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.
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.
The customer service provided by Trainline is consistently excellent, the app is great too. So much better than National Rail!
I needed to change my booking. Trainline's customer service was excellent and did more than I expected to help
Super service - great prices! Highly recommend!
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.
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
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!
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!
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.
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.
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.
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???.....
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.
Simple, straightforward and quickest way to get the right ticket at the right price.
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.
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!!!!
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
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.
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.
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.