“I’m never using Trainline again unfortunately. I booked tickets for the clients travelling from Exeter to liverpool costing £400. Trainline then accidentally cancelled and said they’d were refunding the tickets. Called me to apologise, I asked could they just reinstate them as I didn’t have time to rebook. They said no, I would have to rebook. I then had the inconvenience of rebooking at another £400, meaning I’d then paid £800. The refund never came through and when I chased it turns out my clients had accidentally scanned the original tickets coming and the replacement ones coming back, so now I can only get a partial refund on the unused tickets, meaning I’m £90 out of pocket. Had they been honest at the time and told me the original tickets would still work, therefore stopping the refund process, I would never have purchased replacements. At the time I just didn’t want to risk them being refused on the train. Customer service was shocking. Their mistake resulted in me having the inconvenience of rebooking the tickets, at an additional £400, which will have taken nearly 1 month before I get £300 back for unscanned tickets, leaning me out of pocket nearly £100 due to their error. So lesson is if you do cancel tickets and decide you still need them just use them and they will still work. Don’t bother rebooking.”
“I’ve been waiting for a refund for two tickets since December (now Feb). Refund was due to strike.
One of the tickets did get refunded in late January, but a month on and the second yet to be refunded.
Customer service also have two key issues. The first is that the detail in an email thread is cut off after a few exchanges, so you have to keep writing (or copying and pasting) the history back in.
The second is that they seem to deliberately misunderstand a conversation for their benefit. At certain points in their saga I was told I was not owed a refund l, until I brought up points from previous emails and then, lo and behold, it will be processed.
Except the second one hasn’t been.
Grave situation, would avoid all bookings with this company in the future.”
“Trainline had a problem with their app that told me I could pick up a ticket from Tottenham court station. It was wrong, so I couldn’t get my ticket. When I requested a refund, I got £2 back… so I contacted them and said that it was their mistake and I expected a full refund since I had to buy my own train ticket anyway. They then fixed the issue and told me that is was never an issue in the first place and that I was wrong… I am outraged”
“I was told I would get a refund when changing the time of a train. It said the refund would be £55.60 and the cost of the new ticket was £55.60, effectively free. I paid the cost but they won't refund the money. I have been back and forth with customer service emails with them just repeating the same thing and not answering any questions. You can't ring and speak to anyone. I have used them for years but will now go direct to the train companies.”
“dont buy tickets directly with them, do it with the train companies. There isn't any advantage and furthermore they dont help you with the changes, adding an extra cost for the handling, something which is out of the train companies' policies”
“Paid £36 for a ticket, the ap glitches out and didn't proceed to give me my ticket, although it had already taken my money. Tried to get a refund, they said they'd charge me £10 service charge. I said no to that, they said they'd refund the full amount, and yet all they refunded was the £10 service charge, and they forced me to close the dispute before sending it, meaning its now even more complicated raising a dispute about this issue. All set up to be as inconvenient as possible, hoping that people won't even bother going through the process”
“Disgraceful service! Will NEVER use again and will tell everyone I possibly can. Profiteering and greed come to mind. I hope a Trainline employee reads this and feels some shame. Tried to refund £12 ticket, told £9 ‘admin’ fee, then refused refund anyway. Laughable. From a pensioner ripped off”
“This company is an absolute disgrace. I booked a £12.20 trip with them and my plans suddenly changed so asked for a refund within a couple of minutes and they charged me £9 for an administration fee. I very rarely complain about anything but this has made my blood boil. Never again...”
“Is it actually possible to get a refund from these idiots? Outward train was delayed indefinitely and the one back was cancelled but it doesn't seem to want to give me any refund. That's just robbery.”
“Owing to my train being cancelled on the 13 December owing to a train strike I returned the tickets etc before Xmas but am still waiting for a refund will not use Trainline again.”
“If I could give 0 stars I would. Customer service absolutely abysmal! They did not properly know or understand their own T&Cs about ticket transfer. I made a complaint about this 6 weeks ago, and have not received a response. Whenever I check with the customer service phone line I am told that they are looking into it, but it seems more likely it is being ignored until I give up. And I cannot see an alternative phone number at Trainline HQ to escalate the complaint. Appalling and I won't be using them again.”
“I had a terrible experience. I was debited twice of £23 in October, 2022 and till now 4th Jan.2023 no refund. I have made several charged calls even till this afternoon to trainline, coach, national express. All of them kept tossing me, muting the call for over 24minutes and still no one could answer me. The customer service is fucked up, they all need to under go professional trainings. I have not been refunded in summary, very annoying!!!!!”
“If there was less than a star review I would give them a minus star. No refunds for cancelled trains, train routes not taken nothing .!! Avoid at all cost book directly with the train provider. Worst service ever”
“Customer service seems to be totally illiterate and unable to comprehend any of the basic issue I have. Weeks of Faysal from their team being unable to assist, because he's not able to understand what I am asking.”
“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.”
“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”
