Reviews Analysed
21
We Collect & Analyse Reviews
Trainline
Experiences & Reviews
Trainline is a digital ticket retailer and travel app that sells train and coach journeys across the UK and Europe. The platform aggregates schedules and fares from multiple operators, offers mobile and e-ticket delivery, and provides live journey information and booking tools. Consumers commonly consult Trainline for comparing fares, applying railcard discounts and managing ticket purchases on mobile devices.
Overview & Key Metrics
Positive Sentiment
90%
Latest Review
13d
Overall Rating
4.3
Our Analysis
🎯
Service quality
Mixed reports: some users received prompt phone refunds and help, while others describe no reply and refused reimbursements after cancellations.
Share
Weak
12%
💰
Value for money
Many reviewers cite low fares, railcard discounts and good pre‑book prices; a few highlight sudden price jumps or partial refunds.
Share
Strong
20%
⚡
User experience
Most reviewers describe the website and app as easy to use, quick to book and clear step‑by‑step, with convenient e‑ticketing.
Share
Strong
35%
🔧
Product quality
A small number of reviewers report e‑tickets as reliable and simple; sample size is limited so conclusions are tentative.
Share
Mixed
5%
📞
Communication
Reviewers note useful live updates and delay notifications; several praise prompt phone responses, though some report no reply.
Share
Strong
15%
⭐
Overall experience
Several users describe a smooth, affordable booking experience with punctual journeys; a minority report disruptive issues and losses.
Share
Strong
13%
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 (April 2022 – September 2025).
A Quick & Easy Approach In Searching Cheap European Trains
"Trainline is an excellent platform that provides a quick and effortless approach in searching, comparing, and purchasing affordable train tickets across Europe. Their website was user-friendly and easy to navigate from start to end. I purchased my ticket within minutes of logging on their site, without encountering any technical difficulties. One of the best things about Trainline is the ability to compare prices easily before making a final decision. With the option available to filter by departure time or arrival time, it made it easier for me to plan my day accordingly. When I boarded the train using my e-ticket that I had downloaded from their app onto my phone weeks beforehand, there were no complications whatsoever as everything ran smoothly throughout. All in all, Trainline allowed me an overall seamless experience at booking trains affordably through Europe with useful features such as saving up to 61% on UK Rail fares for utilizing railcards along with live train times being displayed for convenience purposes"
Abigayle Grant
Collected.reviews
Apr 10, 2022
Featured for: Detailed positive UX and value example
Very poor service
"Very poor service. Took time to write a detailed account of my young daughter’s experience when th..."
Georgie de Fay
Trustpilot
Sep 30, 2025
Featured for: Complaint about no refund after strike
They have excellent customer service
"They have excellent customer service, twice I have had to phone regarding train cancellation, on both occasions they answered the phone promptly (no A..."
Mary J Levy
Trustpilot
Sep 30, 2025
Featured for: Positive customer-service phone refund
Easy to navigate booking site for train journeys
"I'm a regular user of the Trainline booking site and find it easy t..."
Mrs Carole Alston
Trustpilot
Sep 30, 2025
Featured for: Quick example of easy navigation
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
K
Ken
trustpilot.com
Sep 30, 2025
Plus and Minus
Easy to obtain a split-ticket without having to leave the train . . . . saving £££ BUT why...
J
John Rain3y
trustpilot.com
Sep 30, 2025
Booked tickets then realised I put…
Booked tickets then realised I put wrong destination on return ticket . Wa...
D
DELIVERY METHOD
trustpilot.com
Sep 30, 2025
Easy app to use
Easy app to use. I realise if booking on the day of trav...
R
Richard Kirk
trustpilot.com
Sep 30, 2025
Many years of use
I've used the TrainLine for many years and find it invaluable as someone who relies on public transport. The App is easy to use and allows me to book...
G
Georgie de Fay
trustpilot.com
Sep 30, 2025
Very poor service
Very poor service. Took time to write a detailed account of my young daughter’s experience when th...
M
Michael Burke
trustpilot.com
Sep 30, 2025
Won't refund cancelled train tickets
Son bought train tickets for our trip to Italy. The train company cancelled one of the tickets due to work on the line. No...
C
Carol Weir
trustpilot.com
Sep 30, 2025
Easy to book tickets
...
M
Mrs Carole Alston
trustpilot.com
Sep 30, 2025
Easy to navigate booking site for train journeys
I'm a regular user of the Trainline booking site and find it easy t...
K
Katrina Bateman
trustpilot.com
Sep 30, 2025
Quick & easy to purchase our tickets &…
Quick & easy to purchase our tickets & an extra good price that we’ve never had for return tickets, wo...
P
Peter
trustpilot.com
Sep 30, 2025
Excellent website
Excellent website. Gives full information and...
J
Joy Slater
trustpilot.com
Sep 30, 2025
I've always found the trainline easy to…
I've always found the trainline easy...
M
Mary J Levy
trustpilot.com
Sep 30, 2025
They have excellent customer service
They have excellent customer service, twice I have had to phone regarding train cancellation, on both occasions they answered the phone promptly (no A...
M
Miss. Heather Sheppard
trustpilot.com
Sep 30, 2025
Trains on time.
...
H
Helen
trustpilot.com
Sep 30, 2025
Easy to use and really good time options
Easy to use and real...
N
Nicola
trustpilot.com
Sep 30, 2025
No issues straight forward process
No issues straigh...
J
JONATHAN CLARKE
trustpilot.com
Sep 30, 2025
On time we'll done even on match day
...
J
Jo Hobart
trustpilot.com
Sep 30, 2025
Easy to puchase a ticket
Just very easy to find the chea...
M
Mrs Anne
trustpilot.com
Sep 30, 2025
Check the route they send you on
Check the route they send you on. I wanted to go from Maidenhead to Wolverhampton and it took me via London and Birmingham...
M
Mrs Janet Scanlan
trustpilot.com
Sep 30, 2025
Can’t believe the price we just got to…
Can’t believe the price we just got to pre book train...
P
Paul
trustpilot.com
Sep 30, 2025
e-ticket the way to go!
e-tickets safe and simple easy to d...
Conclusion
Reviewers frequently praise Trainline’s app and website for quick, straightforward booking and useful features such as e‑tickets, live updates and railcard discounts. Multiple users report savings on fares and describe the platform as their go‑to booking site. However, several reviews raise concerns about refunds and responses after cancellations or strikes, while other users report prompt phone support and successful refunds. If you plan to use Trainline, check the routed journey details before booking, keep e‑tickets on your device, and save refund policy details; contacting phone support may resolve some cancellation issues more quickly.