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
Finds Trainline easy, quick to use, and offering good prices.
“easy to use and quick, also good prices.”
Customer service answered promptly by human agents and issued refunds quickly.
“answered the phone promptly (no AI) and issued refund straight away”
Trains were on time for the reviewer.
“Trains on time.”
Service is easy to use with good timing options.
“Easy to use and really good time options”
Booking process was straightforward with no issues.
“No issues straight forward process”
Train was on time even on a match day.
“Well done on time”
Easy to find the cheapest ticket and book online.
“Just very easy to find the cheapest ticket and book it online.”
App suggested a longer route rather than the quicker option; refund offered.
“it took me via London and Birmingham instead of the easier and quicker route via Reading”
Surprised by a very good pre-book price for Manchester Airport.
“Can’t believe the price we just got to pre book train for Manchester airport”
E-tickets are safe, simple and avoid lost paper tickets.
“e-tickets safe and simple easy to do, no lost bits of paper or similar.”
Customer support converted my stress into confidence.
“Their professionalism turned my stress into confidence.”
Booking via Trainline caused seat issues and inability to change trains.
“I do not recommend booking using Trainline or traveling by train in Spain.”
Payment processed but Trainline refused a refund for an unused ticket.
“They then refused to issue a refund”
Unrealistic connection times caused a missed connection on Milano Centrale.
“it took us 2 HOURS so of course we missed the connection.”
Trainline refused to change booking made minutes earlier for wrong month.
“they refused to make any changes or offer a solution”
Booking date was changed and Trainline denied responsibility or support.
“the ticket is non-refundable and cannot be changed.”
A £40 admin charge on a £17 ticket felt excessive and unfair.
“paid £40 admin charge”
A confirmed discount wasn't applied and customer support provided no resolution.
“Customer support is unhelpful, indifferent, and overall very poor.”
Automated service directed online and charged over £100 to change tickets.
“I was charged over £100 admin fee though the return train was staying the same!”
Trainline shows availability but lacks seat information and helpful instructions.
“Use only to see what trains are available and then book directly with the train company.”
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
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.