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.
Great customer service from Railsmartr…
Great customer service from Railsmartr - my question was dealt with swiftly and extremely professional.
18 January 2021
Unprompted review
Reply from Railsmartr
Hi Richard, thank you very much for taking the time to leave a review and for your kind words. It is rewarding to hear that you were happy with the customer service you received. Kind regards,
- Sonia
Very good customer service
Very good customer service. Very helpful and polite. Give them a raise!!! 🙏
8 January 2021
Unprompted review
Reply from Railsmartr
Hi Paul, thanks for taking the time to write this review - it’s great to hear that we were able to help with your request, best wishes Anna
Thanks I’m very happy with the service…
Thanks I’m very happy with the service will all ways recommend you Have and enjoy New Year Terry
31 December 2020
Unprompted review
Reply from Railsmartr
Happy New Year to you too Terry! Thank you so much for your kind words and for recommending us to family and friends. We are delighted that you are happy with our service.
- Hope
Excellent Service from the Refunds Team
I had to cancel the trip and asked for a refund by e-mail. My email was answered within an hour and the issue resolved. I am very pleased with the level of service I have received, thank you Refunds Team!
29 December 2020
Unprompted review
Reply from Railsmartr
Hi Anna, it's great to hear that you are so pleased with our service! We try to resolve customers' issues as quickly as we can :) thanks for taking the time to leave a review.
- Hope
Excellent Customer Service!
I had a difficult issue to resolve, due to vouchers expiring, which had been issued by Virgin Trains. I had been unable to use them due to lockdown and tier restrictions. I was originally referred by Virgin trains to Avanti West Coast, but heard nothing from them at all. In logging onto Virgin trains again I was redirected to Railsmartr, who despite not having responsibility for my complaint, dealt with it as best they could, efficiently, helpfully and quickly.
Anna Hook from customer services took the trouble to contact Avanti and provided me with comprehensive advice from them and a contact number, so that I can proceed further with my enquiry.
Despite my rather churlish complaint at the outset, she was polite, friendly and clearly understood my frustration.
Thank you for taking the time and trouble to try and resolve things. It is much appreciated in these difficult times.
24 December 2020
Unprompted review
Reply from Railsmartr
Hi Alice, thank you for taking the time to leave such a detailed review, we sincerely appreciate it. It's amazing to hear that Anna was on hand to assist you and that your query was resolved swiftly. Merry Christmas and we look forward to helping you out again soon!
- Hope
Great Customer Service
Quick communication and stress-free refund processing following cancelled Christmas travel plans as a result of COVID restrictions. A relief and a blessing to have professional and warm customer service during a challenging time. Thanks so much!
21 December 2020
Unprompted review
Reply from Railsmartr
Hi Eva - thank you for your very kind words! We have tried to make things as straightforward and stress-free as possible for our customers at this very difficult time and are delighted to be of help.
- Hope
I requested a refund as I had to cancel…
I requested a refund as I had to cancel my ticket due to lockdown restrictions. The refunds team was very helpful, they kindly responded to my email quite quickly and I got a full refund which is much appreciated. I was equally pleased with the teams assistance on phone.
I'm very pleased with the service, many thanks.
20 December 2020
Unprompted review
Reply from Railsmartr
Hi Sanam, we are so pleased that you were happy with the Customer Service you received from both our telephone and email teams. Thank you for taking the time to feed this back to us, it is much appreciated :)
- Hope
Easy to use and rapid response when…
Easy to use and rapid response when plans were cancelled due to the pandemic! Would use again!
20 December 2020
Unprompted review
Reply from Railsmartr
Thank you for leaving a review Sara, it is great to hear that you would book your tickets through Railsmartr again! We were happy to be able to provide a swift resolution to your query.
- Hope
Amazing customer service!
Amazing customer service!
Had to change my arrangements due to new government tier restrictions and Railsmartr's customer service were amazing.
Processed refund quickly and genuinely were just great.
Will definitely use again and recommend to friends.
20 December 2020
Unprompted review
Reply from Railsmartr
Wow! Thank you for the very positive review Miles. I'm so glad we were able to sort out your travel arrangements for you at this very stressful time. Merry Christmas and Happy New Year!
- Hope
I have had a few issues this year with…
I have had a few issues this year with trains and travel due to Covid19 on about 3 occasions but I am delighted with the service and kindness shown at train genius and quick response in dealing with my refunds I will definitely use this company going forward
20 December 2020
Unprompted review
Reply from Railsmartr
Hi Caroline, sorry for our late response as we inadvertently overlooked responding back immediately. Thank you so much for your lovely feedback. We look forward to helping you again soon! Best regards, Sonia
Fast efficient service when booking my…
Fast efficient service when booking my train ticket and also in processing a refund for me for an incorrect booking.
14 December 2020
Unprompted review
Reply from Railsmartr
Hi Tom, thanks so much for your positive review, efficiency is something we really strive for at Railsmartr so we are delighted that you were pleased with our service!
- Hope
Speedy & Helpful Response
I tried to buy tickets and £52.10 was taken out of my account without receiving any tickets. I'm sure it was just a glitch but I emailed and was answered that same day asking for more details and then it was confirmed I would be getting my money back.
It was really stressful and I'm so thankful at how quickly the customer service team responded.
I received my money 2 days later.
13 December 2020
Unprompted review
Reply from Railsmartr
Hi A, thanks for your kind review and I'm sorry to hear about the stress caused. We aim to come back to customers within 24 hours, and a query as urgent as this would be looked at immediately. I'm pleased that this was resolved for you quickly and hope you had a pleasant and safe journey. Best wishes, Anna
Reasonable prices and very quick…
Reasonable prices and very quick communications. The rail operator cancelled my ticket at short notice but Railsmart issued me a refund straight away. Would recommend and use again. Ed
7 December 2020
Unprompted review
Reply from Railsmartr
Hi Ed - it's great to hear that you would use our service again for your train ticketing needs. Thank you so much for the kind review.
Hope
Great service
Great service - always very helpful and efficient. Most recently was assisted by Hope who was really helpful and quick with all the information I needed. Would recommend!
3 December 2020
Unprompted review
Reply from Railsmartr
Thank you for the wonderful review Rob - so pleased to be of assistance. It means a lot that you would recommend our service.
Thanks again,
Hope
Great customer service from Hope
Great customer service from Hope. Refund required for travel & processed in a very timely manner
30 November 2020
Unprompted review
Reply from Railsmartr
Thank you so much for the lovely review! I look forward to helping you out again soon.
Hope
swift and easy refund
I made a mistake when booking a return rail ticket. The help line advised I contact refunds which I did. I got a response within a few minutes and the next working day I was assured my refund was on its way to my account. How good is that?
24 November 2020
Unprompted review
Reply from Railsmartr
Thank you for the kind words, Mary! We like to make things as easy as possible for our customers so feedback like this means a lot.
All the best,
Hope
Straightforward Refund
Had to obtain a refund for a ticket we were unable to use due to cancellations due to an apparent broken rail.
After trawling through the operators website (probably the most painful part of the process), I managed to find the email address I needed to request a refund from. The member of the refunds team who dealt with my claim was both polite and provided clear instruction for what I had to do. Total time to deal with refund - two days. I'm happy.
11 November 2020
Unprompted review
Reply from Railsmartr
Thank you so much for the review, Donna! We try to resolve our customers' queries as quickly as we can so we are delighted that you are happy.
Looking forward to helping you out again soon,
Hope
This past week had dealings with this…
This past week had dealings with this company regarding refunds because of lockdown. They could not have been more helpful, told me exactly what to do giving me instructions. Thank you once again for all your help
19 October 2020
Unprompted review
Customer Services very helpful in…
Customer Services very helpful in processing a refund for me. Thank you very much
30 September 2020
Unprompted review
Reply from Railsmartr
Thanks so much Judith! We look forward to helping you out again soon :)
Hope
Very kind and excellent service…
Very kind and excellent service regarding my refund ,
Can’t be more grateful
22 September 2020
Unprompted review
Reply from Railsmartr
Hi Isaac
Wow, thank you for such a lovely review! You are more than welcome, we love making our customers happy.
Hope
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