Excellent customer service over the…
Excellent customer service over the christmas period when they have to work extra hard to keep people happy! Highly recommend.
Trainline Reviews
7,568 • Average
The train line app is very difficult to…
The train line app is very difficult to get it going
In future will phone saves time and frustration
I guess those who maintain app find it easy must get help from those who dont regularly use
Last minute ticket change
I got great help from the agent. She was patient and friendly during the whole process
The staff are very helpful and the app…
The staff are very helpful and the app is very easy to use
Sorted my issues without any fuss and…
Sorted my issues without any fuss and within minutes, thank you!
Trainline always helpful good app great…
Trainline always helpful good app great service
Only the latest review will count in the company's TrustScore
Bad day out to Manchester
Purchased tickets on trainline for a trip from Bootle new strand to Manchester Victoria. When arrived at Bootle strand there was no machine to get tickets so had to pay 2 adult single fairs into town as I was told couldn’t use the tickets until at lime street. Trainline obviously knew this was the case and try to rob people on paying more (even a member from merseyrail said this).
When we was coming back from Manchester Victoria, train got delayed by an hour so you could imagine the amount of people who was waiting on the platform. Then last minute they changed platform to upstairs so everyone was rushing and pushing on the platform, then when we got onto the train they kept allowing more and more people on until we was all squashed on the train and tried to get off but was that full nobody could barley move. Then to top it off was delayed yet again by 15 minutes while we was on the train as a service train was in front. Bad service from train line and unbelievable bad service from Manchester victoria.
The customer service I received - Happy bunny
The customer service I received, from Richard was impeccable. I accidentally booked the wrong tickets and I was panicking as I was low on finances and Richard was very calm and polite and helped me as much as possible. He heard the distress in my voice and he was very friendly and kept me at ease. Thank you so much Richard for being patient with me and being so friendly you had the most upmost manners and professionalism. Due to this customer service I will definitely be using trainline again!!!
Total ripoff
I am very Unsatisfied with the way your French trainline team handles the consequences of the strike in France.
Because of this bad service, I lost one return ticket.
Very unsatisfied customer.
After having difficulty changing dates…
After having difficulty changing dates online I sent an email and was asked to phone for assistance. I fully expected it to be a difficult and convoluted to try and get the refund I wanted, however the operator was unexpectedly really helpful, going above and beyond what she needed to do and refunding more than they had to because of the circumstances. Really suprised!
I bought the wrong ticket by mistake..
I bought the wrong ticket and I called Trainline for help. The advisor I spoke to, Koramapu, understood that I made a mistake and helped me get a new ticket! I would highly recommend!!!
Customer Service agent Shikar was an…
Customer Service agent Shikar was an absolute star! This guy needs some acknowledgement for his fantastic customer service, thank you Shikar
Excellent customer service!
Excellent customer service!
Reply from Trainline
Hi Tabitha,
Many thanks for the 5-star rating!
It’s always great to receive such positive feedback.
If you haven’t already traveled, have a safe trip!
Thanks
Priyanka
Many thanks for the 5-star rating!
It’s always great to receive such positive feedback.
If you haven’t already traveled, have a safe trip!
Thanks
Priyanka
Just had the most amazing customer…
Just had the most amazing customer service experience with an employee in customer service.
Reply from Trainline
Hi Peter,
We really appreciate you taking the time out to share your experience with us.
It’s great to hear our Customer Service team were able to help you in the best way possible.
Thanks again for the review and safe travels!
Thanks,
Priyanka
We really appreciate you taking the time out to share your experience with us.
It’s great to hear our Customer Service team were able to help you in the best way possible.
Thanks again for the review and safe travels!
Thanks,
Priyanka
Refunds
Refunds. These people are criminals. I bought a £12 ticket and went for a refund through their app. Which they had charged me for using. They charged me £7.50 admin fee. Disgusting. Absolutely appalling. Something should be done about this criminal act of fraud. Tell me, Trainline, how much does it cost you to give a refund?When every shop/business/seller gives you a full refund. You are also wrong in law to say you must pay the refund to the buying card. No, this is rubbish. Just warming up. Then, you say, send it by recorded delivery. Firstly, there is no longer any such thing. It is now signed for. So, booking fee, £7.50 admin fee. Seven pounds 50. You bunch of fraudsters. Then signed for costs. Absolutely ridiculous. It is a conspiracy to defraud. Then to make honest customers just give up. It is disgusting. Don’t use these fraudsters.
Reply from Trainline
Hi David,
We’re sorry to hear your recent experience wasn’t a positive one.
We try to provide as much information as possible during the booking process and within our help pages by including all ticket conditions as well as refund eligibility.
More info on our tiered fee structure can be found here https://bit.ly/2Z71e0u.
As a retailer, before we can issue your refund we do require the originals ticket(s) to ensure they remain unused.
Therefore, for postal or tickets that have already been collected from the station, we will ask you to return them.
We recommend using some form of tracking service to ensure you can identify your tickets whereabouts and that they arrive safely however, this is purely a recommendation.
Thanks,
Priyanka
We’re sorry to hear your recent experience wasn’t a positive one.
We try to provide as much information as possible during the booking process and within our help pages by including all ticket conditions as well as refund eligibility.
More info on our tiered fee structure can be found here https://bit.ly/2Z71e0u.
As a retailer, before we can issue your refund we do require the originals ticket(s) to ensure they remain unused.
Therefore, for postal or tickets that have already been collected from the station, we will ask you to return them.
We recommend using some form of tracking service to ensure you can identify your tickets whereabouts and that they arrive safely however, this is purely a recommendation.
Thanks,
Priyanka
When i spoke to Melwyn recently from…
When i spoke to Melwyn recently from trainline on phone conversation today,he was attentive,friendly and very professional as regard to my enquiries on ticket verification.
Thank you all.
Moses
Reply from Trainline
Hi Moses,
It’s great to hear that we were able to help you with your ticket verification.
Thank you for sharing your experience with us.
We’re always happy to help and if you haven’t already traveled, have a safe trip!
Thanks
Priyanka
It’s great to hear that we were able to help you with your ticket verification.
Thank you for sharing your experience with us.
We’re always happy to help and if you haven’t already traveled, have a safe trip!
Thanks
Priyanka
Always travelled well with Trainline…
Always travelled well with Trainline and service is good when booking tickets no worries
Reply from Trainline
Hi Laurence,
Many thanks for the 5-star rating! It’s great to hear we hit the mark!
If you haven’t already traveled, enjoy your trip when the time comes.
Thanks,
Priyanka
Many thanks for the 5-star rating! It’s great to hear we hit the mark!
If you haven’t already traveled, enjoy your trip when the time comes.
Thanks,
Priyanka
Great website - shame about insurance cover
I use the Trainline.com regularly to arrange business trips. Great website, easy to use & always reliable. However, for one recent trip I took out travel insurance as ticket was £120 and non-refundable. I missed my train & despite Trainline website clearly stating cover INCLUDES "Missed Train", ERV the insurance broker refused my claim. Poor service - avoid the insurance... its a total con!
Reply from Trainline
Hi Charlie,
It’s great to hear you’re a fan on our site however, it’s not so great to hear about your recent experience which has been disappointing.
While our insurance partners will cover claims relating to missed departure, there is a criteria that must be met.
We do provide a link to the T&C’s as well as the policy document prior to payment so I’m sorry if anything was unclear.
Please feel free to reach out to our Customer Service team https://bit.ly/2S88Bn7 and we can look into this in more detail and see if there’s anything we can do under the circumstances.
Thanks,
Priyanka
It’s great to hear you’re a fan on our site however, it’s not so great to hear about your recent experience which has been disappointing.
While our insurance partners will cover claims relating to missed departure, there is a criteria that must be met.
We do provide a link to the T&C’s as well as the policy document prior to payment so I’m sorry if anything was unclear.
Please feel free to reach out to our Customer Service team https://bit.ly/2S88Bn7 and we can look into this in more detail and see if there’s anything we can do under the circumstances.
Thanks,
Priyanka
Excellent help and customer service
Excellent help and customer service , many thanks tdc
Reply from Trainline
Hi Tom,
Many thanks for the 5-star rating!
It’s always great to receive such positive feedback.
If you haven’t already traveled, have a safe trip!
Thanks,
Priyanka
Many thanks for the 5-star rating!
It’s always great to receive such positive feedback.
If you haven’t already traveled, have a safe trip!
Thanks,
Priyanka
Customer service and care exceptional
Customer service and care exceptional
Reply from Trainline
Hi Christine,
We really appreciate you taking the time out to share your experience with us.
It’s great to hear our Customer Service team were able to help you in the best way possible.
Thanks again for the review and safe travels!
Thanks,
Priyanka
We really appreciate you taking the time out to share your experience with us.
It’s great to hear our Customer Service team were able to help you in the best way possible.
Thanks again for the review and safe travels!
Thanks,
Priyanka