Trainline Reviews

Name: Trainline
Rating: 1.21

1.2 Rating 583 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 583 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

“One second it's 30 quid for a ticket, one hour later you're having to sell your house for the same journey! Who makes up these prices??”

Helpful Report

Posted 2 years ago

“I bought a railcard via the trainline for 3 years- senior at 70 pounds. The money was subtracted from my bank account may 16 2022. Activation code for the railcard APP never worked. Long story short - many months of hours of emails and waiting on the phone and I am still without my card. I have been pushed around from pillar to post and railcard will not help as they say I bought the card via TRAINLINE and it’s their responsibility! Extremely poor service.”

Helpful Report

Posted 2 years ago

“Everything went wrong! I paid way too much online 29 Euros for a 9 Euro fare. Then I couldn't even use the ticket at the train station because didn't have the app or a printer. My email reply was undeliverable and I'm trying unsuccessfully to get a refund. Horrible horrible service. Complete rip- off!”

Helpful Report

Posted 2 years ago

“Awful experience. Purchased flexible ticket and activated it on first day accidentally while checking it was downloaded correctly. Explained to customer service but they could not care less. They kept repeating about T&Cs without any empathy about this genuine mistake. I would avoid at all cost. At the end I ended up paying more for a promotional product than I would have paid for the daily ticket. Stay away from Trainline.”

Helpful Report

Posted 2 years ago

“Terrible company happy to take your money but then not give you a refund. Passing the book to a 3rd party company to refund me, phone the 3rd party company and they tell me that trainline should refund me. Neither company want to take responsibility and they are both passing the book. No refund given. Will never use the company again nor recommend”

Helpful Report

Posted 2 years ago

“When it comes to refund with insurance very difficult 1”

Helpful Report

Posted 2 years ago

“Booked a train to Leeds which was the day after a strike day . Recieved an email from trainline saying the service was not fully running so I had to drive. The service did in fact run but trainline refused my refund claim despite me sending them their email. Very poor service!”

Helpful Report

Posted 2 years ago

“Avoid using the Trainline App! FAQ on website regarding changes to tickets extremely misleading. Phone calls to customer service most unhelpful and, after being placed on hold on numerous occasions eventually transferred to the unrelated National rail network who hadn’t a clue why I’d been transferred to them. Email customer service polite but extremely unhelpful. Issue unresolved. Hours of time and endless emails simply repeating original generic email response. Felt that there was little understanding of issue raised or acknowledgment that point raised was properly investigated. Told there was no complaints procedure. Really!”

Helpful Report

Posted 2 years ago

“Avoid this App! Have had worst possible experience attempting to get refund despite sending tickets and following their rules. Had reserved seats for my wife and I on 1130 Euston to Glasgow train on 2nd August. Train full and for whatever reason terminated at Crewe which was not a stop even. Told all passengers to find another train. Packed like sardines in a can but eventually made it to Preston and home to Ulverston three hours late. Applied for refund as is the right but told without all tickets would not give refund despite the individual tickets being swallowed up by machine on completion of that leg of journey. Seems like regular service standard for Trainline but we are 188 pounds worse off for nightmare journey.”

Helpful Report

Posted 2 years ago

“Shocking support in Europe.”

Helpful Report

Posted 2 years ago

“The worst customer service was given to me by the manager. They tried charging me more to amend an existing booking than what it would cost to buy a new ticket. Instead of making me feel valued as an existing customer they escalated my frustration. I will never book through trainline again.”

Helpful Report

Posted 2 years ago

“Worse customer services I have ever experienced, train company cancels train but trainline won`t refund the money. Avoid the hassle and avoid the booking fee - book direct with train companies instead - this company should not be allowed to exist.”

Helpful Report

Posted 2 years ago

“Booked two 1st class tockets and they had us seating in seperate rows!”

Helpful Report

Posted 2 years ago

“I will never use train line again as they sold me a ticket for a train service that ceased operation earlier on the month. Thank heavens for amazing staff of GWR at Exeter station.”

Helpful Report

Posted 2 years ago

“Worst page to buy a train ticket. They are unprofessional. No good reviews.”

Helpful Report

Posted 2 years ago

“Absolutely awful. Avoid at all costs. Just sold me an eticket without taking any contact details so now I have no record of the purchase.”

Helpful Report

Posted 2 years ago

“Train was delayed both outward and return to Beverley over an hour - signal failure. Not trainline problem but LNER announce you should contact trainline to process your refund Trainline tell you to go to LNER. Miserable experience contacting trainline by phone.”

Helpful Report

Posted 2 years ago

“This company is exploitative and unethical. First, the App forced me to book paper tickets. The train was canceled before I had collected them. The Trainline website states that in this case a refund would be issued when requested. I requested a refund. It wasn't issued. I was told I would have to collect the tickets and post them. I did this, but Trainline is claiming not to have received them. I still don't have a refund. I genuinely believe this company is trying to profit by refusing to issue refunds for canceled trains, and denying any and all accountability. They are exploiting the terrible UK train service to turn an enormous profit. Utterly disgusting. A really horrible and unethical practice.”

Helpful Report

Posted 2 years ago

“I purchased a very expensive return ticket to London, but the tickets never arrived. I phoned up numerous times to try and resolve the issue before the date of travel, but was constantly fobbed off and told a ‘supervisor’ would contact me. This happened numerous times and I never received a call. In the end the day of my intended travel passed without the situation being resolved. I’ve since contacted Trainline on more than five occasions, only to be told the same thing—they are very busy and a supervisor will contact me. No offer of a refund, no explanation, no apology. I can’t get my head around just how abysmal the service has been—it’s the kind of treatment you’d expect from a scam artist, not a supposedly reputable company. And that’s ultimately how I feel—like I’ve been scammed.”

Helpful Report

Posted 2 years ago

“Terrible customer service, expects 16 year olds to pay adult fare without a railcard and then makes it the most difficult task on earth to obtain one. I purchased a railcard and it just wont connect to app, the website help section is terrible and just states what should be happening and not how to fix the problem, when I try and email the support team it tells my my purchase ID is wrong. Terrible company, terrible service, NEVER USE IT PLEASE”

Helpful Report

Posted 2 years ago

Trainline is rated 1.2 based on 583 reviews