“The evening before I was due to travel from Bristol Parkway to Leuchars I received an email saying "this train will not be stopping at Leuchars" I thought this not to be a problem as I could get off at the station before which was Cupar. Thought I had better check with customer services. They refused to speak to me as the tickets were purchased by my brother. When my brother contacted them they refused to speak to him because the tickets were in my name! He had to get quite assertive before any information was given. I have no idea what is private or confidential about a train timetable! Anyway it transpired that the train had been taken off altogether. Why didn't they say so in the first place? I was told I could take the earlier train which I did. When the train arrived it was already full to capacity which many passengers on the platform ready to get on. I had a booked seat on the previous train but of course not on this one so had to remain standing until Cheltenham. I was fortunate in that a kind conductor found me a seat. Most had to remain standing until Birmingham. It then transpired that this train was going to Edinburgh and I had to change in the rush hour to get another train. After my 2 week holiday I contacted customer services with a view to a refund. By the time they had given me the info I needed to request this 28 days had elapsed and they refused a refund because I should have put in a request earlier. I found customer services attitude uncaring and unhelpful. They said all the right things but it was glaringly obvious that anyone who complains is a pain.”
“A warning to anyone considering booking train travel through Trainline.
I would strongly recommend avoiding Trainline altogether.
I was booking train tickets for senior family members travelling with me and specifically selected travel for 27 June 2026. However, throughout the booking process, Trainline’s system repeatedly prompted or presented tickets for 28 June 2026 instead.
I noticed this happening, which is why I made a conscious effort to continue selecting 27 June 2026. I was therefore shocked when the tickets ultimately issued to us were for 28 June 2026.
After discovering the issue, I contacted Trainline and submitted both screenshots and video evidence showing how their booking process repeatedly presented 28 June 2026 when I was trying to book 27 June 2026. The evidence clearly demonstrated the confusing booking experience I encountered.
What disappointed me most was the customer service. Despite providing detailed evidence, none of Trainline’s responses acknowledged that the screenshots or videos had been reviewed. At no point did they address the central issue I raised—that their booking process repeatedly prompted a different travel date from the one I was trying to select. Instead, every response simply referred back to the final booking confirmation and what appeared in their system.
As a customer, I felt completely unheard. Rather than investigating the evidence provided, Trainline appeared more interested in defending its records than understanding how the issue occurred in the first place.
Personally, I would be far more comfortable booking through Omio or, better yet, directly with the train operator. If something goes wrong, at least you are dealing directly with the company providing the service rather than an intermediary that, in my experience, showed little interest in properly investigating a legitimate customer concern.
Customers deserve better. They deserve a booking platform that functions clearly and a customer service team that is willing to genuinely review the evidence presented to them.
After this experience, I will not be using Trainline again.”
“Paid for a train journey that consisted of 3 trains Lytham to Preston- Preston to Glasgow Central- Glasgow Queen Street to Croy where we live
Lytham to Preston train gets cancelled on the morning of travel with the next train 2 hours later
Had to pay £25 for an Uber to make our Preston train to be told because we completed the later part of our journey we could not get a refund for the cancelled part of our journey even though we paid for a train journey we could not use .. also took nearly an hour on the phone to be told we couldn’t get a refund for our cancelled train
Will never book with train line again”
“I bought tickets for two trips each with a cycle reservation. The tickets were dispensed without the reservations. When I spoke to Customer Support I was told:
1) you don't need one, just show your ticket-I pointed out this was untrue and would likely lead to me not being alllowed on the train - I was then told:
2) go back to the station and speak to the station manager - I pointed out that the cycle reservations had not shown up on the ticket collection list so it wasn't a failure of the machine - I was then told
3) ring back in a few days as our tool to book bike reservations isn't working
I have today gone to collect tickets for two more journeys, again each with cycle reservations. Different station and for different routes. No cycle reservations dispensed! I won't waste time speaking to the useless customer support.
I'm fed up wasting my time because Trainline can't be bothered to fix the problem. I shall buy tickets directly from the train companies in future.”
“Fine we got to our destination. Bonus!
We were sold a ghost ticket to return. Left at station with no return then had to pay another £90 to get home as return tickets weren't valid for long journey back. We had the app and at no point were we informed that there was any problem with the return journey.
SO..we have sent all information to claim back refund..and they are totally dusregarding the complaint/ not providing service that was paid for..we would have been left stranded! And felt vulnerable travelling back over so many areas late at night due to non return journey as we are pensioners..
Ticket provider at return station actually suggested not to use you again as they have come across this many times..as you are not providing a whole service.”
“Absolute scam. Tried to book tickets to Liverpool, App wouldn't allow me to checkout, got "somethings of track message" after several attempts and failing called Trainline, they refused to sell me the £28 ticket and told me o have to pay £59, they wanted double the advertised price of the app 😳 😡”
“Failed to make my booking but gleefully took my money straight away, now being told I've got a 5 day wait, didn't wait 5 days to scam my money, definitely won't be using this service again”
“They listened patiently, communicated clearly, and took action fast. The updates they provided made me feel involved and reassured throughout the process. Thanks to their efforts, my issue was finally resolved—and I could finally breathe again.”
“I have used Trainline for years and would class myself as a regular customer.
I had some irregularities with my app and tickets so I called the support line for help. I ended up speaking to a supervisor who was dismissive, belittling and unhelpful. And said ‘just buy another ticket’
I found myself frustrated and saddened, saying the words ‘just forget it’
With sadness I will not use them again”
“I am bid to undergo cancer treatment and intended to visit my best friend prior to undertaking risky surgery. I insured my train tickets. 7pm, just over 24 hours before my train was scheduled to depart, Trainline email me to say that my train is cancelled and I may use my ticket on the service preceding and following my train, but every train on Avanti West Coast was cancelled due to a derailment. I called Trainline who told me to take a different train, clearly unaware of the issue. I had already contacted them via WhatsApp and was repeatedly told there were no issues with the trains. Eventually, on the phone they booked me onto a train via Edinburgh which was a lot more expensive but I needed to go as I had a coach ticket booked. I had thought they could at least offer me the price difference back but they have been totally unhelpful and lacking in empathy. I have cried tears of frustration and pulled my hair out endeavouring to deal with their customer service. DO NOT BOTHER BUYING INSURANCE, IT IS A SCAM”
“REFUNDS EXTORTION - I bought a return ticket was on time for 10:50 train as coming down stairs with child and push chair it was still 10:50 and train left . I paid £7;30 ( went in uber ) applied for a refund and told they will take more than half of what I paid (£5) as admin fee . THIS IS AN EXTORTIONATE amount and do not understand how that can be right . I am put off using this third party service again and will go straight to train ticket desk for my ticket . Will not use or recommend this service again - very disappointed & I want my full refund back !!!”
“I am writing to express my frustration with the repeated delays and cancellations I have been experiencing on my regular journeys to and from work. These disruptions have become far too frequent, causing me to lose both valuable time and money.
Most recently, I was scheduled to take the 15:45 train, which was delayed and eventually cancelled. I was advised to take an alternative service to Wigan North Western, but that train was also delayed. When I ask staff for updates, they often have little or no information to provide, which adds to the inconvenience and uncertainty.
It’s also disappointing that services are regularly cancelled due to relatively minor weather conditions. In many other countries, trains operate on time despite adverse weather, so it is difficult to understand why this continues to be such a problem here.
Given the amount I pay each month to top up my travel card, I do not feel I am receiving fair value for the service promised. I urge you to review these recurring issues and provide an explanation, along with details of any compensation or measures being taken to improve reliability. Passengers should not be expected to simply accept this as the norm.”
“The Trainline is the same Edreams website. The customer center is not helfull for cliente. They answer a lots like they very care but they don not support the issue.
I was bought the ticket from France to Salzburg - Autrias. But then the train company was cancel my journey and then I did claim about it to the train company to get refund but I don not know how many time they need to process my claim
Then I asked the train line to help me to know something about the time because I don not have the way to contact to train company the they just answer they don not know, they don not have respontility with client, the train company will process the issue. They are just do 1 step is salling the ticket.
Goodness. HOw can they say that with client!!!!
I never use Trainline anymore.”
“WORST EXPRIENCE EVER
I booked a trip from Granda spain to Córdoba.
1. The ticket is much more expensive than the actual train line like Refne.
2. The are absous non-refundable on any circumstances
3. The exchange fee is unreasonably high
4. Customer service is terrible”
“I regret to confirm the previous reviews.
I received an error message while trying to pay, even though the payment was processed. They then refused to issue a refund, so I ended up paying full price for a ticket I never used, due to a technical issue on their website.”
“Appalling experience with the tickets we were sold for trains in Italy. There was absolutely no way in the world we could ever have made our connection at Milano Centrale to the next station via the metro within 1/2 hour, it took us 2 HOURS so of course we missed the connection. Totally unrealistic timing. We'll never use Trainline again.”
