Shocking customer service
Shocking customer service, spoke to a manager in their call centre in India called Karmjeeth who thinks it's acceptable to swear at customers then advises there is no escalation or complaints process.
Trainline Reviews
8,016 • Average
The customer service provided by…
The customer service provided by Trainline is consistently excellent, the app is great too. So much better than National Rail!
Excellent customer service
I needed to change my booking. Trainline's customer service was excellent and did more than I expected to help
Super service
Super service - great prices! Highly recommend!
Only the latest review will count in the company's TrustScore
Brilliant app
Brilliant app, all the information you need to book a ticket and to check train times, number of stops until destination etc. Also great for mobile tickets, and predicting platforms. Super useful and easy to use.
Got there in the end
Had a hell of a time trying to get through as my calls on my first three attempts were dropped. Eventually got through to a very nice lady who was helpful and understanding and apologised for the technical hitch that happened with the drop calls. She was able to process my request easily and I eventually got what I needed
Reply from Trainline
Hi Paul,
We're sorry to learn that you had to make several attempts to finally get in touch.
However, it’s great to hear our Customer Service team were on hand to provide a swift solution.
Regards,
Priyanka
We're sorry to learn that you had to make several attempts to finally get in touch.
However, it’s great to hear our Customer Service team were on hand to provide a swift solution.
Regards,
Priyanka
Super Amazing
Following a cancellation to my journey I was unable to initiate a refund over the phone.
I decided to ask some questions over web chat of which the agent was diligent in every aspect. They ventured every avenue in order to satisfy me, the customer. Their tone was very calm and reassuring, especially as I had missed an interview as a result of the cancellation. Not only did the customer agent endeavor to arrange/confirm a full reimbursement, they also provided me with other useful information relating to the insurance against my (then) purchased tickets.
Also, to go that extra mile - was very encouraging regarding my situation surrounding the interview. Positive words of encouragement and most motivating.
In respect of GDPR I'll not mention names but your know who you are (SMD)
Thank you so very much! - the customer service received really was beyond a 5* - I'm now ready and motivated to take on any challenge that awaits me today!
Reply from Trainline
Hi Karen,
Thanks for the 5-star rating!
Many thanks for taking the time to share your positive feedback, it’s very much appreciated.
It's really great to hear our Customer service team were efficiently able to help you with your request.
Regards,
Priyanka
Thanks for the 5-star rating!
Many thanks for taking the time to share your positive feedback, it’s very much appreciated.
It's really great to hear our Customer service team were efficiently able to help you with your request.
Regards,
Priyanka
Suffering from heavy cold
Suffering from heavy cold, sore throat and coughing I wished to postpone my trip to London tomorrow with the Coronavirus rampant. Explained to Ajay at Trainline and he managed to get me a refund to be used at a later date. A really good response from Trainline. Thank you!
Reply from Trainline
Hi John,
Thanks for the 5-star rating!
Thanks for the review, it’s great to hear our Customer Service team were able to help. We wish you a Speedy recovery.
We’ll ensure your kind comments are shared with Ajay.
Regards,
Priyanka
Thanks for the 5-star rating!
Thanks for the review, it’s great to hear our Customer Service team were able to help. We wish you a Speedy recovery.
We’ll ensure your kind comments are shared with Ajay.
Regards,
Priyanka
Polite and Helpful.
Very polite on the phone, explained what could and could not be done, may not get a refund which is gutting as not my fault I had to cancel tickets but the coronavirus, good company though, have used before without any problems.
Reply from Trainline
Hi Christopher,
Thanks for taking the time to post your review. It’s always great to receive such positive feedback!
Regards,
Priyanka
Thanks for taking the time to post your review. It’s always great to receive such positive feedback!
Regards,
Priyanka
Only the latest review will count in the company's TrustScore
Let's start a legal action against Trainline
Hello everyone,
Like many people on this site I've had many bad experiences with trainline but the reason why I am here, is to bring people together and take legal action against trainline.
The company sold me tickets through their application without giving me the possibility to change the name of the ticket. I wanted to buy a eurostar ticket via the mobile application for my girlfriend so she could come and visit me in England but between the "page" where you can choose whether you sit next to the window or in the aisle and the time to pay, the page where you can fill in the passenger information does not appear. Afterwards it is impossible to change. When you call customer service, they say they can't help you. By insisting a lot and asking the manager (who is never available anyway), they offer a refund (although I still haven't received the money). The problem is that buying back the right tickets is much more expensive because, by the time they make the refund, the price goes up. If this situation has already happened to you contact me (by email or via this site) and we can file a complaint together which has a better chance of success.
Changing the name on a ticket is something that even low cost airlines offer and in this case the phone application does not allow you to change the passenger information. Therefore, they are legally responsible for its errors and must therefore offer to change the tickets. I am not even talking about the deplorable customer service and the fact that one is forced to insist and get upset in order to get something completely normal. The stress generated and the time lost because of their service is another thing that should be complained about, but that is a separate issue.
Reply from Trainline
Hi Timothé ,
We're Sorry to learn that your recent booking experience wasn't a positive one.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, passenger name selected along with the journey details.
On the App we have provided you an option to make changes or add passengers on the first page where you enter your journey details.
We then provide you the summary before making the payment, along with the Passenger name mentioned to review before making payment.
As a ticket retailer, we’ll always assist you with a changes in line with the terms and conditions provided by the rail carrier.
We are unable to make these changes, if the rail carrier doesn't Permit changes on their tickets once booked.
For future we will always provide you the summary to check the details before payment page.
You can also find more details on changing the names in our help section: https://bit.ly/3aXHhhF
Regards,
Priyanka
We're Sorry to learn that your recent booking experience wasn't a positive one.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, passenger name selected along with the journey details.
On the App we have provided you an option to make changes or add passengers on the first page where you enter your journey details.
We then provide you the summary before making the payment, along with the Passenger name mentioned to review before making payment.
As a ticket retailer, we’ll always assist you with a changes in line with the terms and conditions provided by the rail carrier.
We are unable to make these changes, if the rail carrier doesn't Permit changes on their tickets once booked.
For future we will always provide you the summary to check the details before payment page.
You can also find more details on changing the names in our help section: https://bit.ly/3aXHhhF
Regards,
Priyanka
Complete Lie About Travel Insurance Refunds
When they’re good they’re good. However. Today I booked a ticket and I got travel insurance on it just to be safe. The ticket was Birmingham New Street > Nottingham. So. I go to request a refund of course because I need to cancel due to a ticket change (yes I am aware you can change tickets but this was an off peak return).
In the “travel insurance” box I read I’m eligible for a full refund. However they only refund £10 of the 22.50. Must. Be some sort of loophole somewhere. This isn’t to go without saying, they still haven’t refunded me for two previous cancellations either. I’m owed an overall of around £40 by these guys and it’s been a MONTH.
Terrible refund service. I’m pretty sure you’re only eligible for a FULL REFUND if you’ve payed a stupidly extortionate amount for first class. What a joke. I haven’t even got to the station yet and now I’m being refunded HALF my money and I have to go and purchase another ticket.
Reply from Trainline
Hi There,
I’m sorry you’ve not received the level of customer service we would expect.
As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier. Hence for change in plans, if you have an off-peak return ticket and you have not used it, you are eligible to refund them as per the terms and re-book the correct ticket.
However we have a dedicated team for any queries related to the insurance, who will assist you in any discrepancies you would want to discuss related to the claims.
Under the insurance you are eligible for full refunds only in certain circumstances mentioned by the company.
You can find more details regarding this in our help section: https://bit.ly/2IGboOu
If you need any further assistance you can get in touch with our Customer service team : https://bit.ly/38CyRdE
Regards,
Priyanka
I’m sorry you’ve not received the level of customer service we would expect.
As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier. Hence for change in plans, if you have an off-peak return ticket and you have not used it, you are eligible to refund them as per the terms and re-book the correct ticket.
However we have a dedicated team for any queries related to the insurance, who will assist you in any discrepancies you would want to discuss related to the claims.
Under the insurance you are eligible for full refunds only in certain circumstances mentioned by the company.
You can find more details regarding this in our help section: https://bit.ly/2IGboOu
If you need any further assistance you can get in touch with our Customer service team : https://bit.ly/38CyRdE
Regards,
Priyanka
TRAINLINE - DISGUSTING CUSTOMER SERVICE
I will never book through Trainline again! I recommend passengers book train travel through National Rail or local stations, these are covered with the Rail Ombudsmen. Trainline is NOT. Re Transaction ID 422075748008... was due to travel to Birmingham NEC return to The Photography Show on Sat 14/3/2020. The show has been postponed til later in the year (no firm dates given) due to government advise re Corona virus. I telephoned Trainline for advise and was told that as I bought Advance Tickets and so am not entitled to any refund, reschedule or credit. DISGUSTING COMPANY. Was also told that customer service had not been given advise re Corona virus. These are exceptional circumstances and times. If I had booked through my local station or National Rail Online, they are reissuing, refunding or crediting. Funny how other travel companies are making allowances but Trainline isn’t, this to my mind speaks volumes about Trainline as a business. The question is what is Trainline going to do about this???.....
Reply from Trainline
Hi There,
I’m sorry you’ve not received the level of customer service we would expect.
However, As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier.
Depending on the terms and conditions of different tickets provided by the rail carriers, we’re not always able to provide the preferred solution.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
As you were informed by our customer service, we are only able to provide full refunds if we are notified by the rail carriers regarding this information.
From what you've said it looks like you hold an Advance ticket, as they are non-refundable tickets, we therefore recommend you to follow the change of journey procedure.
You can find more details on changing the tickets in our help section: https://bit.ly/32OSYnK
Regards,
Priyanka
I’m sorry you’ve not received the level of customer service we would expect.
However, As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier.
Depending on the terms and conditions of different tickets provided by the rail carriers, we’re not always able to provide the preferred solution.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
As you were informed by our customer service, we are only able to provide full refunds if we are notified by the rail carriers regarding this information.
From what you've said it looks like you hold an Advance ticket, as they are non-refundable tickets, we therefore recommend you to follow the change of journey procedure.
You can find more details on changing the tickets in our help section: https://bit.ly/32OSYnK
Regards,
Priyanka
Disgusting service
Disgusting service - I have been trying for a month to get a refund that they have admitted I am entitled to. I am sick of the same old script of "we have processed the refund please wait 5 days", must read it off a crib sheet. You cannot get in touch with anyone at Head Office which is appalling. I have issued them with a 48 hour refund or small claim court case. Would never use them again, I would rather walk.
Reply from Trainline
Hi There,
We're sorry to learn that you are still awaiting your refunds and that you've not received the level of customer service we would expect.
We aim to process all refunds in a timely manner, usually within the time frame provided to you by the Customer service team upon receipt of the tickets being returned (assuming they’re in your possession and not mobile or e-tickets).
If you do have any outstanding refunds, please feel free to contact our Customer Service team https://bit.ly/38CyRdE who will be happy to review and explain why no refund has been issued.
Regards,
Priyanka
We're sorry to learn that you are still awaiting your refunds and that you've not received the level of customer service we would expect.
We aim to process all refunds in a timely manner, usually within the time frame provided to you by the Customer service team upon receipt of the tickets being returned (assuming they’re in your possession and not mobile or e-tickets).
If you do have any outstanding refunds, please feel free to contact our Customer Service team https://bit.ly/38CyRdE who will be happy to review and explain why no refund has been issued.
Regards,
Priyanka
Simple and quick.
Simple, straightforward and quickest way to get the right ticket at the right price.
Reply from Trainline
Hi Ian,
Thanks for the awesome review - great to hear we hit the mark!
Regards,
Priyanka
Thanks for the awesome review - great to hear we hit the mark!
Regards,
Priyanka
After the collapse of Flybe I was…
After the collapse of Flybe I was unable to use my return 1st class ticket from Manchester Airport to Meadow Hall. As there are no Airlines flying from Stuttgart to Manchester, I have little use of the option to change the date or time of my next visit to see family in England . I applied for a refund but was told no but given the option to change the ticket.
Reply from Trainline
Hi Linda,
We're sorry to learn about the last moment cancellations of your Flight. I acknowledge the inconvenience it must have caused.
As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier.
As the terms and conditions are different for each ticket type give by the rail carriers, we’re not always able to provide the preferred solution.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
From what you've said it looks like you hold an advance ticket, and these are non-refundable tickets hence we can only provide you the options to change them.
More details on changing the tickets can be found under our Help Section: https://bit.ly/32OSYnK
Regards,
Priyanka
We're sorry to learn about the last moment cancellations of your Flight. I acknowledge the inconvenience it must have caused.
As a ticket retailer, we’ll always provide you with a refund in line with the terms and conditions of the tickets provided by the rail carrier.
As the terms and conditions are different for each ticket type give by the rail carriers, we’re not always able to provide the preferred solution.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
From what you've said it looks like you hold an advance ticket, and these are non-refundable tickets hence we can only provide you the options to change them.
More details on changing the tickets can be found under our Help Section: https://bit.ly/32OSYnK
Regards,
Priyanka
I use the Business account on a daily…
I use the Business account on a daily basis. Today, however, after I purchased a ticket with return and left plenty of time for my journey, I was unable to view/download the ticket because the app wasn't working. People working at the train station sent me from one person to the other, without being able to help with my query and making me miss the train in the process. I tried restarting the phone, uninstalling and re-downloding the app a couple of times and still nothing. I then had to purchase a new ticket at the machine. Now, I have already missed a train and, because of whatever issues they always have at the stations, I missed my connection. I am late for my meeting, had to spend extra money and have an app on my phone that I won't be trusting again. Worst service ever in 2020!!!!
Reply from Trainline
Hi Adriana,
We're sorry to learn about your recent experience with the Mobile app . I acknowledge the inconvenience and disappointment it must have caused.
From what you've said, it looks like you were unable to access the tickets and had to purchase new ones to travel.
In order to investigate this fully and help you our with the best solution, we would request you to get in touch with our Customer Service Team : https://bit.ly/38CyRdE
Regards,
Priyanka
We're sorry to learn about your recent experience with the Mobile app . I acknowledge the inconvenience and disappointment it must have caused.
From what you've said, it looks like you were unable to access the tickets and had to purchase new ones to travel.
In order to investigate this fully and help you our with the best solution, we would request you to get in touch with our Customer Service Team : https://bit.ly/38CyRdE
Regards,
Priyanka
Clarity needed on phone app!
As someone who doesn't often use the train, I'd expect VERY clear information about what trains I can and can't board using an "anytime day return" ticket. There is a click-through, but unless you're bored, nosey or plain anal, I don't see why you would click. Silly me, thinking I could travel at any time on an any time ticket... Interestingly, the train manager said he had "lots of complaints" about this. Whether anyone takes it further with Trainline I don't know.
Will ring Customer Services tomorrow
Reply from Trainline
Hi Domino.
We’re sorry to hear your recent booking experience was a positive one.
Our aim is to ensure the booking experience is user friendly and simple to use.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
We then provide an overall summary prior to payment.
For future we you can always click on the ticket information and find all the ticket terms mentioned.
For any further details please contact our Customer Service team - https://bit.ly/38CyRdE
Regards,
Priyanka
We’re sorry to hear your recent booking experience was a positive one.
Our aim is to ensure the booking experience is user friendly and simple to use.
We try to be as transparent as possible and during the booking process, we provide details of the different ticket types along with the terms, any restrictions and ticket cost.
We then provide an overall summary prior to payment.
For future we you can always click on the ticket information and find all the ticket terms mentioned.
For any further details please contact our Customer Service team - https://bit.ly/38CyRdE
Regards,
Priyanka
Brilliant!
Farheen, helped me out with a mistake I made with my booking. She went above and beyond to help me. I appreciate it so much. Excellent customer service. I use Trainline a lot and because of this experience, will continue to do so.
Reply from Trainline
Hi Poppy,
Thanks for taking the time to post your review. It’s always great to receive such positive feedback for our Customer Service Team.
We’ll ensure your kind comments are shared with Farheen.
Regards,
Priyanka
Thanks for taking the time to post your review. It’s always great to receive such positive feedback for our Customer Service Team.
We’ll ensure your kind comments are shared with Farheen.
Regards,
Priyanka
Good customer service
Their app is easy to use, and they have incredibly customer-oriented service. I called their call centre for a refund, and they couldn't have been more polite dealing with the matter. I talked to two agents due to a problem at my end and both were superb.
Reply from Trainline
Hi Martti,
Thanks for taking the time to post your review.
It’s always great to receive such positive feedback for our customer service Team.
Regards,
Priyanka
Thanks for taking the time to post your review.
It’s always great to receive such positive feedback for our customer service Team.
Regards,
Priyanka
Journey Cancellation
Received a full refund from Trainline even though the journey was day's away. Very helpful and understanding when circumstances were given about the cancellation. Definitely use Trainline in future to book rail travel.
Reply from Trainline
Hi Stephen,
Thanks for the review, it’s great to hear our Customer Service team were able to help you with a full refund.
Regards,
Priyanka
Thanks for the review, it’s great to hear our Customer Service team were able to help you with a full refund.
Regards,
Priyanka