thetrainline.com reviewed by

7 Reviews

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DO NOT USE

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)
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Janet Switzer found this review useful
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