Many reviewers praise quick email replies and fast refunds handled by named agents. Several travellers cite low fares and savings from split-ticketing. Others report phone lines that are hard to reach and premium-rate contact numbers. A number of reviews describe major booking failures, missed trains, or refunds being withheld.
Examples from available reviews (Apr 2015 – Mar 2026).
Raileasy provided a clear, fast and reasonable refund response.
“very clear, fast and personal response.”
Bought cheaper return tickets and received posted tickets promptly.
“I got return tickets to Leeds for the day for £60 which was half of the best price I could find.”
They made refunds and exchanges extremely difficult, with poor contact options.
“Raileasy find every way to make it impossible to get a refund or exchange.”
Received 24 separate tickets with different seat reservations, causing a chaotic journey.
“sent a total of 24 separate tickets for this return.”
Several reviewers describe polite, prompt email help and very fast refunds, often naming staff such as Pam and Jonathan. Others report refunds being refused, long delays, and claims of blacklisting. A few mention small admin fees deducted from refunds.
Many travellers point to lower fares and split-ticketing that cut trip costs. Business users mention access to PDF VAT receipts. A smaller group links the savings to booking complications or extra costs after booking mistakes.
Some customers say the website journey is confusing and that they struggled to complete bookings online. Others found it easy to use and say paper tickets arrived quickly. One cluster of complaints mentions receiving dozens of separate tickets and seat reservations that did not match.
Some reviewers report lots of separate tickets and wrong journey details that disrupted travel. Others say tickets were posted quickly and seat reservations arrived on time. Multiple reviewers also raise cases where a booked service did not exist.
Email support is repeatedly described as quick and effective. Phone support draws steady criticism for numbers that are hard to find, premium-rate lines, and advice that changes between calls. Several reviewers warn about unexpected charges for support calls.
Reviews split sharply between people happy with refunds and low fares, and others reporting withheld refunds and booking failures. The same themes show up in both positive and negative ratings. That contrast drives the overall impression.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Reviews (17) · Reviews (1) · Quotes shortened · As of: March 2026
Despite initial doubts, their prompt refund and courteous service impressed me.
“Immediate email response and refund with such courteous efficiency”
Customer service refunded my ticket very swiftly.
“Customer service refunded my ticket very swiftly.”
Difficulty phoning the office and I didn't receive emailed tickets.
“Watch out if you need to phone the office (which is hard to do trying to locate number).”
Pam was very helpful in obtaining a refund.
“Pam was absolutely fantastic”
Pam provided kind, helpful support during a stressful cancellation.
“Pam from customer services was kind and helpful from the start”
Customer support quickly cancelled a duplicate booking and issued a refund.
“They have quickly cancelled and refunded the booking.”
Customer services provided a great response and refund after cancellation.
“The customer services team have been great”
Raileasy were responsive and helped rebook and refund quickly.
“Rail Easy have been really responsive, friendly & helpful”
They refunded a mistakenly booked ticket quickly after my email.
“they have refunded my ticket booked in error”
Raileasy provided a clear, fast and reasonable refund response.
“very clear, fast and personal response.”
Useful for business travel with easy VAT receipts and helpful support.
“easy pdf vat receipts I get for business travel”
I found the website confusing but emails resolved the issue.
“I got lost in the websites when trying to work out what to do”
Usually cheap tickets and full refund when reported quickly.
“Always got pretty cheap tickets from Rail Easy.”
Easy booking, good prices, and full refund after providing medical evidence.
“prices I paid were exceptionally good”
Jonathan provided very helpful assistance obtaining a refund.
“Jonathan was so helpful when I needed help getting a refund.”
Received conflicting telephone advice but email support resolved refund.
“told me three different things by three different staff members”
Prompt email responses from staff resolved my ticket problem satisfactorily.
“Very prompt email responses from a number of different Raileasy employees”
Company denied a valid refund claim and later blacklisted me without warning.
“blacklisted without warning”
They handled my cancellation well and I will continue using them.
“This response to my cancellation was done very well”
Replacement tickets refunded within one working hour, very fast help.
“raileasy had processed my refund for the original tickets within 1 working hour”
Raileasy agreed a full refund within hours after a cancellation.
“within hours Raileasy agreed full refund”
Jonathan and Raileasy provided excellent service again.
“Excellent service from Jonathan & Rail Easy.”
Raileasy promptly responded and refunded tickets minus a £5 administration fee.
“full refund minus the administrative fee of £5.”
Very professional and considerate customer service, especially Pam.
“The service was 5 star - excellent.”
Received a full refund quickly and appreciated the money-saving split tickets.
“whole amount refunded without question within 3 days.”
Complex instructions led to financial loss and unresolved booking problems.
“I am now £184 out of pocket”
Received 24 separate tickets with different seat reservations, causing a chaotic journey.
“sent a total of 24 separate tickets for this return.”
They made refunds and exchanges extremely difficult, with poor contact options.
“Raileasy find every way to make it impossible to get a refund or exchange.”
I recently used Raileasy to book my train tickets and I must say, the experience was very pleasant. The website is user-friendly and easy to navigate, making it simple for me to find affordable ticket prices. Utilizing their top tips like booking early and avoiding rush hour certainly saved me some money.
However, what stood out the most was their suggestion of split ticketing - breaking down a journey into smaller sections can save you a small fortune on travel costs! I never knew about this before and am grateful to have been informed as it significantly reduced my expenses.
Furthermore, comparing different train routes from multiple companies helped me shave off even more of my budget without sacrificing quality or comfort during the trip.
Overall, I would highly recommend using Raileasy for anyone needing an affordable yet reliable way to travel by train. Their helpful tips and great deals will surely make your journey stress-free while saving you money along the way!
They booked me on a non-existent train causing missed connection and extra ticket purchase.
“I found there was no such train.”
Customer reports not receiving a £107 refund and calls the company a scam.
“Did not return my refund of £107.”
Delayed refunds and poor service, though refund was eventually received.
“complete lack of customer service is appalling.”
Customer struggled to cancel and received only a small refund after delays.
“This gave me the option of only £ 7 back from the £ 113 spent.”
Claiming refunds is reported as virtually impossible with Raileasy.
“Raileasy make it virtually impossible for customers to claim a refund”
Warning about expensive premium-rate phone numbers and slow refund processes.
“DON’T under any circumstances use their 0906 contact number!!”
Abysmal customer support and a waste of money according to reviewer.
“abysmal customer support experience a total waste of money.”
Website failed to confirm booking, money taken and journey missed.
“Their website is not reliable.”
More complicated booking process but provided worthwhile savings.
“but I certainly can't complain about the money saved”
Bought cheaper return tickets and received posted tickets promptly.
“I got return tickets to Leeds for the day for £60 which was half of the best price I could find.”
Reviewer calls the company dishonest and advises not to book.
“This company is simply Dishonest do not book with them.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Raileasy is a UK online rail ticket retailer focused on rail travel and split-ticketing. It sells single and return journeys across UK rail operators through web and phone booking. Rail Easy issues posted paper tickets and electronic documents, including PDF VAT receipts for business travel. The site supports seat reservations and shows fare options to compare split-ticket savings. Customer support teams deal with booking questions and ticket dispatch for online orders.