Newest Review: ... I either have amazing skill or amazing luck because most of the times I have used thetrainline.com I have managed to save money, includi... more
Author Name: disatisfied
Advantages: polite and friendly staff on trains
Disadvantages: unhelpful 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.
Summary: must improve customer services