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
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.
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.
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.
Product quality
Refunds and ticket changes are commonly described as straightforward and fast, though occasional issues such as inability to email tickets were reported.
Communication
Customers frequently report fast, personal email replies and proactive contact; a few reviews note limited support hours created problems.
Overall experience
Most reviewers give a positive overall assessment driven by helpful service and easy refunds, with a small number reporting disruptive issues.
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.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – September 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..."
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..."
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"..."
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..."
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 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...
Use railsmartr - easy to change tickets and get help
such a helpful quickly responding service - do more than...
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"...
Railsmatr Great Service
Railsmatr processed my refund the same . This is excellent service over...
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...
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...
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...
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...
Painless refund
Booked the cheapest fair possible. Then realised I was going to m...
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...
Railsmart contacted me several times…
Railsmart contacted me several times over my inability to download my ticket at Topsham the machine is b...
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...
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...
First class customer service
So simple, quick an...
First time using this service
First time using this service. Site easy to navigate,terms are good,clear and precise. I wanted...
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,...
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...
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...
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...
Great service with simple refunds
Great service with simple refunds I've been using Railsmartr for over a year and they ar...
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.