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
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!!!
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
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(
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.
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.