Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 594 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

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Metrics

1.2

Based on 594 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful experience. Train was cancelled and Trainline will not refund the ticket for £52. They asked me to post the ticket back to them which i duly did. They deny receipt. I did not receive the service i paid for. In fact it turns out the train was already cancelled when i bought the ticket. Customer service also rude and slow.”

Helpful Report

Posted 3 years ago

“Two major issues with this app. 1: I paid for my ticket and the app decided to refresh, after that the tickets didn’t show on the ‘tickets’ tab!!! Luckily I was emailed them so could use that but was a hassle when trying to get them to scan at stations. 2: needed a refund today as I didn’t travel. They took £10 for ‘admin charge’! I refunded before using south western railway and surprisingly wasn’t robbed of any money so I don’t know why Trainline wants to keep an extortionate amount! £2-£3 I’d understand! Never using this app again and will use the official SWR app.”

Helpful Report

Posted 3 years ago

“Awful experience with trainline customer service: I have been charged on a ticket that I was unable to use despite having bought a flexible ticket, an insurance so that I can cancel it if need be. When I tried to cancel they refused on the basis of their system showing the ticket to be 'activated'. They refused to actually verify that the ticket is not used - as I have already checked this with the train manager and mentioned the customer service that the train manager reassured me that since he has not scanned the ticket, it should be refundable- and the ticket has not been scanned on the journey. I have spent hours on end. There is no where to escalate the complaint. I have been given the wrong email address to write a complaint. They refuse any responsibility and end the conversation as they are third party service providers. I can reassure anyone, no service has been provided to the customer. They are simply ripping people off. Never will I use their service again. I advice everyone to stay away from the incredibly unprofessional company”

Helpful Report

Posted 3 years ago

“Travelled 1st class Berwick to Doncaster my table was not cleared when I sat down and although an announcement declared masks needed to be worn I was the only person I could see wearing one. Not one member of train team asked persons in the carraige about this. I felt very vulnerable.”

Helpful Report

Posted 3 years ago

“NEVER BOOK RAIL TRAVEL WITH TRAINLINE!......unless you want to lose your money, have no tickets to show for it, find it impossible to speak to anyone within the company, have to buy new tickets at the train station and be told that loads and loads of people complain about them on a daily basis! They are worse than useless and aren't to be trusted. Their App doesn't do what they say it should and you will end up extremely stressed out!! Believe me, I've had a nightmare with them today and for my own sanity I have decided to walk away from them......you have been warned!!”

Helpful Report

Posted 3 years ago

“Absolutely awful experience using Trainline. Had a train booked from Doncaster to London and woke up to an email stating the train was cancelled and I could either a) use my ticket on another Grand Central service that day or b) request a refund. As there were no other Grand Central services that day I decided to request a refund and book a ticket for the Northern service as I needed to be back home that day. This was a few weeks ago and Trainline are still refusing to refund that ticket despite the email saying I could get a refund. Their reasoning is that I still traveled even though that was with a second ticket I had to purchase as there were no other Grand Central services available that day. Emails have been going back and forth for weeks and they will not give in and admit fault. When I arrived at the station the staff told me I could have used my original ticket however as the email stated Grand Central only I had already booked a second (more expensive!) ticket. Terrible customer service, no integrity and absolutely frustrating to deal with.”

Helpful Report

Posted 3 years ago

“I bought a first class ticket in advance from Glasgow to London Euston and I was going to travel today from Glasgow but I could not travel due to having two broken toes.I went online to change my day of travailing but I couldn’t.The train line didn’t let me because any dates I wanted to travel was not available . I didn’t want a refund just to change the day of travel but it was not letting me change the day of travel.I then looked at a refund and I was told my ticket was not refundable so the train line got £131 plus a booking fee out of me for nothing.not pleased at all with this company.mr rees”

Helpful Report

Posted 3 years ago

“They are scammers don’t buy any tickets from them they’re a big scamming company and all day or their associate are just as worse because they won’t help you out so you bought through them so just don’t trust me on it”

Helpful Report

Posted 3 years ago

“Service was easy to use. Unfortunately 2 people sitting in our seat, nothing but rude and arrogant and this was 1st Class”

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Posted 3 years ago

“Would be zero if I could, DO NOT use this comic of a site as prevents you getting you tickets then missing your train, the service is not even good enough to be awful.”

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Posted 3 years ago

“Do not buy the insurance!! It’s not worth anything. Put a claim into as had to change arrangements and it got rejected.”

Helpful Report

Posted 3 years ago

“Never book online with this company! During my booking the website went down . I was told to try again. I did and they double charged me for 2 tickets. They are refusing a refund and want me to go directly to the train company. The fact is it is easy to refund a visa butthey are making things so incredibly impossible. DO NOT use this company. I see form all the bad reviews I am not the only one.”

Helpful Report

Posted 3 years ago

“Complete inability to change travel time using mobile app.”

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Posted 3 years ago

“Bought a ticket on online for my son. After purchase a pop up appeared offering £16.87 off next ticket. Seemed harmless enough. Unfortunately there was some small, light grey conditions of receiving the discount. Very hard to notice. Then this week, a month after my ticket purchase, £15 was taken from my bank account by COMPLETESAVE.Co.uk! I’ve tried to cancel but no joy yet. Super disingenuous from TRAINLINE. Won’t be using again! Avoid.”

Helpful Report

Posted 3 years ago

“Absolute shambles. booked return family tickets from Loughborough to London. Opted to print at a ticket machine. The outward journey printed fine but the return did not print. emailed and they sent me a new collection code. I tried this and the same thing happened again. Spoke to staff at the station who advised me that i had to contact trainline. Just spoken to them again, been given another new code and told "hopefully" that will work. Not optimistic, but now off to the station again to try. my advice, never use trainline and just buy direct at the station”

Helpful Report

Posted 3 years ago

“Booked an open return train to London from leeds arriving at 1810. I can back the next day and had to pay for another train ticket as it was same day return. Spent 32 minutes on the phone and they were not helpful at all and could not get the concept that why would I book a same day return when I arrive into London late in the evening”

Helpful Report

Posted 3 years ago

“I bought tickets to go to Brighton and no tickets, no way of contacting them , do not buy your tickets from this site its a scam”

Helpful Report

Posted 3 years ago

“The prices are absolutely ridiculous, £5.20 for a 15 minute journey? Will not be using this service again”

Trainline 1 star review on 27th September 2021

Helpful Report

Posted 3 years ago

“So near to tears I can scarcely write review. I tried changing tickets and it is nightmare to deal with as you don’t get preview option on what you might have done and seem not to be able to change part only. Rubbish service”

Helpful Report

Posted 3 years ago

“Got to echo what others have said. Spent 40 minutes on the phone asking why trainline were not abiding by their own written policy. Finally promised a part refund. Money never repaid. Best avoided.”

Helpful Report

Posted 3 years ago

Trainline is rated 1.2 based on 594 reviews