Trainline Reviews

Name: Trainline
Rating: 1.21

1.2 Rating 582 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 582 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

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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

“Would give 0 stars if possible. DO NOT use this app, they will take your mone, charge an extra fee only to repeatedly provide completely false information refuse any kind of refund have 0 complaint process and just absolve themselves of any responsibility by blaming the rail service provider whilst keeping your money even though it was their app that provided the false information. AVOID AT ALL COST!”

Helpful Report

Posted 1 year ago

“TRAINLINE ARE A DISGRACEFUL UNSCRUPULOUS COMPANY. They took extra payment out of our bank account when we pulled them up about it and showed proof they then BLOCKED our credit cards saying they would look into in. My son then had to travel to London in an emergency. We could not use our cards as they blocked them while "investigating" so A friend Booked the ticket. Unbeknownst to my son his friend had a railcard and my sin for fined. No amount of reason or appeal could make them see sense and realise it was THEIR FAULT IN THE FIRST PLACE FOR TAKING DOUBLE PAYMENTS THEN BLOCKING OUR CARDS. We were then FINED £69 nothing not even a gesture if good will was offered even after the initial error was there own. DO YOUR SELF A FAVOUR BOYCOTT THIS COMPANY THERE ARE OTHERS WHO OPERATE HONESTLY, look at the reviews and the amount of times they take MORE THAN ONE PAYMENT FROM YOUR BANK. They are a disgrace and we will never ever use them again.”

Helpful Report

Posted 1 year ago

“I’ve booked a train which wasn’t able to stop at the station due to fault in the stopping system. Trainline refused to refund as the train wasn’t cancelled but even though it couldn’t stop to take passengers. The customer service at Trainline was appalling . The random managers send me round in circles forever until I eventually gave up. The customer service assistants were very rude and refused me access to their complain service”

Helpful Report

Posted 1 year ago

“Problems collecting tickets from station. Awful customer service and no resolution”

Helpful Report

Posted 1 year ago

“I booked the train ticket for the trains in Spain. they charge each booking $5.68 booking fee which is fair, but they rip you off on the exchange rate. the ticket value is only 101.8 euro, based on the exchange rate of 0.91 Us dollar to euro, they should charge me 111.9 instead of 117.75. They added extra 5%.”

Helpful Report

Posted 1 year ago

“Rotten to the core My train was delayed and I missed the connecting leg. I had to purchase another ticket and was told I was ineligible for a refund because I used the ticket to exit the gate nearly two hours after the train reached the station. Common sense and rational customer support completely abandoned by these crooks.”

Helpful Report

Posted 1 year ago

“I recommend trying to avoid using Trainline and just book directly through the train company instead. Multiple times, when I have booked through Trainline, my train has been cancelled and it is impossible to obtain a refund through the app unless you want to only be refunded half the price of the ticket or less, as they take off so much money off in admin fees. Even if you contact them directly to get a full refund, they will not refund the booking fee for cancelled services. While the booking fee is not generally a lot, if you get trains frequently like I do, and considering how often the get cancelled, it will really add up. Even if 1 train gets cancelled per week, you could easily be giving Trainline £30-£50 a year without even travelling. This experience has happened to be too many times now, I will not be using Trainline going forward.”

Helpful Report

Posted 1 year ago

“Horrible customer care”

Helpful Report

Posted 1 year ago

“they were late. the train was meant to get here for 1:04 however they came 1:10.”

Helpful Report

Posted 1 year ago

“How is a company like this still allowed to exist in 2024! Refused a refund on a cancelled train. Arcane system that involved being on hold for hours”

Helpful Report

Posted 1 year ago

“APPALLING CUSTOMER SERVICE - AVOID! Trainline Refusing to Refund! Card billing system overcharged by £586.59! Trainlines billing system overcharged me by £598.59 for 4 additional tickets not purchased or used! Appalling customer service, I'm still trying to get a refund! I booked a return ticket to Birmingham with a quoted price of £154.60, but when my credit card bill came in they had charged me for 5 return tickets and changed me £753.19 in error! I've made contact with customer services and they are refusing to refund because; "all the ticket are now expired in this case I afraid to inform you that I wont be able to process any refund on this booking"! These were tickets I neither purchased or used! I'm having to make a s.75 refund with credit card company. NIGHTMARE CUSTOMER SERVICE.”

Helpful Report

Posted 1 year ago

“Dreadful company. I am disabled and need a seat. They confirmed a return journey which I paid for. Having taken this jourfor numerous years it looked different but felt changes due to Christmas which National Rail make. Then received 2 emails for outward and return journey that trains not running my route. Now numerous emails later, no apology, appreciation of my position asking me to send them copies of e.ail they have sent me. avoid this company.”

Helpful Report

Posted 1 year ago

“Absolutely ridiculous, they cancelled my train I then put my phone in my pocket and accidentally clicked refund ticket. I called them straight away (10 mins later) and given that it takes 5 working days for a refund I believe I was in time to cancel said refund. I was then told even if I didn’t have the money to buy another ticket they couldn’t do anything about it, I said I didn’t have the money to buy another ticket and given that it takes 5 working days couldn’t you just send me another e-ticket and cancel the refund? Obviously not, thank you Trainline for allowing me to pay three times the amount for a ticket I booked last week, for a train that you cancelled. If ever this happens to you don’t ever expect any help from them, especially Cameron, reference number 20736173”

Helpful Report

Posted 1 year ago

“Dishonest company! Do not use! Faulty website caused me to buy wrong ticket and they refused to issue refund, they are lying saying the ticket was used l, even though it was not.”

Helpful Report

Posted 1 year ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 1 year ago

“1 train delayed 1 cancelled in the same weekend telling me online cant be refunded on the phone line automated ..telss me to go online ..im buying direct from now on”

Helpful Report

Posted 1 year ago

“S**t private company, caring only about profit on a failing "public" transport system. Just don't bother - take a helicopter like our illustrious leader would...”

Helpful Report

Posted 1 year ago

“Trainline like that hide in the small print that they will not give refunds, my event was cancelled so I had no use for the tickets weeks before said event was going to happen and just 24 hours after I had booked the tickets but was offered an insulting £7 refund for £165 tickets Disgusting service and would not recommend under any circumstances”

Helpful Report

Posted 1 year ago

“Booked tickets 2 months in advance. Plans for Christmas changed. Tried cancelling and getting refund on app. Had to call the call centre (option not available on app). Was told to send tickets (recorded delivery) and would be charged £10 admin fee. All good. Of £80 tickets received only £11 refund. Called to check and told only £11 of tickets refundable. Other parts of tickets non-refundable (apparently all clear in the Ts&Cs). If it had been clear I wouldn't have wasted £8 on recorded delivery sending tickets to receive an £11 refund on £80 ticket. All in, I got a £4 refund on my £80 tickets: 5% of what I paid. I feel cheated. Trainline have £76 of my earnings and I have nothing except a bad experience and listening to hours of hold music. Seems very wrong to me.”

Helpful Report

Posted 1 year ago

“Paid £13.30 for a ticket which should have been fully refundable. Had to cancel it only half an hour after booking it. Charged me 10 pounds to cancel, meaning there was no real point in cancelling with only 3.30. Please don’t use this company to book trains they will rip you off!!”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 582 reviews