Seatfrog Reviews 1,271

I have used this app a lot and it is very useful - I’ve achieved significant savings.
For the main it’s easy to use, just a couple of niggles and occasional connection problems, otherwise it would have been 5 star.
Had a customer service issue, which Vanessa sorted - Thanks

I booked two upgrades and had an issue with seat selection due to an additional need. I spoke with Vanessa H at customer service, who was incredibly understanding and helped me to sort out the issue quickly and effectively.

I’ve used Trainline multiple times and will continue to use it for upgrades etc as it’s second to none. This is the first time ive had to deal with customer service, but Vanessa excelled herself and was a credit to the company!

Absolutely fantastic experience. Vanessa at customer support was simply superb in helping out and so quickly! Her kindness and ability to help so quickly made my whole day

Used Seatfrog for a longtime and always found service great!

Wonderful customer service with very prompt response to my request

I love Seat Frog!
Recently discovered the app and with a new job i am travelling alot more and have already enjoyed several upgrades!
Customer service is also fantastic!
I had an issue with a double booking and Ella fixed it straight away!

Made the mistake of winning two auctions for a train ! Emailed support and the amazing Ella V - responded and refunded me for my mistake ! Thanks again.

A big thank you to Vanessa H for resolving my issue swiftly and smoothly!

Vanessa H and Ella V were fantastic many thanks for your kind support.

I made a rookie error in booking an upgrade for the wrong time. When the app asks if you have a ticket it just asks for the day and not the time. As it says upgrades are released 24 hours before I didn't notice that the upgrade offered was for a train 9 hours later than the train I had booked! First time user excuse.
I contacted Seatfrog and they were extremely understanding as I was new to the process. I was assisted by a very helpful customer service member - Ella who appreciated the issue and refunded my upgrade fee back to the account.
Thank you Ella - I was very grateful for your help

The support was fantastic after my train was declassified on two occasions, the process to be refunded and easy to follow. Big shout out to Ella, who was patient with my stupidity 👊🏻

I bought a single ticket (with a senior railcard) from Oban to Glasgow the day before travelling . I had read the conditions and it said it could be refunded if claimed before the day of travel (with a £5 admin fee!!). The ticket could not be sent electronically and had to be collected from a machine (of which there aren’t any on Oban station evidently). As I was very pushed for time I didn’t want to risk missing the train by collecting from the ticket office. I therefore decide to buy a ticket direct from Scottish Rail and reclaim the ticket bought through Seatfrog. Having made my claim, I have just been told by email that the ticket is non refundable which is in direct contradiction to what was stated on the conditions. Unless this can be resolved I won't be using Seatfrog again.

Excellent customer service!

Great customer service sorting an upgrade refund for a cancelled train. Thankyou to Ella at Seatfrog

I’ve used Seatfrog a couple of times and have had a pleasant experience. Today I accidentally booked the wrong train and Vanessa at customer services was extremely helpful and refunded me right away. Will definitely be using them for all my future train bookings.

Seat frog staff helpful kind and they go the extra mile to help thank you all for your help and kindness regards Ann Hemmings

Been using seatfrog since 2019 and have had generally a very positive experience. A great business model to take a bit of the cost out of the extortionate UK train fairs. Recently had a small challenge and the customer service from Ella was brilliant. Solved my issue promptly and fully.

The agent responded super fast - had accurately collected the relevant information and understood my issue/ request. Solved promptly - well handled.

I don't often leave reviews but felt the service I've just received from Seatfrog warranted one.

Unfortunately my train was delayed from Paddington, the station staff suggested it was highly likely to be cancelled. I'm a nervous traveller so made a decision to bid for a 2nd upgrade which was successful; however my original train then arrived (albeit late).

I submitted a claim to Seatfrog which was passed to Ella and handled with great care and attention; i was honestly expecting a stock decline response back. Instead Ella showed empathy and understood my dilemma and the reason I hurriedly booked a 2nd upgrade.

The refund was honoured. Thanks again Ella!

I made a mistake on my booking, then used the wrong form to request a refund (I know, I know!) but finally got there with help from the lovely Ella V in the support team. In an age where the computer endlessly says no, it was absolutely wonderful to have kind and prompt answers from a helpful and patient human! Top marks, Ella, you are a credit to your team.