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

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 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

“Booked tickets via the app for a return from Stevenage to London Kings Cross. In the app it was showing as an open return ticket meaning I should’ve been able to travel back another day. I have two screenshots from the app where it clearly states open return. However this was a glitch and ‘type error’ and they actually booked a day return. I contacted them the next day to try and resolve the issue via their web chat when the open return ticket was not allowing me to book a return journey. However they refused to refund or book a replacement return ticket as I’d used the outgoing journey! Well yes, because I didn’t think there was a problem as it said open return! I travelled five minutes after booking on the app at the station, but they apparently expect you to not rely on the app to be accurate and instead either call them or read through the email confirmation before travelling. Makes a complete mockery of the app then really! Since then there have been several more emails back and forth, with myself submitting the evidence of the error in the app, and still they refuse to refund part of the ticket. Absolutely incompetent service and looking online I’m not the only one who has booked an open return to be given a day return. Be sure to check your email confirmation and don’t rely on the app, particularly if you’re travelling very shortly after booking. I’ve raised a payment dispute with my bank now as I haven’t been provided the service I paid for nor received what was advertised in the app.”

Trainline 1 star review on 18th August 2023

Helpful Report

Posted 1 year ago

“Misleading information and Defraud Formal complaint filed: Dear Sir/Madam, I am writing to file a formal complaint against Trainline (aka https://www.thetrainline.com/en-us) regarding a recent transaction that has resulted in significant inconvenience and financial loss. I trust that your esteemed authority will investigate this matter thoroughly and take appropriate actions to ensure consumer rights are upheld. Background: On 19/3/2023, I purchased train tickets through Trainline, for a journey from Rome to Verona on July 4, 2023, with a return trip from Verona to Rome on July 13, 2023. The total cost of the transaction was $180, approximately $90 per trip for three passengers. Issue: On July 12, we received notice of a railway strike, resulting in the cancellation of our next day planned journey. We attempted to find alternative transportation options using the Trainline app and initially purchased bus tickets for $132. Shortly after, upon further review, we discovered a better alternative within the Trainline app, involving train tickets. We promptly initiated the cancellation process for the bus tickets and received immediate confirmation from Trainline that the tickets were canceled, with a message stating, "refund in process." Subsequently, we were reassured via email that our refund was being processed. Only then we felt safe to purchase train tickets at a cost of $271. Further Complications: The following day, upon arriving at the station, we learned that also the train service we had rescheduled (271$), had also been canceled. We were forced to spend an additional $50 to secure alternate train tickets at the station, as well as make arrangements with a different train company. ** Despite the lack of justification for charging commission fees on a service that was not provided (twice!!!), we took it upon ourselves to handle the refunds directly with the operating railway company (Trenitalia) and chose to forego the commission fees. However, limit has been crossed, when we had found out that the "refund in process" for the bus journey resulted in a reimbursement of $0. We contacted Trainline, and they argued that the transaction for the bus tickets, purchased hours before the planned journey time as mentioned, namely the previous evening upon strike notification mail, is subject to a 48-hour cancellation policy before the scheduled departure. I would like to state the obvious: we would have not purchased additional train tickets, if we were notified that bus journey cancellation is impossible. Issues and Concerns: 1. Misleading Information: I was provided with misleading information concerning the successful cancellation of bus tickets. Despite assurances of a refund, the cancellation was not processed. 2. Duplicative Purchases: The platform enabled me to purchase identical target products for the same passengers, on the same route, and for the same date, leading to unnecessary expenses and confusion. 3. Commission Fee Refund: The company did not refund the commission fee for undelivered products, contrary to established industry practices where other platforms take responsibility for such scenarios. 4. Distress and Miscommunication: The inadequate communication and erroneous refund process caused considerable distress and dissatisfaction. Desired Resolution: I respectfully request that your authority investigates the following aspects: 1. The circumstances surrounding the refund denial for the canceled bus tickets and assess whether it violates consumer protection regulations. 2. The functionality on the platform that allows customers to inadvertently make duplicative purchases and the potential implications for consumer rights and financial well-being. 3. The company's refusal to refund the commission fee for undelivered services and its compliance with consumer protection standards. 4. The impact of the misleading communication on consumer experience, including distress and financial loss. I believe that your involvement will aid in achieving a fair and just resolution to this matter, preventing similar incidents from occurring in the future. I am attaching relevant purchase and cancellation confirmations to this email, including correspondence with the company. I anticipate your timely response and assurance that appropriate actions will be taken to protect consumers and uphold their rights. Thank you for your dedication to safeguarding consumer interests. Sincerely, Eddy and Gali Avital”

Trainline 1 star review on 17th August 2023

Helpful Report

Posted 1 year ago

“Service après-vente qui n’est pas à la hauteur. Aucune volonté de comprendre ou d’écoute. J’ai exposé un potentiel problème. On me répond que c’est une erreur de ma part. J’envoie des copies d’écran. Personne ne répond, affaire classée. Plus jamais je ne passerai par ce type de site.”

Helpful Report

Posted 1 year ago

“Admin fee in order to get a refund on a cancelled service- £10 “admin fee”(!!!!) on a £14 ticket so entitled to £3 back on unused ticket. Beware of this company”

Helpful Report

Posted 1 year ago

“I did purchase a train ticket today, I never got a mail with the confirmation from Trainline, now I do not have any way to show I bought a ticket .”

Helpful Report

Posted 1 year ago

“Booked advance single tickets to/from Liverpool/London for £170.94. Had to cancel 5 days before travel. Refund value was £13.83. Disgraceful.”

Helpful Report

Posted 1 year ago

“Had a bad experience with your refund policy. We booked 1 set of non-refundable tickets for 1 route and another set of non-refundable tickets for another route. When we tried to request for refund of the refundable tickets due to change in our schedule, our request was denied just because all the tickets were bought under a single transaction receipt. Lame excuse.”

Helpful Report

Posted 1 year ago

“Celestina from Customer Support live chat is amazing!! I had a frustration with a booking that would be really risky with a wrong email etc. She is smart since depsite my frustration she got in the point immediately and helped me out. She is also a really patient and kind person during the whole conversation! Wish all the companies had customer support bless like her. - Apostolos”

Helpful Report

Posted 1 year ago

“Trainline is easy to use but does not provide a full refund. I got criticised by the train line for getting "too many refunds" and they cancelled my refund option. Trainline you and your associates are shocking. You are nothing to do with rail companies and you try to aggravate people like me who do not always know all the rules. Trainline is a company for modern times, it is "woke" and I won't use it ever again. Thank you for your cooperation.”

Helpful Report

Posted 1 year ago

“Disgusting customer service. Apps mistake but refuse to refund my ticket. Never using this app again!”

Helpful Report

Posted 1 year ago

“After my journey was delayed by an hour and a half, I sought a refund only to find that I needed to post the paper tickets back to them in order for it to be considered. This seems like a barrier put in place simply to reduce the number of refunds they’d have to give out. Filing for a refund within my account, along with screen shots of the reference and transactions, is surely more than enough evidence to show that I purchased the tickets. I’m not sure what further verification the mailing of the paper tickets provides, a step also recognised by Trainline itself as ‘old-fashioned’. This is either an arbitrary and unnecessary step in the process of refunding, and should therefore be removed, or it is an intentionally inconvenient and unfair barrier to the refunds process, which should therefore also be removed. A silly design, or a greedy move. Either of which reflects poorly.”

Helpful Report

Posted 1 year ago

“What is the point of the app if you still have to purchase tickets at the stations and even use google maps? Really, the app says there’s a live tracker but it never works! The whole app is a sham, just stick to google maps everybody”

Helpful Report

Posted 1 year ago

“Telephoned customer service and they were very helpful and got me the cheapest tickets to London. I then rang to change the return journey time, again very helpful an easy process. I finally had to cancel the whole journey and downloaded the app to do this. Again very easy process and refund was back in my bank in 2 working days. Very impressed!”

Helpful Report

Posted 1 year ago

“My train was cancelled on 29th March. Trainline charged me €115 lot to go on train 1 hour before despite e mailing to say there would be no extra charge due to train being cancelled.. Now they won’t refund me. Any e mails I sent are responded to by bots (as you will see by response to this). I phoned and was told by guy called Ajitesh yesterday, i shouldn’t have been charged extra and that refunds could take years but at least 8 to 10 months, due to volume. Why charge people for rearranging cancelled tickets and then say you will refund but keeping fobbing off. Scam. People will give up chasing eventually. I also spoke with Jason, Masood and many others.”

Trainline 1 star review on 20th June 2023

Helpful Report

Posted 1 year ago

“I had booked family tickets from London-Glasgow-London and the national rail declared sudden strike during 1st to 3rd June, all the national rail services got cancelled. I was told to send back the printed tickets to Edinburgh postal address to get the refund of cancelled train fare when I claimed the fare refund. I did so along with the printed mail communication mentioning the transaction ID 163129911189 via Royal mail services having ref no. DF051899565GB which is received at the mentioned Edinburgh office on 7th June, from that date till today I haven't received any refund or any communication. Its highly disappointing waiting for the refund for more than 15 days and no response on mail or no updates on app and that too for the cancelled train. After completing all the stupid formalities still waiting for the refund of total ticket fare of £145”

Trainline 1 star review on 19th June 2023

Helpful Report

Posted 1 year ago

“This is an absolute scam. I strongly encourage you not to use them. I bought a ticket to get from Lyon to London, with a layover in Paris. But it turns out that, while in Paris, I needed to buy a metro ticket and travel to a station 30 minutes away! Nowhere did the tickets say this. It just noted that I'd have an hour layover. By the time I realized that my tickets from A to B actually required me, on my own time, traveling from C to D in the middle of getting from A to B, I'd missed the second train. I asked customer service for a refund. They began by lying to me about info included in an email, and then told me that I should have realized that getting from A to B via their system would require an extra trip, on my own dime, from C to D in the middle. Do not use Trainline.”

Helpful Report

Posted 1 year ago

“Booked train tickets only to find that the outbound ticket was not valid due to engineering works and the inbound ticket was not valid due to train strikes. These tickets should not be on sale because they should know these facts”

Helpful Report

Posted 1 year ago

“It's a con, journey advertised as direct, you pay for direct then when the tickets come it's not direct.”

Helpful Report

Posted 1 year ago

“Accidentally bought ticket for day later and used it. It didnt let me throught gate and also said i wouldnt be able to use it on correct day and because it got scanned i cant get refund. Customer service bought another ticket for me to be able to refund the wrong ticket but bought it in another currency and now have to pay foreign fee and refund is still nowhere to be found Scammers”

Helpful Report

Posted 1 year ago

“Shockingly poor customer service, charged double and continual excuses for delayed return...”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 578 reviews