“This all makes you think this is an easier way to book, but if you have any issues whatsoever, you are SOL. Getting refunds is not their priority and are impossible to receive. That was my first bad experience. The second, I got issued a ticket for the wrong date and when I realized the app was glitching, I closed the window but was charged anyway. Despite this, they refused to edit the ticket or cancel the transaction that was still pending. This company does not care about you and only wants the money it can get. Might as well give the money to the Trainline directly who are willing to work with you in case of cancelled trains or issues. My advice, skip the fees to use this app deemed convenient. It’s not worth it in the end. Also, any issues and no refunds, dispute with your credit card.”
“Do not trust this site or app! They are cons artists! Once they have your money, you wont get a penny back! I have bought train tickets forme and my family, however the trains went on strikes that day! I contacted Trainline and asked for a full refund, however they said some money could be paid back but there would be a charge of £10 for each person! They asked me to post the train tickets to their address, so I did and provided postage proof. I have been emailing them for over one month and they still haven’t given me my money back! And I doubt that I will ever see that money. DO NOT USE THIS THIEFS SITE”
“We booked a train from Milan to Paris. When we arrived at the station, we were told the train had been cancelled. We received no warning ot prior alert from Trainline. Furthermore, the same thing happened in Salzburg. We’ll never book through Trainline again.”
“Booked return train tickets Peterborough to Stansted Airport. Outward bound ticket no problem return ticket showed a 2 travel together railcard. Trainline said I must have put it ....... so I didn't do it for the outbound, just the return part. Missed our train an hours wait 30 quid more for a ticket. Reply from Train line you must have done it....... no problem see you in court trainline would have been a minus score but can't give them”
“Trainline sold me tickets for a trip where the train did not operate for segments of the trip.
I received a notice of cancellation from the train operator (ÖBB) and suggestions to rebook. However, since the segments for the trip were under construction, such a rebooking was not possible.
I therefore lost the full fare for two passengers. Trainline claimed that they could not provide a refund suggesting that this would be up to the courtesy of the train operator. This -- even though my credit card statement showed that it was actually Trainline who made the charge and received the payment.
This behavior is as outrageous as it is clearly fraudulent.”
“Completely unhelpful, a bit of a con really. Will delete the app after this trip. Had the miss fortune to lose the inbound of my return, had proof the ticket was unused and all booking details.
Customer service was unhelpful I had to purchase another ticket!! Never again.
It is a mission to get to their customer service, it is outsourced in India, you are put on hold twice, no one at the counter of the trainstation will help as it is trainline…. A disgrace”
“Shameful behaviour by Trainline. …
I bought 3 return tickets to Newcastle on 30th September. Trainline informed me the trains would be cancelled due to the strike. I duly cancelled my tickets on the app and sent Trainline ALL the tickets by recorded post, as requested, and I have receipt of delivery.
When I questioned why I had not received my refund, Trainline said I had not sent the tickets back. I sent Trainline proof that I had indeed sent them back and they had received them and, lo and behold, I suddenly received part of the refund but not all.
I have chased this up and Trainline now say they didn’t receive all the tickets - they can only find some, Luckily, I took a photo before I sent them of my letter and all my tickets as proof. I cancelled all the tickets in the app and I could not have used them anyway because of the strike.
Trainline are lying saying I did not send all the tickets. This is absolutely not true!
It is clear that my envelope with tickets was mislaid by Trainline in the first place as I had no refund until I chased them with proof of my envelope being delivered and now they are still withholding my money - and it is a significant amount.
Shameful behaviour by Trainline! I would avoid using this company at all costs.”
“Absolutely terrible customer, offered me nothing but blatant prevarication and impediments to stop me claiming a legitimate refund for a cancelled service. Beware do not use this site to book train tickets!!!!”
“Con artists
I bought some flexi tickets (8 for £67), used half of them and then the train strikes and reduced service happened for the following week, so couldn’t use them.
Anyone guess what the refund was? Please don’t use common sense and split the £67 in half, as only half the tickets were used, it was £10! There’s some loophole they’re using in ‘train industry’ guidelines, where they don’t have to refund you what you’re owed and instead use a different calculaton for the 4 remaining tickets, plus take off £10 admin for the privilege!
I asked asked them to reverse the roles and let me purchase 4 tickets at the refund price, you know what they responded with.
How can they get away with these scams, I can’t believe I have to rely on such services for travel to work, when half the time, they’re delayed and I’m sitting around, waiting for the next connecting train, adding up to an hour extra on my journey time, or their either striking, putting up fares, not enough space, completely ridiculous set up and disgusting principles.”
“Bought tickets to travel to Stranraer but missed my connections due to faulty signals which stopped me getting to my final destination and resulted in me having to book another hotel(already had one booked at my final destination which i didnt get to till the next day)
Trainline are not supportive in anyway
Never going to use again”
“Train delayed so missed the connection by 1 minute told me it was on platform 5 wasn't it was on platform 3 ..then told have to get on there trains for a ticket to be valad ...best driving by car so told have to deal with these clowns”
“Had to cancel 2 days before traveling due to ill health.£20 refund on a £110 ticket.Disgraceful.
Took Trainline insurance out and still waiting response on claim.”
“Trainline is a corrupt company. I requested a refund for my ticket and they charged a £10 admin fee so I received £5 back from a £16 ticket. Outrageous. Do not use this company.”
“Poor service. They claim to do the work for you in calculating the best deal for split fares, but today I looked for a day return with railcard Totnes to Bridgwater on their website and they quoted me £23. However when I did it myself, splitting the journey into (i) Totnes to Taunton; (ii) Taunton to Bridgwater, it came to £13.15 + £5.70, which is £18.85 - ie £4.15 less.
On top of that if I purchase my ticket(s) through GWR, National Rail, or any other rail company that I am aware of, they do it for no additional charge, whereas Trainline load you up with a significant fee on top of that.
Bad value all round.”
“good for convenience and price comparison when things are smooth. Bad when trains are cancelled and you need a refund. It confuses everything, not the first time I’ve had this issue. In the future, Ill be going directly via the train service”
“good for convenience and price comparison when things are smooth. Bad when trains are cancelled and you need a refund. It confuses everything, not the first time I’ve had this issue. In the future, Ill be going directly via the train service”
“On Friday evening 25th august Havant to Chichester train was cancelled at near 11.19pm, no notification on platform only via app, nobody around to ask for assistance on alternative journey, not surprising considering strike where kicking in at midnight! So was left standing in the bucketing rain with my wife, had to pay nearly £60 taxi to get home, extra two hours charge from baby sitter and now I can’t apply for a refund as it outways the admin fee. Disgusting sevice should be ashamed of yourselves as dozens of others left in the same position.”
“It took Trainline two months and multiple phone calls to get them to agree a refund for a ticket for a cancelled train (Grand Central, yet again). They lost the paper tickets I had to send them by snail mail to prove my journey was cancelled (what century are they living in?) and delayed and prevaricated until I threatened legal action. Never using them again.”
“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.”
