Trainline Reviews 145,757

Be sure of what you do, or you end up with multiple tickets for the same route, which you may not be able to change or refund !!
The following are excerpts from the "support" chat.

-Trainline Customer Support: In this case since both the bookings were made more than 1 hours apart and since one booking was made as a guest and the other one under a Registered account we cannot consider this as a duplicate booking.
-Michael: They were NOT made more than 1 hour apart !
All actions were within a few minutes. The confirmations are 20 minutes apart.
-Trainline Customer Support: The first booking was made on Sun, 24 May 2026 at 21:54 while the second booking was made on Sun, 24 May 2026 at 22:14
But both the booking were made under two different orders. One as a guest booking and the other one as a registered booking. An account has already registered under the e-mail : xxxxx
So, the booking was made under this with the same details.
- Michael: How ? By the creation of the first ticket? Because that is when it asked for password and failed.
But, anyway, the ticket is for the same person, same email, same name, same route, same time/date.
Can you please change or refund one of the two?
- Trainline Customer Support: Even if this is for the same person, same email, same name, same route, same time/date we cannot this as a duplicate booking as this made under two different orders.
- Michael: Does it mean that I just lost money on one useless ticket?
And that is because Trainline considers that "two different orders"? Which happened because the booking was as guest, but that same booking created a registered user, so the next one was considered registered booking?
Is that what you mean ?
- Trainline Customer Support: We could have issued a refund if the booking was made with 5 minutes apart.
However, in this case we unfortunately cannot process a refund as the tickets cannot be refunded.
- Michael: Before you said that it was not possible because it was more than 1 hour apart. Now you say 5 minutes apart. Well, from my point of view it was 5 minutes apart. The Trainline confirmation is 20 minutes apart because of Trainline.
...
- Trainline Customer Support: Yes, the rail carrier only gives us the immediate cancellation period of 30 minutes.
In case if you have contacted us after 30 minutes we need to consider the time period the booking were made for in order to process a refund.
Only if both the bookings were made within 5 minutes can be considered as duplicate bookings.
The rail carrier does not authorise us to proceed with a refund beyond this.
- Michael: I had contacted less than 30 minutes later. But there is no support service at that time.
You see my confirmation is 23:16 and this chat started 23:25 !
- Trainline Customer Support: Since you have contacted us after the end of the shift we were unable to assist you earlier.

- Michael: So:
- It was a duplicate booking within 20 minutes, but for Trainline reasons one is considered Guest and the other Registered.
- Although contacted early (in 9 min), the Trainline had no support at that time.
- The details (name, email, route, date/time, IP & browser) are exactly the same, but Trainline did not made the slightest check.
Due to Trainline not been there in any sense:
- The bookings are considered two different bookings, from different users and whatever.
- The time for any action has passed and the actual company does not permit any refund or change anymore.
- I have one totally useless ticket - I cannot even give it to someone else !!
Is that the conclusion ?

- Trainline Customer Support: Unfortunately, yes and we cannot offer a change or refund since tickets you have purchased are non-flexible.

It is really easy to view and book tickets with trainline, they also offer the cheapest options , and advice of any delays forecast ie bus replacement services etc. This then gives you the option, to travel from a different station. You can purchase railcards and store them in your app and have choice to go paperless. If your trains are delayed they will also alert you to the fact you may be due a delay repay claim.

Easy buying the tickets and using e tickets

Simple, straight forward prices, times, tracking and paying just easy😃

It's so simple to book on the app. All suitable trains are shown with vaiation in routes if appropriate. It only takes seconds to book my choice, and I often book on Mt way to the station,( 3 minutes away)

Train cancelled again. No refund. And they wonder why no one has any confidence in UK trains

Simple process, lots of options ensuring good value.

Easy to arrange tickets good price with rail card

Super easy to find the trains you want for the price you may or may not want to pay.

Train 8:45 from begin delay, later cancelled. Workers information puting us runing around platforms like mad. Train 9:14 delay. Again move us around.
On the end we was able go to our destination by crosscountry . The first time my husband and I we a very upset.

Always good service.

Price! Very competitive compared to others.

Loved being able to buy a ticket on the way to the station. Hated that process of viewing ticket/QR Code was counterintuitive. Fortunately the station staff had heard about the problem and were able to sort at the ‘turnstile’

Very good site to use very quick response s for my searches payment made easy

Using the QR code made it all run smoothly with travelling

It's so easy. And we have used the Gatwick to E Croydon countless times. Gets you through the gate, then spoilt for choice to get home on Freedom Pass.

Easy to get the train I wanted

We were unable to fulfil our journey due to overcrowding. We tried for over an hour! Despite Trainline issuing an alert to say there were disruptions when we contacted them for a refund in relation to our unused tickets they said they can’t help. People who can’t afford to lose the money have no choice but to be subjected to unsafe travelling conditions which is appalling.

easy to use app with fast booking

Simple to use and offered great travel options and costs