Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 548 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 548 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 15%
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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Anonymous

Anonymous // 01/01/2019

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

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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.”

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Posted 1 year ago

“Shocking support in Europe.”

Helpful Report

Posted 1 year 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 1 year 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.”

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Posted 1 year ago

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

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Posted 1 year 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.”

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Posted 1 year ago

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

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Posted 1 year 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.”

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“The procedure for buying tickets etc boarding and seating arrangements were excellent. The staff were on the whole very helpful. However when it came to the restaurant car I decided to purchase two hot bacon rolls assuming they would taste similar to one’s I’d tasted whilst on holiday in Britain. The rolls cost 7 pounds 20 twenty pence. Without any shadow of a doubt they were the worst bacon rolls I’d ever tasted, the bacon barely cooked and the roll microwaved heated, hot and very doughy. I have no idea what your other foods taste like and won’t be finding out as the very small part of the roll I and my partner had eaten made us feel ill. Please someone look into this very minor problem as I’m sure many people would feel the same but unfortunately fail to notify your company of an easily rectifiable problem.”

Helpful Report

Posted 1 year ago

“Would rate 0 stars if I could. I accidentally bought 2 tickets for a week after I intended to use them and only found out on the train after the ticket office scanned one of the tickets. he explained that I needed to buy new tickets but could refund the original ones. I did this and Trainline have only refunded the ticket that wasn't scanned by the ticket officer. they are claiming that as the ticket was scanned it is shown as 'used' on their system and cannot be refunded. The online chats have been of no help and after 2 occasions of trying to convince them that a ticket that was scanned before we were informed it couldn't be used is not the same as a used ticket, I have been told they can offer me no help. I have requested escalation to a supervisor and also an email transcript of the conversations on both occasions and both times have been told this would happen within 24 hours of the chat closing. Both times I received no contact from a supervisor or an email transcript. they are completely useless! As a big corporation they clearly don't care about the individual customer. I will be doing everything I can to either book train tickets with another supplier or avoid traveling by rail if this is not possible and would advise other to be aware of the small print before booking as they essentially cover themselves so they can rip you off!”

Helpful Report

Posted 1 year ago

“Absolutely the worst place to buy a ticket unless your in a rush. Ask at the ticket office and investigate alternatives. I bought a couple of times tickets from West hamstead to working with national rail card for £29.?? It had a small commission by Trainline..seemed reasonable after a discount due to rail card. turns out if I bought the ticket at the station I get a day return for £19..No brainer!! So go to the station and ask for advise..mid you previous advise from the station master also only suggested £29! Moral in the story don't trust with the station masters or Trainline..BOTH are not on the customers side! Nationalise the trains I say!”

Helpful Report

Posted 1 year ago

“I bought the next available ticket to go to Cambridge from London (I came from France so this was a long trip) and the tickets were pretty much invalid, i had to bother 3 staff + pay another ticket + was late for my original appointment…”

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Posted 1 year ago

“DO NOT USE! Use the national(s) provider(s) instead. I got 700 euros taken from this app, because of transaction that THEY CANCELLED and my holiday money was just gone. Note: If you have any pb YOU CAN NOT CALL THEM. By using this service you are playing at the Russian Roulette....and it was always good for me until that day happened....... Bayern -Paris cost me so far 1000 euros because they charge you on unsuccessful booking and then you have to wait and wait for your refund...👎”

Helpful Report

Posted 1 year ago

Trainline is rated 1.2 based on 548 reviews