Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 578 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 578 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 20%
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 21st November 2024

Anonymous

Anonymous // 01/01/2019

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

“Booked a journey from Halifax to Kings Cross for the 24/04/2025. Did not realise that at Leeds we only had 10 minutes to change for the London train. I am over 70, so we are concerned in case the train from Halifax to Leeds was late, so we tried to change that part of the journey. We were told that was not possible. We had to make a new booking for the full trip which would have been far more expensive. They refused to change the ticket for the short journey to Leeds. The actual cost of buying an earlier ticket for the short journey from Halifax one way is £5 for two. We have purchased a new ticket for the earlier train from Northern Rail. Beware if you need to change any part of your journey it will involve higher charges. We will not use Trainline again. The man from the call center in India could only say. "Computer say's No".”

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Posted 3 weeks ago

“Booked a train in Switzerland. Waiting at the platform which was delayed. Delay was showing up but no english notification on the board that the platform has changed. Trainline refunded to refund me as did the Swiss Train company. They suggested asking Trainline so basically both passing the buck for inefficient information about changes. In addition, no notifications sent from the Trainline app. Very disappointed. Best not use a 3rd party booking system and best book direct with the train company in future. More likely you will receive a refund or change if something goes wrong.”

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Posted 8 months ago

“I booked the train ticket for the trains in Spain. they charge each booking $5.68 booking fee which is fair, but they rip you off on the exchange rate. the ticket value is only 101.8 euro, based on the exchange rate of 0.91 Us dollar to euro, they should charge me 111.9 instead of 117.75. They added extra 5%.”

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Posted 1 year ago

“good for convenience and price comparison when things are smooth. Bad when trains are cancelled and you need a refund. It confuses everything, not the first time I’ve had this issue. In the future, Ill be going directly via the train service”

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Posted 1 year ago

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Posted 1 year ago

“After my journey was delayed by an hour and a half, I sought a refund only to find that I needed to post the paper tickets back to them in order for it to be considered. This seems like a barrier put in place simply to reduce the number of refunds they’d have to give out. Filing for a refund within my account, along with screen shots of the reference and transactions, is surely more than enough evidence to show that I purchased the tickets. I’m not sure what further verification the mailing of the paper tickets provides, a step also recognised by Trainline itself as ‘old-fashioned’. This is either an arbitrary and unnecessary step in the process of refunding, and should therefore be removed, or it is an intentionally inconvenient and unfair barrier to the refunds process, which should therefore also be removed. A silly design, or a greedy move. Either of which reflects poorly.”

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Posted 1 year ago

“I usually find that my ticket stops opening barriers at some point in the journey. You show it to the operative and they usually let you through BUT occasionally they check and tell you the ticket has been cancelled - by Trainline. I guess Trainline gets a refund, and relies on the passenger getting through anyway so not complaining. The train operating companies miss out on revenue.”

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Posted 1 year ago

“Booked tickets for 10 people to travel from Stafford to Cardiff. Received the confirmation saying there was a connection via Bristol Parkway, but then received the electronic tickets saying the connection was via Birmingham New St. Response to Email request for assistance was just a statement of the ticket terms. Spent 40 mins on the phone to be simply told not to worry I would be able to travel with no problems. It would not matter which way I went. Unfortunately an Indian Call center has never traveled to a Rugby International and try and persuade Train staff it is ok to travel because they said we could. It also means I can't book seats either. My only choice is to cancel and book again, and bear the loss of the booking fees.”

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Posted 2 years 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 2 years ago

“What a shambles after 4 staff advicing different platforms and times we missed 2 trains due to wrong information. Being disabled caused alot of problems”

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Posted 2 years ago

“Basically, great if you know for sure you are going to travel. However after dealing with them you will find they will start offing you deals, so you think, when you realise those deals are unobtainable once you have paid. You further realise you are then dealing with a French company not UK, which further exemplifies their lack of customer service and care. I will now offer you an example: I was offered a deal from a salesman direct from Trainline, for a Rail Card for Network Rail. On that deal I was offered £15 discount on the next deal. That was the offer, however after you hastily make the £30 payment for the Rail Card that was recommended as to where you normally travel, you realise you may only use it here and there. Hence maybe the £30 Discount card would have been a benefit. However the real deal on top of that inspiring your purchase as was stipulated by the salesman, was the £15 discount. So you pay the Rail card, only to read the small print; Has to be redeemed by the end of the month, which was within 8 days of purchasing the discount card. Well I had already planned buying a few railcards, however this didn't make the grade either, in order to qualify for the voucher, you had to make one purchase of around £50, which by the end of the month I wasn't about to make. Here comes the biggest ripoff from Trainline; In order to contact one fo their agents by phone they operate the most expensive premium rate number I had heard from a company, £3.50 call charge plus additional charges from your own provider. If you want to communicate with them via email, well you can't, there is no method to do this. Their website is designed to stop you in your tracks or confuse you in a way that will cause you to give up. The other other issue was recently, purchasing a ticket to Derby form Coulsdon South for myself and my son for Xmas Eve. As there may have been an issue I paid an additional £2.50 Insurance in case I had to cancel. Well, this last weekend I tested positive for Covid, I have therefore isolated and of course I will not be able to travel. Under the policy terms I can therefore obtain a full refund, however if anyone can tell me how that would be a help. They show no advice on their site on how to utilise the insurance. I have give 2 stars as purchasing tickets through them is easy and to obtain them is easy from the ticket machines. Their App is pretty good, however as I said any problems, issues, they do NOT want you contacting them. Bad service I would say as a whole.”

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Posted 3 years ago

“Keep hanging up while waiting in the queue to speak to customer service on phone! Been waiting an hour and a half to try and change my ticket because their website is not working, stuck at the payment screen. Same with the app. !!!BS COMPANY!!!”

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Posted 3 years ago

“Got an email from trainline at 0730 to inform me my 1110 from Birmingham international to Shrewsbury was cancelled and said I could apply for a refund when I did they charged £7.50 administration fee , but then I found out the train was actually running, think it will be booking at the station direct from now on”

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Posted 4 years ago

“Thank you Nirmala from trainline for your reply anyway .”

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Posted 4 years ago

“I booked the wrong tickets for one day and meant to book them for the following day. This was admittedly my own fault, so I rang customer services in an attempt to change them. His efforts to get my refund and rebook the tickets for the right day were appreciated, however, the lack of decent communication, be it down to the phone lines or just general understanding, meant I ended up assuming I was paying £35 and ended up paying more. I was also extremely confused on when I would get refunded and how much I would be getting back. All very stressful and could have easily been avoided if the workers could have been far more clearer and simpler about what the situation was with my tickets.”

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Posted 5 years ago

“We did a mistake by booking our train tickets and noticed it immediately after the booking. We got in touch with the customer service immediately to inform them and to undo the mistake and to change the tickets. They informed us that there are options to change the booked journey and gave us an email to inform the responsible department about our situation. We waited quite a time to get a response as the journey was about to take place a few days later. We called again 2 days later and then we were adviced that the customer service was not able to help us and gave us another email address. We asked for the manager but we were not allowed to speak to the manager. We received then an email as a response from our first email that they were not able to undo the mistake (even if we informed Trainline 1 minute after booking). We were left with all the costs and no tiny bit of sympathy for our special situation which we explained and why we did, unfortunately, did the mistake. The customer service is not supportive at all. Trainline offers cheap tickets, but just don't make any mistakes because if you ever need the support of the company you don't get it. It is human to do mistakes, but Trainline seems to count on this to make money out of it.”

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Posted 6 years ago

“Be wary and check your schedule closely. My wife and I found out too late that we had and impossible train connection in Paris. We only had 50 minutes between trains, and connecting train was at a different station that required a long taxi ride. Even though they have made a connection that was physically impossible to make, they were not sympathetic and would not refund that portion of the trip. We had to book a different train leaving from our arrival station”

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Posted 6 years ago

Trainline is rated 1.2 based on 578 reviews