getting fobed off saying it will be in my account in 5 working days as they now the tickets could not be used as their was no trains running as there was a train strike”

Helpful Report

Posted 2 years ago

“They withold your money and tell you its been refunded. Been chasing a refund for almost 2 months now with no sign of this payment being returned. But apparently I am the lier as according to them the money is in my account. Your system is a joke, your processes are a joke! I paid via my credit card and if my statements prove no money was returned then where the hell is my money!”

Helpful Report

Posted 2 years ago

“Stay away from these losers. Booked my tickets then they canceled a leg had to rebook at higher cost then they canceled another leg then printed two trips with the same date and no customer service they do not want to refund me for the unused ticket. I had to buy a ticket at the train station to make it back to Zurich. Buy direct from the rail company you do not need a middleman like Trainline it is cheaper”

Helpful Report

Posted 2 years ago

“ROBBERS, daylight robbery with the prices of tickets these days and the fact that you can only book a ticket a few days before you plan to travel. Stopping people visiting their families and absolutely robbing them when they have to!!!!!! Absolute disgrace I cannot believe this is allowed. I feel so sorry for people who hardly go anywhere these days because they cannot plan ahead and cannot simply afford it. Angry and upset doesn’t cut it!”

Helpful Report

Posted 2 years ago

“I bought a ticket and cancelled within 5 min on the same day. They said refund will be done ticket price was £19.70 refund was only £9.70 because £10 went toward admin fee!! Don’t you think this is a bit much. I don’t mind paying admin fee but make it reasonable and don’t rob the people that use your service.”

Helpful Report

Posted 2 years ago

“Their refund policy states: Ticket details Paris Gare de Lyon to Marseille St-Charles, Wed 19 Oct 2022 BUSINESS PREMIERE Exchange and refund free of charge up to 30 minutes after departure. From 30 minutes prior to departure, tickets can be exchanged up to two times (for the same day and the same journey), and are non-refundable after the first exchange. To take a different train, it must be exchanged. Guess what when you cancel they do not refund the entire trip cost... they keep a transaction fee that is not disclosed and that is called fraud... so if you have to cancel beware.”

Helpful Report

Posted 2 years ago

“I paid for 3 tickets for train with Trainline and finally it resulted there were not available. The company has send a refund of money but the conversion fee were about 100euros. What was not conform here, was the fact that Trainline has charged money instead of just blocked them on my account what is the standard procedure in similar cases. I do not recommend at all this service. I will fight for the refund as I find it very unfair to charge the Customer for the service which was not done at all.”

Helpful Report

Posted 2 years ago

“All Trainline need to do to resolve this issue is refund me fully because they won’t even transfer my error in putting the wrong date. There is no direct way of contacting Trainline and you are directed to webpages that get you nowhere and just frustrate you till you give up on claiming. Robbing bastards who have no customer care at all, nonsense. My day was ruined and Trainline seems to be devoid of any courtesy. It’s almost impossible to get hold of the company, no email addresses for customers service, no telephone numbers- just frustrating webpage that’s not helpful to anybody. Take the money and run is their policy.”

Helpful Report

Posted 2 years ago

Trainline is rated 1.2 based on 583 reviews