I have used The Trainline.com a lot - never again!
I booked a return ticket to London, but for various reasons I then cancelled it right away so never picked up the tickets.
I requested a refund on line and heard nothing for about 3 weeks. Then got an email saying I needed to return the tickets.
So I called them up. They said I needed the tickets because I could only reclaim the outward journey not the return. There was no indication of this when I requested the refund on line.
So I now have to go the station and park (at great expense) to pick up tickets I don't need and post them back to the Trainline.com before I can get a partial refund. There is a very good chance that the machine won't issue the tickets as it is way past the day I was supposed to travel. If that turns out to be right I will go ballistic.
Total lack of any sort of customer service from them and will never use them agian.
To reply as a company, please log in to your business account.