Users often describe quick, straightforward online booking and dependable delivery of mobile e‑tickets. Several reviews mention refund requests that weren’t resolved, high admin or exchange fees, and unhelpful replies from support. Travellers also point to operational issues like crowded trains and unexpected cancellations. Overall, the feedback highlights strong booking tools but weak after‑sales support and inconsistent train availability.
Examples from available reviews (Apr 2022 – Mar 2026).
App is easy to use, straightforward and quick.
“I find the app very easy to use...quite straightforward & quick”
Customer service answered promptly by human agents and issued refunds quickly.
“answered the phone promptly (no AI) and issued refund straight away”
Customer service was rude and refunds were only a fraction of the price.
“Rude customer service when you ask for a refund.”
Payment taken despite failed booking and now a five-day wait for resolution.
“Failed to make my booking but gleefully took my money straight away”
Many negative accounts describe refunds being refused, supervisors coming across as dismissive, and complaints left unresolved. Other reviewers report quick, personal replies and immediate refunds, showing a sharp split between fast fixes and repeated service breakdowns. Denied booking changes and losses linked to strikes come up frequently.
Several reviewers point to successful fare searches, split-ticket savings, and unusually low prices when booking ahead. Others say prices increased during checkout, admin charges were high, or the amount at payment didn’t match the quoted fare, which some say wasn’t honoured. Mentions of steep fees and surprise ticket costs appear across value comments.
Most usability feedback describes the app and website as easy to navigate, fast for booking, and clear through each step. Many reviewers also like mobile ticket delivery and live travel updates for convenience. A smaller number report problems with routing or seat details from the booking tool.
Travel-related feedback repeatedly mentions overcrowded trains, lack of available seats, and limited luggage space. Several reviewers also describe delays and cancellations that led to missed connections or replacement buses. Some accounts note that trains sometimes ran on time despite these issues.
Many complaints describe little or no advance notice for cancellations or platform limits, and cases where payment went through even though the booking failed. Some reviews also mention weak follow-up from support when discounts or changes weren’t applied. A smaller group reports helpful staff or clear instructions for collecting tickets.
Reviews show a clear split: smooth digital booking on one side, and after‑sales problems or travel disruption on the other. Positive comments focus on fast booking and finding good fares. Negative reports centre on refunds, fees, and crowded trains, which often shape the final verdict.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Helpful staff, punctual clean trains, and clear ticket collection instructions.
“Helpful staff, trains on time and clean.”
Trains punctual but busy; staff redirected to a different service causing an unscheduled change.
“staff at St Pancras directed us to Thameslink instead of EMR”
Station closure wasn't shown in advance, leaving reviewer unable to travel.
“Not helpful as should have been marked as cancelled trains in advance.”
Booking app is easy to follow, clear and concise.
“Easy to follow booking app. Clear and concise.”
Reviewer prefers the app for planning, updates and mobile ticket delivery.
“Much easier getting the ticket delivered to your phone than having to queue at a Ticket Office (if you can find one that's open).”
App is easy to use, straightforward and quick.
“I find the app very easy to use...quite straightforward & quick”
CrossCountry service had no seats, crowded and lacked luggage space.
“Cross country, no seats lots of people standing,no luggage space.”
Website helps find good discounted fares months in advance.
“easy to find good discounted train fares a few months in advanced .”
Provided excellent service and was easy to use.
“Excellent service, easy to use.”
Ticket prices increased during booking; cheapest times are inconvenient.
“the prices kept going up as i was booking tickets”
Website is easy to navigate with relevant booking information.
“Easy to navigate website with all the relevant information that I need to know when making a booking”
Service is easy to use though could be cheaper.
“Could be cheaper but easy enough”
Provides journey updates but booking fees appeared differently on bank via Google Pay.
“The same booking fee appears on Trainline website but different charges on my bank account when I used Google pay.”
Due to disruption, reviewer was told to take a bus rather than a train.
“Very bad, I wanted a train but I was told to get on the bus due to disruption.”
Train was fast and smooth but overcrowded with no available seat.
“On time fast and smooth only problem no seat could not even get to it as train was packed”
Service is easy to use via the app.
“easy to use via app”
Everything went well during the journey.
“All was well.”
Booking was easy and assistance has been arranged.
“Was easy to book have now booked assistance”
Lack of advance information about Balcombe's short platform caused a missed stop.
“It would have been very helpful if trainline outlined this peculiarity ahead of time to help non-local passengers prepare accordingly.”
Booking tickets was very easy and reviewer recommends Trainline.
“It was very easy to book tickets through train line and I would highly recommend using them.”
App failed to checkout and support quoted a much higher price than advertised.
“they refused to sell me the £28 ticket and told me o have to pay £59”
Customer service was rude and refunds were only a fraction of the price.
“Rude customer service when you ask for a refund.”
Payment taken despite failed booking and now a five-day wait for resolution.
“Failed to make my booking but gleefully took my money straight away”
Support listened, communicated updates, and resolved the issue quickly.
“They listened patiently, communicated clearly, and took action fast.”
Supervisor was dismissive and unhelpful, prompting reviewer to stop using service.
“I ended up speaking to a supervisor who was dismissive, belittling and unhelpful.”
Train cancelled; reviewer found Trainline unhelpful and lacking in empathy regarding costs.
“they have been totally unhelpful and lacking in empathy.”
Refund admin fee took more than half the fare, which reviewer found excessive.
“they will take more than half of what I paid (£5) as admin fee”
Frequent delays and cancellations caused time and money losses with poor staff updates.
“repeated delays and cancellations I have been experiencing on my regular journeys”
Trainline sold the ticket but would not help with the train company's refund process.
“They are just do 1 step is salling the ticket.”
Booking was much more expensive, non-refundable, high exchange fees and poor service.
“The ticket is much more expensive than the actual train line”
Split-ticket saved money but fare rose 40% for a five-minute difference.
“A train 5 minutes later would result in an increase of 40% !”
Could not change return destination and did not receive full refund.
“didn't get fulĺ refund cost me £40”
App is easy to use with live travel updates and no same-day fee.
“Easy app to use.”
Long-term user finds the app and website easy for booking and updates.
“The App is easy to use and allows me to book tickets, check train times”
No response to complaint and no reimbursement after strike losses.
“We lost hundreds of pounds- no offer of reimbursement.”
Trainline refused to refund cancelled train tickets.
“Well Trainline think it's OK to not refund our tickets.”
It was easy to book tickets using Trainline.
“Easy to book tickets”
Regular user finds the booking site easy to navigate and preferred.
“It's my 'go to' site for booking all my train journeys.”
Quick, easy purchase with unusually good price and railcard discount.
“an extra good price that we’ve never had for return tickets”
Website provides full information and step-by-step booking choices.
“Gives full information and step-by-step choices in booking a rail journey”
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.
Trainline runs an online ticketing platform for rail and coach travel across the UK and parts of Europe. Customers use its website and mobile app to check timetables, compare fares, and buy e‑tickets or tickets to collect at stations. It supports railcards, split-ticket routes, and live journey updates. The platform links to multiple train and coach operators and offers mobile wallet delivery plus in‑app notifications.