Had recently to go from Aberdeen to Basingstoke. Checked the National Rail, East Coast and the train line. The cheapest return tickets from East Coast were twice as expensive as from the train line, the same about national rail, with much more limited times and routes options. The tickets, reservations and whole procedure absolutely no problems, they were available at my nearest ticket machine in Dyce within minutes.
To be fair, I didin't have the doubtful pleasure to go thorough cancellations, refunds, changes, etc. with them, so no opinion at this point.
Good service, at least till everything goes right...
I booked a ticket for £9.55 on the 30th of November. However, once I'd paid, the confirmation email said that the ticket was valid for the 10th of December.
I was then accused off 'booking the ticket incorrectly' by an abhorrently rude customer adviser, so I took a screenshot of the date and price of the train ticket as advertised on the Trainline app.
I finally managed to get a phone call from a supervisor who acknowledged that there had been an error on the app. He agreed that it wasn't my fault that the Trainline had made an error and advertised a train ticket for the wrong date. However, he said that there was nothing he could do to help as these tickets are non-refundable. Absolutely disgraceful. He then shouted down the phone as he read me the terms and conditions of a ticket which I did not want! My only other option would have been to book a ticket for £24, thus paying the £15 difference as well as a £10 changing fee. I did not cause this mistake, so why am I paying for it to be fixed!? Why on earth should I pay the Trainline for making a mistake? It's honestly beyond belief.
I understand that tickets are non-refundable, but, if the Trainline are responsible for false advertising, they should take responsibility and refund the ticket.
I am a loyal customer of the Trainline. I book with them on a monthly basis, and they would definitely have made more money by refunding the £9.55 they stole from me than losing my custom. Absolutely shocking, disgusting, and probably illegal. I will definitely be taking this further.
I booked a sleeper ticket, fully expecting this to be a sleeper berth (including indicating my gender). My husband booked a similar ticket through train line and ended up having to sit up all night because it was not a sleeper berth. When he told me this, I called customer support to ask if I had indeed booked a sleeper. The person told me he did not know, to call Scotrail. Scotrail said I had a seat, not a sleeping berth, so I called train line again (costing 10p per minute plus my time at work). This time, they told me I could cancel the ticket for the 10 pound return fee plus I had to post the tickets by registered post wasting yet more time and money. I asked to speak to a supervisor who called me back and reiterated that I would have to pay the cancellation fee and waste time at the post office despite the website misrepresenting what I was buying. My ticket clearly stated SLEEPER but had a seat assignment. It is completely unacceptable to misrepresent what they are selling then charge me 10 pounds plus registered post and a wasted 2 hours on the phone.
This treatment is completely unacceptable.
Worst customer service I have ever experienced. We were due to travel from York to London on 28th October 2013. All trains into Kings Cross were cancelled due to weather. I sent train tickets back 2 x adult 1 x child. To edinburgh as advised by recorded delivery over a week later train line saying not received even though we can see on royal mail site they were signed for the very next day after I posted them! Now they have refunded 1 ticket only as they say only 1 ticket in envelope! Train line you have the booking reference you know. 3 tickets were purchased, you must know no trains ran that day, all the tickets were returned together in 1 envelope! Please just refund our money!!!!!
Booked some tickets through the trainline for our coast to coast cycle trip. Called the trainline 08 sur-taxed number to book our bicycles but unfortunately their systems were down so couldn't book bike spaces. The person on the phone promise to give us a call back the next day but it never happened. Few days later, we try again and a new person let us know that all the bike spaces have now been reserved. In order to take our bikes we now have to book new tickets at a different time, more expensive and with additional handling fees. We escalate this to the manager Gurmeet SINGH but this one didnt try to help and lost his temper. After 3 phone calls, 90minutes on the phone (£20 phone bill), we decide to take it to twitter. Chris from the trainline re-listened to all the phone calls and concluded: "The manager lost his "cool" and we will be making improvement to the website to avoid similar issues" but did not offer to book new tickets (lost our £40 journey), did not refund the mobile phone expenses (£20) or even made a gesture of goodwill to the time wasted with their customer services on the day of my birthday! Probably the worst customer services I have ever seen, will never use them again.
I booked an off-peak return ticket from Exeter to London for travel on Saturday Nov 9th. I realised next morning I would need to travel to London the day before, returning on the train I had booked. I couldn’t work out from their website how to change the date to travel out so I rang their call centre. A very helpful lady told me to buy a new ticket and return the other, giving me the address in Edinburgh and booking number. I expressed concern about this, but she assured me it was very safe and straightforward and the money would definitely be refunded. She said she would start the process for me. Both tickets arrived together in the post, so I immediately took the original ticket, put a new stamp on the same envelope with a new label, wrote on their own covering letter that I was returning it for a refund and sent it to the address in Edinburgh, with the booking reference. I received an email later that day saying they had received my request for a refund, so I should send back the ticket and await the refund. I knew the ticket was already on its way back to them. After over a week nothing happened so I rang the call centre again, and they said there was a delay because I hd not used recorded delivery (even though this had never been mentioned) but it was being processed and not to worry. Then a few days later I received another email, this time saying they did not have my ticket after all, and telling me to post it, even though it had been posted over a week earlier, as they knew.
I then printed out all the emails and enclosed the ticket stub with card details, like a receipt, (the only part of the ticket I had retained), this time getting a certificate of posting and explaining all the details. I have heard absolutely nothing since. If I ring the call centre in India they have no authority over what happens in Edinburgh. What is happening in Edinburgh? I returned my ticket as told to. There is no way to ring or email Edinburgh. Trainline have my money and my ticket. I certainly will never use them again, and I will warn others not to, if this is how they can treat people. I am very disappointed.
I had my wallet stolen on a recent trip, containing my return tickets. Despite being presented with my booking reference, a crime reference number, and even the numbers of the seats I had prebooked, I was informed bluntly that they would not let me reprint the tickets I had bought because it was 'not their problem'. The operative I spoke to was unsympathetic to the point of rudeness, refused to connect me to anyone else and would not give me their name. I was left stranded without money or tickets, and it was only through the kindness of a friend that I was able to get home.
I will never give thetrainline a penny of my money again, and would encourage everyone else to use sites that have a little more compassion.
Back in June my wife and I booked tickets for two journeys, the first one to Portsmouth in June and the second to Edinburgh in August. When we went to the train station to collect the tickets we got only the Portsmouth ones from the machine assuming we would collect the Edinburgh tickets closer to the time.
When we went back for the Edinburgh tickets and both the machine and train station staff indicated we had already had them and we should contact the Trainline. We spoke to them by phone and told us there was nothing that could be done as we had been issued with our tickets. We were accused of lying and the call centre staff actually hung up the phone on us on numerous occasions especially when asking for their names. Our complaint was escalated to Customer relations and told we would have to wait 3 days for a response which would be the night before we were due to travel. There was no way to speak to customer relations by phone.
After 3 days was up, the evening before we were due to travel I called in desparation and finally managed to speak to someone from customer relations and they told me to just buy new tickets..... Another £190! When the call centre closed at 10pm the operator hung up on me again.
We had to drive to Edinburgh with fuel costing me a further £120. We never got a response from Customer relations. I escalated the issue to Passenger Focus but when they contacted the Trainline they just quoted the small print saying we should of contacted sooner.
Why in this day and age can't we have a electronic ticket? We were £190 down and very angry after not being taken seriously. The call centre staff are often rude, lied on numerous occasions and many of them do not speak good English. Terrible experience.
Very poor service, and total lack of understanding from thetrainline.com !
Last month my daughter purchased a ticket to travel from Reigate to Bournemouth this coming Monday. Seeing the weather warning on the southwest trains website for Monday, the warnings of the BBC and other new sites, and the actual amber server weather warning issued by the UK met office we phoned thetrainline.com to discuss bringing the travel plans forward 24 hours to be safe and avoid any potential disruptions.
Firstly, the trainline.com were totally unaware of the potential bad weather, and had no idea of the news reports being broadcast. Where have they been for the last 48 hours ?
Secondly, they was totally unaware south weather train had a warning posted on there homepage of the pending bad weather and the potential for delays along the route ! We had to direct them to the southwest train website for info.
Thirdly, all they was interested with was charging us for a change of ticket surcharge, even though the train company and the met office are warning of disruption to travel on Monday, and power outages.
No help what so ever from thetrainline.com ! In our opinion they seem to take your money, and then who cares what potential danger and disruption may or will occur to your journey. Instead of being proactive, they would rather be reactive with a wait and see approach, and deal with any issues after the event.
Thetrainline.com, what a total lack of understanding, knowledge, forward thinking and unacceptable customer service !
I needed to get home on Friday because my Nan went into hospital and I wanted to make sure she was alright, so I went onto the phone app and tried booking my ticket. My phone can be very temperamental and closed down my app just as I was signing up, so I had to start my search from scratch.Being the impatient person I am, I rushed through it and signed up and finally got my ticket booked. I double checked my booking to make sure I got everything write, and saw I had booked my ticket for today rather than Friday. I into a panic and started crying. I'm a student and I couldn't afford to have to buy a new ticket or pay £10 to change my booking, so I called up the service desk and they were brilliant, they reasured me that everything was fine and they could sort it out. They refunded my ticket and booked another for the right date and time. I ended up with a headache, but that was my fault because I cried so much. My advice is, don't worry, and just give them a call if you have a problem with your booking.
£10 refund fee and £1.50 admin fee on a £23 train journey ticket, when I contacted their customer service (10p per minute charge for customer services) as to why there was no warning for the refund fee, the advisor assured me that it would have been advertised very clearly during the payment process(10p per minute charge for customer services). Well, I've just been through the whole thing again and nothing. Just a single sentence in the terms and conditions link they provide in the "getting tickets" stage of their purchasing process. Lied to by customer service assistant and untrustworthy business practices.
Also just look at the patronising trash thetrainline staff post on the site.
Their customer service disgraceful. My son booked tickets which he didn't receive, this was the first time he had booked a train ticket. When he didn't receive his ticket by email he thought he would be able to get them at the train station. He went to see customer services but they refused to help him saying the ticket had to be printed. My son had arrived very early for the train so quickly rang his cousins to go on his emails and print the tickets then bring them to the station, but still there were NO emails or tickets. My son was very upset, he had saved for the tickets and was looking forward to look around a University. I got in touch to complain but all they did was repeat we should have got in touch with them. My son only had his mobile which didn't have enough credit to phone them at 10p a minute, they would not accept any fault on their part, I think not receiving any tickets is completely their fault. I think it is nothing short of criminal rip off!
Booked tickets to Newcastle and back for a friends 30th (four of us). Got there okay but when we were going to return to London, we noticed some tickets missing......
With over 20 minutes to spare, I was in no panic, I was sure that this could be sorted out so we ambled over to the travel centre to explain, They asked for the seat numbers (We had two, two were missing) so we checked the original e-mail which read NO RESERVED SEATS, despite us having two at least! The lady at the travel centre said that there was nothing she could do and it was the CHOO CHOO TRAINLINE'S responsibility.
Fair enough, we called them. "You should have checked the tickets" was their excuse. Maybe so, but have you seen the amount of tickets they send you? Receipts, Reservation numbers, Actual tickets, probably some Shakin' Steven's concert tickets in there as well.
"Well it's too late for that now, can you kindly send the reference number over so we can get the tickets re-printed and leave Byker Grove to return to Good Ole London Town?"
In short - NO.
I was put through to about 86 different people who were just as rude as the last. I was given their Customer Service number to ring. "Can you just Transfer The Call?"
Don't be silly that would be far too simple.
Why did they not want to transfer the call? Because, as I discovered when I actually called it, IT WAS FLIPPING SHUT!
I called them again, they said they'd put me through to someone who could help. Who was it? East Coast! Who we already knew had nothing to do with this!!!
We obviously missed our train, we asked them to transfer our tickets. Would they?
Is the Pope a Muslim?
The amount of time we spent on the phone to this sad excuse of a company I should have just paid the £121 pound EACH they wanted for new tickets. (We originally paid £40)
They wouldn't help, they didn't care that we were stranded with hardly any money, families to return home to and it was ALL THEIR FAULT.
In the end we had to get the coach home. I cannot even begin to remind myself of the terror of that journey...............
In short, the Trainline are a disgusting company. They are foul. They suck. The customer service obviously don't know the meaning of the words "Customer Service"
The whole company deserves to catch syphilis and then go to hell and be locked in a flaming hot cell with Adolt Hitler, Fred West and Jimmy Saville.
Be assured that I will spread the word and I spread it damn good.
For the sake of a £5 ticket, trainline have left me feeling so annoyed I am wasting my time leaving as many bad reviews as I can before I get bored.
I booked in advance and was told to pick up at Liverpool Lime Street. I got there with 30 minutes to spare and got told the reference number was invalid. I rang trainline, they said go to the ticket office and ask a teller. Train office said nothing to do with them. Rang trainline they said go to another station! Another station?! With 15 minutes before my train leaves?! Idiots! Asked for a refund, told no refunds as it was booked in advance! No refund for a ticket that didn't work?! Had to pay £23 for a new ticket. Trainline, your customer service is a disgrace. I will tell everyone I ever meet and discuss trains with what a waste of space you are. 10 more negative reviews to go and then I'll go to sleep...
Edit: Thanks Vikki for your generic, thoughtless and utterly useless reply. Did you read the part where your reference number DID NOT WORK in the machine?! I don't think you did. Or if you did, you don't care. But of course you don't care, you're employed to respond to negative reviews and social media comments. Not to actually sort problems out, because who cares right? You make enough money, it doesn't matter if you RIP OFF a few people! Is that right, Vikki? Do you care that your flawed system ripped me off?
Dervis Takpak found this review useful
we have used Thetrainline for years to take our grandchildren on day trips to London, always worked fine until I had an accident and could not travel on the Advanced ticket date. Not to worry said the adviser on the phone "you can change the date of travel" the advisers are so pleasant as they rip you off. The new tickets would cost £106.70 instead of the £87.00 that I had paid as the price for the morning train had gone up.
I was told that the £106.70 would be taken from my card and the £87.00 repaid to my card minus a £10 admin fee, once the tickets had been returned by recorded delivery (£1.70).
What they actually repaid was £8.70 !!!!!!!! when I rung them again the guy said that the admin was on EACH TICKET !!!!!! That is a £60 admin fee for just changing the date on tickets that cost £87.00 plus two of the tickets "could not be changed as they were less than £10 each"
With the 'recorded delivery' at £1.70 plus two 20min phone call at 10p per min. I have ended up paying nearly £200 instead of the original £87.00, and when you are a pensioner this is hard to manage. I can not see how it costs £80 admin to issue eight tickets. (in that case the railway would have only made £7.00 for the journey) .
DO NOT USE THIS FIRM UNLESS YOU CAN SEE INTO THE FUTURE AND KNOW WITHOUT DOUGHT THAT YOUR BUM WILL BE ON THAT TRAIN SEAT .
Also no point of reserving seats out of 4 trips we only got our reserved seats once!!!!!
I can only write about my experiences of using Trainline for travel tickets....and I have to say I found the whole service simply brilliant - so easy to get a variety of train times to choose from so easy to check out the various prices available to me. and straight forward to order and pay for them. What amazes me is how quickly they arrive at your home time after time they arrive next day. But what was so amazing was that I was due to travel from Manchester to London on Bank Holiday Saturday and I reported that my tickets had not arrived yet and I was panicking,
Via the "chat" on line system they said this was not a problem and that they would arrange replacements IMMEDIATELY and they did so in just under 10 minutes. I simply had to go to my nearest train station one of 1000 that have a collection machine. simply put ANY credit or debit card in plus my code number they gave me. and seconds later a full reprint of tickets with the very same seat numbers on them.
What was more amazing was when I offered to pay a fee for this they said no but just to send back the originals if they arrive.
Now to my horror when telling my family how good Trainline was my daughter tells me that the originals did arrive and she forgot to tell me and put them in a place I would not have thought to look for them.
I have since sent them back to TRAINLINE
THANK YOU "TRAINLINE" simply brilliant !
My daughter had already purchased her tickets Man -Leeds, when I decided to join her for the day. I phoned up to book my tickets and to ask if I could be sat with or near to her. Very helpful person on the phone did his best to help and got me sat as near as possible to her. Not sure who's problem this is but, going was fine, seats were marked reserved. Coming home on the other hand was like a free for all. Not one seat was marked reserved, and other people were sat in our seats. I wanted to ask them to move but my daughter wouldn't let me as a gentlemen had just offered us his seat and the one next to him was empty. Disappointed that someone had gone to a lot of trouble to get us seats near to each other, when it didn't make a blind bit of difference. I don't understand why you are given seat numbers when you aren't guaranteed them.
Contacted the company to try and cancel a train ticket, after 9 emails still no further forward, asked for them to call me to resolve they messages back there costly service number to ring! Therefore nt only getting more money of me but describing my problems all over again to someone new, when m case handler could have easily resolved the issue n the first email. Never book with hem, they will take your money then make it as hard as possible to contact them when things go wrong.
Requested a full refund because of a browser error that occured on my PC. I sent 1 short email detailing the problem to their customer service team/refund department before going to work, the whole incident was cleared up in under 12hrs and a solution to prevent this from happening again.
Most companies will hold onto your money for as long as possible, but the TrainLine team have promised a 5 day turn around and also made me feel like a Valued Customer.
Many companies can offer a service, but making your customers want to come back is the key factor. I look forward to using trainline as my primary train ticket booking agent. And I'd RECOMMEND them to family and friends. And as my partner lives over 170 miles away look forward to using them again and again.
Yesterday I ordered two advanced single tickets for travel between Reading and Gloucester (a trip down to my father's home to take him fishing for a few days) using this supposedly reputable company's website. Having confirmed the order, I spotted that I had inadvertently entered the wrong dates for travel. I checked the site and was reassured to see that changing the dates was no problem. I had paid £31 for the tickets there and back, using my debit card, supposedly saving £5. Joy!
However when I followed the route on the site, to change the ticket dates, I was informed that in order to complete the change, I would need to buy a second set of tickets for the right dates and then a refund on the original tickets would be authorised. Reluctantly I spent another £31 and purchased the new tickets. I was then informed on the site, that my refund had indeed been authorised and £11 was being re-credited to my account.
Er...£11? .. what happened to the other £20 you owe me?
The other £20 had been claimed by this greedy bunch as a £10 'admin' fee for each ticket.
I eventually found an email contact address and composed a message explaining that my previous experience with their service, had been both fast and reliable and I had used it regularly. However having inadvertently entered the wrong dates, I felt it was a little steep to charge me an admin fee of £20 on a £31 transaction.. I gave the email subject as 'Valued customer?'
To my limited knowledge I think a debit card transaction costs around £1.30 so an admin fee of £3 I felt would be more appropriate (and I seem to recall a possible change in law to enforce this?)
The reply I received from Trainline.com was polite but somewhat patronising and informed me that I had indeed purchased new tickets, that there was an admin fee of £10 per person, per ticket for each of the 'old' tickets and that my refund of £11 had been credited to my account. Completely ignoring my point.
I persisted and sent a second mail, explaining that as an automated system, the maximum realistic charge for the change/refund should be around £3.50 and that as a regular, loyal customer I felt ripped-off . Whist I realised that being 'big business' they probably wouldn't care, I felt it worth the time to let them know how disappointed I was with their callous, avaricious attitude. I also informed them that if the charge stood, I would never use them again and would spread my experience as far as I could.
Their reply stated that they regret the 'inconvenience' this may have caused me. They confirmed that a £10 admin fee per ticket is listed in their terms and conditions, that the fee is system generated and automatically charged and they therefore cannot refund it. They explained how I could view the terms and conditions attached to my orders and they finished by expressing the hope that the above information was helpful to me ..
So I am now left having been forced to buy 2 new tickets that I would never have purchased, had I known that they were going to rip me off in this fashion and a very sour taste in the mouth.
The obvious question that arises from this is, if the £10 admin fee is system generated and automatically charged and they can't affect/cancel it .. who is doing the admin and if it's nobody, why are they charging for it? Or is this just another example of big-business scumbag ethics?
I'm a regular customer and have never had any problems using the trainline until this weekend
My handbag was stolen whilst I was away in London will 4 return train tickets from London to Leeds - the train was due to leave in 2 1/2 hours
I went to kings cross and they advised they might be able to reprint my tickets if trainline agreed - nope there was nothing trainline would do so we were stranded in London without tickets and myself without any kind of cash card or credit card
Not impressed with your service at all - surely there was something that could have been done - I did by the way have a crime reference number etc
Had used thetrainline.com a few times in the past. I downloaded the android app for my phone and bought return tickets to Glasgow for £36. Only to find out I had bought senior tickets, there was no mention of this at all until the purchase had been made. I emailed them and the same reply, saying that I would get a refund of tickets, (- £10 fee for each ticket), meaning I would get a refund of £16 if I purchased more tickets for double the price. Im reporting this to trading standards, as I got my friends in the office to install the app, same thing, it defaults to senior railcard. Im now getting trhe same repsonse
"I understand your concern. I would like to inform you that as as gesture of goodwill we, are arranging a full refund on the tickets you have purchased with us. Hence, in order for us to provide you a full refund, I would request you to purchase new tickets and travel by contacting our web support department. "
In other words pay more money please.
Avoid if you can folks
Janet Switzer found this review useful
Am a bit disappointed with the service. Have used before but booked the ticket wrongly by one day ..it was issued at brighton station...the guy could see i wa sin a state and he did not check the date which was yesterdays..at victoria the ticket man straight on to it!! Interesting how much attention you get at this point but not at issue point.
then had to buy oyster card at £10 and ticket back at £22 so whole thing cost £50 rather than 19 or something including tube the whole point was to save money not spend double the money. There should be an option to pay an insurance fee to cover this kind of thing humour error otherwise its a licence to print money for nothing in my case. What a mess up. Of course i was meant to check as well..but hey people make mistakes have all evidence to prove it too..hope they refund but when i got home they said hard cheese.
from this advice:
"I appreciate that you are going to be on an exchange in that case the best case may be to change the ticket you have to a refundable "off peak" or "anytime" ticket which you will then be able to claim back a refund on less a £10.00 charge rather than having you miss out on the entire ticket cost."
"the best case may be to change the ticket you have to a refundable "off peak" or "anytime" ticket which you will then be able to claim back a refund on less a £10.00 charge rather than having you miss out on the entire ticket cost."
"Yes, by going through the change of journey option. Where you would change the ticket you have to a refundable ticket (which you would need to buy)."
Had finished a phone call where the conclusion was that I was to send back the unused tickets for a full refund (minus £40 in charges) only to be phoned back saying that was a mistake, and it would be a total of £80 charges, along with me buying new tickets.
Consistently ignoring the information provided in the phone calls and emails, like the fact that our outbound journey dates had been changed.
Janet Switzer found this review useful
I have (or had until this week) a thetrainline.com account, which I had yet to use to purchase tickets. The other day, I received a booking confirmation e-mail for travel from Sheffield to London St Pancras I had never made. I did not recognise the last four digits of the card details used in the booking, and was referred to as "Miss", rather than "Mr". I called thetrainline.com on the 26th June (at 10p per minute), to discover that a telephone agent at thetrainline.com had incorrectly associated another person's booking with my thetrainline.com profile, and as such I was receiving the e-mails for their booking! I was assured this would be taken care of, and would not happen again. Then, 3 days later, I receive two more e-mails! This time a refund confirmation for the original booking, and a confirmation for a replacement booking! Again, nothing to do with me, and looking at the booking references/travel details provided in the e-mail, it was for the same person as the first e-mail I received in error! And again, I had to pay 10P A MINUTE OF MY MONEY FROM A MOBILE TO SORT OUT SOMEBODY ELSE'S BOOKING!!!! To ensure this does not happen again, I have cancelled my account. A complete load of jokers - how on earth a person can make bookings, and have them end up in another person's account is beyond me. I do not want the risk of this happening to me, hence my cancellation of account. Granted, this mix up may have happened if the customer who made the bookings supplied their e-mail address incorrectly and inadvertently supplied what was mine, but there should be checks in place to ensure this cannot happen! All the operator had to do was check the address on the account. I will never deal with this company, and will warn all my friends and family.
(30/06/13 Just to update this review, someone from thetrainline .com based in what I assume to be their Edinburgh office has contacted me using another review site I posted this review on. They actually seem to want to get to the bottom of this issue and find out what actually happened, why their call centre which I assume to be based overseas from experience of dealing with them cannot offer this same level of customer service I do not know)
Janet Switzer found this review useful
Well before booking I didn't read reviews and probably wouldn' t have used trainline if I had. However I did to get from London Gatwick to Chatham. I have never used public transport in England so was dead nervous. Put in my dates and route and up came all my options...I chose off peak return and rough times and saved £30 if I had do e it myself so was super pleased. There was a booking charge of 1.50 or something which I didn't mind. Once I printed my confirmination it told me what stop to get off and what route and times which helped plan my journey also. No problems travelling and now back at home and super easy method of buying tickets. Well pleased!
Take the "money saving offer" on their site and guess what ? They give your credit card details plus security number to scammers who fraudulently charge your credit card... So if you want to be robbed ,,,,,, use these ar5eh0l3s....
I payed for the insurance to cover myself incase of a refund required for some tickets i bought.
I sent atleast 30 emails and have been passed around so many times. No one called me. I sent all the information and the company kept saying they didnt have it or it was been reviewed etc and they would contact me on a certain date time. NOTHING.
I made an offical complaint and STILL HEARD nothing back!
I told them i would complain to watch dog. STILL NOTHING.
I will never use them again whether they are the people or the insurance company part of trainline.
WOULD NOT RECCOMEND
I went on line to buy 2 open returns for Saturday to return Sunday after the Marathon.
The website sold me 2 day travelcards, when I asked if they covered the return on sunday all I got was a run around, I then asked for a refund and was given half the cost minus £20 for administration. What administration was there..... the tickets were never printed and everything else was done by computer. After several attempts to get my money back I was basically told to go away and no more money would be refunded.
So much for the customer being right. I will never use these theifs again, and yes that is all they are.
My advice to anyone thinking of using them is unless you have money to throw away then go to the station or book direct with the operator, never ever go near these muggers.
I've had two run ins now with this company and I will certainly not use them again!
The first incident involved a train ticket to Gatwick airport. We were sold an off peak ticket and given times for the trains we needed to catch. The final train got into Gatwick in peak times! So we were charged a £20 fee!
The second incident involved a change of ticket due to adverse weather. This can only be done online. It stated a refund of £35.80 would be made (a £10 admin fee had already been deduced) I enquired how to get my refund to be told I'd only be receiving £25.80, deducting £10 per ticket-why when it was a return? Even though their system informed me wrongly, they STILL have only refunded me £25.80.
This company offered misinforms their 'valued customers' and pocket the benefits!
I did complain to thetrainline about my experience - 3 weeks later no response to my email. I wanted to use my travel vouchers, however I could not use them online and thier website states they can only be used when riniging up - so i did. 20 minutes later ringing off a mobile, after confirming everything to the guy who could not grasp the english langauge and who even put on an american accent to me.... i was told i had to send the vouchers into them 14 days before i wanted to book my tickets..... if it had said that online i would not have spent nearly £20 on my phone bill calling them. Lets see if i get a response from them....probably not. This is not the first time they have messed me about - on 3 seperate occasions they have debited the money twice out of my account..... it has gone back in a week later. Scandelous. Redspottedhanky here i come
You go through selecting your tickets (same price as other sites). If you want to print your own tickets you need to state what card you'll use as on train id. Easiest to state the card you pay on. Then you realise there is a booking fee, AND a charge for credit cards. £2.76 altogether. At that point you can't change your payment card because it is your stated id. Will put down to experience and not use again.
Frederik Bramming found this review useful
Booked ticket via android app which is very unclear concerning ticket types and conditions involving railcards, rang immediately to rectify situation, was connected to the ever popular call centre in India and was actually laughed at by the man at the other end, was told I would have to cancel and rebook at a cost of ten pounds and a greatly increased fare. I will never book via the trainline again, merely check fares and go to the station to buy and collect, also avoiding the one pound booking fee. My advice - don't use this awful company
We bought advance tickets online and subsequently found out that we would not be able to travel due to illness in the family. At this point, we were told that the tickets were non-refundable and that we would be charged a 'passenger fee' of £10 a ticket to change the dates. This turned out to be a journey fee, so we were actually charged £40 (for the return journeys!). It then transpired that the original ticket fee is not offset against the new tickets (which, needless to say, were much more expensive) but is only refunded to you when you post (by registered post) your tickets and a print out of your new booking confirmation.
We will only book directly with the train operators going forward as they will often refund where a genuine reason for cancellation of advance tickets is given. We will not be using the trainline again.
They sold me 2 tickets for train for 26th of December 2012 from Edinburgh to London.
I was in Edinburgh on holiday with my husband and when we came to the railway station to get back to London the station was closed. I called to the station information centre and they informed me there were no trains on 26th of December. Because of carelessness of thetrainline.com I had to go to the airport and buy last-minute very expensive tickets.
When I contacted thetrainline.com. after two weeks of "investigation" they transferred me to Virgin trains: "We've been through you case and have to advise that Virgin Trains are best placed to compensate you as it was they who advertised then cancelled the trains". Then I contacted Virgin trains and I they said that they never had any trains on Christmas and Boxing day and thetrainline.com sold me tickets for train which doesn't exist...
Thank thetrainline.com for the failed Christmas Holidays.
Trainline is good if you just want to go to one place to get your booking done quickly - but doesn't seem to be the cheapest - if you have time to book the different stages of your trip through different operators then this probably would work out best for you but if - like me - you only allow yourself 2 minutes to do any task then trainline is good to get it all done in one go!
Frederik Bramming found this review useful
We bought 3 tickets to our destination, and another 3 return for 2 weeks later. Total cost of £79. 2 adults and 1 child. Then we had to change the return journey as I put the date in wrong online. Human error. So, I phoned Trainline.com and had to pay another £55 to get new tickets and await a measly £36 refund! Disgusting.
Now we find we are unable to make the trip and are told by an ignorant, hard to understand operative that we have to pay £10 per person per trip and we can change the date on the tickets, but only if we do it by December!!! Huh??? The tickets are for 17th and 30th November!!!!!!!!! What a plank. You've had £98 from us already and you want ANOTHER £60?????????????? Daylight robbery.
We cannot alter the tickets they were for a specific trip that was cancelled. The tickets are from Birmingham to Reading, we live in Cornwall but were going to stay with relatives to make that journey. Not even a partial refund.
We now all know how Trainline.com make their money... by ripping off Joe Publiic and not giving a toss about it.
I have decided to be charitable, and will leave the tickets in my local train station shelter where homeless people gather. I hope THEY enjoy their journey with Trainline.com who can also be found at www.WeRipYouOffBigTime.co.uk
To reply as a company, please log in to your business account.