Trainline
reviews and complaints

Yesterday I got to Birmingham station for my onward journey to Gloucestershire,only to be informed that it was cancelled and the next train was at1425.So I had a drink and something to eat ,got to the platform 11a again to be told that the train was cancelled.Was told that transfer buses were coming and to wait until they arrived.Waited nearly 2hrs and then told the buses were outside,went and waited in the queue and raining for only one bus to arrive for a couple of hundreds people.Waited only later when asked to be informed that children/elderly and then unable were given first priority.went back to the station as it was raining and getting dark.Waited again no information given looked at alternative and then got a taxi to my destination,at 20,00 o’clock

Good afternoon,

I had a train booked yesterday, 1/12/2023 at 19:03 from London Kings Cross to Wakefield Westgate.

Unfortunately, there was a problem with the train tracks and the train was delayed, however no further information was given about the train and suddenly the train information was no longer on the board.

I’ve managed to get on a train to Edinburgh however there were no seats and I had to stand for over 4 hours without the train moving. Very little updates were given at this point. I’ve managed to arrive in Doncaster at 00:18 ( following day) and I had to get my husband to pick me up and drive to Wakefield.

I have tried to request for a refund/compensation however with no luck.

Please can you please have a look at this matter.

Disgusted that i booked for my daughter to travel return to liverpool on 11 th November from Newcastle returning on 13 th November . I do appreciate train companys cant help if there is a landslide on route but customers should be offered an alternate time at same cost not treble the price as this just looks like greed, and shows the trains are still running . Also booked to travel via carlisle and there were delays on return journey - the train us expensive this is a poor service and when being refunded the admin fee should also be refunded why should we be out of pocket . Getting my daughter to and from Liverpool this weekend has been very costly for us .

I got the 10.55 from Glasgow central disabled female travelling alone

I sat in coach B and it was extra warm. Thought was possibly me

At 1150 I asked a member of staff if they could turn the air con on as the heat was unbearable.

It is 14.24 and as yet the nothing has been resolved

As a disabled passenger I can’t get my luggage and move easily down the train fro see if there is anymore chairs available for me.

Rather disappointing service I expect things go wrong etc and it’s rather warm

To not even be offered a bottle of water is shocking especially after the price of tickets

I travelling regularly on the train and this is the first time I’ve had such poor experience.

If I didn’t need help to get my luggage I would get off and try get another train

As it stands I’ll just have to wait another 55 minutes until my destination I also wouldn’t want to be paying extra on top of a already costly emergency trip travelling up Friday

I was meant to be travelling up to London today from Barnham to have a late lunch with friends on the 11.43 arriving 13.43 for bottomless brunch at 14.15 (table booked til 16.25. However due to the available trains back home finishing at 16.29 it is not giving me enough time to go due to needing 30 mins to get to/from the lunch venue/station and therefore it is not worth the money to go for such a short time. After brunch I was then planning on staying out with my friends and returning home on a train around 19.00. If Southern had been operating a full time table I would have gone and am extremely disappointed not to be meeting up with my friends. However what makes it more annoying is that when I go to cancel my tickets on your site I am going to be charged a £10 admin fee for something that is not my fault. I would like to receive the full amount back for the ticket purchased.

I had a train to Castle Cary on 5th August 2023 and it was cancelled overnight.

I have an insurance and would like to use to compensate for the issues caused, not just a ticket refund.

This cancellation has affected my job and had to cancel a work commitment I had, which has had negative economic consequences.

It would be great if someone could contact me via email or phone.

I started a refund request in June for a cancellation on my trip from Windermere to Euston. Straight from the beginning I was told it would be no problem to get a refund, but could I send in the tickets? No problem, I sent some in but as they were seat reservations only that wasn’t sufficient. Ok, I explained that I would send in what I had but wasn’t sure I had them all. But surely as there was obviously a proof of purchase etc that would not be an issue? Apparently it was, as you needed the tickets to start the refund process. (Am I the only person to have misplaced a ticket)? Anyway, again I sent the tickets back and waited. A week later I hadn’t heard anything so I emailed again and was told they had not yet received the tickets. Ok, so I gave it another week and didn’t hear anything. Bear in mind that the whole process has taken at least a month and several emails by this point! It seems I missed a reply a couple of days ago so I replied to that. In your email, you stated it would likely be delay repay as I had managed to travel on the tickets but at a later time. I replied that I wasn’t happy at this as I was acting on behalf of my elderly mother, who at the time (with myself) had to go through an extremely stressful end to her holiday, cope with a very painful knee condition and have the privilege of paying £90 in taxi fares from Windermere to Lancaster to try and get our connection, which was also delayed, meaning we lost our seats etc! The final result today was that, essentially, there was nothing that could be done other than you activating delay repay for me, instead of having to do it myself. The e mail ended with ‘Thank you so much for contacting Trainline, if you have any queries please feel free to contact us anytime. Have a wonderful day ahead and take care!

I find the whole email patronising and condescending. I feel that your customer service is sadly lacking. I use your service a lot but this is definitely making me think twice for next time. I would expect a satisfactory response on receipt of this email.

Regards,

Melanie Davis

I booked two super off peak rail tickets return from Redland( Bristol) to London Paddington. On July 14 Outgoing was fine. Today July 25 we went to get the 15.28 train to Weston which stops at Bristol temple meads, the electric board said super off peak would not be accepted although your websites says normally valid until 15.30.

I went to ticket office to try and upgrade but was advised there was nothing they could do as it was A QR code on the train line app. I tried the app “ manage my booking” and it kept saying oops seething went wrong and ring customer services/ but link did not work. It’s pretty poor when the station is unable to help when booked through train line and the app doesn’t always work

I ended up paying £76 for two singles on the delayed train to Weston. Fuming.

The journey to Darlington from Kings Cross 1427 was cancelled today. I was informed by the customer support team that my ticket would not be accepted on the LNER train leaving at 1430 so I booked another single via LNER for £80 leaving me £50 worse off.

Once I boarded the train at LNER the announcement was that passengers from the cancelled 1427 were allowed to board, meaning I did not need to pay an additional £50.00 for a new ticket transaction [protected].

I wish to be refunded the cost of my ticket as I was misinformed.

Kind regards

Zena Hole

on the 17/07/2023 I have tried to claim a refund for a train journey that was delayed on 20/07/2023 from Birmingham International 21.46

Avanti West Coast

Birmingham Snow Hill 22.31

West Midlands trains

23.09

Kidderminster

As the first train was delayed, this meant that we would have missed out connecting train and had to pay for a taxi to take us home, at a extra cost of £55.

The deadline to claim a refund is today, but it says that I can't claim as its lower than the admin fee.I wasn't able to process a refund.

I have been unable to speak to a customer service person for support.

Please can you advice if there is anything that I can claim, as I have had to pay for the taxi and a train fayre that I was unable to use, plus the cost of our Senior Rail cards.

I do want to support the rail systems, but this does seem very unfair and makes me very likely to not use the train service again for advance, pre-paid bookings or to use at all.

Please can you advice if there is anything I can claim and if so how?

I am in complete shock an awe at the incompetency of the Avanti train service. I arrived for my 11:39 train to in disbelief as to how many people were on board and unfortunately stood in the doorways of the train as there were no seats and barely anywhere to stand. For a company such as Avanti this is unacceptable and if a train was known to be cancelled the day before a rail replacement bus could have been organised to prevent further disruptions. I, along with several other passengers were left standing for 3+ hours even though some had reserved seats they were told that there was nothing they could do and we're left standing. For a PRIVATE train company such as Avanti I'd think they have the competence to properly organise trains but obviously I was wrong. It seems as though every member of staff has been replaced with a chimpanzee, although if that were to be the case, the rail service would probably run without fault

They do not refund canceled trains but instead file for a refund from the provider and pocket the money while telling clients it may come eventually (spioler: it never does). I have confronted them about it, even showed them the law there were breaking. they didn't even deni it, they also wont do anything to make it right. Customer service was nothing but a bunch of patronizing, rude, lieing script drones who clearly dont give af. They gave me wrong information repeatedly and I caught them lieing about who they were and pretending to be there other people at the company (idiot forgot to change the email footer) Absolute scam and has been reported to the authorities.

We were travelling Portsmouth to London Saturday 24th June 10:15am we were with easily double the amount of people that were able to get on the coach - the driver was very rude although I understand it wasn’t his fault - we all had to basically been told that there wasn’t enough space for us, and that another coach was in its way, to then find out the coach was an hour away!

This is beyond unacceptable- you book a ticket for a coach you get a seat on that coach, simple! I am demanding that I get a full refun for that ticket / return journey and a refund for the single train journey we ended up getting due to the fact that we would miss our connection in London

Many thank

Elliott day

[protected]@hotmail.com is my email, I expect

A response

I had booked a return trip Runcorn to Euston and back ref [protected] and had a pre booked seat yesterday at 16.43. Due to a death on line there was chaos at Euston and the train was delayed. When the train finally came more chaos ensued and after queuing was told no more people would be allowed on despite my having a ticket and seat. You can see from my account I am a very frequent traveller. Frustratingly being declined access to the train is not an option covered on your app to ask for a refund. I finally got a train at 18.43 2 hours late also incurring additional parking costs. I would like a refund for my return leg yesterday for my appalling journey home. Thanks Andrew Robinson

Train tickets sold on 29.05.23 for the week to travel to work.

Two days trains cancelled due to strikes

31.05.23 and 02.06.23

Very poor service with no information regarding the strikes so I lost 2 days pay and the train fare

Transaction ID [protected]. All booked through the app .

I would like a refund

Please advise

Geoff Beck

Email address [protected]@live.co.uk

I noticed £15 in my pending file on my bank account. Turns out that on November 7th 2022 I responded to a trainline offer of money of my next ticket and inadvertently gave details to Complete Savings for £15 a month.

I am outraged by this practice and want you to compensate me for the stress and anxiety this has caused me and my wife.

I have contacted Complete Savings and started the process of reclaiming my money and cancelled this bogus membership.

I am shocked that you would condone such underhand business. It’s trickery at best and feels a lot more like fraud.

If I don’t get a satisfactory response from you I will never use trainline again.

I booked train tickets for a return journey from Birmingham airport to Northampton on 11th march when we got to the station after a 4 hr flight the station was closed and when i booked the tickets there was no mention of strike action on that day otherwise surely it would not have let me book that day ?

We had to get an emergency taxi for 6 people back to Northampton that cost me £110.00 on top of what i had already spent on the train tickets as we had no choice.

I have sent numerous emails and had no response and now i am at the end of my patience i still have all tickets and receipt for taxi and have requested that i be compensated for the taxi and no response.

If i do not hear anything in the next 7 days i am taking this to social media

I missed a train because your website provided information for deperture of a train & in actuality the train came about 3 minutes earlier, i haven’t had this experience before, it has maybe made me late for an appointment, not the least, given me anxiety about it, i would like to know why the information given was incorrect please? The service provided was not only not good enough, it was incorrect.

I have tickets booked for 3rd June 2023 for Hull to Kings Cross. Due to ongoing industrial issues it’s unlikely that we will be able to travel that day. I have tried to contact customer service and the telephone number is dead. All I want to do is rearrange the day, this cannot be done online you have to contact customer service which is impossible. Very very frustrating situation to be in. Please help.

I made a booking in NZ for a Blackfriars Gatwich express ticket (2). I have made a number of bookings like this recently. However the system isn't linking properly. When I went to book the time and date I wanted. It said no journeys that day! and sent me to the next day, Monday. But then I tried to book the same time Saturday and it said the same thing and sent me to Sunday.

I booked tickets and it showed on the screen Sunday departure date. I paid for them and of course the tickets now show a Saturday departure not Sunday. I tried to change the date but got the same stupidity as above. I go to change and your ticket now shows that I have booked travel for Sunday 27 August 3.59 am. But the ticket issued shows Saturday.

I have a screen shot of this image as well as the image of when the change reservation screen comes up it also shows Sunday, not Saturday. I would have liked to have dealt with this on line but there is no ability to email the query directly, all thats available is useless on line help that is no bloody help at all. Screen shots below

The ticket reference I am trying to change is [protected]. I want the 2 tickets to be for Sunday 27 August at 1700, or there abouts.
Email: [protected]@hotmail.com
Calling is not an option, I am in NZ, unless you want to provide a reverse charge number or free phone number.
Please get a real person to contact me and dont send me to some useless on line help that doesn't help.

Thank you
Ian Glogoski