Trainline reviews

Trainline reviews

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Misleading Website and non-existent customer service

I have been booking my tickets through trainline ( through the recommendation of my UK family) for a while.
I am based in NZ and so, when I had an issue with an advance single ticket I think I had booked correctly, but which came through with the wrong date, I tried to call their call centre (only hours after making the booking). One of the reasons I think it may have been a glitch in their system is that it took hours (not 5 minutes) for me to be able to access my ticket).
Admittedly, it may have been my mistake, but what irritated me most was, that on a very expensive call for me, the guy insisted on rattling off their full terms and conditions - eventually I interrupted him to make him cut to the chase, which was that they weren't going to be able to change my date and I would have to buy a brand new ticket. Asking to be put through to his supervisor was a complete waste of time as he just delivered the same treatment (a long speech reciting their terms...)
I would never have phoned except their website claims that you are able to change the date/time of an advance single - TOTALLY MISLEADING!
In addition, there is absolutely nowhere on their website with a email contact so that you can place customer feedback or a complaint - this probably says it all about how important customer service is to them!
I have found myself a different website to book my tickets from now on www.redspottedhanky.com and they don't charge a booking fee!
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E-tickets: Please Be Very Careful

I have been a train line customer for years with no problems but due to my recent experience will not be using this site again. I purchased advanced tickets for my son who is visiting London for a charity fundraiser. I thought I'd try the e-ticket facility. Not ever having had 'named' train tickets before I just clicked the e-ticket option and it wasn't until these were printed today (the day of travel) that it was clear that the tickets were for my use only. My mistake.

However, there is no facility online to amend the passenger details once bought and after 3 phone calls today I have been repeated the same script - 'we will refund your ticket but you must buy a new FULL PRICE one and we will charge you £10 for the change'. I can't really understand this policy as normal train tickets don't have names on and I've purchased many before for collection at the machines.

I declined this 'offer' and instead travelled to the train station with my son and I must admit to being treated like a human being by East Coast Rail. All their staff were absolutely amazing and I will be dealing with them directly in the future.

So, Be Careful with the e-ticket purchase if you are buying for someone else AND Be Prepared for totally unsympathetic automatons on the other end of the phone if you make the same mistake..
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Misleading consumers WARNING!

PLEASE SHARE THIS AND EXPOSE THEM***

Trainline.com scammed me out of money claiming they sell "cheaper" tickets and did not give me an option of adding insurance on their app. They failed to explain you need to go to their website for insurance add on and didn't even mention this on their terms and conditions.

I found out I could get a cheaper ticket elsewhere and especially direct from the station. This includes tickets from today compared to the ticket purchased at the end of October (yet trainline still claim advance tickets are cheaper than tickets purchased nearer to the day of travel; in fact they are NOT). They refuse to refund my ticket and CEO Murray Hennessy didn't bother returning my call, instead getting someone else to do his dirty work.

There are thousands of complaints about this company misleading consumers and have already had an advert banned in 2006 for calling people who go to the station to get tickets "sheep".

Avoid this company at all costs and please share this so others don't make the same mistake. They have already been reported to Trading Standards for misleading consumers. The more complaints to Trading Standard and the Advertising Standards Agency the more likely they will be told to change the way they advertise things and mishandling of complaints.

I could have used that £180 on my daughters Christmas but now I can't
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Don't waste your time or money!

I purchased to off peak return tickets for the train to gatwick for my holiday as advised by one of there customer service team only to realise my train coming back would not be during a off peak time! Immediately requested to cancel/ refund was told the transaction had to be properly processed before I could receive a refund and not only that was charged £10 for doing so!! Ended up purchasing straight from the train station who were able to provide me with the correct and better train ticket for half the price. Trainline do not save you money do not be fooled!!!
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If I could give ZERO stars, I would!

My advice would be to stay well clear of this company......I bought a return to London 4 weeks in advance for a medical appointment. This appointment was changed by them a week beforehand so I rang the trainline.com to alter my tickets. (By the way, don't use their expensive 0871 number - got to 'say no to 0871' and it'll give you an alternative number that works just as well but doesn't cost the earth). The telephone operative was completely clueless. It took her ages to even understand what I wanted and kept trying to put me on a later train that same day. When I finally got her to grasp the fact that I wanted to postpone my trip for 2 weeks due to a changed appointment she put me on hold (again - she'd already done it twice before) and then said that I couldn't travel on a different day. I then asked if I could cancel it. She went away again and came back and said yes, that would be fine. So I told her to go ahead and cancel and it was then that she told me there would be a £10 administration fee!! TEN POUNDS! My blimin' ticket was only £31! This is on top of the booking fee and then, to add insult to injury, I have to send the tickets back before I get a (partial) refund incurring more expense!!
I would imagine that somewhere in the teeny tiny small print it is written that a charge will be incurred but seriously, hands up everyone who reads the teeny tiny small print when buying a £31 train ticket? A car maybe, a house definitely but a ticket?? I urge everyone to look elsewhere......don't let these people get away with such outrageous charges. I can feel another strongly worded letter coming on..........
Customer service - 0/10
Charges - minus 10/10
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great help

i always use this website i got mobile app and its so handy one of my fav app i can check trains time within sec i will def recomand the mobile app to everyone
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DO NOT USE

I hate this company with a passion - no sweat if you booked the correct tickets and the train turns up. Book the wrong tickets or need a refund and it will cost you dearly. Not just the cost of the tickets but the numerous calls to their Indian call centres where they recite a speech - no matter how many times you tell them otherwise they will repeat the speech... nightmare. Would never use again :0(
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Helpful - but

I find that 'trainline' is the easiest website for to use when finding train times and ticket prices. When, however, I have found what I want on trainline I buy my tickets online from another website. This is because other travel websites do not charge for the ticket - whereas trainline does charge.
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Refund near impossible for their mistake

They took money for my ticket twice, i had to make many phone calls to their Indian call centre plus emailed them countless times and they never sorted out my refund. Each person i spoke to had no idea what to do and we went around in circles. I had to contact my bank in the end to get my money back.

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