Railsmartr customer service is the BEST customer service, I've encountered in a very long time. I am a first-time train traveler, and I was having an issue. Sonia at Railsmartr was so incredible.... See more
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Excellent service from Railsmartr, always trustworthy and helpful. We have used them many times for train tickets and everything is always perfect. Sonia kindly helped me with a refund when my husband... See more
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I tell everyone about Railsmartr. So much better than any of the other companies - the customer service is amazing - you actually get a response from a person and they seem to be really on the side of... See more
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During these tough times, it either makes or break people/companies. Train genius were superb. Had advanced tickets booked for a family of 4, lockdown came along, needed a refund. They kept me inf... See more
Company details
About Railsmartr
Written by the company
Be smarter.
Spend less on train travel with Railsmartr.
As an independent retailer of train tickets, we're on your side. We aim to find you the cheapest fares and we’ll never charge refund fees if you’re not able to travel.
Our mission is to always find you the cheapest fares. With the train fares structure being insanely complex, it’s a pretty difficult task. How do we do it? Our algorithm is set to find the cheapest fares, while some other retailers look for the fastest trains. So we can find you the cheapest tickets, even if it means some of the journeys we find take a little longer.
We’re committed to our ‘no extra charges policy’, so we never add any fees – not even for refunds. Why should you pay extra fees just to get your train tickets? Or because your plans change? Exactly!
Our team has been selling train tickets online since 2008, so we’re experts at what we do. We can help you find the best value train tickets, decide when it’s cheapest to travel and give you handy tips to make train travel easier. To make your journey even better, we’ve got some exciting additions coming soon, like our unique airline-style seat picker. So watch this space.
Contact info
83 Victoria Street, SW1H 0HW, London, United Kingdom
- hello@railsmartr.co.uk
- railsmartr.co.uk
4.8
Excellent
168 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service!
I incorrectly booked tickets for the wrong date and contacted Railsmartr to see if I was able to get a refund. A member of staff called Sonia emailed me back soon after and was extremely helpful going through all the information and ultimately giving me a refund. Sonia went above and beyond and I will absolutely use railsmartr again and would recommend to my family and friends! Absolutely fantastic customer service- thank you 🤩
February 3, 2025
Unprompted review
Reply from Railsmartr
Hi Olivia, thank you so much for your kind words. We are really glad we could help, and it's great to hear that you had a positive experience with Railsmartr. It also means a lot that you mentioned me personally, we always strive to provide the best possible service, so knowing that you’d recommend us to family and friends is truly appreciated. We look forward to helping you with your future journeys. If you ever need assistance again, don’t hesitate to reach out. All the best, Sonia
Fantastic service and customer relations
Since starting to use Railsmartr, I have been very impressed with their service - particularly the Customer Service supplied by Sonia. They are responsive, helpful and reliable whenever I need to exchange and refund a ticket [which is often!] Their intention to remove booking fees and fees to change tickets is really admirable, in an environment where other providers seem to be looking to make extra profit any way they can. Thoroughly recommend as an alternative booking provider for your travel!
November 19, 2024
Unprompted review
Reply from Railsmartr
Dear Zoë, thank you so much for your kind words and thoughtful review. We’re thrilled to hear that you’ve been impressed with our service, and I truly appreciate the personal mention. Ensuring that our customers receive responsive, helpful, and reliable service is one of our top priorities, so it’s wonderful to know that we’ve met your expectations. We’re also delighted to know that you value our commitment to removing booking and ticket change fees. It’s feedback like yours that inspires us to keep innovating and improving our services to provide the best possible experience for our customers. Thank you for recommending us as an alternative booking provider—it truly means a lot to our team. We look forward to assisting you again in the future. All the best, Sonia
First class customer service
So simple, quick and easy to deal with.
November 18, 2024
Unprompted review
Reply from Railsmartr
Hello, thank you very much for your kind words. We're so glad to hear that you had a first-class experience and found everything quick and easy. We truly appreciate your feedback and look forward to assisting you again in the future. Thank you again. Kind regards, Sonia
First time using this service
First time using this service. Site easy to navigate,terms are good,clear and precise.
I wanted to make a slight change after booking,and the help given was superb.
Couldn’t be more pleased.
October 16, 2024
Unprompted review
Reply from Railsmartr
Dear Helen, thank you so much for your kind review and compliments. We're delighted to hear that you found our site easy to navigate and our terms clear and straightforward. We're especially glad that our team was able to assist you with your booking change. Your satisfaction means a lot to us, and we look forward to the opportunity to serve you again in the future. Kind regards, Sonia
Excellent customer service from railsmartr
I've used railsmartr for several years and it is the best rail ticket buying site. Particularly good is their customer service, who are always quick, efficient, and informative - as well as very nice - just as Sonia was today who dealt with my refund. They really stand out in a world of chatbots and AI. Keep up the great work!
September 11, 2024
Unprompted review
Reply from Railsmartr
Dear Mr Edmunds, thank you so much for your kind words and for being such a loyal customer. We’re truly humbled to hear that you have consistently had great experiences with us, and I’m glad I could assist you with your refund. We always aim to provide quick and efficient service, and your feedback truly means a lot to us. Thanks again for your trust and continued support. If there is anything else we can do to help, please don’t hesitate to let us know. All the best, Sonia
The best way to buy train tickets
Railsmartr provides train tickets with exceptional service. The website is intuitive and easy to use, and the customer service is 5*. I have recommended Railsmartr to many friends.
Sonia has always responded to my ticket change requests incredibly swiftly and with a friendly tone. I cannot fault Railsmartr.
I truly hope the company succeeds and continues to grow. Thank you Railsmartr, don’t change!
August 30, 2024
Unprompted review
Reply from Railsmartr
Hello Max, thank you so much for your kind review! We are thrilled to hear that you find our service exceptional and our website easy to use. It’s also lovely to know that you have recommended Railsmartr to your friends. I’m glad I could help with your ticket changes, and I really appreciate the mention. We truly appreciate your support and look forward to continuing to provide great service. Thanks again for being such a valued customer. All the best, Sonia
Very quick solution to self-created problem.
I'd misentered my email address, so I did not receive my tickets. I emailed them with the details I knew, and they, in my case Sonia, very quickly found my booking, corrected my email address and resent the tickets and confirmation.
It really felt like personal, not just the "corporate" service one might expect.
April 18, 2024
Unprompted review
Reply from Railsmartr
Hello, we really appreciate you taking the time to share your valuable feedback and for your kind words. We are delighted to hear that you had a positive experience with our customer service and felt genuinely cared for. If there is anything else we can do for you, please do not hesitate to reach out to us. All the best, Sonia
Excellent service
We have used Railsmartr for awhile and it has saved us money when we've ultimately had to change tickets (not only are there no exorbitant fees, there are no fees at all) but the folks working there have been some of the most helpful, nicest folks to interact with. But especially, really helpful even when you have queries that I'm sure they get asked all the time. Very appreciative of the Railsmartr team! Special props to Sonia who has dealt with my numerous changes and refund requests lately!
April 12, 2024
Unprompted review
Reply from Railsmartr
Dear Sarah, thank you so much for your lovely feedback and kind words. At our core, we are committed to ensuring that our valued customers secure the most affordable fares and never incur refund fees should your travel plans unexpectedly change. Your loyalty means the world to us, and it was a pleasure to be of assistance when needed. We look forward to assisting you again in the future. Thanks again. Warm regards, Sonia
Great service with simple refunds
Great service with simple refunds
I've been using Railsmartr for over a year and they are excellent. Their refund process is very easy to follow and they process claims quickly.
March 18, 2024
Unprompted review
Reply from Railsmartr
Hello, thank you very much for taking the time to rate our service and for being a valued repeat customer. We are delighted to hear that you found our refund process easy to use and that you are happy with the service provided. Thank you once again. If there's anything else we can assist you with, please don't hesitate to let us know. Wishing you all the best, Sonia
Excellent service
Fast response, helpful replies and offers to help. Excellent service all round, couldn’t be bettered.
February 19, 2024
Unprompted review
Reply from Railsmartr
Dear Peter, thanks so much for your kind feedback. Our team is dedicated to providing high-quality customer service, and it's gratifying to know that our efforts have made a positive impact. All the best, Sonia
Tickets
I had an issue and the company resolved it.I am really greatful for the time they spent doing so.I also received a nice e mail and would use the company again as i now have the information i need,so thank you so much
January 12, 2024
Unprompted review
Reply from Railsmartr
Dear Susan, we are so grateful for your kind words and 5-star rating. We are glad we managed to solve the issue and that you are happy with the service you received. It is also extremely rewarding to hear that you will book again with us in the future. Thank you again. All the best and take care, Sonia
Fast refund experience
Today I emailed the company asking for a refund as I can't travel on tickets booked for tomorrow, I sent the email requesting a refund at 10:09 and at 10:38 got an email saying the payment had been sent.
Seriously good customer service, taking minutes instead of days/weeks like some retailers do
January 12, 2024
Unprompted review
Reply from Railsmartr
Dear Ben, thank you so much for your lovely feedback and for your time in sharing your experience with us, which we really appreciate. We are glad to hear that you are happy with the customer service you received. Let us know if there is anything else we can do to help. Thanks again. All the best, Sonia
The go to site for train tickets in the UK
Railsmartr is my go to site for tickets in the UK.
Simple to use and very fair. If you need to make any changes they do so promptly and free of charge.
December 12, 2023
Unprompted review
Reply from Railsmartr
Hello, thank you very much for sharing your experience with us and for your positive feedback. We are glad to hear that you like to purchase tickets through Railsmartr and that we are able to meet your expectations. All the best, Sonia
Excellent customer service always
Excellent customer service always - prompt response, very helpful staff and amazing support with amending tickets. Thank you so much
October 20, 2023
Unprompted review
Reply from Railsmartr
Hello, thank you very much for being a loyal customer and for your positive feedback. We really appreciate your kind words and we look forward to assisting you again in the future. Thank you again. Kind regards, Sonia
Swift and easy purchase of train…
Swift and easy purchase of train tickets w zero booking fees. Had a query regarding a refund/ amendment of an advance train ticket I bought earlier that coincided w the industrial strike action, and the customer service team responded and assisted within a day. Greatly appreciate it.
October 12, 2023
Unprompted review
Reply from Railsmartr
Dear Alissa, thank you so much for your lovely review, it was a pleasure to be of help. We are glad that you find our booking portal easy to use and that we were able to meet your expectations. Have a great day, Sonia
Best ticket retailer
Railsmartr is the best retailer for UK train tickets. It offers excellent, friendly and fast customer service along with detailed blogs giving unbiased advice on railway related topics such as which operators first class is worth it.
It's biggest unique selling point is no fees on amendments and refunds. This puts other retailers to shame. Railsmartr allows you to confidently book in advance without the worry of losing out financially. For me, this saves me £1.20 per day on my commute to university (£180 a year) as I'm able to book the cheapest advance tickets 1-2 weeks before. If plans change I just pay the 60p difference in fare to amend my ticket to an earlier or later service, or change to another day.
There's a few disadvantages to railsmartr such as no app, no account feature, no routing (via/avoid) feature, no split tickets, however flexibility and customer service far outweighs this in my opinion. I'm sure these features will eventually be added, browser autofill of details/card info and using other sites to find split ticketing opportunities (and then returning to railsmartr to purchase) are ways to reduce the impact of these disadvantages. The design and information given to you in the booking process is excellent and accurate.
Overall I strongly encourage you to use railsmartr, you never know when your plans will change. Having this guarented flexibility and fast customer service protects your money!
October 12, 2023
Unprompted review
Reply from Railsmartr
Dear Robert, we are incredibly grateful and humbled for your kind words and 5-star rating. Our team aims to provide the best possible experience to our customers and, as an independent retailer, we are committed to never charge refund fees if you’re not able to travel. We are also very pleased to hear that you find our blogs helpful, as your feedback validates our efforts. Thanks also for your valuable and detailed suggestions to improve our service, we are working to add new features and we’ll be adding split tickets soon. Please feel free to contact us any time if you have any questions. Wishing you all the best, Sonia
CUSTOMER SERVICE WAS VERY QUICK
October 10, 2023
Unprompted review
Reply from Railsmartr
Dear Keith, we really appreciate you taking the time to rate our service. Let us know if there is anything else we can do to help. Thanks again. All the best, Sonia
minor issue with ticket collection
would let me buy tickets with zilch but unable to collect as needed a physical card for the ticket machine.
Understandably annoyed at the time but this was refunded after a few emails and they have agreed that this needs to be looked into to make clearer going forward
Now resolved so thank you Anna
June 23, 2023
Unprompted review
Reply from Railsmartr
Update: Hello, we would like to let you know that, as promised, the system has now been fixed to accept virtual card payments for ticket collection. Best regards, Sonia
--------------
Hello, thank you for your feedback, we are sorry about your unpleasant experience. We are aware that virtual cards can cause problems collecting tickets at the station, as it's an issue which unfortunately affects all UK rail ticket retailers. We are glad to hear that you are happy with our customer service and that we were able to help. Best wishes, Sonia
Reply from Railsmartr
Hi Catherine, thank you for your lovely feedback. We are glad that you find our portal easy to use and that we were successful in our mission to find you the cheapest through fares. Best regards, Sonia
Prompt service
I was able to change my train ticket date easily through the website, and service was prompt.
May 22, 2023
Unprompted review
Reply from Railsmartr
Hi John, thank you very much for your positive rating. We are pleased that we were able to help you change the date of your tickets. Please feel free to contact us, should you need anything else. Thank you again for your time. Kind regards, Sonia
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