I booked a return trip for a family of 4 from London to Salisbury before I left Canada for my vacation. I followed all prompts on thetrainline website and ended up paying over 240GBP. When the train conductor on the return trip checked our tickets, he informed me that I could have paid less than half what I did. He said that thetrainline should have guided me to the better price option and that I should complain when I got home. He also said that thetrainline is KNOWN for this kind of thing.
When I complained upon my return, I got absolutely no where. Thetrainline consistently replied with 'standard' form letters saying that they could not help me. They offered no refund, no assistance and no other option (I asked if there was an ombudsman or complaint desk, but they never replied). I will never use them again and encourage everyone to avoid them, especially if you are dealing with them from overseas.
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