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.
Examples from available reviews (Dec 2021 – Feb 2026).
Customer service arranged reserved seats and provided exceptional support.
“they arranged with the railcompany directly for us to have reserved seats together.”
Website lacks a search option for First Class tickets.
“There is no option for looking for first class!”
Company processed a refund promptly and professionally after partial cancellation.
“sorted a refund for my original tickets out politely, promptly and professionally.”
Customer service availability caused ticket delivery issues and stress.
“Beware - customer service only available Mon - Fri 9am - 5:30pm.”
Most reviewers report helpful, personalised and prompt staff who actively resolve booking problems, arrange refunds and sometimes liaise with train operators.
A small number of reviews note good prices or saved fees, but the sample is limited so conclusions on overall value are tentative.
Many users describe the website as simple and easy to navigate, while a minority report search limitations, booking glitches and ticket-download problems.
Refunds and ticket changes are commonly described as straightforward and fast, though occasional issues such as inability to email tickets were reported.
Customers frequently report fast, personal email replies and proactive contact; a few reviews note limited support hours created problems.
Most reviewers give a positive overall assessment driven by helpful service and easy refunds, with a small number reporting disruptive issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (24) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Reliable, helpful service with prompt 'no fuss' refunds and good prices.
“Sonia kindly helped me with a refund when my husband got ill and couldn't travel”
Communication was good and tickets refunded promptly.
“Tickets refunded promptly”
Responsive customer service with competitive prices and no fees.
“Really great and responsive customer service.”
Help desk replied quickly and issued a refund.
“Fast reply and refund”
Website lacks a search option for First Class tickets.
“There is no option for looking for first class!”
Customer service was personal, friendly and very helpful.
“such a helpful quickly responding service - do more than any others I have used.”
Company processed a refund promptly and professionally after partial cancellation.
“sorted a refund for my original tickets out politely, promptly and professionally.”
Refund processed promptly and exceeded expectations.
“This is excellent service over and above what I expected.”
Customer service arranged reserved seats and provided exceptional support.
“they arranged with the railcompany directly for us to have reserved seats together.”
Website is easy to use and customer care is excellent.
“Railsmartr is very easy to use”
Service is excellent and the site makes buying tickets less stressful.
“their customer service is old school brilliant.”
Customer service availability caused ticket delivery issues and stress.
“Beware - customer service only available Mon - Fri 9am - 5:30pm.”
A quick email resulted in a straightforward refund.
“the refund was sorted.”
Customer service corrected a wrong booking immediately and offers good prices.
“they sorted it for me immediately.”
Could not download ticket; station machine broken and no email option.
“Unfortunately railsmart cannot send tickets by email.”
Staff member Sonia promptly helped and obtained a refund.
“ultimately giving me a refund.”
Customer service is responsive and reliable, with admirable fee policies.
“They are responsive, helpful and reliable”
Service was simple, quick and easy to deal with.
“So simple, quick and easy to deal with.”
Site was easy to navigate and support was superb.
“Site easy to navigate,terms are good,clear and precise.”
Long-term user praises quick, efficient, and friendly customer service.
“They really stand out in a world of chatbots and AI.”
Website is intuitive and customer service responds swiftly and friendly.
“The website is intuitive and easy to use, and the customer service is 5*.”
Customer service quickly found booking, corrected email and resent tickets.
“they, in my case Sonia, very quickly found my booking, corrected my email address and resent the tickets and confirmation.”
Service saved money with no fees and helpful staff assistance.
“not only are there no exorbitant fees, there are no fees at all”
Refund process is simple and claims processed quickly.
“Their refund process is very easy to follow and they process claims quickly.”
I was in London and didn't know where I was going, so I decided to make an appointment with Train Genius to find out where I was going.
The booking process was simple, and their customer service was excellent; they answered all of my concerns and guided me through the process of selecting the most appropriate package for me.
I thoroughly enjoyed every minute of my time there, and I made many lasting memories.
I'm here to vouch for the fact that this website is outstanding.
It's encouraging to know that there are some merchants on TCB who pay the exact amount in a timely manner.
When opposed to training, which is not as dependable when it comes to payments, I will utilize these every time:
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.
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.