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

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

“Appalling company paid for insurance got no email with insurance then given run around by inept customer service... I will be using https://redspottedhanky.com from now on....”

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Posted 3 years ago

“I bought a ticket .Trainline did say on the phone they will refund it. They didn’t refund it. I checked in my account, it said that ticket non refundable. Poor customer service on the phone for 30 mins. It is a waste of time to communicate with trainline.”

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Posted 3 years ago

“Absolutely terrible customer service awaiting a refund which they said I was due because of incorrect information from their staff re my ticket purchase. Have phoned 7 times kept on hold while they “ investigate “ for twenty minutes each time promised immediate call back from manager each time - no calls . This has been going on 6 weeks now!”

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Posted 3 years ago

“Bought a ticket through the train line App and recieved a confirmation email with no tickets attached. Tickets were not accessible in the app either so I was unable to travel. After speaking to customer service on the phone I was told I could get a refund of 45p for a ticket that cost 10.80! I disputed this and they told me there was a £10 refund fee despite it being an error on their part. Eventually they agreed to refund the ticket after much dispute and still kept the booking fee.”

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Posted 3 years ago

“Despicable fraudulent legally scammers. This has to be up there with the current government in terms of being able to get away with scamming the public, without ANY legal recourse. I hope they go broke.”

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Posted 3 years ago

“Accidentally put in wrong railcard phoned 14hrs later to change, couldn't change had to cancel, only refunded if I booked new tickets which were £17 more than original.(also £8 more dearer than if I had booked on the lner website, won't be booking again on trainline)”

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Posted 3 years ago

“Unethical business practices. There are better companies to support. An unauthorized purchase was made using our card and we contacted them the same day regarding it but they refused to give us a refund. Our bank was able to help us out, but now Trainline is petitioning our bank to collect the money on tickets that were not used FROM AN UNAUTHORIZED TRANSACTION. What the heck! Trainline clearly needs more regulation. We will no longer be supporting them.”

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Posted 3 years ago

“For people who wanted CEO name it is on their page Jody Ford! I had the worst experience with them and I am trying to make everyone aware of the situation and avoid them at all cost.”

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Posted 3 years ago

“Will not return the ticket price. Exchange will cost the similar price, even though on the train station tickets were available for the similar price, Trainline will ask for double price. Will never use again. Not recommended”

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Posted 3 years ago

“Soulless capitalist company. Doesn’t care about anything except profit.”

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Posted 3 years ago

“Made a mistake on my booking so requested a refund. Charged £10 on a £20 booking... THIS HAS TO BE FRAUDULENT”

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Posted 3 years ago

“I wanted a refund on my ticket due to covid restrictions that recently came up and they won't allow it. They also won't allow me to exchange my ticket for a different date! I am livid. £124 down the drain.”

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Posted 3 years ago

“Absolutely appalling people, cheats and liars TRAINLINE are the WORST company I have ever dealt with - DO NOT BUY INSURANCE YOU WON’T GET YOUR MONEY BACK I HAVE BEEN WAITING MONTHS - absolute cretins”

Helpful Report

Posted 3 years ago

“I have been refunded numerous times for cancelled holidays, flights and airport parking due to Covid. I can’t attend an event in London due to Covid but Trainline won’t refund my tickets - or even offer a voucher or exchange! Won’t be using them again.”

Trainline 1 star review on 10th December 2021

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Posted 3 years ago

“If I could give zero I would. Possibly the worst customer service I’ve ever encountered.”

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Posted 3 years ago

“I wanted to change the date of my ticket. This was not possible and they charged me £10 to get a refund on a £27 ticket. Utter rip off!”

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Posted 3 years ago

“I have just spoken to the support team (Jenifer). Pretty certain that is not her name and she refused to give me her surname as its ‘company policy’ not to say your name – WOW. Direct from your website: “If your train was cancelled and you chose not to travel on an alternative train, the quickest and easiest way to refund your ticket is to do it online. Login to My Bookings, select your booking, and click on refund tickets. If our system recognises your train as cancelled, then you will see the normal admin fee has been waived (£0). You have 28 days from expiry of the ticket to request a refund” Exactly my situation yet you are refusing me a refund.”

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Posted 3 years ago

“They will grab your money at every opportunity. One second after purchasing my ticket, I realised I had accidentally booked for the wrong date. They used to have a cooling off period and be understanding of a simple error. But this time I was forced to pay a £10 admin charge. As a loyal customer, I find this absolutely disgusting, especially when we are already paying ridiculously high prices. They don’t offer any flexibility. In these uncertain times, hotels, flights, you name it have all been completely understanding and offered full refunds. Not Trainline! They will take every last penny they can from you and pocket it. If you can avoid using them, I’d seriously advise that you do!”

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Posted 3 years ago

“Crooks who don’t offer refunds. Sorry I have covid and can’t travel.”

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Posted 3 years ago

“I booked return tickets to Manchester and back from Southampton. I was then told closer to the time that one of the trains on my return journey would not be stopping at Southampton anymore and that I could find a new train or get a refund. Their app is dreadful to navigate and they offer no help. I wasn't able to find a new train without being asked to pay for it all over again rather than taking off the original price of the ticket I brought before, on top ofnthat if you try to get a refund it says you can't even though their email ststes I can and on top of that the insurance you get is not through them so you have to contact the company that insures it. There's no number and no live chat, if you try to do anything it just leads you around in circles. Utterly useless service, app and business”

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Posted 3 years ago

Trainline is rated 1.2 based on 583 reviews