Railsmartr Reviews 

Happy with the service as they was able to respond to my requirements so quickly. Thank you 😊

Really great service and listened and dealt with my refund immediately, fabulous, better than virgin :)

Thank you to the team for providing an exceptional service - swift, friendly and professional. Will definitely be using this company again once all this has blown over. 10/10 a happy and impressed customer!

Very helpful and professional service which exceeded my expectations. I would definitely use Train Genius again and recommend to friends and family.
A very satisfied customer.

DO NOT USE THIS COMPANY. I’m appalled at the service I have received from Train Genius. I have asked for a refund for my tickets for 23rd March. Initially when I called customer services I was told if I re-book my tickets I could get a refund. I was not advised I had to re-book new tickets before my journey on the 23rd. I couldn’t re-book new tickets due to full lockdown so I have asked for a refund. The policy for refunds apparently changed at 7am on the 23rd March but Train Genius didn’t send any emails to customers to advise them if this. I was due to travel at 7:50 am on the 23rd so unbeknown you me I had a 50 minute window to submit an email to get a refund. Each time I email the refunds team they keep changing the goal posts and refuse to refund me even though I can prove to them they have misadvised me. I have never experienced such bad customer service.

It seems along time ago, but when my rail tickets were ordered and sent so quickly I thought I must remember this company next time I am travelling.
Then came COVID-19 and restrictions - full details of how to obtain a refund were received and the same day that I applied for it I was informed that it would be paid immediately. .

Tickets prices are attractive and website easy to navigate but when it comes to customer service that's different story. Due to some bug on their website a I couldn't exchange my tickets. Complained on the day, advised to write to customer servic. It started on 20 if March and Im waiting for response from refund team since 27 of March. Nothing, customer service blaming refund team. It's not acceptable, I'm seriously disgusted.

After posting above review, Hope from refund team contacted me and sorted my issue straight away, got my refund. Thanks

Absolutely disgusting service from train genius. I am waiting for a refund from 28 March and despite several emails I get no response! When I ring they say that they are a different department who don't deal with refunds and I have to email! There is not point as there is never a reply. Don't ever use this compary. They are absolute rubbish. They promised to phone me back in 48 hours to tell me how my refund is progressing but of course no phone call. Absolutely disgusting!!

I highly recommend The TrainGenius to anyone wishing, or needing to book train travel.

I had a series of Airline Flight Itinerary changes, which resulted in my having to purchase three train tickets due to changes in my arrival in Manchester on different dates and different times.

I sent a refund request to The TrainGenius, as per their policy. I was treated with the utmost respect, consideration and professional customer service. My refund request was processed and responded to in less than 24 hours and the cost of the first two train tickets refunded to my account.

Loyalty and Customer Service are of the highest standards with this company. Highly recommended. Thank you TrainGenius.

Danny

The whole process to get a refund on the train ticket I had bought in March, before lockdown, to visit my sister up country in June was quick and easy. Thank you for this, I also very much appreciated that the usual fees were not charged for this.

Superb people to do business with. Unlike some services finding difficult
to help in this trying time. You were amazing. Thank you.

Hi again, train genius just reported my review because they are clearly not going to return money. My parents have booked a trip for themselves at the end of March which was obviously cancelled. Since then we can’t get money back, it’s £237.5 that I need back. I have sent multiple emails but I still have not seen the money back on the card. Disgusting and poor behaviour. Please please everyone do not use them as they just steal your money.

Hope was fast to respond and gave me my refund due to Coronavirus. I hope to travel in the near future with Train Genius :)

I have had to cancel my trip twice due to codv19, both online team and customer service on the phone were brilliant and understanding. I will also like to congratulate them how they are handling such huge backlogs and customer demand. Stay safe x

Event I was attending was cancelled due to COVID-19. Refund process was easy to find and quick to confirm.

Prompt response . Very supportive staff during the pandemic . Thank you

My confusion over refund, please ignore my first review.

Service from TrainGenius buying rail tickets was easy and was the best value. Unfortunately as a result of lockdown I had to seek a refund for two trips. TrainGenius have been been great in making a quick refund under the circumstances even for Advance tickets as these were for journeys undertaken after lockdown was announced. I'll definitely be going to TrainGenius for my rail tickets in the future.

Refund due to COVID 19 was quick and easy to complete