Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Trainline Reviews

1.2 Rating 548 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

1.2

Based on 548 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 15%
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.

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Posted 1 year ago

“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.”

Posted 1 year ago

“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!!!”

Posted 1 year ago

“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”

Posted 1 year ago

“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”

Posted 1 year ago

“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!”

Posted 1 year ago

“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.”

Posted 1 year ago

“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”

Posted 1 year ago

“Insurance promises Cancellation refund in case of an emergency - no refund given when I had to cancel.”

Posted 1 year ago

“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 !!”

Posted 1 year ago

“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 !!”

Posted 1 year ago

“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)”

Posted 1 year ago

“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.”

Trainline 1 star review on 16th August 2022

Posted 1 year ago

“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”

Posted 1 year ago

“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.”

Posted 1 year ago

“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!”

Trainline 1 star review on 10th August 2022

Posted 1 year ago

“Booked tickets from the wrong station. When I requested a refund 5 minutes later I was told there would be a £10 admin fee. What a joke”

Posted 1 year ago

“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”

Posted 1 year ago

“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 !!!!!!!”

Posted 1 year ago

“Appreciate these are difficult & testing times with the ongoing strikes etc., however the customer sales support is extremely poor with no real support other than to palm you off to the individual train company itself, this is after Trainline sold you the tickets they take absolutely zero responsibility for this. It also takes 1 month to have cancelled train ticket monies returned, funny it takes a matter of seconds to take it but a month to return it? Never again will I use Trainline!”

Posted 1 year ago

«
1
2
...
7
8
9
10
11
»

Trainline is rated 1.2 based on 548 reviews