Trainsplit Reviews 990

I've had excellent customer service from Jonathan and Tony at Trainsplit. They made a multi time refund saga very easy. Thanks guys.

After, contacting, Trainsplit, about changing, one of my journeys, they quickly replied and sorted, it out. Very efficiently.

The customer service we received was outstanding,would highly recommend

Booked a return ticket from Newport South Wales to Basildon Essex - which consisted of multiple changes per journey.

I was running late for my outbound journey due to work commitments. Although I had to purchase new tickets to be applicable for a refund, due to this being all last minute I was emailing back and forth “Joe” and they were extremely helpful and made me feel at ease. A couple of emails back and forth with covering screenshots etc, my new train tickets were downloaded and I travelled with no issues. Very polite, efficient and knowledgeable- absolute pleasure - thank you Joe!

Sam

UPDATE : STILL NOT RESOLVED ! inadequate Customer Service and Refusal…
Inadequate Customer Service and Refusal of Full Refund
​My recent experience with Trainsplit has been extremely disappointing. Despite being a loyal customer for many years, I encountered poor customer service and a refusal to issue a full refund after my return train journey was cancelled, leaving me stranded overnight with a young child.
​My return train journey to Leeds was cancelled due to a station closure. As a result, I was forced to pay for a hotel stay, which was a very difficult and stressful situation, especially with a child.
​When I requested a full refund for the entire trip, the process was incredibly frustrating. The representative, "Tony," initially questioned my claim and demanded a hotel receipt, which felt like a "Gestapo" interrogation, despite the well-known station closure. They eventually refunded only the cancelled return journey, citing their policy as a third-party retailer.
​I was repeatedly told that Trainsplit could only refund the unused portion of the ticket and that any compensation for additional expenses, like the hotel, must be sought directly from the train company. This policy is unhelpful and puts the burden on the customer to chase multiple parties for a resolution.
​Trainsplit's handling of this issue demonstrated a complete lack of empathy for a difficult situation. Instead of offering a helpful solution, they hid behind their third-party status and rigid policies. It's clear that Trainsplit is unwilling to go the extra mile to support customers when things go wrong, which is a major concern for anyone relying on their service for travel. I would strongly advise others to consider this before booking with them. Here is my reply to their response to the above : ​Your reply, while attempting to clarify your position, entirely misses the point of my complaint. My issue is not with the specific policy of refunding only the unused ticket, but with the unhelpful and rigid application of that policy and the overall lack of customer support during a stressful and difficult situation.
​You claim your actions were fair and empathetic, yet your initial communication was the opposite. Demanding a hotel receipt felt like an interrogation and showed a clear lack of trust, especially when it was widely known that trains to Leeds were not running. This approach created unnecessary stress and felt dismissive of the difficult position I was in.
​You state that you explained everything clearly. However, your explanations consistently directed me elsewhere rather than offering any meaningful help. Shifting the burden to me to contact the train company for compensation, especially after the difficult journey I'd already had, is not customer support; it's a lack of service. It demonstrates a system designed to protect your company, not to assist the customer.
​Furthermore, you are misrepresenting my claim. I never said you refused support entirely. I said your support was inadequate and unhelpful. Refunding only the unused portion of the ticket is the bare minimum, not a sign of good customer service. The claim that I am posting "false or misleading claims" is both defensive and unprofessional. I am simply sharing my genuine experience—one that you could have resolved more empathetically and effectively.
​As a long-time user of your service, I expected more than a robotic application of your policies. My complaint stands: your handling of this case was a significant failure in customer service.

Excellent customer service from TrainSplit. Quick and responsive. I emailed them to find out the best way to sort out our booking when we had to change plans following an accident. Joe replied and actually dealt with my query - not sending me down a 'customer service loop' or using unnecessary obstacles to prevent my being able to reclaim our train fares. Unlike the big train companies. Ill keep using them and recommend them.

Flipping fantastic! So speedy in reply to my email, a personal reply with all the clear and detailed instructions for me to fix my dilemma, and a gracious attitude towards helping me sort it. This has made my day, and my desire to use Train Split has increased more!

I needed some information about my trip and emailed them and they mailed me back stating away, very pleasant and helpful.

I'm in my late 70's and sometimes find a lot of websites really user unfriendly for people of my vintage and limited computer knowledge and experience. This was not the case with the Trainsplit booking system. It was very straightforward and easy to follow.

Prompt and friendly

I was impressed with the attentive and speedy service when a booking needed to be changed and refunded.

It was all very logical and comprehensive!

I've been using TrainSplit for about a year and the app has been fine. It's the most straightforward ticket splitting company I've used so far. But what has really impressed me recently is how proactive TrainSplit were in emailing me about an upcoming London Underground strike that would affect my journey and offering a refund on my tickets. I chose to get a refund and it was a simple and swift process. It's really boosted my trust in TrainSplit.

Quick and efficient response. And on a Saturday afternoon! Unfailingly polite and friendly. Can’t speak highly enough of how my issue was resolved

Very quick response to refund request- thank you

Refund with only a couple of questions to answer for verification. Good customer service.

Very quick responses & they solved my issue very quickly and easily :)

Great service from Train split. Ticketing system is clear, easy to follow and prices are good. Good timely advice on possible strikes etc is a bonus. A recent cancellation I had to make because is strikes was processed fast and very efficently, all with prompt personal communication

I made a silly error and customer services rectified it quickly. I’m very pleased with the helpful and pragmatic service.