Trainline Reviews

Name: Trainline
Rating: 1.21

1.2 Rating 584 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 584 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

“Booked first class tickets for a special trip but l needed to amend tickets. Had to amend online and half way through without asking for confirmation l suddenly had new tickets for standard class. After several attempts got through to customer service and l was told to purchase new tickets and get refund less administrative costs of £20. When my statement arrived l had only received a partial refund. Apparently because the app downgraded my tickets from first class to standard l am not entitled to full refund. Over £100 out of pocket so far and still trying to get refund. Trying to get hold of customer services has been dreadful. Never again. I would not recommend to anyone.”

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Posted 3 years ago

“I booked a return ticket London Waterloo to Ryde harbour and was sent an email of departure times. On my return the ferry time is 11.47 to connect my Waterloo train 11.47 ferry does not Exist, next ferry 12.45 When I called company they were not helpful at all and simply wanted to take no responsibility for booking me on a non existent ferry. On talking to lovely staff at Ryde harbour I was told this frequently happens So beware when booking with this company people”

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Posted 3 years ago

“Bought an open return for tomorrow but unable to change it, unable to refund it through the app even though I'm eligible. App just says there has been am error, use the website. I use the website, still an error, so contact customer services. Phone lines closed, live chat closed and a 4 day response time over email.... £40 down the drain and I haven't travelled and still have 20+ hours till I'm due to. Theives.”

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Posted 3 years ago

“Dreadful customer service . I had to resort to Twitter to get any response about my refund. I would never recommend them .”

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Posted 3 years ago

“Turned up at station to collect tickets purchased in advance but I forgot I had changed my debit card so automated service would not allow me to pick up tickets . Called trainline but no help on the phone as it was a sunday and office was closed ! Come Monday morning I called up at 08.03 to find I was 83 in the queue !! 48.59 mins later the call was answered . Just shocking !”

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Posted 3 years ago

“Impossible to change date and time for a return ticket in the app. Customer service takes forever to answer.”

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Posted 3 years ago

“I rarely say I'll never use a service again, but if Trainline's my last option home - I'll ditch my luggage and start walking. After being sold a ticket for a train that wasn't on the timetable, I show up to the station a week later ready for my train. Low and behold, it's not there - it's not on the timetable and it's not marked cancelled. I spend 2.5 hours in the rain waiting for a customer service rep on their online chat (they don't take calls on Sundays, of course!). Eventually, I reach someone who I'd happily identify as one of the unfriendliest strangers I've ever had the displeasure of talking to. I'm told that it's the train providers responsibility to tell them, who tell me, so it must be their fault or I missed an email (I missed no email). I'm incredibly late, soaking wet, down ££ from getting to the station with no train, and down more ££ for having to find my way home (+120 miles) on a Sunday with no services, I'm offered a refund. It gets better, I'm offered a refund minus the booking fee which Trainline feels it should need to return as it 'provided it's service' and it's 'not their fault'. Another 1.5 hour wait on the following Tuesday and I'm finally on the phone. I wasn't sent a transcript of the live chat to take the matter further, I wasn't provided an apology in writing, I didn't receive a call from the escalation team (beginning to think they don't have one) and my refund is taking longer than the 'maximum' 5 working days. Please, god, go book your train tickets elsewhere, it's not even cheaper through this joke of a 'service. Transaction ID: 501575715318, if you want to validate this 🙂”

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Posted 3 years ago

“Travel insurance- don't waste your money! My student daughter purchased tickets recently and paid for additional insurance should she need to 'change her travel plans'. She did need to ' change her plans' . Not only did Trainine ignore the insurance, they also charged her 2 separate £10 admin fees for their complex chaos of partial refunds and exchanges. An absolute joke. At the very least save yourself some money by swerving their extra insurance costs.”

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Posted 3 years ago

“I will never ever use this company again, I was a victim of a crime, could not travel, they will not refund or allow me to travel at another time. The lie, they say its the rail network, you can't get through to their customer services. If you find their chat, if you do, it takes forever to be answered and they lie and push you to from pillar to post- Rude stafff too. NEVER AGAIN WILL I USE THIS COMPANY. TOTALLY NEGLIGENT.”

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Posted 3 years ago

“Warning: Avoid Trainline like the plague. They sell rail sail tickets Ireland to UK which cannot possibly be collected in Ireland. They’re aware of this issue and sell them anyway so effectively it’s fraud. Avoid booking with this dodgy outfit and book directly with ferry & / or train operators.”

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Posted 3 years ago

“Refund policy is shocking. It's shocking Trainline is still operating”

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Posted 3 years ago

“Disgusting service. Actually had in writing that they would refund me most of the cost of my ticket, then said it was a typo. Gave a useless customer service number, will not disclose name of CEO or anyone who could help.”

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Posted 3 years ago

“Ludicrous refund policies. Their travel insurance package wont even allow you a refund to change to a return ticket. Obvious scam behaviour. Clearly make money from these mistakes and dont want to lose it.”

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Posted 3 years ago

“Complete lack of knoledge of the Duty of Care act ,telling me the ticket machines were inoperative they day before I booked, incorrect Station employee for Northern rail I formed us it had been down for 2 weeks . CEO hides behind inept customer service team. App removed will book through the station may pay more but the service e is better”

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Posted 3 years ago

“Terrible. Refuse to refund me after our train was cancelled, pretending they have not received the tickets I sent them back. Plus obviously if trains were cancelled all day, we could not use them! Thiefs!”

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Posted 3 years ago

“The customer service team was absolutely terrible, never dealt with anything like it before. Bought a ticket but didn't receive it, had to buy a new ticket at the barrier to get home. The rep on the phone basically said its not their problem and there's nothing they can do. Wouldn't give me a complaint number/email so that I could get trainline to look into it so I could send a copy of bank statement clearly showing there were two tickets I had to buy. I was embarrassed for the company with the way it was dealt. I asked what do you usually do in these situations has this every happened before - no, so it should probably be raised then if theres been a fault? - no reply. Scrolling down these reviews looks like others have had to pay twice and had bad experience. This company need to sort their customer service.”

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Posted 3 years ago

“Their good at taking your money but when I asked a simple question about a booking I was basically insulted by the reply. Then trying to find out where to complain is nonsense. I am so annoyed by their service, I am thankful there are other booking companies for future.”

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Posted 3 years ago

“£300 for a return to Poole and back ? I'll hire a car you ripoff merchants.I bet your train stinks too and we'd be diverted along the way. You disgust me to be honest.”

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Posted 3 years ago

“They put on wrong information on their website, which prevented me from downloading the ticket and nothing could be done to have a cop of the ticket in a different way. On top of that, when I called the only contact number I could find to ask for an email address to send them a refund request with attachments, the operator refused to give me their email, with no plausible reason other then to discourage me from doing that! So I had to send an expensive registered email to their main office to be heard. Even then, the person who replied misread my email completely and didn't even bother to open the attachments, which didn't even need an interpretation as they clearly demonstrated that the fault of what happened was theirs. The whole operation cost me a huge waste of time, irritation and a sum of money I will aver see again.”

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Posted 3 years ago

“Exactly same situation as "Phil Jones" Tried to alter booking date and they immediately downgraded from 1st class to 2nd class Waiting 45 mins on phone to be told "tough" the booking was now firm. I explained i needed 1st class as my wife needs to be assured of a seat hence why i booked 1st class. Told nothing they could do but offer a refund of the 2nd class ticket less £10 admin over £75 less than paid originally Had to accept and book directly with the train company LNER Even wrote to the CEO with not even an acknowledgement. My company displays the company's CEO phone number for any issues... says alot about an organisation when their leadership team don't even give a xxxxx Jody Ford. - Hang your heaad in shame I recommend you delete the App and book directly with the Train Company”

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Posted 3 years ago

Trainline is rated 1.2 based on 584 reviews