Railsmartr customer service is the BEST customer service, I've encountered in a very long time. I am a first-time train traveler, and I was having an issue. Sonia at Railsmartr was so incredible.... See more
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Excellent service from Railsmartr, always trustworthy and helpful. We have used them many times for train tickets and everything is always perfect. Sonia kindly helped me with a refund when my husband... See more
Company replied
I tell everyone about Railsmartr. So much better than any of the other companies - the customer service is amazing - you actually get a response from a person and they seem to be really on the side of... See more
Company replied
During these tough times, it either makes or break people/companies. Train genius were superb. Had advanced tickets booked for a family of 4, lockdown came along, needed a refund. They kept me inf... See more
Company details
About Railsmartr
Written by the company
Be smarter.
Spend less on train travel with Railsmartr.
As an independent retailer of train tickets, we're on your side. We aim to find you the cheapest fares and we’ll never charge refund fees if you’re not able to travel.
Our mission is to always find you the cheapest fares. With the train fares structure being insanely complex, it’s a pretty difficult task. How do we do it? Our algorithm is set to find the cheapest fares, while some other retailers look for the fastest trains. So we can find you the cheapest tickets, even if it means some of the journeys we find take a little longer.
We’re committed to our ‘no extra charges policy’, so we never add any fees – not even for refunds. Why should you pay extra fees just to get your train tickets? Or because your plans change? Exactly!
Our team has been selling train tickets online since 2008, so we’re experts at what we do. We can help you find the best value train tickets, decide when it’s cheapest to travel and give you handy tips to make train travel easier. To make your journey even better, we’ve got some exciting additions coming soon, like our unique airline-style seat picker. So watch this space.
Contact info
83 Victoria Street, SW1H 0HW, London, United Kingdom
- hello@railsmartr.co.uk
- railsmartr.co.uk
4.8
Excellent
168 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service
I buy my train tickets regularly with this company and can’t fault their customer service, always efficient and very courteous. They also don’t charge any amendment/cancellation fees which is also a bonus compared to their competitors.
14 May 2023
Reply from Railsmartr
Hi Laura, thank you so much for being a loyal customer and writing this fantastic review. We’re delighted to hear about your positive experience here. Our team is always committed to providing our customers with the best possible service. We look forward to serving you again. All the best, Sonia
Great ticketing service
Sophie sorted out a refund for me when I booked the wrong ticket for my return—super efficient team.
14 May 2023
Reply from Railsmartr
Hi Geoff, thank you so much for taking the time to rate our service. We are glad that we were able to meet your expectations. All the best, Sonia
The ticket flexibility is my favourite…
The ticket flexibility is my favourite thing - print at home works for me!
11 May 2023
Reply from Railsmartr
Hi Jackie, we really appreciate you taking the time to share your positive experience with us. Wishing you all the best, Sonia
Every time I use railsmart
Every time I use railsmart. The payment function fails or doesn't get processed. So have to stop and use a different rail provider tobiy my ticket.
14 February 2023
Reply from Railsmartr
Hi Douglas, I’m sorry to hear this and really appreciate you letting us know. We’d love to put this right for you by hearing a little more about your experience so we can investigate further. I'll get in touch via email and if you’d like to tell us more we can try and fix this for you and other customers using the site. Anna at Railsmartr
RailSmartr makes complexity simple.
Just so easy compared to other rail retailing sites.
14 February 2023
Reply from Railsmartr
Hi Neil, thank you for sharing your experience with us. We really appreciate your feedback, as we are pleased to hear that you find our portal easy to use. All the best, Sonia
Great service all round
Their website and booking system was very simple to navigate. Added bonus that the prices are competitive and no admin fee is fantastic! Tickets delivered immediately to inbox. A service well worth using 😊
10 February 2023
Unprompted review
Reply from Railsmartr
Hi Richard, thank you so much for such a lovely review. We are extremely glad to know that you find our booking platform simple to navigate and that we were able to find you the cheapest fares. As an independent retailer, we are committed to offer our customers the cheapest tickets as well as fee-free refunds. Thanks again. All the best, Sonia
Easy to use site and good value
Easy to use site and good value. Nice to be able to support a British company.
2 February 2023
Unprompted review
Reply from Railsmartr
Hi Tim, thank you so much for taking the time to rate our service. We appreciate that you find our site easy to use and we are glad that you were able to buy the best value ticket for your journey. All the best, Sonia
Amazing service
I booked travel online using the Railsmartr website (super easy and efficient). However, within a few hours my plans were inadvertantly changed. I dropped Railsmartr an email to see what my options were, and in less than 20 minutes I received a personal response (from Sonia) confirming that I could cancel my tickets with a full refund. Now that is service!
16 January 2023
Unprompted review
Reply from Railsmartr
Dear Andy, thank you very much for your kind words and positive rating. We are glad to hear that you found our booking platform very easy to use. It was a pleasure to be of help and we look forward to helping you out again soon! All the best, Sonia
I contacted Railsmartr this morning and…
I contacted Railsmartr this morning and had a speedy reply back from Sonia and my issue has been sorted within an hour excellent customer service
4 January 2023
Unprompted review
Reply from Railsmartr
Dear Wendy, thank you so much for your positive feedback! If you ever need help, please don't hesitate to reach out. Wishing you all the best! Sonia
Always so helpful!
Always so helpful! Respond to emails very quickly, great customer service!
3 January 2023
Unprompted review
Reply from Railsmartr
Dear Sarah, we're really grateful and appreciate you taking the time to share your rating with us. It’s great to hear that we've been successful in our goal of providing our customers with the best possible experience. Kind regards, Sonia
FANTASTIC
FANTASTIC. Anna was extremely prompt replying to both my emails, giving precise answers to my questions. First class service, thank you.
10 June 2022
Unprompted review
Reply from Railsmartr
Thanks Ian, I thoroughly enjoyed researching your trip!
Very good service. Friendly and professional
I had to get a refund and was sorted within a day. The service is 100%. After using other Web sites over the years I wouldn't change now. Railsmart for me all the time. Thank you for your good service
18 January 2022
Unprompted review
Reply from Railsmartr
Dear Amanda, thanks so much for your positive feedback. It was a pleasure to be of help and we really appreciate you being a loyal customer. We look forward to assisting you again in the future. Kind regards, Sonia
5 star customer service
quick, easy and reliable service. I was able to amend my ticket without any fee but most importantly, without any inconvinience.
1 December 2021
Unprompted review
Reply from Railsmartr
Hi Shashi, thank you very much for your kind words and positive feedback. We really appreciate you taking the time out to share your experience with us and that we were able to meet your expectations. Kind regards, Sonia
Railsmartr Stole Funds Intentionally
Railsmartr has intentionally kept funds that should have been refunded.Our train traveled was canceled due to Covid so we immediately followed the directions for refund. The reply was to email the Booking reference and then they said "we will do the rest". For a year they not only did not refund us, they did not communicate again, did not send a single email that due to being "overwhelmed" they were not going to process refunds. We were supposed to somehow guess that there was to be a process to, from another country, process our own refund. How exactly would we know this? Railsmartr had every means to communicate this and did not. Now they say that although they didn't tell us how to refund, we missed the refund. One email would have resolved it but they did not want to--how many other passangers did they simply "keep" the money of? This corporate larcency is upsetting. What values does Railsmartr have? None.
**Their reply below does not accept responsibility that our request for refund was made back in March 2020. They just never handled it, won't even exchange the tickets for use now, and prefer to blame the passenger. Not impressed.
23 September 2021
Unprompted review
Reply from Railsmartr
I'm really sorry to hear about your experience. We always try to support our customers but were not prepared for the huge volume of refund requests which came our way during the first wave of the pandemic. In your case the ticket was booked for travel in March 2020 and the window for refunds closed in September 2020. We temporarily gave customers the option for self-service refunds on the site, which many customers used successfully to get a refund. I'm sorry that this was no longer available when you came to contact us again. I hope to welcome you back to rail at some time in the future.
With very best wishes, Anna
Reply from Railsmartr
Hi William, thank you very much for leaving a review. We are pleased that you are happy with the customer service you received. All the best, Sonia
Sonia is an absolute star
Sonia is an absolute star from the refunds team and has always helped me in a kind and efficient manner! I would definitely recommend using this company to friends because of how I was dealt with
1 July 2021
Unprompted review
Reply from Railsmartr
Hi Shona, thank you so much for sharing your experience with us and for your positive feedback. We really appreciate your kind words and we are glad we were able to meet your expectations. It’s great to hear that you would use our service again and that you would recommend us to friends. All the best and take care, Sonia
Amazing Service
Amazing service and response time from Sonia in Refunds. Due to the pandemic I was unable to travel and the advice on my first booking was very clear and I was able to use the previous money paid for a ticket on my new booking. Excellent support!!
23 June 2021
Unprompted review
Reply from Railsmartr
Thank you so much for your kind words. It was a pleasure to be of help. We really appreciate the time you took to write such a lovely review. Please let us know if you need anything else. Kind regards, Sonia
Super fast reaction and refund of my…
Super fast reaction and refund of my tickets -ace!
19 April 2021
Unprompted review
Reply from Railsmartr
Thank you so much for your positive review, we are delighted that you were pleased with our service. All the best, Sonia
I found easy link on-line for refund
I found easy link on-line for refund, didn't need even call, not needed searching for information. All is just in confirmation email when i bought ticket. I wish more company run business like this. I got refund even i thought i apply too late. Thank you.
23 February 2021
Unprompted review
Reply from Railsmartr
Hi Jack, thank you very much for your positive review. We are delighted that you are happy with our service. In truth, last year there was a hugely increased volume of refund requests and we introduced an online refund system to get refunds much more quickly. The service is no longer available, but you can still contact us either by email or through our Customer Service helpline and we will be happy to help you. Thanks again - Sonia
Great Company
Thank you Train Genius especially Holly for dealing with my situation of a refund in such a compassionate way. I will not hesitate to book all my future train journeys with this Company and fully recommend them.
4 February 2021
Unprompted review
Reply from Railsmartr
Hi Susan, thank you so much for taking the time to write this lovely review. We are so delighted to be of assistance at this difficult time. It is great to hear that you would book your tickets with us again and that you would recommend us to your family and friends. All the best, Sonia
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