Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 603 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 603 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 17%
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 1 star review on 23rd June 2025

(FREDMERCY 3 4 7 AT GMAIL.COM) Help Me Recover My Lost Cryptocurrency From A Scam

Trainline 5 star review on 29th May 2025

Anonymous

Anonymous // 01/01/2019

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

“Terrible - they switched my destination from Paris Orly Airport to Montparnasse (one hour away by car) without telling me and after checkout I see this and send them an email (they have no phone contact support). After two days they replied, "Paris Orly was not available so we provided a ticket to an alternative location. The ticket is non-refundable so there is nothing we can do." They said it was my fault because I should have checked before checkout. I could understand if they told me that my original destination was not available but they didn't and they changed the destination without confirmation from me. Only a scam outfit would resort to these tactics. DO NOT USE!”

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Posted 6 years ago

“Do not trust Trainline! Neither the UK nor the EU branch is any good, and they go to considerable lengths to avoid enabling you to contact the EU branch in particular (it's email only, with a response "in 2 days"!). If anything goes wrong with your journey (a delayed train meaning you miss your connection, for instance), they will deny all responsibility for arranging replacement journeys, even though they're the ones who have taken your money. My specific case: travelling via 4 trains from Halle (Germany) to London, with the first train delayed by 25 minutes, meaning I missed all my connections, including the Eurostar. DeutscheBahn was very good (despite the delay, for which they're now notorious): they issued me with replacement tickets on different trains to get me as far as Brussels for my Eurostar. Of course, I still missed the Eurostar connection, but was advised by Eurostar, DeutscheBahn and Trainline UK to contact the Trainline EU office (by email!). Their response? "It's not our fault you've missed the Eurostar: DeutscheBahn have to refund you because they caused the delay." No acknowledgement of the fact that Trainline were the ones who took the money. This was the first time I used their "service", and it will be the last.”

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Posted 6 years ago

“OMG this is the tightest-crowedest/expensiest train I have ever travelled in. Rubbish service Edinburgh-London, they really need to update their game, we will definetly take a flight next time wow”

Helpful Report

Posted 6 years ago

“The website is misleading. When going through the booking process, I first selected an open return (ie return within the month). An option to buy a London travel card then became available, which I selected. Without notification, the travel card selection then converted my whole open return mainline ticket into a day return. I had to buy a further single ticket the next day to get home. The ticket office staff in London said this is a common problem with the trainline bookings. When I approached trainline customer service they refused to help saying that it was my responsibilty to double check my selection before final purchase. They did not bother looking into whether the website is misleading or difficult to navigate accurately and refused to give me any answer or explanation on this point. I will be looking for another travel website to book my tickets through.”

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Posted 6 years ago

“Outrageous customer service from trainline. There was a fault with their website which made my order go through twice. However, in order to refund me for the extra ticket, I have to pay a €15 charge!”

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Posted 6 years ago

“Booked train by mobile phone. Because of their stupid activate ticket accidently was clicked on we had to pay an additional £100 to get home they didn't care that it was a genuine mistake. 😢 also as we boarded the train it was over packed nowhere to sit people standing blocking everywhere. I have been in tears with the stress it's caused me as I suffer with Autism. It's NOT AUTISM FRIENDLY. They don't care at all. Not happy at all !!”

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Posted 6 years ago

“I have booked with trainline on many occasions, with no problem, however I needed to change a journey so rang to do this I was cut off many times so had to ring back thus my phone bill for these calls ended up more than £100 it would have been cheaper to put the tickets in the bin, how can they justify these costs”

Helpful Report

Posted 6 years ago

“After booking a first class return trip to then be told I can't reserve any seats on my 5 hour journey home and the last of my 3 trains (the longest train) have no first first class carriages (railworks weekend) I phoned to get a refund on my whole journey. I was only offered a refund for my outbound trip meaning I was still short of £140 for my inbound. I explained to the manager its a lot of money and I only booked my tickets last week, however he was completely uninterested and had 0 intentions to even try to get this ticket refunded or credited. I'm beyond unimpressed with TrainLine and will not be using them again. I have been a loyal customer and the one time I would like a refund they completely refused. After a 30 minute conversation speaking to the manager nothing was resolved- completely uninterested.”

Helpful Report

Posted 6 years ago

“A system error in their booking page resulted in a duplicate European booking. They do not provide a phone number, took over 2 weeks to reply to their web form, do not accept any liability and therefore refuse to cancel and fully refund and now will no longer reply to my email responses which means I have no way of contacting them.”

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Posted 6 years ago

“Worst service ever. And they charge you to speak to a representative.”

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Posted 6 years ago

“Was abroad booking a ticket to come home from the airport accidentally booked the wrong date. Totally my fault. But i was unable to amend the ticket due to being cut off two times on the phone. The third time i called the person on the phone refused to put me through to the manager/ supervisor and left me on hold for ages. And came back on the phone telling me to buy a new ticket and then i would have a refund on the other one! I have never heard of any company asking a customer to buy a new product before getting money back on another. Very poor service and i will not be using the trainline again.”

Helpful Report

Posted 6 years ago

“Appalling customer service and faulty website”

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Posted 6 years ago

“Your train assistant Alan’s attitude is absolutely out of order. “Power to his head” springs to mind and threatened to kick us off because of the people spilling a drink on the chair opposite to us (1.5 hours away from home) RIDICULOUS!!! A very disappointed customer.”

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Posted 6 years ago

“I have given Trainline a 1 star review… I have given Trainline a 1 star review but if I could give them less I would for sure. They have breached my data and their customer service department is a joke. STAY AWAY FROM THEM PEOPLE!”

Helpful Report

Posted 6 years ago

“Be very careful of the company's affiliated on the TRAIN LINE website that are Internet scams like complete savings. Disappointing to know that train line is not credible and honest. Complete savings have been debiting money from my bank account without my permission when I purchased a train ticket on line. So disappointed with train line for their partnership with scam companies. BEWARE!!!!”

Helpful Report

Posted 6 years ago

“Avoid. It's a shame that this company is out to just rip people off. There was an error made on my tickets, when phoning the helpline not only did they book the wrong time, but a payment of £161.40 and then an admin charge of a further £1.50 was added... The phone operator was hard to understand (outside UK call centre) and further more the journey has over four replacement services... A joke. Congratulations on robbing people who can't afford it... Seriously well done.”

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Posted 6 years ago

“What a shame there isn't a minus star button. The National Rail website was not working so stupidly I used Trainline as wanted to sort my tickets. Set up an account but now I need to cancel one of the tickets I bought, there is no record of my booking within that account. I have emailed but the responses keep coming back with no satisfactory reply and the lack of communication is appalling. The ticket I purchased is eligible for return minus a fee but how I manage to achieve this is anyone's guess. JUST DO NOT USE THEM. Never ever again.”

Helpful Report

Posted 6 years ago

“First time i have booked with Trainline and I will never book with them again. Make sure you read their T's & C's as they adhere to them without any flexability whatsoever. I booked a ticket ( my first time) online with them and have to say their web site wasn't easy to navigate to find a train that would suit my purpose but i did eventually find a train and paid £102 for this one way ticket, the day before i was to leave for this meeting i found that i couldnt go by train after all and tried to cancel for a refund, NO WAY was the answer read our T's & C's and that was it. Very disappointed and feel as if i have been ripped off. Their customer services stinks”

Helpful Report

Posted 6 years ago

“Rubbish customer service. Do not buy from them. Buy directly from train website. Terrible customer service, refunding team and booking people. All of them idiots and cancelled my tickets while charged me. As a result, i brought tickets on the counter in double price. For refund, it took for them 1 month after calling them every day. After 1 month, it is still pending. You will regret about it if you buy. Thanks”

Helpful Report

Posted 6 years ago

“Beware of Using this company - find an alternative. I booked a return day trip in France through Trainline. Unfortunately, at short notice a rail strike was called by French railways so we had to cancel the trip. We paid Trainline for the ticket however they refused a refund stating it was the rail company who should refund the money (even though we had paid Trainline for the tickets). We contacted SNCF who said it was Trainline who should refund the money. At the end of the day we paid Trainline money and are out of pocket by 75 euros. Unacceptable performance by this organisation.”

Helpful Report

Posted 6 years ago

Trainline is rated 1.2 based on 603 reviews