“Trainline hasn't processed my ticket refund from last 6 weeks even after following all guidelines, policies and after taking travel insurance coverage. We have returned them all original tickets and they don't even bother to process ticket refund in-spite of regular follow-ups. Don't trust them”
“Had over an hrs delay stuck in middle of train line. Emailed train line twice. No reply. It is cheaper to book with the actual train co as trainline add a fee to train tickets. Would not advise booking with this company”
“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.”
“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”
“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.”
“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 !”
“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 🙂”
“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.”
“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.”
“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.”
“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.”
“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.”
“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”
“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!”
“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.”
