Trainline Reviews

1.2 Rating 541 Reviews
4 %
of reviewers recommend Trainline
1.2
Based on 541 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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Trainline 1 star review on 21st March 2024
Ian
Trainline 1 star review on 21st March 2024
Ian
Trainline 1 star review on 17th March 2024
Dee
Trainline 1 star review on 31st January 2024
Anonymous
Trainline 1 star review on 31st January 2024
Anonymous
Trainline 1 star review on 18th August 2023
Lavinia
Trainline 1 star review on 18th August 2023
Lavinia
17
Anonymous
Anonymous  // 01/01/2019
Is it actually possible to get a refund from these idiots? Outward train was delayed indefinitely and the one back was cancelled but it doesn't seem to want to give me any refund. That's just robbery.
Helpful Report
Posted 1 year ago
God AWFUL! Thieves. There is no ‘treating customers fairly at all’ when things go wrong. They won’t provide help. When THEY cancel your ticket because of a cancelled train, you ask for a refund and THEY charge you an admin fee. In my case though they cancelled my tickets as the train was cancelled and won’t give me back my money at all saying the tickets were collected, even though they were cancelled. They still have my money and I’m so angry about this, that I will take this as high as possible, involving MP’s and ombudsman. Watch this space!The convoluted complaint process is seemingly deliberate in order to prevent and deter customers from complaining. The complaint system weighs heavily in favour of, in this case, both the ticket provider and the train operator, and the system seems not to treat customers fairly at all.
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Posted 1 year ago
Had so many problems and was denied a refund after the train strikes, even though the app misleadingly implies and even includes phone numbers offering reimbursement. The railways station even said "don't use them, they're awful." I will gladly take this and other bad reviews I will soon write off the Internet if I get a refund. Please email me at ajimoc@gmail.com.
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Posted 1 year ago
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.
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Posted 6 months ago
Trainline is easy to use but does not provide a full refund. I got criticised by the train line for getting "too many refunds" and they cancelled my refund option. Trainline you and your associates are shocking. You are nothing to do with rail companies and you try to aggravate people like me who do not always know all the rules. Trainline is a company for modern times, it is "woke" and I won't use it ever again. Thank you for your cooperation.
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Posted 8 months ago
Customer service is so bad that I can't find words to describe it. This service works fine until things go wrong & you need some intelligent & efficient help. After 9 emails providing the same information, I am flabbergasted by the moronic responses. I will never use them again.
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Posted 1 year ago
Absolutely appalling customer service via live chat and email. Given written confirmation of refund twice- nothing happened. Escalated to a “supervisor” Nidhi, who again confirmed the refund would be credited to my account within 5 working days. Had to chase this again, told I’d get the refund “soon”- how is this professional?! Then told the refund had been processed and speak to the credit card company. This deplorable belligerence is just to cause maximum frustration, waste as much time as possible so customers will not pursue the matter further. Issues are not addressed, you need to keep repeating your same concerns again and again only for them to do nothing about it. Say what you will about LNER, their refund process is excellent. Since it has been outsourced, Trainline’s service is utterly shambolic.
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Posted 1 year ago
I’ve been waiting for a refund for two tickets since December (now Feb). Refund was due to strike. One of the tickets did get refunded in late January, but a month on and the second yet to be refunded. Customer service also have two key issues. The first is that the detail in an email thread is cut off after a few exchanges, so you have to keep writing (or copying and pasting) the history back in. The second is that they seem to deliberately misunderstand a conversation for their benefit. At certain points in their saga I was told I was not owed a refund l, until I brought up points from previous emails and then, lo and behold, it will be processed. Except the second one hasn’t been. Grave situation, would avoid all bookings with this company in the future.
Helpful Report
Posted 1 year ago
Still waiting for my refund of £51 from a cancelled train in Dec. Anybody got the email address of the CEO of this awful company?
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Posted 1 year ago
I was told I would get a refund when changing the time of a train. It said the refund would be £55.60 and the cost of the new ticket was £55.60, effectively free. I paid the cost but they won't refund the money. I have been back and forth with customer service emails with them just repeating the same thing and not answering any questions. You can't ring and speak to anyone. I have used them for years but will now go direct to the train companies.
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Posted 1 year ago
dont buy tickets directly with them, do it with the train companies. There isn't any advantage and furthermore they dont help you with the changes, adding an extra cost for the handling, something which is out of the train companies' policies
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Posted 1 year ago
This is a dreadful organisation to deal with - DON'T
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Posted 1 year ago
Paid £36 for a ticket, the ap glitches out and didn't proceed to give me my ticket, although it had already taken my money. Tried to get a refund, they said they'd charge me £10 service charge. I said no to that, they said they'd refund the full amount, and yet all they refunded was the £10 service charge, and they forced me to close the dispute before sending it, meaning its now even more complicated raising a dispute about this issue. All set up to be as inconvenient as possible, hoping that people won't even bother going through the process
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Posted 1 year ago
Tantamount to fraud, but they get away with it. Avoid. Trainline booked my Derby - Ghent travel. Easy all in place. But then when you get a cancellation or strike you don't get your money back. Eurostar won't refund me nor will Trainline. I am out of pocket by £93 because of this I will never use Trainline again. Basically they take your money for a service they don't guarantee and won't refund. I am tempted to ask my bank to reverse the original transaction as fraud. AVOID! I will in future.
Helpful Report
Posted 1 year ago
Appalling customer service and no customer care. Jody Ford does not care at all about his customers and disregards any concerns brought to him. Due to the strikes, I missed shows in London and am out of pocket as a result. Rather than accept any responsibility, Mr Ford blamed me. Avoid Trainline.
Helpful Report
Posted 1 year ago
Worst train ticket company in the UK (maybe world?) More expensive Rubbish badly made App Rude useless customer service Will steal your money and scam you at every opportunity, even if it is there fault. DO NOT USE.
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Posted 1 year ago
My advice is not to buy ticket from them Once you book , they take the money and send you a message is booking failure and retiring your money So once the return your money they charging $12.65 for international transfer fee Which mean I believe they make a easy money this way ( like a scam) However I’m not recommending this website for booking ticket
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Posted 1 year ago
This is a rip off if you have to cancel the trip for some reason all you get is 6£ when youve paid 30£ it's a massive rip off
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Posted 1 year ago
Your website is the clumsiest I have ever used! I will never again buy tickets thru you! The stress I have been caused trying to negotiate, buying 1st ticket and asking for seat reservation only for my money to be grabbed for ticket without reservation! Appalling service, impossible to change, and no one to talk to.
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Posted 1 year ago
I had two tickets, however I had to change the times. This meant a different price. No problem. Cancel the tickets and buy more. So got an email about the refund, bought more tickets and sent the original tickets to Edinburgh. So far so good. My refund was less than half the email promise. Despite repeated calls they will not entertain the idea that a mistake has been made by them. I have no evidence of what was in the envelope that I returned. I have no idea how this is possible without going to a legal professional. Do not trust Trainline. It seems that they feel able make promises, but not keep them.
Helpful Report
Posted 1 year ago
Trainline is rated 1.2 based on 541 reviews