Trainsplit Reviews 990

Amazingly Fast and helpful response. Due to strike action I requested a refund of my train tickets but had difficulty with the online form. I contacted Customer service who couldn't have been more helpful and had sorted the whole problem out within the hour. The best customer service I have received in a long time.

Quick, clear and helpful!

New website even better than the old one (which was already great)

I don't normally write reviews here but the level of customer service I received was outstanding

The website and apps all work well for me and i like the way seat reservations "join up" when you choose split tickets

However, it was when I needed help that the folks at Trainsplit (and Adam in particular) really excelled themselves. I got detailed information about my problem and it was resolved with just an email. No chatbots asking silly questions and providing little help or information

These guys are experts in the vagaries or the many systems that make up the UK railway system and they used this to truly help me and explain things in a clear way

I recommend using Trainsplit next time you need to book a train ticket

I will not be using TrainSplit again after a very poor customer service experience. I have a reading disability and accidentally purchased a 13:33 ticket instead of my intended 15:33 ticket for the same day and journey. Following TrainSplit’s own website advice, I bought a second ticket for the correct train.

On board, the conductor mistakenly scanned the wrong (earlier) ticket first, then scanned the correct ticket one minute later. The first ticket had already been several hours out of date when scanned, making it impossible for me to have used both. The journey to Paddington was over 3.5 hours long, so their system clearly shows that both tickets were scanned back-to-back.

Despite this, TrainSplit refused a refund or even a goodwill gesture. They claimed “rail industry rules” prevented them from overriding the scan record, then passed me to SWR - who confirmed it was TrainSplit’s responsibility. GWR (the train operator) also confirmed TrainSplit could see the scan times for both tickets, but TrainSplit still refused to act.

I am not disputing the rules, but for a ticket costing over £100 and in light of my disability, a gesture of goodwill such as a voucher would have been reasonable. Competitors like Trainline have handled similar situations far more fairly. TrainSplit chose instead to hide behind “policy” and leave a customer out of pocket.

Prompt response and a very quick resolution to my query. Very helpful and would recommend Trainsplit for ease of use and providing a comprehensive breakdown of journeys.

Contacted customer service by email and received a response within an hour. Very impressed.

Great customer service, fast responses and great priced tickets.

A very straightforward process. The questions Jonathan asked made sense in respect trying to clarify the circumstances leading to my appeal. Very prompt too.

For some reason there was a problem with the train journey I had booked with Train Split. It was remedied immediately and well outside of designated office hours!

Trainsplit has been a godsend ever since i found it a year or so ago. The new website is even better, with the filters that show the 2 most important things - price and journey time - and unlike the other ticketing websites, it shows the lowest prices of the WHOLE day and even finds cheaper tickets that i haven't found on the other ticketing websites during the same session.

They also give an hours grace to refund tickets without question which is amazing. Especially useful when you are rushing to book advance tickets!

During the recent LNWR rail sale, trainsplit was the only one to have the £15 returns close to the sale end date. But i've noticed it can also find cheaper fares that don't appear on all the major ticketing sites (trainline, trip.com, trainpal, worse LNER which doesn't even do super off-peak returns for some reason)

I really appreciate this company for making rail travel cheap, comfortable and fun.

Wow. Great service from Jonathan.
Refund agreed within 30 minutes. Fantastic. If only South West trains provided the same service!

I was amazed how quickly they replied to my raised issue. I had bought the wrong railcard without realising and asked for a refund but they offered me a much more appropriate railcard. It was all solved within a couple of quick emails

Very responsive customer service - sorted my refund for replacement of tickets almost immediately, no fuss like the other websites

The app is easy to use and customer support were very quick to respond to any queries and extremely helpful. After dealing with Greater Anglia and their app and customer support I would highly recommend Trainsplit as the far better option

So quick to respond to my enquiry and so very helpful when I was uncertain how to begin the process . Jonathan is a credit to you and to himself thank you

Excellent and very prompt response to my question, which was resolved within 2 hours.

I made a mistake and booked a train journey for two one day early. The process of rectifying my error was made exceptionally easy and pleasant by the TrainSplit customer service person.

I have not enough words to express my appreciation for the quality and humanity of the support, and efficiency of the member of staff that helped me. I would give more than five stars if allowed. Thank you so much.

Really easy to book my travel, great prices and super quick and friendly customer service when my connecting train was cancelled. My advisor was Jonathan who processed my refund quickly over email. So much better than other travel companies I’ve used!