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We Collect & Analyse Reviews

TrainGenius
Experiences & Reviews

TrainGenius is an online platform for buying UK rail tickets and related services. Consumers checking reviews typically look for information on website usability, ticket delivery, refunds and customer support responsiveness. When researching TrainGenius, reviewers often mention booking flow, fees and how swiftly the provider handles exchanges or refunds. Independent reviews can help assess reliability of ticket delivery, customer-service responsiveness and any recurring operational issues.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 95%
Latest Review 15d
Overall Rating
4.7

Our Analysis

🎯

Service quality

Most reviewers report helpful, personalised and prompt staff who actively resolve booking problems, arrange refunds and sometimes liaise with train operators.

Share
23%
Strong
💰

Value for money

A small number of reviews note good prices or saved fees, but the sample is limited so conclusions on overall value are tentative.

Share
5%
Mixed

User experience

Many users describe the website as simple and easy to navigate, while a minority report search limitations, booking glitches and ticket-download problems.

Share
13%
Mixed
🔧

Product quality

Refunds and ticket changes are commonly described as straightforward and fast, though occasional issues such as inability to email tickets were reported.

Share
12%
Strong
📞

Communication

Customers frequently report fast, personal email replies and proactive contact; a few reviews note limited support hours created problems.

Share
23%
Strong

Overall experience

Most reviewers give a positive overall assessment driven by helpful service and easy refunds, with a small number reporting disruptive issues.

Share
25%
Strong

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025

J
Jamie
trustpilot.com Sep 30, 2025

There is no option for looking for…

There is no option for looking for first class! Despite what Railsmart say there is no option to search only...

j
julia nelki
trustpilot.com Sep 30, 2025

Use railsmartr - easy to change tickets and get help

such a helpful quickly responding service - do more than...

A
Another customer
trustpilot.com Sep 30, 2025

Ticket refunded very promptly and professionally

We had booked split tickets on TfW from Whitland to Cardiff which split at Carmarthen. However the first part of our journey was "partially cancelled"...

M
Mary
trustpilot.com Sep 30, 2025

Railsmatr Great Service

Railsmatr processed my refund the same . This is excellent service over...

A
Aulus Paulinus
trustpilot.com Sep 30, 2025

Superb customer service

I have used Railsmartr before with largely a good experience, but in the last few days that experience has gone from good to exceptional. I was trying...

R
Rosalind Wheadon
trustpilot.com Sep 30, 2025

Railsmartr really is smarter!

Railsmartr is very easy to use and you can be 100% certain that you are getting the very best deal on rail travel. Their customer care is secon...

E
Evie
trustpilot.com Sep 30, 2025

Make train tickets much simpler and less stressful

I am so glad I discovered Railsmartr and am telling everyone I know who buys train tickets about them. It’s easy...

S
Sean
trustpilot.com Sep 30, 2025

2nd time lucky - can recommend but purchase in advance incase customer service needed.

2nd UPDATE - Success! After very open and responsive email correspondence with Railsmartr over the last few days I have been informed of improvements...

E
Eoghan Powell
trustpilot.com Sep 30, 2025

Painless refund

Booked the cheapest fair possible. Then realised I was going to m...

L
Lynne Fisher-Paine
trustpilot.com Sep 30, 2025

Excellent Customer Service

Customer service at Railsmartr are brilliant - I made a wrong booking online and they sorted it for me immediately. I've used Railsm...

M
Margaret Read
trustpilot.com Sep 30, 2025

Railsmart contacted me several times…

Railsmart contacted me several times over my inability to download my ticket at Topsham the machine is b...

O
Olivia grigoras
trustpilot.com Sep 30, 2025

Excellent customer service!

I incorrectly booked tickets for the wrong date and contacted Railsmartr to see if I was able to get a refund. A member of staff called Sonia emailed...

Z
Zoë Louizos
trustpilot.com Sep 30, 2025

Fantastic service and customer relations

Since starting to use Railsmartr, I have been very impressed with their service - particularly the Customer Service supplied by Sonia. They are respon...

L
LR
trustpilot.com Sep 30, 2025

First class customer service

So simple, quick an...

M
Miss Helen Macleod
trustpilot.com Sep 30, 2025

First time using this service

First time using this service. Site easy to navigate,terms are good,clear and precise. I wanted...

M
Mr Edmunds
trustpilot.com Sep 30, 2025

Excellent customer service from railsmartr

I've used railsmartr for several years and it is the best rail ticket buying site. Particularly good is their customer service, who are always quick,...

M
Max E
trustpilot.com Sep 30, 2025

The best way to buy train tickets

Railsmartr provides train tickets with exceptional service. The website is intuitive and easy to use, and the customer service is 5*. I have recommend...

M
MidAtlantian
trustpilot.com Sep 30, 2025

Very quick solution to self-created problem.

I'd misentered my email address, so I did not receive my tickets. I emailed them with the details I knew, and they, in my case Sonia, very quickly fou...

S
Sarah U.
trustpilot.com Sep 30, 2025

Excellent service

We have used Railsmartr for awhile and it has saved us money when we've ultimately had to change tickets (not only are there no exorbitant fees, there...

L
Leamington Spa commuter
trustpilot.com Sep 30, 2025

Great service with simple refunds

Great service with simple refunds I've been using Railsmartr for over a year and they ar...

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Conclusion

Reviews show a consistent pattern of strong, personalised customer support and reliable handling of refunds and ticket changes. Multiple reviewers praise named staff members for quick, proactive responses and for arranging solutions like reserved seating. Common positives include straightforward booking flows and fast refunds; however a minority report functional issues such as limited search filters, ticket-delivery constraints and restricted support hours. Prospective customers should weigh the generally favourable service and refund record against occasional UX or timing problems, and consider contacting support ahead of time for complex bookings.