Trainsplit Reviews 990

Fantastic , efficient and helpful as usual.

I had a problem with my journey with a connecting train being delayed. Which is obviously upsetting, as I had to cancel my trip altogether.
But when asking for a refund, I couldn't be happier with the customer service, quick to answer me, and very efficiently dealt with. Well done! Many thanks

Efficient and helpful

TrainSplit is great for cheaper travel especially when commuting and trying to avoid peak prices.

When there were issues with travel and the need to cancel a ticket, the customer service from Jonathan was brilliant. Very helpful, polite and explained what they could and couldn't do and refund was processed quickly.

UPDATE:
TrainSplit have responded to this review claiming my ticket was used simply because I stepped foot on the train - even though my journey was never completed (it didnt even make it to its first stop!) and it was never scanned on the train itself. Here's what they're conveniently ignoring: Grand Central, the actual train operator, explicitly told me in writing that my original ticket remains unused and that I was eligible for a refund from the point of purchase. If my ticket was genuinely used as TrainSplit claims, why would the train operator themselves say it remained unused?

Even more absurdly, TrainSplit state that I would only have been eligible for a refund if I had stayed on the train and travelled back to London after the emergency evacuation at midnight.
So, after the train manager instructed all passengers to leave the train and find accommodation due to a stabbing on a train, TrainSplit believe I should have ignored those instructions, stayed on the train, and travelled backwards to London - adding hours to an already disrupted journey and incurring even more expense - just to satisfy their refund policy. This is completely divorced from reality and shows zero understanding of the stress and confusion that both passengers and rail staff face during major emergencies.

If it wasn't for Grand Central's excellent customer support stepping in, I would be out of pocket because of something entirely out of my control.

ORIGINAL REVIEW:
Extremely disappointing customer service from TrainSplit. My journey from King's Cross to Doncaster on 1st November was abandoned at St Neots due to the serious incident at Huntington station that evening. The train manager instructed all passengers to leave the train and find accommodation for the night - my ticket went completely unused for its intended purpose.

Despite this, TrainSplit repeatedly refused to refund my ticket, claiming it was "deemed as having been used" simply because I'd entered the gateline at King's Cross. They offered me a measly £3.65 refund for an unused connecting leg while ignoring the fact that the main journey never happened due to circumstances entirely beyond my control.

What makes this even more frustrating is that when I contacted Grand Central (the train operating company for my journey), they confirmed my ticket had remained unused as it had not been scanned on the train, only at the Kings Cross gateline, and I should have been eligible for a refund from TrainSplit as the journey was cancelled.

Grand Central ultimately processed the refund through their Charter Compensation system after TrainSplit refused to refund me, though as the point of purchase, TrainSplit should have handled this directly, not made me go back to the TOC and ask them to intervene.

Instead, I was met with unhelpful responses, refusal to discuss the matter by phone, and customer support going in circles asking the same questions repeatedly without progressing towards a solution. They showed no understanding of the exceptional circumstances, especially given Grand Central themselves had confirmed to me the ticket wasn't used!

Avoid TrainSplit - buy directly from train operators instead!

TrainSplit lure you in with cheap prices and a fancy website but when things go wrong, they offer little help.

Amazing service today from Adam. When my tickets didn't arrive, he sorted it out so quickly and I'm now in receipt of all of my tickets. Many thanks.

I feel like saying a big thankyou to Pam.
I use this app as it's easy to use, prices are the best.
When things go wrong like train cancellations, delays, and (me) booking the wrong return date. The customer service are helpful. The claims form is simple to understand.

I thought an error had occurred with my booking and asked Trainsplit to correct it.
I was surprised and relieved to get a response from a human being, Jonathan, who politely laid my concerns to rest by explaining that the ticket was valid for more than one day. We shall certainly us Trainsplit in future.

Made a train booking using TrainSplit . Found out I couldn’t make the trip about 40 mins later so mssgd and asked Adam at TrainSplit if could I get a refund.
All confirmed refund by email. Thank you Adam at TrainSplit. Excellent customer service. Will book my next trip via TrainSplit.

I had such a prompt response from Train Split and the advice was comprehensive and clear to my travelling situation. As I travel weekly it has bolstered my confidence in train travel. Well done Train Split, and especially Mike!

Excellent response time and great service as always.

Thank you Pam, you always do a good job.

After trying for two hours unsuccessfully to order train tickets from Trainline, and being told repeatedly that their system had decided that my email address looked 'suspicious' and blocked me, I gave up on them and tried Trainsplit.
Within 5 minutes I had booked, paid for and received my e-tickets, without any problems at all.
Guess who I'll be using to book train tickets in future.
I would suggest that if you are looking to buy train tickets at the best price, don't waste your valuable time with Trainline, go straight to Trainsplit and have a much more pleasant experience

Smooth booking process, used the app and took less than a minute to book. Great user interface and then super easy to request a refund. Also definitely cheaper than anywhere else!

Really helpful customer service, I accidentally booked the wrong train and they were happy to refund me, saved me a lot of money and hassle. I always book my train tickets here

process to get refund for ticket was prompt, efficient and well explained, debunked fears from any previous attempts using other companies.

Fantastic service to gain cheaper tickets.

A pleasure to deal with when refunding my tickets due to the derailed train.

Highly recommended.

During a protracted process of getting a refund for a ticket (not Trainsplit's fault, and it was a complex case involving a combined train and ferry ticket), they handled it so well that I felt compelled to write a positive review. In particular, I want to give a big shout-out to Adam in the Customer Support Team, who really went above and beyond to help me, combining a deep understanding of a complex aspect of the rail bookings system with a polite and helpful manner and very prompt responses. It felt like he was on my side, which is a refreshing change from the service found in a lot of companies.

The one other time I have had cause to engage with Trainsplit's customer services, it was a far simpler issue, but the service was prompt and helpful.

I'm glad to buy from a company with this outstanding level of service, and I'm happy paying the commission in order to fund the product, which saves me lots of time trying different options.

The website is clear and easy to use. On rare occasions, I can manage to get significantly cheaper tickets by forcing a "via" station, so the algorithm clearly isn't perfect, but I use it whenever I buy tickets and it saves me money, so I'll take it!

I don't often write such gushing reviews, but on this occasion it's justified.

Fantastically rapid and positive response from Tony when I contacted curtomer services about changing a ticket. Could not have been more helpful

Amending a ticket requires booking a new ticket then canceling the old one. This is an awkward process, but customer service was very friendly and helpful throughout

Fast & efficient customer service. App & all tickets work perfectly