Trainline
Trainline Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Trainline has 2.7 star rating based on 768 customer reviews. Consumers are mostly neutral.
47% of users would likely recommend Trainline to a friend or colleague.
- Rating Distribution
Pros: Easy to book, Easy to use, Thought it was quicker.
Cons: Contacting someone, Flawed system, Refunds absolutely awful.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Trainline has 2.7 star rating based on 768 customer reviews. Consumers are mostly neutral.
47% of users would likely recommend Trainline to a friend or colleague.
- Rating Distribution
Pros: Easy to book, Easy to use, Thought it was quicker.
Cons: Contacting someone, Flawed system, Refunds absolutely awful.46% of users think that Trainline should improve its Customer Service.
32% of users say that they won't use Trainline in the future for similar services or products.Recent recommendations regarding this business are as follows: "You would be better off walking!", "be careful, it’s the first time this has happened to me but make sure you have received your ticket via email or the app or however you use trainline", "Try and avoid usingTrainline to make train booking. Try ang other booking agency", "Good", "Be careful".
Most users ask Trainline for the refund as a solution to their issues.
Review authors value the most Number of Destinations and Billing Practices. The price level of this organization is medium according to consumer reviews.
Media from reviews
Is Trainline Legit?
Our analysis shows that Trainline is legit, safe for consumers to access and is not a scam. www.thetrainline.com follows necessary security procedures to protect its users. However, since some issues have been reported, it’s always a good idea to do your own checking of Trainline reviews to learn more about other consumers' experiences.
Top Trainline Reviews
"I had an outstanding customer service experience. The representative went above and beyond to assist me, resolving my issue efficiently while keeping me informed at every stage. Even when my phone cut"
I was very impressed with my customer service experience theywentupandbeyond to solve my issue thank you for everything
"Absolutely useless"
I have been trying to book a ticket in advance. All I get is the day I'm booking it. I want to travel NEXT month, not today. The helpline is as useful as a...
Wolverhampton, Wolverhampton
Sorted!
Trying to exchange tickets online was proving difficult pricewise. The customer service representative did make it easier and a little less costly.
Maidenhead, England
Always attend to issue
Theres mistake on my ticket , I buy open return ticket instead of today and tomorrow I mistakenly booked same day ticket please how can you help me with this
User's recommendation: Good
York, England
Train ticket
My train ticket has not come through on the app. And no email has been sent through with my ticket. I am unsure what to do and cannot call anybody, and my train is in 5 mins
User's recommendation: Don’t use Trainline
Swindon, England
Won’t let me refund
All trains are cancelled to Brighton, so I couldnt go to work and now it wont let me refund so its cost me money and I havent even travelled anywhere
User's recommendation: Don’t use trainline
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Waddington, Lincolnshire
Resolved: Your website is utter rubbish insofar that it's clear intention is to thwart any attempt to establish a contact with your so-called customer services.
Company fixed the issue and I have been provided with apology. In a nutshell the staff (or perhaps the tickets' issuing machine) at the railway station didn't recognise the code I received online FOR the tickets from Trainline.
The clitch was eventually solved when I showed a staff member the email I'd received from Trainline via my phone. Luckily this incident occurred several days before I was due to catch my train: so no harm done. When purchasing online tickets from Trainline check in advance if at all possible that they are recognised by the rail company concerned. Other than that offer a prayer to the God Of Common Sense that our national railways are brought under public ownership once again.
(PS.
The old British Rail administration would have functioned far better had it not been starved of funding by successive governments. But that's another issue).
This is a disgrace and you should be thoroughly ashamed of yourselves. The sooner trainline is absorbed into a "nationalised" rail service the better. .
. one hopes!
User's recommendation: Steer well clear of this website - it's useless and a complete waste of cyberspace!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRobbing bastards
Every train's been cancelled, and I missed what I need to get to. Paying these prices for the train is a joke. I want my money back.
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Bath, Bath And North East Somerset
Resolved: Full of
Company fixed the issue and I have been provided with partial refund. Refund was for return journey as trains were cancelled.
I tried delay repay 3 times. Emailed customer service and called them.
Got nowhere was basically told the trains were not cancelled!! Went through Pissed Consumer got a refund within two days.
You cannot contact anyone at Trainline. They do not respond properly its all standard prose. They have no idea whats going on
Sheffield, England
Refund
I missed National Express bus by booking with trainline and they didnt update coach stop in their ticket and they refused to amend or refund
User's recommendation: Make sure if there is any change of coach stop or book directly from national express website and don’t trust trainline
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
London, England
Slow and useless assistance as always
I had my phone stolen in London last Saturday evening. This unfortunately left me locked out of most of my accounts, Trainline being one of them.
I had tickets booked for the Monday and their slow response to my situation left me unable to access and use those tickets. The operative who initially dealt with my situation had obviously not read my email properly as more or less asked me to repeat the exercise that had left me locked out of my account. I didn't get a response for another few hours and was once again, asked to provide information I couldn't give them - how am I supposed to give them a screenshot of the confirmation email that went to the account I can't access?
When they did respond later, I had to reiterate yet again that I hadn't got access to this email account. It finally dawned on them, 24 hours later that I needed, as per my original request, my numerous train tickets to be sent to my work address.
Nobody will be refunding me the lost return train journey will they?
So very obtrusive, unhelpful and added more stress to an already stressful situation given that I had been a victim of crime! There was no empathy or understanding to what had happened to me.
I was already unimpressed with the way they process delayed and cancelled train journeys, the customer ends up having to do all the work with the original train company, they do absolutely nothing, they just sit back and take the profits for doing very little really.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerMade a wrong booking
Trying to book Telford to Wolverhampton but made a mistake and booked Wolverhampton to Telford. Please, what do I do?
Preferred solution: Change my ticket from wolverhampton to telford to telfird to wolverhampton
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer1st class ticket Inverness to Haymarket was demoted, shortened and no refund
Bought a 1st class ticket from Inverness to Haymarket that was due to depart on 15 Mar 2025 at 12:48 and get to Haymarket at 16:24. The train they produced for this had no 1st class section and was understaffed, so they couldn't actually make the journey to Haymarket and was concluded at Perth. Trainline refused to refund any part of the ticket, claiming that doing so would incur an admin fee that would cover the entire cost of the ticket.
- Refuse to refund cancelled or missed trains
- Customer service is poor
Preferred solution: Price reduction
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Glasgow, Glasgow City
I had an outstanding customer service experience. The representative went above and beyond to assist me, resolving my issue efficiently while keeping me informed at every stage. Even when my phone cut
I was very impressed with my customer service experience theywentupandbeyond to solve my issue thank you for everything
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Brentwood, Essex
Issue solved
I asked for a single trip refund as there was a train delay and when the train arrived it overcrowded and no one boarded. The following train was cancelled which meant I would not make it to a venue I was attending.
We ended up travelling by car, used the other return ticket but was initially refused the refund for outbound journey. After being contacting i was told I would received the fare, as which I have done!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Refund for train ticket that was cancelled
They addressed the problem swiftly
I had to change my plans for travelling to Stratford International on 27th Feb at 10:28 am. I tried to request a refund, but there was an error on the website and I couldn't get a refund. I did scan the ticket to enter the train platform and was informed that the train had been cancelled.
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRefund
853208****40 full refund not given I paid insurance so i could cancel wi4hout a charge I want ALL MY MONEY back NO ADMIN CHARGE!
Preferred solution: Full refund
User's recommendation: Give full refunds
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Brisbane, Queensland
Resolved: Understanding UK ticketing procedures from another country
Company fixed the issue and I have been provided with other. The query was resolved by explaination of how the booking system works. Just ask, the staff are very helpful.
Had trouble sorting how the pricing etc worked and the book in advance terms and conditions.
Once explained, made sense
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