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thetrainline.com

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182 Reviews
  • Cheaper Fares
  • Little explanation on deals
  • Awful Refund Service
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    182 Reviews
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      01.05.2014 04:16

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      • "Awful Refund Service "

      Try booking directly with train operators as then they can help you at the station.

      Booked tickets online with the trainline and elected to have these delivered by post to my home address. The tickets never arrived so I contacted the trainline only to be informed that it is their policy that once they have dispatched the tickets it is not their issue, therefore they do not issue a refund, they will not reissue the tickets and inform you that you should book the journey and pay twice. Very unhelpful in resolving the situation, their customer service representative Hema Menon however points out that this process is industry standard which therefore apparently makes this acceptable service.

      Hema does helpfully point out that if you return the tickets they will offer a refund however in the case of lost tickets you firstly don''t have these to return and if you did you wouldn''t require the refund or replacement in the first place.

      Might offer reduced fares but choose to collect in station or if possible print at home. Ideally book with somebody else...

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      24.02.2014 15:52
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      Not a bad site, easy to navigate, will continue to use

      I just scanned over the previous five reveiws for thetrainline.com and they are all one star reveiws with some bad experiences been had by the reveiwers. I now consider myself to be luckier than I thought I have been with using this company as I have so far (touch wood, cross fingers etc) not had a problem but I have never been placed into a scenario where a problem could occur - such as needing to change travel dates or get refunds - so this will be based on my experiences.

      I always shop around and only buy train tickets from thetrainline.com if I can't find a cheaper alternative. The adverts do say that you'll save a certain amount and blah blah blah but most of the time you don't or you don't save much. I either have amazing skill or amazing luck because most of the times I have used thetrainline.com I have managed to save money, including a trip to Manchester for £6 either way rather than the usual £30+ return.

      I also am a leisure traveller so all my train rides have been for day trips or holidays. This also means I can be a little more flexible with the times I use for travel so I will sometimes travel an hour or two either side of when I wan to save some more pennies. With the trips being for leisure I also try and plan plenty of time into them so will book things anything upto a couple of months in advance, also making the tickets sometimes a little cheaper (recently putting off buying tickets for a week ended up costing me and my partner another £10, it's not much but it's still £10 less in the bank account).

      I also always choose to pick the tickets up from the train station so I don't end up losing them or forgetting them when I leave the house. If the machine doesn't work then it is upto the station to provide the tickets (I always take a printout of proof of purchase but *touch wood* this has never happened to me).

      I can imagine that if you have to travel at specific times then thetrainline.com may not save you any money but I haven't seen it charge more than the station or on the train so you shouldn't be losing out. I will still continue to shop around for the best bargain but thetrainline.com is always the site I use as a comparison. It is also convenient to buy the tickets online and not have to worry about spending the cash on the day. The website itself is also plainly laid out and easy to use.

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      08.01.2014 16:57

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      I travelled from Cardiff to bournmouth 2nd class and paid £43.50 I though I would treat myself and travel back 1st Class it was £188.50 Only thing was the service was only from bournmouth to Southampton which is about 25 mins .The train from Southampton to Cardiff does not and never has provided 1st class service it's a 3 hour trip .I had to stand for 3 stops and then managed to get a seat Having contacted the trainline.com. They were rude and extremely defensive. I am currently in the process of taking them to an independent arbitrator .Having spoken to great western who trainline buy the tickets off , they told me it would not have been possible to buy this ticket as the service does not exist They have lied and conned me go direct to the company who provide the service

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      01.09.2013 14:43

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      Do not use this service

      Taryn Goulsbra
      Manchester, GB
      2 reviews

      Thought that I would send this out to stop other People from getting caught like I was by "THETRAINLINE.COM" I have used Thetrainline.com for ages, not because their fares are cheaper because they are not (surprisingly dispute the adverts on TV!), but because the tickets always arrived quickly and they state that if you hit a problem, and can not travel, you can change the date of your travel on the internet. So for years I used their service , In August this year I "hit a problem" I had an accident and could not walk for a while so got on the internet to change the date of travel ......
      Tickets for 19/08/2013 2x £13.85 senior railcard fares TO London = £27.70
      2 x £10.50 Child Fare TO London = £21.00
      2 x £13.85 Senior Fare FROM London = £27.70
      2 x £8.25 Child Fare FROM LONDON = £16.50
      TOTAL COST = £87.00
      The site would allow me to change all the tickets EXCEPT the children's tickets homeward, GREAT GOT TO LEAVE THE KIDS IN LONDON!!!!. So had to ring Thetrainline.com, got through to an indian call centre at 10p per min (Call cost £2.42, could hardly understand the 'adviser'.

      Told that new date would cost extra £20 plus the children's tickets could not be changed. throw them away and but new ones, another £16.50, Ok thats an extra £36.50.
      Told got to pay for the 'date changed' tickets NOW over the phone, and send the originals back via recorded delivery (£1.70). and they would refund into my bank. They did..... £10.50 !!!!!!!
      Phoned the Indians again, 10p per min (£2.65). to see what had happened to the £70.50 refund. they said they charge £10 admin fee to change the date on tickets NOT ONCE, BUT ON EVERY TICKET BOTH WAYS I can not believe that it costs £60 to change the date on six tickets (remember the other two they would not change, because they could not cream the £10 off them I expect).
      Total cost of new trip to London. Original payment NOT REFUNDED £87.00
      Re dated tickets with the extra £20 £106.70
      Phone call and post £6.77
      Minus the rebate £10.50
      OUT COME BECAUSE OF THE DATE CHANGE ON TICKETS WE WERE CHARGED £190.00 for the trip instead of the original £87.00

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      21.08.2013 11:35

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      Customer service is terrible and expensive

      I purchased tickets to Scotland opting for first class flexible tickets in case I needed to change times or dates. Over the last two weeks, I have attempted to change them. This involved three calls over 20 minutes each time (at 10p a minute) and I was told I could collect the new seat coupons from any station with ther seat reference number. I tried at three seperate rail stations and was told the reference number was invalid. My third call to them I insisted on an email confirmation so I have something to show any ticket inspector. I have now had 4 emails from them and none of them contain the correct changes I asked for. The latest email states my return journey will be on Saturday 29th August. I am extremelly concerned whether any seat reservation has been done and am panicking over what will happen on the day itself when I board the train.
      I am never using this service again and would advise anyone else to AVOID.

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      11.08.2013 18:21

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      The trainline.com do not offer the lowest prices available and refuse to refund the difference when you let them know. Even though a rail card is not needed and you don't have one you need to select that you have railcard then appropriate option! How on earth can customers know that? Rip-Off!

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      14.07.2013 04:57

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      Today I ordered 2 tickets for travel from Reading to Gloucester. Having completed the order I realised I had put in the wrong dates and needed to amend them. The site informed me I needed to order more tickets of the right date before claiming a refund of the wrong tickets. I followed their instructions and spent another £31 getting the right ones, only to be told that my refund for the wrong tickets was only £11 as this crap company were going to charge me a £10 'admin' fee for each wrong ticket. Corporate greed and a fine display of big business scumbag ethics ... DO NOT USE THIS CRAP COMPANY, THEY WILL RIP YOU OFF.

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      31.01.2013 13:08

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      Needed to amend a ticket as the android app is very mis-leading and most tickets require a job centre plus railcard whatever that is, when I immediately phoned to do this I got an Indian call centre! Brilliant! No help at all, I just wanted to book a ticket and end up with the wrong ticket and a £10 charge for cancelling at a greatly increased fare. The moron at the call centre actually laughed at me! My advice - don't use them, rail fares are expensive enough without these idiots.....

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      15.01.2013 23:31

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      never ever

      They sold me 2 tickets for train for 26th of December 2012 from Edinburgh to London.
      I was in Edinburgh on holiday with my husband and when we came to the railway station to get back to London the station was closed. I called to the station information centre and they informed me there were no trains on 26th of December. Because of carelessness of thetrainline.com I had to go to the airport and buy last-minute very expensive tickets.
      When I contacted thetrainline.com. after two weeks of "investigation" they transferred me to Virgin trains: "We've been through you case and have to advise that Virgin Trains are best placed to compensate you as it was they who advertised then cancelled the trains". Then I contacted Virgin trains and I they said that they never had any trains on Christmas and Boxing day and thetrainline.com sold me tickets for train which doesn't exist...
      Thank thetrainline.com for the failed Christmas Holidays.

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      04.09.2012 14:57
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      I'd recommend dealing with train operators directly.

      I went for a long weekend away last weekend down to Hastings from London Victoria. I wasn't particularly fussy about the times of the trains, just knew the days I wanted to go. I did a Google search for 'cheap train tickets' and www.thetrainline.com was top of the list.

      The home page contains a number of offers at the top of the page but they are specific journeys that had no interest to me. Down the left hand side is where you will find your search area. You simply type the departure and arrival stations, select your dates and rough times and the site does the search for you. The search itself is very slow in comparison to the little information you are then presented with.

      I have to say I was shocked at the prices I was quoted for my journey. A standard return ticket over 3 days was quoted as £46.10. Although that isn't a huge amount to pay, I was convinced that I could find the tickets cheaper.

      I went directly to the Southern Railways website (http://www.southernrailway.com/) and found identical tickets for a price of £15.90. A vast improvement in anyone's book.
      Although I've never had the misfortune of having to deal with an apparently poor customer service team, I can recommend shopping around before booking any tickets via The Trainline.

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        19.08.2012 18:07
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        no customer support

        I booked a return trip for a family of 4 from London to Salisbury before I left Canada for my vacation. I followed all prompts on thetrainline website and ended up paying over 240GBP. When the train conductor on the return trip checked our tickets, he informed me that I could have paid less than half what I did. He said that thetrainline should have guided me to the better price option and that I should complain when I got home. He also said that thetrainline is KNOWN for this kind of thing.
        When I complained upon my return, I got absolutely no where. Thetrainline consistently replied with 'standard' form letters saying that they could not help me. They offered no refund, no assistance and no other option (I asked if there was an ombudsman or complaint desk, but they never replied). I will never use them again and encourage everyone to avoid them, especially if you are dealing with them from overseas.

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          16.06.2012 15:07

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          must improve customer services

          I booked a ticket for a journey to Manchester from Newcastle. This was after my husband said he couldn't get time off to travel with me by car (his car). I booked the ticket 4 days before I needed it so thought it might be a little cheaper (it was an ok price 4 a first class ticket). Then 2 days before I was due to travel my husband was given time off work. I rang the trainline.com and asked if I could change my ticket for the return journey from Manchester back to Newcastle i was told no and I couldn't have a refund either. I didn't want a refund just to change the ticket to accommodate my return from Manchester back to Newcastle. After speaking to this person from customer services who I could hardly understand he then asked me if there was anything else he could help me with. Considering he didn't help me with my first request I thought it was laughable to offer to help me with anything else. Not only that but I travelled back by first class and asked for a forward facing seat on both trains but got a backward facing one. So even though you might request forward/table/window seats you might be disappointed on the travel date as you might not get what you asked for. The staff on the trains were polite and friendly which was the only positive thing about this experience. 4/5 for friendly train staff 2/5 for customer services.

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          05.02.2012 21:15

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          Buy direct from the train company - it's cheaper. Don't buy the rubbish insurance..

          Beware that at the very end of the ticket ordering process they slip a booking charge into the bill. You can buy rail tickets at exactly the same price directly from the train operators without getting hit with this sly and unfair booking charge right at the end of the buying process.

          Most importantly though, what ever you do don't fall for their £2.00 per ticket travel insurance - it's worthless. I took out the insurance and my journey was stopped 1 hour short of its destination and there it stopped - all night. I submitted a delay claim as I didn't get to my destination until over 12 hours later. Well I got a reply after several weeks (despite their 5 day claim in their customer charter) stating "a delay occurs when the train departs late, as your train departed on time you were not delayed"!!! Well, if over 12 hours late getting to my destination doesn't constitute a delay can someone please enlighten me why? I wrote to the agents for the insurance company asking how this could be three times over a period of two months without any reply. I tried calling several times but calls get directed to somewhere outside of the U.K who always just say "you have to write another letter" which of course is pointless as they don't respond. I did take it up with Trainline but they just suggested I go after the train operator for compensation. So, there you have it, advice from Trainline; no point in taking out their worthless insurance because should you need to claim you end up claiming from the train operator which you could do anyway without the insurance. Hence = £2.00 totally wasted and lots of writing letters that don't get answered by a very dodgy operation masquerading as an insurance company.

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          26.11.2011 09:53

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          I booked and paid for 2adults and a child on thetrainline.com for a journey from Leeds to Manchester Victoria. On the reciept their is stated to collect tickets from a self service ticket machine. Could anyone tell me how it works please?

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          14.10.2011 10:15

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          I can only say that i would not use thetrainline.com again, because my experience was a nightmare, so much of the information seemed to be incorrect i must of spent in total more than an hour on the phone just to buy 4 simple tickets, and them doing it wrong, wrong fare wrong tickets etc.

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