thetrainline.com reviews

thetrainline.com reviews

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APPALLING

Please see below the letter I sent to train line (recorded delivery), they have received it and I have had no response -

To Whom it May Concern,
RE- Formal Complaint
I am writing to you today in relation to my bookings ********* and ******** .Please take this letter as a formal complaint; I am absolutely appalled by your complete lack of customer service or empathy towards personal circumstances. I have never been more disgusted with a company than I am now.
I called your customer service line before booking to clarify what procedure needs to be taken when booking tickets for a friend (obviously I am not going to give them my debit card!). The gentleman I spoke to told me to place an order through PayPal, and then any valid debit card could be used to withdraw the tickets from the machine. I booked a return journey (********) for my friend (who by the way is travelling to her mother’s funeral), as I was in such a rush to book the tickets, out of error I entered the wrong return date, as soon as I saw this error I called your customer service line again to try and rectify – this is where I was told that it could not be amended, changed or refunded. I asked for a supervisor to return my call, surprise, surprise – no call was returned I just wanted to get her travel sorted, so I booked another journey for her to return (********).
This morning my friend contacted me in tears from Lancaster as she was unable to redeem the tickets, she spoke to someone in the train station who told her it had to be my card used!! From here I called your customer service line where I spoke to someone who kept me on hold for 8 minutes and then hung up. I attempted to call again but the call was not answered. I have gone onto your live chat and asked for a manager to call me by close of business, at time of writing it is now 15:20, and I am more than 99% sure I will not receive a call from said Manager.
I have absolutely no faith in your company, and do not believe that the ticket machine will dispatch the tickets to her on her return journey.
I would like you to refund the full amount for each journey this accumulates to £74.97, I can appreciate your company policy states no ‘refunds’, but after this horrendous experience it really is the least you can do. As this is a formal complaint I will expect to receive a response within 48 hours of you receiving this letter, if I have had no response by the 11th of March 2014. I will be taking this matter to higher authorities. Please do not hesitate to contact me via email – *************** or telephone.
*****************
thetrainline.com

Reply from thetrainline.com

Hi Hannah,

I'm sorry to hear about you and your friends experience.

This is clearly a matter that needs to be looked into and it will be.

You've mentioned that you've sent us correspondence already, this will be picked and responded to within 3 working days upon receipt.

At the moment I'm not able to look into this matter as the reference numbers are not visible over the review site.

A member or our Customer Relations team will be in touch with you as soon as possible. We'll pick up the points and concerns you've raised.

Thanks,

Craig
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Fast, cheap and easy!

I'd never used the trainline before, but needing to get from Aylesbury to the Brecon Beacons and wanting some time to work went for the train over the car. Looking around at other sites no one offered me the choice or price of the trainline and I will definitely use them again!
thetrainline.com

Reply from thetrainline.com

Hi Mark,

Trains always a great way to get work done on the move.

Thanks for taking the time to leave the comments you have, it's always great to hear from first time buyers!

Regards,

Craig
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ANNOYING !

I booked train tickets to Torquay a few days ago. No problem with booking etc..to day I get an email from Trainline.com, requesting one to complete a customer satisfaction question ere, and offering a voucher for £49.00 (wine) I am not a wine drinker, and went ahead with the survey. At the end a message thanking me, and stating that I can use the voucher only in conjunction with a purchase over something like £50.00. This kind of deceptive marketing strategy annoys me!!!. Honestly perhaps they could offer a discount voucher for another train trip. However I just went in to Q JUmp, and found cheaper tickets for the same destination, and better choices. I will not use trailline.com again.
thetrainline.com

Reply from thetrainline.com

Hi Tim

We’re sorry to hear that you felt this voucher offer wasn’t in your best interests.

We’ve fed your comments back to our marketing team.

Thanks,
Fran
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Truly appalling customer service

I had to cancel due to illness. Trainline sold me insurance so I tried to claim. I have asked them over the last 2 weeks for written confirmation that I cancelled and just get the same old standard reply saying my tickets are non refundable. BUT I AM NOT ASKING THEM FOR A REFUND but to claim on the insurance they sold me!! I have replied twice more and not had any response. I have now written to their operations director.
thetrainline.com

Reply from thetrainline.com

Hi Sarah

I'm sorry to hear you were unable to travel.

If you wish to cancel your tickets at least two hours before the journey, we may have been able to go ahead with a change of journey. This of course depends on the delivery method used at the time of booking.

It sounds like this wasn't an option for you and since you opted to take insurance out with Columbus Insurance when booking your tickets, I would recommend getting in touch with them directly.

If you just need an email from us to say we were unable to reimburse your non refundable tickets because your were unwell, then I'm sure we could put an email together to confirm that.

I can't look at your booking on the review site but there are many ways to get in touch including phone, email, web chat, twitter and facebook.

I hope you are in better health now and would strongly recommend getting in touch with the insurance company as soon as possible.

Thanks

Joanne
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Extreemly Professional Customer Service

I incorrectly ordered tickets online, with a student discount. I called to change to a full standard ticket. The customer service gentleman, was most helpful, informative and very professional. I felt pleased I called and changed my tickets, it was dealt with in such a smooth manner 5 star service.
thetrainline.com

Reply from thetrainline.com

Hi Jayne,

Thanks for taking the time to share your positive experience and of course for the 5 star rating!

We all make mistakes from time to time, the important thing is that it wasn't a big deal to rectify this for you.

Happy travels for when the time comes :- )

Vikki
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Empathetic customer service

Travelling from Down Under I'd booked tickets for the incorrect destination and was stressed as am on a shoestring budget and was concerned that I'd have to forfeit the money. The empathetic manner in which this matter was dealt with as well as the excellent, extremely prompt customer service made my day! This organisation just rocks!
thetrainline.com

Reply from thetrainline.com

Hi Fleur

Thank you for taking the time to give you feedback.

We're so happy that we made your day! (or should that be night if you're over in New Zealand?!)

It's lovely to hear that you feel you had such a great experience with our support team.

We hope you enjoy your travels in the UK!

Thanks
Fran
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Positive experience

I phoned the trainline help line fully expecting a disinterested and unhelpful response to my complaint. I was so wrong. The lovely man who answered me was sympathetic to my complaint, and promptly gave me a refund and rebooked my journey in a matter of minutes. I could have kissed him!
thetrainline.com

Reply from thetrainline.com

Hi Merilyn

Aah we'll take kisses any day!!

Whenever our customers call up our support team, we will always help them out as best we can - it's lovely to hear that you felt this was the case when you got in touch with us! I'm glad we managed to sort everything out quickly for you.

Thanks
Fran
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Easy to use tickets next day

Easy to use the tickets turned up next day to our surprise . One less thing to worry about so will use thetrainline.com again every time cheers all :-)
thetrainline.com

Reply from thetrainline.com

Hi Tonia

You're welcome - we love hearing comments like this!

Hope you enjoy your journey when it comes!

Thanks
Fran
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Great Time Saver

Use thetrainline all the time when visiting the Uk.. find it most convenient to be able to book trains in advance from Australia and get great deals.. Tickets can be posted out or collected from most train stations in the UK. Highly recommend.
Fleur C found this review useful
thetrainline.com

Reply from thetrainline.com

Hey April,

Thanks for taking the time to leave your comments.

It's great to hear feedback all the way from Australia!

Thanks again,

Craig
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quick and easy to use

My first time using Trainline i found it quick and easy to use and was impressed that the tickets arrived the next morning will definitely be using again!!
Fleur C found this review useful
thetrainline.com

Reply from thetrainline.com

Hi Joanne

Thanks so much for your review!

It's great to hear you found the experience so easy and although we allow up to 5 working days for delivery, they can sometimes get to you the following day. Other delivery options include self service collection, print your own and mobile (where applicable).

I hope you saved a few quid and for your next booking, our website has many money saving tips which will come in handy when planning ahead. Our mobile app has also been a great success and really handy for those on the go!

I could go on all day but the best way to find this out is to jump on board the website and take a look for yourself! (sorry for the bad joke)

Thanks

Jo
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first time users will do it again soon

We travelled for the first time and I will use it again,it was easily done and it took a lot of the stress away from driving to our destination, the tickets were done on line so no queuing at a station and trains on time which was much appreciated as it was a cold weekend thank you all.
Fleur C found this review useful
thetrainline.com

Reply from thetrainline.com

Hi Patricia

It’s great to hear that you had such a good experience when booking and travelling on your recent journey – it certainly can be a lot more relaxing travelling by train!

It sounds like you chose ‘Print Your Own’ tickets, which as you mentioned, save time queuing at the station. For anyone else wondering about this ticket type, you can find more information by searching under ‘Print your Own’ on the help pages of our website.

Thanks
Fran
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Plesantly surprised!!

Looking for a cheaper wayof getting to Bristol I just decided to google "cheap train tickets" and The Train Line was the first one I tried. The tickets were over half the price of SW trains. As with all discount websites, I'd always compare prices with two or three others, but The Train Line will be who I'll try first every time.
thetrainline.com

Reply from thetrainline.com

Hi Rual

It’s great to hear that you found tickets to Bristol for the price you wanted when you booked with us!

In case you don’t already know, we’ve got some handy tools which can help you save money as well...

The first is our Best Fare Finder – one you’ve entered the route that you’re travelling, we’ll hunt out the cheapest tickets available around the date that you’ve entered. You can find this under the ‘Tools’ tab on the home page of our website.

You can also set up Ticket Alert with us – that way we’ll let you know as soon as the cheaper ‘Advance’ tickets go on sale for your journey, (this is usually 12-13 weeks before) saving you time having to check back on our website. This can also be found under the ‘Tools’ tab.

Thanks,
Fran
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I said a few days ago "This is the worst customer service that I have ever come across".

That is precisely what I thought a few days ago! The reason was that I had a difficult experience whilst booking train tickets and then trying to change the booking.
As a result of my difficulty I contacted Trainline through their Facebook page by private message which is connected to the UK office and I have been delighted with the service given. They very quickly sorted out my difficult experience with the booking line and acted in every way how a customer service department should.
Approached in the right way this is NOT the worst customer service I have come across.
Special thanks to Vikki who handled my case. Below is the reply to my original complaint that prompted my to contact them through Facebook.
thetrainline.com

Reply from thetrainline.com

Hi Geoff,

We’re disappointed to hear you were unsatisfied with the service provided. As you haven’t provided specific details it’s a little difficult for me to offer even general advice.

If however there is something you would like us to look into, as we can’t share any info on a public forum would you be able to get in touch some other way.

We have various options to contact us such as Twitter @thetrainline or even our facebook page thetrainline.com where you would able to post a private message.

Vikki
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More expensive than the actual train companys themselves

Upon checking with the company my train ticket is with (sw trains, i find that ive paid £10 more than what they are charging, i thought the trainline was suppose to be cheap train tickets!!!! Not more i booked a first class ticket for my fiance and our newborn as it will be a better experience, but again upon talking to the train company, there are no reserved seats in first class and also your not guaranteed a seat in first class if it is already full as they sell more tickets than seats. Why is there no mention of this when booking!!!!
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brilliant service

I had a very good experience when I recently ordered my tickets on line. I would use this service again and found it very easy to order tickets and seats on line.
thetrainline.com

Reply from thetrainline.com

Hi Sarah,

Thanks for taking the time to share your experience and of course for the 5 star rating! It’s great to hear you found the website easy to use and were able to reserve seats for your journey.

For the interest of everyone else out there, even if you don’t manage to reserve a seat online (not all train operators offer this option) there will still be availability onboard and you can occupy any vacant seat.

We also offer various different delivery options so have something to suit everybody. From first class post if you're booking your tickets in advance to mobile tickets for those on the go looking to travel asap (although not currently avail with all operators).

So what you waiting for, why not get online and treat yourself to a trip away somewhere nice :- )

Vikki
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There not with the time!

I would not bother with the Train Line.com at all! There sever is rubbish!
thetrainline.com

Reply from thetrainline.com

Hi there,

We’re always looking for feedback (good and bad) so if there is anything specific you think we could improve, feel free to share your thoughts.

Thanks,

Vikki
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We'll worth travelling first class

Go first class. Pay a bit more for exceptional service. Thank you.
thetrainline.com

Reply from thetrainline.com

Hi Margaret,

Thanks for taking the time to share your recent travel experience.

Despite only having travelled 1st class on a couple of occasions, I agree it’s worth every penny :- )

For your interest and anyone else on the forum, to make the most of the savings out there why not sign up to our ticket alert for any future journeys (this can be found on our home page under tool and tips).

As soon as the discounted tickets are released (around 12 weeks prior to travel) we’ll send you an email so you never miss out. This way you can have the luxury of 1st class without the 1st class price tag.

Vikki
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Excellent customer service and very good value tickets

I would like to praise the customer service I received from the trainline.com when I had problems rebooking my return ticket. I had made a mistake in the date I booked my reservation for and had to change the date. I couldn't seem to change the date online and ended up booking another return ticket and requesting a refund. The refund request did not register online and so I had to ring the customer helpline. The online process could possibly be made more straightforward in this regard. However, the advisor was extremely polite and helpful and manually issued the refund for me without delay.
In addition, I was extremely impressed when the trainline.com emailed me to alert me about the underground strike and the possible impact on my journey. This was extremely useful and showed the company cares about its customers. Furthermore, the tickets were very good value compared to the normal price. Thank you. I shall be using you again.
thetrainline.com

Reply from thetrainline.com

Hi Lucy,

I know you've posted a similar review elsewhere. Thanks for sharing your experience with us. We really appreciate it.

The moral of the story here is that if you've made a mistake with a booking you should contact us immediately. We may not always be able to help (depending on the ticket type), but you should tell us about it straight away. The longer you leave it the harder it is for us to fix it.

Thanks,

Chris
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compassionate and very helpful.

My fiance and I had planned our last special get away to London before our big day in May. We had saved 2 wages for train fair and spends!! Last night my fiance was rushed into hospital....so we didnt make our trip today. After 0 hours sleep I crawled home and wondered if there was anything I could do to get a refund on my unused tickets-I expected not.
I spoke to Rowan who was so helpfull. He spoke to his manager after listening to my worries and told me whilst he couldnt refund all our money they could refund our outward tickets. About 70% back which is still alot of money to me! Thankyou Rowan and trainline for being empathetic to my situation. Ive used you for about 10 years and will now ALWAYS use you over your competitors.
thetrainline.com

Reply from thetrainline.com

Hi Kylie

It’s lovely to hear feedback like this – whenever our customers contact our support team, we will always try to help out as much as we can within the restrictions of the tickets that have been bought.

Hopefully the money that you’ve got back can go towards your special day or your honeymoon.

I hope that your fiancé is well on his way to recovery now.

Thanks,
Fran
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FIRST EXPERIENCE - WORST EXPERIENCE

I have emailed this to sales.support@info.thetrainline.com, as supplied by a member of staff on the telephone.

I normally travel to Wolverhampton via National Express coach for £9 return special fares. However, I though I'd treat myself and go on the train, a little more expensive granted, but comfort, quite and peace! What was not to like?

How very wrong I was.

On boarding the second lag of my journey (Manc to Wolves) I was lost as to where my seat was (Coach F - Seat 36 A). Upon finding it I noticed a larger lady was sat in my window seat which I HAD PAID FOR AND RESERVED! I kindly pointed this out and asked her to move, to which her reply was.. Oh I reserved one too but it doesn't matter as long as we both have seats." I tried again, explaining I reserved this window seat as I get panicky and suffer from back pain (so I didn't want people banging into me on an aisle seat) and needed the window seat. She blanked me and turned to look out the window.

Not getting anywhere I sat down next to her as there were no other window seats. Not only this but on booking I asked for a plug socket to which I now couldn't access then to over hear that they were not working on my side of the train, but was working on the opposing side of the train! Great I thought!!

Next comes the drinks trolly. With the woman "overlapping" onto my seat, the trolly banged into me, though no fault of the gentleman pushing it, he could hardly see as he was serving and multitasking.

I decided to wait for the train conductor to appear. As he was walking up the isle I kept looking at the overhead electronic reservation and my ticket - Yes I am right that is my seat and someone else is sat in it. I address this with the conductor as he clipped my ticket and the reply took me back! "You've got a seat, what's the issue?" With that he clipped the person next to me and walked off.

Fuming! Things went from bad to worse when a passenger who was working overheard another on the phone in the "quiet area" and uproar begin. Annoyed enough I kindly let the gentleman on the phone know that he should take his call outside and everything would then be okay. He did so and the carriage was back to normality.

So for my first experience I was rather to say the least unimpressed, which at best is an understatement.

As a social media brand protection engagement officer and complaints resolution officer, I know how customers can flare up at the little things, and I also know how easily it is for situations like this to get out of hand and damage a brands reputation and image. However I feel that it was an injustice to allow someone to book tickets with specifications, then a representative on the train address me and my issue in the manner he did.

I do hope this to be resolved in a respectable manner, and I'm positive CCTV footage will back up ALL statements made.

Please see attached my tickets and I hope for a resolution quickly.

I look forward to your swift response.

Miss. L. Coleman
thetrainline.com

Reply from thetrainline.com

Hi Laura

I'm really sorry to hear about your experience.

As much as I would like to help, thetrainline.com are a ticket retailer selling fares on behalf of the train operators. When you got in touch with us, we should have directed you to the train operator as they always take responsibility for on board situations.

Although I don't have your booking information to hand, our team will provide the contact details for the customer relations team. The train operator will aim to respond directly within 10 working days. Please make sure you provide them with all this information and a copy of the tickets.

When you reserved a seat in coach F, this should have given you the opportunity to work or relax quietly during the journey. Although you did the right thing by highlighting the issues to the conductor, I'm sorry to hear it wasn't resolved at that time.

I’m sure the train operator will investigate this thoroughly.

Joanne

thetrainline.com Details

About this company

thetrainline.com: Save an average of 43% at the train line - the UK's No.1 independent rail ticket retailer online. Buy train tickets, check times & prices and reserve seats on all train companies.

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