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Problems booking tickets on thetrainline.com

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I "bought" a 1st class Apex return from Bristol to London advertised at £46.50 online only to receive tickets for a standard saver return through the post.

I appreciate this seemed like a good deal (perhaps too good to be true) but between me pressing the correct buttons i.e. next to the 1st class Apex text (which showed up through out the rest of the online booking, so I knew I had selected the correct product) on the page and me receiving my ticket.

theTrainline.com took it upon themselves to not give me what I ordered nor inform me that this was either not available or the incorrect price.

I have to say that I'm not entirely pleased with the way all this has gone, in fact I only looked at theTrainline.com in the first place because a colleague said he had booked a 1st class Apex return for the same day between Neath and London for £56.   So I am not the only one who saw good value 1st class rail tickets offered on the Trainline web site.  Phew! Thank god for their customer service - "No madam, you are mistaken, that cannot possibly have happened" Arrgh... it did happen, don't you just hate being called a liar?

Problems booking train tickets online with theTrainline.com I for one won't be using theTrainline.com in the future because as far as I can see they made a mistake and refused to admit that they did!  To add insult to injury they will now charge me an additional £10 to cancel the ticket that they screwed up in the first place.  My colleague received the correct 1st class tickets, yet they messed up big time with mine... what a farce!

Thanks for letting me having a moan and get this off my chest!

By Maz


Leave a comment

   

PilotB

Have had similar issues recently. They did not send me my return ticket, and are now calling me a liar! Awful, awful customer service. I will not be using them again.
29th Apr 14 02:04

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steve

i looked at the train line for split tickets [its the way to get cheap tickets]1single ticket in jan14 plymouth to taunton trainline£37 looked on line national rail £8-90 you can then go to the local station and pay and pick up tickets what a rip of train line are
29th Oct 13 08:10

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3

Flying Scotsman

Had e-tickets to go down to London to look after our grandchildren. My husband was rushed to hospital and as he wasn't fit to travel I contacted "TRAINLINE" to cancel our tickets. I was put on hold on the phone while the advisor spoke to his line manager. Finally, I was told that as the tickets were "e-tickets" there was no way they could be refunded. He then explained that East Coast e-tickets were refundable but Glasgow to London weren't. This is not made clear when booking. My husband and I are Pensioners and losing £110.00 is hard in this time of austerity. It's hard to believe that if they were unable to refund these tickets that a Credit Voucher could not be offered. It would be interesting to know how many times this issue arises and who is getting all this money for nothing! TRAINLINE customer care is very poor. The fact these e-tickets are not refundable is not prominent when booking. No explanation as to why East Coast e-tickets are refundable and other routes aren't. Very confusing! Hope my gripe warns other fellow travellers to say "No" to E-Ticket option! I will certainly not book again through TRAINLINE.
15th May 13 08:05

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ANGEL

PLEASE PLEASE DO YOURSELF A FAVOUR AND DO NOT USE TRAINLINE.COM. THEY ARE UNPROFESSIONAL, DO NOT ACCEPT RESPONSIBILITY AND KEEP YOU WAITING ON THE PHONE WHICH COSTS YOU A FORTUNE. EVEN IF IT MEANS PAYING A BIT EXTRA THROUGH ANOTHER COMPANY. AVOID THIS COMPANY AT ALL COSTS. C
10th Nov 12 03:11

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-4

40 minutes of MOH

My experience is bittersweet. I booked tickets, and they arrived quickly! However, they had sat our group of 7 in different carriages on the the reserved seat trains!! They have now kindly changing our seats for FREE, (though I originally phoned sunday got told they would phone LATEST by tuesday, it is now Thursday and I phoned them!). Oddly enough my initial price was £307 but I was only charged £293? so no complaint on price!!

All in all a 3* company advertising as a 5*
24th Mar 11 05:03

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anorada

I ordered my train tickets online 2 days ago and still do NOT have the booking confirmation to my email. I do not agress with you charging 3.50 for online booking! Terrible.
When will you send my confirmation? Glad I have an extra day to figure this out myself...Bogus!
9th Dec 10 09:12

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unhappy

There website states they look for the cheapest groupsave tickets and then they don't
18th Oct 10 01:10

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Mona

My gripe is the @**$ing Trainline.com website takes forever & a day to work. Somedays it would be quicker to walk by the time the site has gone through all its stages. Phew, feel better already. Great website!!
28th Sep 10 05:09

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Terry

I would boycott Trainline if I were you. I have one and only one method of booking tickets in advance: the ticket office.
17th Aug 10 01:08

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4

GMAC

MyTrain.ticket they worst online booking service I have ever used.
I have booked online for a number of years as I work off shore so go regularly on long train journeys.
But I have to say if your booking online DONOT BOOK with Mytrain.ticket.co.uk they are by far the worst , on their website they have advertised an any time fully flexible/fully refundable ticket you pay a bit more because it is fully flexible Ideal as I sometimes require to travel either late on a tuesday or early wensday morning.
But it was ANYTHING but flexible only useable on day of stated travel and refund takes 28 DAYS with the added cheek of a £10 charge. So I contacted customer services to try and amend the booking , Customer service an Absolute disgrace no help, very cheeky and with the added bonus of a £10 charge. I have booked online before and once I contacted customer services with other companies and had nothing but a helpfull and friendly service.
Need less to say I wont use them again and will not berecommending there services to any one in the end it cost me more in time and money than it would have just to pay at station.
20th Jul 10 03:07

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13

Mon

Virgin is jsut a master in ripping its customers off the money! I bought my ticket online for the very same price as if I bought it over the phone. I could not make a trip and was told that e-tickets are non-refundable and non-changable, but if I booked over the phone (exactly the same price), they would happily change my journey. Yes, Virgin, we got your point. It is so easy to overlook your funny condition for online users and so easy to rip your customers who happened to change their travelling plans off the money. What a customer service! Or...expensive price = poor customer service?
20th Jul 10 12:07

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Dave

I agree - NEVER buy tickets from trainline! It's be interesting to know how much money they make through their £10 a ticket "change fee" and "no - refund" policy. Seems to me like its money for nothing!
24th Jun 10 06:06

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Chiqqy

Call 08719774178 to Speak to Hugh Beauchamp
This is the email I got off him today regarding tickets I ordered on 28th April

Thank you for your e-mail. I sincerely apologise for the amount of time it has taken to process your refund, and for the frustration that has been caused when you were contacting us. The customer support team should have referred you to us much earlier to get this refund processed. I will be feeding back your comments and correspondence to the relevant teams to make sure this doesn't happen in the future.

I have refunded you in full for your tickets this morning, and the total of £313.60 will be reflected back to the original payment card in 3-5 working days.

Please accept my sincere apologies for the delay and the inconvenience. I have left a contact number with someone at your home telephone number, so if you would like to discuss the matter further, please don't hesitate to call.

If you have any further queries, please don't hesitate to contact me.

Best regards,

Hugh Beauchamp
Customer Relations Advisor
8th Jun 10 05:06

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maddy

Trainline have stolen the vouchers I sent to their office in part payment for my journey. They now claim they never arrived, and I never had any booking, despite the fact I have proof of delivery from Royal Mail.
8th Jun 10 08:06

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Dissapointed

My wife just bought a ticket with the trainline, but their booking website threw some errors and when she had a look at her emails she saw she had been charged twice. She rang them and they told her she's getting her money back but they are going to charge her a £10 cancellation fee! I think you are better off staying away from that website if you dont want to get robbed too. It's clear from her experience and some other comments here that their website doesnt fully work as intended.
4th Jun 10 02:06

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Phil

Bought tickets for return trip to London from Northumberland on the 7 May 2010 for travel on 20 May. When the tickets hadn't arrived by 17 May we contacted the Trainline (10p per min!!!!) and were told that a fax would be sent to our local station, a 25 mile roundtrip. Before going to pick them up we contacted the station and discovered that a fax had not arrived ('not the first time' according to station clerk). Rang back Trainline and gave them the fax number and they said they faxed it again as we were on the phone. Checked with the station and still had not arrived so we rang the Trainline back to cancel the ticket which they eventually refunded (10 days) minus a charge for £10 for cancelling tickets we hadn't received. Bought the tickets from mainline station (70 mile round trip)
Tickets arrived 29 May - 8 days after my wife had returned from London.
DO NOT BUY TICKETS FROM THE TRAINLINE!!!!!!
3rd Jun 10 04:06

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gs

Bought tickets with thetrainline for travel the following day. Confirmation came through to say payment successful, gave me a ref number for collection. However, when I went to collect my tickets on the morning of my journey there were no tickets available. With minutes to spare before my train boarded, I rang thetrainline, only to be told that my payment had not gone through, nothing they could do. I had to rebuy my tickets and make a mad dash to catch my train. DO NOT USE THEIR SERVICE. THEY ARE RUBBISH
29th May 10 11:05

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6

Rich

I've made the fatal assumption that Qjump would send me *my* tickets. Due to travel from Farnborough to Leeds tomorrow, but instead have a ticket from Bangor to Crewe, in someone else's name, for last Friday. What a bunch of muppets.
27th May 10 11:05

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Unhappy bluemooner

I encountered a problem booking tickets from Bolton to Edinburgh. The first attempt ended with a message saying there was a problem with the transaction and my basket was empty. I naturally assumed the booking had failed. The second time all went well ending with the booking confirmation screen & booking reference. But to my horror I then received two e-mails confirming two bookings.As the tickets were non refundable advance tickets the robbers at The Trainline are refusing to refund my money and won't accept that it was the misleading first message on the booking site that led to the double booking. My letters to Watchdog & Which? are in the post.
12th May 10 08:05

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8

Fairtrader

I bought a refundable ticket in December 09 but cancelled it before the travel date. Cancellation was completed online and the tickets sent back to them by special delivery. On 15 Jan 2010 I received an email that the process has been completed and I will get back the refund. However, until April, I still haven't see the refund in my credit card account. When I chased them, they initial reply was the money was paid and asked me to check the bank. I asked them to confirm which account they sent to. They replied they have not received the ticket. When I told them I have evidence the tickets were recevied by them, they apologised for miscommunication. They asked me to send them the statement for them to investigate. If you can see the sequence, it is basically a standard answer. So they can hold on the money longer. It is over £200 of refund! I have seen many complaints about how they deal with refund. Be careful if you buy tickets from them.

I booked via ScotRail but it ended up Trainline dealing with refund!
10th May 10 03:05

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biggreeny

As with most of the posts here I have found that trying to get a refund out of trainline.com is impossible. They sold me tickets from Euston to Whitehave with a change in Carlisle. The morning I was due to travel I wanted to check the connection time in Carlisle only to find that the connection did not exist. I immediately called them and they asked me to send them the tickets back for a refund (I had to drive the 600 mile round trip instead). My wife did this, handing the envelope in at the post office to send. Like many of you they claim never to have received them and customer services keeps saying "you must send us the tickets", despite the fact that I have two emails and a voicemail message from them confirming that a refund would be made. Infuriating. I am now taking legal action to recover the £139 they owe me and have also contacted my credit card company with a view to getting them to refund me and charge it back to trainline.com as a disputed transaction. If I succeed in doing this and trainline contacts me I will tell them I cannot do anything unless they can send me the tickets.....now that I would enjoy! That's the problem when decent companies are taken over by private equity sharks - it's all about cutting costs, maximising cash flow and ignoring customer service. I hope their antics become widely known and people start avoiding them (including the big train operators who use them for their own sites).
3rd May 10 05:05

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simples

I agree. They are useless. The customer service is non existent. The favourite trick is to hide behind the terms and conditions that the train operators have on the tickets. I'm sure the train operators will say that they are not responsible because they did not sell you the ticket directly. The trainline.com are generally more expensive than going direct, and they charge a booking fee, and they charge a credit card fee (what type of company charges a credit card fee for heavens sake?). I think if everything goes smoothly then they are OK because you do not have to deal with the customer services team - I use the terms "customer services" in the very loosest sense. As soon as you have a problem the shutters go up and they are completely unhelpful. they just do not want to know, and they will not accept any liability. Go direct to the train operator and do not give this company any of your hard earned cash.
13th Apr 10 03:04

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angry1

AVOID THE TRAINLINE.COM AT ALL COSTS AND BUY YOUR TICKETS DIRECT FROM THE TRAIN OPERATOR - I WILL NEVER USE THIS BUNCH OF IDIOTS EVER AGAIN. I have a problem with customer services at the trainline.com too. To cut a long story short I'm currently going through a battle with them trying to get a refund after I was given incorrect information from their customer service representative regarding the type of ticket I had. They of course are denying what they said and all but calling me a liar in writing! Customer services are useless. they had the cheek to say that improving customer service was a rpiority for them. The call centre people are incapable of having independant thoughts and are not given any leeway to make the 'right' decision. E-mail responses are obviously from a script or from the 'how to be a customer service representative' training course they all did. I only want £20 back from them - in fact I'm not that bothered but it's now got my back up and is a matter of principal. Any company worth their salt would not bother and just give the refund. The latest excuse they gave is their system is incapable of giving me a refund because the type of ticket I have can not be cancelled!!!! They could just stick a £20 note in an envelope and send to me!! Useless - take my advice and never use this company...EVER. It is cheaper to go direct to the train operator anyway. AVOID AVOID AVOID. Heed my warning!!!! Buy from thetrainline.com at your peril. If I can't get my money back I at least would like to have the satisfaction of costing them more than £20 in lost sales.
12th Apr 10 07:04

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Siri

Recently I booked a ticket online to travel from swindon to london and I have selected the option to colelct it from self service machine station, but when I went there there was some problem with the self service machine that day so I went to counter to collect my tickets. And to my dismay, that lady said someone had already collected the tickets. She could not tell any more details like when did they collect or how did they collect. I even tried calling customer service line but I was put on queue continousoly for 15 mins. That was the first time I booked my tickets online for my train journey and I will never try that again. I personally believe that is a rubbish site and just trap users by advertising about low fares. Till now I dont know how anyone can collect the tickets without my debit card. I believe even that site is not secure to use our cards.
7th Apr 10 10:04

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1

Damning Privatisation

I also wish I'd read the complaints about the refunds department online before booking. I got 3 error messages in a row when I tried to book tickets online in January, so I gave up and made alternative arrangements for my journey. Then I discovered 3 amounts had been debited from my credit card, followed by 3 sets of tickets in the post. The website method of contacting them for a refund was fine, and I had to post back the tickets to Edinburgh, which I did 2 or 3 days later. I have only today been told I will receive the full refund, after lots of emails, 2 months of credit card statements showing 2 piddling amounts refunded (one in February for £36 and one in March for £14.50 - together the cost of 1 ticket, not three, and several emails and phone calls to that effing 0870 number between to ask why). They have even contacted me by email and phone to ask why I need the refund even though I made everything plain in writing from the start. Their refunds department is absolutely disastrous and I have emailed them to say as much. I will never use them again and have told them this. IS this one of Richard Branson's companies? I thought they were all about service???
22nd Mar 10 11:03

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artiprod

My turn to get ripped off by Train line. Don't use them there are alternatives, they will not refund the cost of tickets. We ordered online tickets from Westbury to Paddington and used a debit card. 2 days after that the bank issued a new card on that account and my wife cut up the old card as you should. a few days later I tried to collect the tickets but as we did not have the card we used to book them the machine would not issue the tickets. Rang customer services, most curt unhelpful man who said you must by new tickets and if you show you have paid twice they will refund the first unissued tickets. So we did but now they refuse to issue a credit on the un issued tickets. Rip off Merchants. Do not use them if you are wise.
3rd Mar 10 05:03

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Sharkey

Just fallen foul of Thetrainline. Does anyone get a refund? All I get is the expensive call centre in India who 'can't find my tickets' to process the refund. " The tickets are lost in the post" is all I get! Never, never, never use this so called service!
17th Feb 10 02:02

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Laura

Don't use this website to book train tickets - very unreliable!
I booked train tickets online to go from Reading to Bristol and was given an incorrect booking reference number so that I could not collect my tickets at the self service ticket machine. I was told I would need to buy new tickets and that I would get a refund if I rang up thetrainline to explain...the staff in the call centre are difficult to understand and very unhelpful..out of the four times I rang on two occasions I was told "the computers were down" and then "the mouse wasn't working" so call back later. When I rang back a woman tried to transfer me to someone else but I was cut off in the end. I've emailed them but still no reply...very incompetent! Will never use them again to book train tickets!
9th Feb 10 11:02

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Outof Pocket

I was booking tickets for my husbands birthday weekend in London. The trainline website crashed and so I started all over again. A few days later (9th January 2010) two envelops of tickets arrived in the same post. I rang the helpline was on hold for 20 minutes and was told to return them for a refund, which I did the same day. Still no refund and several emails later, they are saying they don't have the tickets. what do I do now? Their error with the website is costing me £110.
5th Feb 10 11:02

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SamD

utterly useless call centre staff cannot be understood, everyime you go through to supervisor they just cut you off no-one will help you, waiting for a refund still no sign of it!

Use cross country or Virgin's sites they dont charge silly booking fees (well CC dont, not sure on Virgin) & and still do same prices on advance tickets etc
3rd Feb 10 10:02

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MikeP

Could it have been your fault, by ticking the wrong box or selecting the wrong option?

There is no excuse for rudeness on their part, but then that is a subjective opinion, you may have felt the man was 'rude' because he did not give you what you wanted. Our contact centres deal with this all the time, and almost always when the customer does not get what they wanted, it is because they made an error in the ordering/booking process.
1st Feb 10 01:02

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Jen

I booked an open return ticket from Aberdeen to Edinburgh, everything seemed to be fine, travelled from Aberdeen to Edinburgh. Problems arose when I realised that they had sent me a day return instead of an open return. Called their customer service and spoke to a very rude man who told me it was my problem and that they couldn't refund anything because I'd already used part of the ticket. I am so angry about this - even got charged £1 for the privilege and ended up having to shell out for another ticket.
1st Feb 10 01:02

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LisiLou

How do I cancel train tickets and get money back due to weather and hotel closed???write back please t my email LisiLou24@hotmail.co.uk
8th Jan 10 06:01

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Sharon Jones

I booked my train tickets with the Trainline in plenty of time to receive before Christmas travel. They sent me tickets for another journey in someone else's name. I phoned the 10p a minute helpline to their Indian call centre and was told to return the tickets and the correct ones would be sent out. I did so first class that day. It is now 21st December I travel early morning on 23rd with 3 small children. I have now sent 3 emails and made 2 more phone calls and used their online chat support 2 times. I keep getting the same answer, call again on 22nd if you still haven't received them and you can collect them from the station. Well, the reason I booked in advance was so that I didn't have to queue up at 6.45am with 3 small kids! I insisted on speaking to support staff in the UK to get the tickets sent by tomorrow to my home. I am still awaiting the call...
21st Dec 09 11:12

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keith66901

i've been going through a refund process for 6 months now with them, every 10 days I phone up and ask where my refund is and they keep saying it will be in my bank 10 days time, im gonna get the ourthorities involved I think, its not like its £10 its £309 and they took the money out my account but never issued me with the tickets and no info on there systems I brougt the ticketsin first place so have sent them copies of my statement to prove they did GRRRRRRr
20th Dec 09 09:12

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0

tiverton

1...The car park has a duty of care to its customers but - NO notification that the station was unmanned.
original destination was Bristol, /voucher,-only, administered, by rail staff.

car park costs weekdays -prohibitively expensive Also, weekends Disregarding this cost no information displayed .stations should ensure,- , at least,- toilets & facilities .

2. -we should be informed station is un-manned and devoid of toilets ,.The consequence & disruption can even cause dangerous travel scenarios.

3. on going to Exeter, to use my voucher to Bristol, - But, delays at unmanned Tiverton...…and queue at Exeter kiosk… time of the next train then,- to Bristol , it was evident it was far too late really as half the day would have gone ..
I decided to go to Ilfracombe as I had an errand to do there, at some point.


4. I realised that this was a mistake has it necessitated a train to Barnstaple and a bus /delays/… I got into Ilfracoombe late.
returned Barnstaple - only to see the train drawing away… nessetationg the next train which was about 8pm .to Exeter only to find there,- that the last train back to Tiverton had departed!! How would trains not connect to last trains? I was much further distressed to find that there were no buses back to Tiverton either!

5. Unbelieveable, that in a civilised country, height of summer, tourist destination, – transport= just stops – no wonder everybody uses cars, is it? Also, I was presented with staff, at this station, - that night,-at 9.11pm Who were completely disinterested to a woman’s plight, & actually,-knowing full well that this was a was a long walk of several milesin darkness, back to Tiverton parkway. Taxi quoted £ 47! ? I walked .It was dark. first Great western , I paid excessively for, considering terrible timetable , unhelpful staff, dismal situations & no facilities .Sadly,-Its like a 3rd world country travelling by rail with first great western.
3rd Sep 09 08:09

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caz

I wish I had read the various forums about the trainline.com before booking my tickets because it would have saved me a lot of hassle.
I've just booked tickets with them - had loads of problems with their website refreshing back to stage 1 of the booking process, which was a bit annoying. Anyway the main problem is that they've sent my tickets to my old address of 3 years ago, despite me updating my details with my new address. I called them immediately after receiving the confirmation email that showed that they would be sending them to the wrong address, but apparently despite the fact that the tickets hadn't even been printed yet there was nothing that they could do!

Only response I can get from the trainline is that I am responsible for putting in the correct details and that they don't do refunds. They will not admit that there's a problem with their site & are basically calling me a liar. I am now trying to get in contact with the current residents of my old place & hope that they will forward the tickets on to me. Otherwise, i've got to buy some more - certainly not with the trainline.com that's for sure.
21st Aug 09 12:08

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smirnoff

I know exactly what you mean, C2C have just done a similar to me, the advertised price for my criteria was £36.80 but they charged my debit card £54.20 and refuse to refund it.
Total rip off merchants
14th Aug 09 12:08

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0

Doe

Does anyone have the address for the Ombudsman for the Trainline. I've been trying for a refund since the beginning of May after their Call Centre mistakenly booked the wrong tickets - couldn't make myself understood. I've sent 13 emails, made numerous phone calls and sent a letter to Endinburgh by Guaranteed Next Day Delivery. I've never received an acknowledgement to anything. They are the most unuser friendly and frustrating company I have ever had to deal with. Maybe an Ombudsman can help?
13th Aug 09 03:08

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0

William Morgan

I booked my train journey from Weston Super Mare to Brighton via the internet. I arrived at Bristol Temple Meads Station before 1pm. I asked which train went to Reading and I was directed to the appropriate train. When the train pulled away, a voice came over the speaker and announced that internet tickets cannot be used on this service and that anyone using them would have to pay again. The train I was on was the 1.09pm and the train I should have been on was the 1pm. Given that First Great Western have 2 trains leaving Temple Meads for Reading at almost the same time is bound to cause confusion. Also the fact that First Great Western announce that internet tickets cannot be used on this service is a clear indication that there has been problems in the past, otherwise you would not make the announcement.

Steve Robinson (the train manager) then told me that if I did not pay for a ticket I would have to leave the train at the next stop. The only reason why I paid was because I did not want to get the Police involved and I had along way to travel. However, I feel First Great Western has cheated me. I had to pay an extra £37 which I needed to buy a motor bike in Brighton. The fact that First Great Western took this money from me, totally ruined my day. I asked Steve Robinson if he would take my drivers license details and we could settle the matter later, but he refused. He told me that if he found anyone else on the train with internet tickets he would give me my money back, but because I was apparently the only one, he seems to be implying that I have been negligent. However, as I have already pointed out, if there was no possibility of confusion, First Great Western would not making the internet announcement over the speaker.

I wrote to First Great Western's complaints departments and whilst they initially said they would give me compensation once I provided them with the tickets, they then failed to do so once I posted them.
1st Aug 09 01:08

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0

bored of trainline

i tried 8 different cards, visa, mastercard, debit and credit - all work everywhere else, but not on trainline/qjump. wasted 2 hrs trying
18th Jul 09 10:07

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0

Theyripuoff

I have just experienced the "brilliant" rip off that is Trainline.

We booked tickets to Brighton and when we attempted to collect at the machine at our local station we were met with an error and instructed to contact the travel centre. Travel centre staff were helpful but couldn't get the tickets issued due to an error in the booking. We had to purchase new tickets and apply for a refund. Trainline blamed us, and the travel centre staff and after referring to a supervisor told us a refund would follow but it would take 14 working days. They will also keep the £1 booking fee as they believe they have provided a service and the problem isn't at their end.

In short I have had to pay out twice, I now have to wait 2 weeks to see any money back and I will not get a full refund despite their incompetence. The tickets I purchased on the day were cheaper than Trainline and the staff more helpful. Don't deal with Trainline.
27th Jun 09 06:06

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Pete

Agree with all previous posts. Tried to book online and by phone with several different cards all of which had credit. Was declined in every case. Only way was to buy tickets at the station (using same cards which of course worked). Am now in email tennis with India who just repeat the same message and can't/won't tell me whether it will work next time.
9th Jun 09 10:06

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0

edgehill

tried 4 different cards to book tickets everytime it said card declined, but the amount is placed as a pending bill against your cards and if you dont have funds then your cards maybe stopped
even though you havent been able to purchase tickets from trainline these amounts do drop off after 48hrs it should be called SH.TLINE I have been using Raileay with no probs at all
6th May 09 12:05

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0

fedupandbroke

The Trainline ticket booking website has been declining train tickets due to credit cards not being authorized but taking the money and adding it to the visa master card bill. After having my card stopped by my bank and tracking back over 2 days I finally found out that it was a web site fault. Trainline said we should have left between attempts. We had in fact tried over 2 days. So be aware.
8th Apr 09 09:04

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Alec

Yes, just lost money with trainline crooks. Ref no for tickets not recognised by machine and Indian call-centre keep referring me to try again. Tried half dozen times at different machines (journey next week) and phoned/emailed them without any help other than: "It should work." Now (this afternoon) tell me to buy new tickets and apply for refund!!!!!! Even suggested if I don't want to buy new tickets, I should wait till morning of travel and try machine again and then rail staff if unsuccessful. In other words: "We've got your money - now p**s off." Don't touch them folks.
5th Feb 09 05:02

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Shaun

Hello, I can see their still stealing punters money. Write to Glenda Lamont at First Great Western and make it registered. She will ignore the first letter, send a second with a copy of your first letter and tell them if you don't get a refund you will contact the ombudsman. You should get the money back in your account in a few days. They will not give you an explaination or apology. Don't give up. These parasites are stealing your money.
11th Jan 09 06:01

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Disgruntled Man, Plymouth.

I realise this story is from a long time ago but I just thought I'd add this. I booked a journey with the trainline a few months back from plymouth to paddington at a cost of £60 for me and the missus to dissappear up there for new year. Recently I got a job at First Great Western and as a result I get free travel with them so I called thetrainline in order to get a refund. Now this wasn't their fault so I was expecting to pay the £10 cancellation charge for the booking (as advertised) and get £50 back for new years eve spending money!

Firstly I was met with, "Sorry sir your tickets are non-refundable"?!?!?! Terribly sorry but I believe they are, it says on their website just before you confirm the order that there is a £10 cancellation charge (rip off but I'll pay it). "Sir, even if your tickets were refundable they would be subject to a £10 charge per person, per journey." Oh so that means I shall be getting £10 and you'll be getting the £50. Anyway after a little while she agreed to file a refunds request and I called back to check she hadn't given me a bogus ref no. and the gent told me "Sorry sir, you must be mistaken, there is no refunds request under that reference no." So apparently we're both liars!


Just to make things worse the gent explained to me that had I gained employment with Virgin Trains and not First Great Western then my tickets would be fullly refundable. So terribly sorry all those that work for Virgin but until I get my money back you will not travel in or around the south west. Have that Virgin. No staff for your morning trains!
28th Dec 08 11:12

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hypermuse

Trainline is terrible for dealing with any issues. They either don't want to know or charge you for the privelidge. I was a regular user for over three years until I made one tiny mistake when entering the train date and then had to pay a fee to change my tickets, was lied to by someone at their call centre, was called a liar by another person at their call centre and then ignored by the company when I complained. I don't use them anymore!
10th Dec 08 05:12

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Sal

I have had EXACTLY the same problem with the cheap virgin trains booking page (fares man to lon £1 to £9 single) as NurseMe. Since they've changed the system to the Mobitix thing it's near impossible to access the booking page. Always claims demand is very high. But having had to book with them very frequently over the summer I know it's just technical lameness. The tickets are very cheap, but sometimes just not worth the hassle.
2nd Dec 08 02:12

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Pero

Shaun, my story is almost exactly the same as yours. My booking was double because of a frozen screen. This was in the beginning of september and I am still waiting for the refund. The customer support have several times promised to resolve the problem but nothing happens. A quick search on Google shows that I am not alone. I found hundreds of complains on this company.
2nd Dec 08 10:12

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Nationalise the Rails

Trainline are not only overpriced, ineffecient and a waste of space but they refuse to take payments from solo cards, very useful when your a student and find it hard to get another type of card. They wont sort this out because it will cost them to do it and hell will freeze over before any of the fat cat board of directors take a cut in their bloated salaries to improve services. Profit before service always.
30th Nov 08 07:11

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primerib

Trainline are a waste of space. Don't bother complaining, they just ignore you. Stop your credit card payment and send them a post card with a concise anglo saxon message describing their inadequacies. Most post cards are read by 30 postal workers who tell 10 friends. It makes you feel better!
17th Nov 08 01:11

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non trainline user

I would never ever use the train line again . I never got any tickets and had to get my tickets from the local station that the train line was supposed to fax but never did after I had explained that the station they were trying to fax was an unmanned station. They ten failed to fax the nearest manned station and failed . Took ages to get refund even after I had sent copy of replacement tickets . I will never use this lot again use national express or first group at least I can understand them on the phone and not deal with someone in a far off land
13th Nov 08 01:11

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Merde dans mon Expresso Orient

You just can't seem to get anywhere nowadays. The number of trains I have been forced to miss just because the queue to buy a ticket for them has been a mile long. Why is the technology to buy tickets so primitive?
16th Oct 08 06:10

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Pinki

TO NURSEME:
I had the same problem just this faternoon, I tried to get tickets from Londont to Liverpool, I am from Spain, but having holiday in London next week. Well, it was iposible to get tickets because I got a message that said my card was declined, I tried with different cards and different computers but always the same problem. Now I am afraid they could charge the monye from my account. Please let me known how you solve the problem, I am afraid I will have to follow your steps with this.
15th Oct 08 10:10

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NurseMe

I have always used the e.ticket website with virgin trains, which allows me to get cheap tickets from manchester to London.
During the weekend of October 10th & 11th I made serveral attempts to purchase some tickets, however once I put my card details in the website could say their has been an error and I should try again.
I did try serveral times and got the same problem each time I put my card details in. I rang virgin trains who explained that their was a problem and they were going to fix it.

In the end I gave up but to my horror on Monday morning I found I had been charged for all the tickets I had attempted to buy which came to £75 not only that I havent recieved any confirmation or tickets to show for it.
What can I do.
Thank you
15th Oct 08 03:10

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Shaun

...continued

I wrote to Edinburgh ( including tickets, emails etc.) by recorded delivery. No reply. Three weeks nothing. On their website ‘In the unlikely event…blah…blah..unable to resolve your complaint….’ Then write to

"CUSTOMER RELATIONS MANAGER" -no number or address. A PO Box number a couple of yards from the last lot. This man or woman will,he claims, even it takes his last breath contact me within 10 days. I sent it on the 29th September, it was signed for on the 1st October.
11th October no refund in my account, no email, no letter. Not even a crap excuse. Geeked the net and found out the next faceless contact was the actual train company in who’s name the tickets were supplied for.

First Great Western. In their website, written in the first person (I, we will, CONTACT ME), Glenda Lamont invited me, when all else fails to contact her. There’s seven pages explaining how fantastic her and her backroom staff would do everything possible to sort out the satanic-like bad, bad thing that I had been subjected to in the name of train line, who sell thousands of their tickets

RESPONSE time to a letter that Glenda Lamont receives is 5 days. It was signed for on 12th September. Which brings me to today. Nothing from anyone. The amount in question was £28.50. Anyone that knows me knows that £28.50 is not the point.

The point is these people that actually have a page on their site where their victims can view them stealing their money. It’s not the money. Google thetrainline + refund + problem. There’s hundreds of people who’ve lost more than me and can’t afford it. In this age of massive companies going bust, send this email to everyone you know and blacklist the train line. Look at those charming people in their seventies chairs, slimy suits and their look that says ‘we won’t just earn our money, we’ll actually steal it from you’.

Not one word of this is a lie, I have the signatures and have downloaded the lies from their websites. They may well remove them but I have the originals. How great would it be to take down Exponent -private equity for the sum £28.50.
23rd Sep 08 12:09

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Fed Up from Yorkshire

Update - I now have my refund! It appeared silently in my bank account. (I also appealed to Passenger Focus.) It's not the fault of the poor souls at Trainline Customer Support (though their polite-but-patently untrue verbiage somehow adds insult to injury) but what an unreliable company and what chronically inefficient and cynical management!
16th Sep 08 07:09

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notavirgin anymore

** VIRGIN - WHAT A BAG OF CRAP!!! **
I had an important national conference to present at, had diligently booked my tickets online and was told to collect them from the kiosk at the station - as is the way with much of Virgin Trains the machine did not work. I went to the counter and was told by the most annoying spotty teenager that 'there is nothing pending for you on the computer sir' and that I would need to buy new tickets (without any of the discounts). I can't tell you how infuriating it is to have planned so maticulously and then to be put out by the ineptitude of others. My claim for my money back started the following morning and continued for 10 weeks (with 10 weeks of interest for them). Many weeks would go by without any response to my emails. In the end I had to involve PassengerFocus and had to submit bank statements to show I had purchased the tickets. I did get my money back but now have an intense dislike for Virgin and all it stands for - why is there only one company working the West Coast mainline? Be clear about things it is in Virgins interest to put you off or at least for as long as possible - grabbing bas/tards.
16th Sep 08 03:09

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Fed up from Yorkshire

I'm having the same trouble getting my £54 back for a ticket that didn't arrive; the replacement ticket meant to be at the station wasn't. Trainline told me to buy a new ticket from the station and claim a refund - ok, but they don't actually send a refund. They told me to send the used tickets to Edinburgh. They lost them. They then told me to send my bank statement - which I did, along with scans of the receipt and the used tickets they had lost. Still no refund, just a lot of flannel - "We want to serve you to the best of our ability." "However, let me assure you of our best intentions at all times since it is our constant endeavour to resolve your queries to the best of our ability." "We are looking forward to assist you in the best possible manner." "Let me assure you of our best intentions at all times since it is our constant endeavour to resolve your queries to the best of our ability." "We value our customers and our priority is to provide the best service to you." But no refund, and broken promises all along the line.
15th Sep 08 04:09

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VeryUnhappy

The Trainline have stolen 70 pounds of my money, and won't give me it back!
I booked tickets well over a month ago - no problems. However, the next day the dates of my travel changed. Luckily the tickets I booked allowed for a change of dates, but with a 10 pound charge. I wasn't impressed with the charge, which is steep considering I had already paid ridiculous fees for booking with a credit card, but happy to pay it in order to ensure my travel dates were changed.
When I phoned the trainline to change the dates - all of a sudden they won't accept my cards. (Not my credit or debit card) They say there's a problem with my card, which there's not.
For a month now I have been phoning endlessly (costing a fortune, I am currently working out of the country) and emailing backwards and forwards. the last email I received said I should now be able to book online - which has nothing to do with my problem at all. They don't even read your complaint properly!
I still have no tickets for the dates I need to travel, and no end in sight with The Trainline. I am going to have to fly down now as I can't afford to pay the price of tickets as they stand now.
I will never use the trainline again.
20th Aug 08 05:08

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odette0007

I think I deserve a medal. Had a similar problem with booking going wrong at the last minute. They initially refused to change ticket . Would be a £10 charge. I stood my ground asking for a manager and eventually got my message accross! I actually got some positive response from a chap called Prattiush in India who cancelled the ticket and reissued it correctly.. Wow - feel like I did 10 rounds with Cassius Clay. They have to hear how much we resent this attitude!
14th Aug 08 03:08

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NotHappy

I've used the trainline with little or no problems. My girlfriend over the same period has been fleeced of hundreds of pounds by the system crashing at the last stage of the transaction (it only seems to crash after the card details have been entered....). Does anyone else who has had persistent problems with thetrainline/virgin trains websites have non-uk sounding names? I just want to put my paranoia to bed. Thanks in advance.
11th Aug 08 03:08

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Sean

I'll add my full support to those aggrieved here. I bought a ticket weeks ago from the SW Trains website link (goes to Trainline.com) and the ticket did not arrive.

I'll not include the details here but it has taken weeks of phone calls, during which I have been both misinformed and blatantly lied to, to finally get a real fax sent to the station, I feel very lucky to actually have a ticket a whole day before travelling, after all, I only booked it in early june !!

The call center staff have a spoken english standard that is clearly decided upon by someone who does not use it as their first language, probably not second, either. I have made three trips to collect the ticket on the basis of an entirely fictitious fax having been sent and even demanding a refund following their incompetence was going to attract a £10 fee.

I got my ticket by complaining to SW Trains who gave me an alternate number for trainline (not the one on the confirmation email anyway...) and only three calls later a fax actually got sent.

I will be complaining and copying the letter to watchdog.
10th Aug 08 07:08

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Patricia Jones

I would like to know why trainline has put a charge of £2.50 for using my credit card to purchase my ticket and also charged me a £1.00 for postage I thing this is outrageous, and in the future I shall purchase my ticket from my local rail station. ( I did try to use my debit card but it was refused why£) just another way of making money out of people I think.... Patricia Jones
3rd Aug 08 09:08

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Disgruntled from the North

I booked an expensive return ticket in April via the trainline and was charged twice. 15 weeks later, numerous phonecalls, emails and recorded delivery letters later I am still out of pocket and no closer to a refund. I never recieve confirmations of letters nor even a curtosy phonecall, I feel like I am banging my head against the wall. Gah.
28th Jul 08 12:07

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Dave

I ordered two single advance purchase tickets to York from Thornaby from thetrainline on 29th June to be sent by first class post. When they had not arrived by 4th July I contacted trainline ,as advised on their website on, be it noted, a premium 0870 number. I was told - via India -that tickets took 4-7 days and I therefore queried why on the website it said contact us if your tickets have not arrived within 5 days. Today, 5th July, stilll no tickets. Trainline now charge for postage, for use of debit cards as well as credit cards and also use an 0870 number for enquiries. Quite apart from their poor service I shall not use them again. The train operating companies are cheaper and in my experience more reliable
5th Jul 08 11:07

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Vort

I was trying to buy some tickets for a relative. My attempted booking got stuck in a loop at the stage where you enter passenger insurance details. I had to close my browser to get out of the system. I never got a confirmation window or a confirmation email so I assumed the tickets were not booked. My relative bought the tickets from the station the next day. However, when I checked my statement a few days later they had taken £170 from my credit card account. Next day the tickets arrived in the post.

A friendly helpline guy told me I would get a full refund if Isent the unwanted tickets to the Refund Department. Over two weeks have gone by since I sent the tickets and I have not even had the courtesy of a reply let alone a refund. A bit of Googling turns up many similar tales. Needless to say, I won't ever use them again.
15th Jun 08 09:06

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lorna

My daughter purchased a season ticket costing £2900.00 but after a few days it hadn't arrived and as she needed it the next day she rang Trainline to cancel they confirmed that they had done this. She then went and purchased the ticket from the local station, she rang trainline again just to make sure it had definately been cancelled yes they said a refund had gone through.She went to buy something and her card was refused her account was overdrawn trainline hadn't cancelled, she now cannot get hold of them and the bank can't do anything.Can anybody give us any help,an email address or a telephone number where you are not hanging on for hours.All of us people on here have been treated badly how are they getting away with it!!!
11th Jun 08 08:06

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Leicspete

My experience with the Train Line was dreadful. I called them to book 2x tickets some weeks ago for a total of £58, to be delivered by 1st class post. The tickets never arrived, I called them to be told they had no record of my booking! Funny how they managed to take the £58 from my account very easily. They were completely unhelpful, claiming they couldnt refund my account as they had no record of my booking. I called my bank and reported this as fraud, they are taking the issue up with the trainline and refunding me. A disgraceful company, avoid at all costs!
3rd Jun 08 03:06

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MikeP

"The lady told me they couldn't do that. Now I have to wait 31 days for the money to fail the clearing process and go back on the accounts automatically."

I think you will find it is 14 days not 31 that the authority is held for, pending deposit of a deit voucher.

"That 31 days is making interest in their account not yours. Add all this up with every other transaction (possibly thousands) and it could be a tidy sum for doing nothing.

Just another method of extorting money from people.
Chaz 28-May-2008 10:47"

This is drivel. The company have not taken the money. They obtain an authority which remains pending until deposit of the debit voucher. Your available credit limit is thus reduced by the amount of the authorisations outstanding. It's annoying but they don't have your money and it is not a way of 'extorting' money from anyone, so please engage your brain Chaz before you open your mouth.

As an aside, I book tickets through the Train Line on average 10 times a year and have never had a problem. I might be lucky.
28th May 08 12:05

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Chaz

That 31 days is making interest in their account not yours. Add all this up with every other transaction (possibly thousands) and it could be a tidy sum for doing nothing.

Just another method of extorting money from people.
28th May 08 10:05

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UncleNoddy

I just tried 4 different debit cards (2 company, 2 personal). Trainline said they were all declined, but after calling the banks the payments have actually been taken from the accounts (they are put "on hold" - so effectively the money is no longer available to the accounts). I spoke to the Train Line in India saying that they need to fax my banks and gave them all the details - this way the money would be put back in the bank accounts. The lady told me they couldn't do that. Now I have to wait 31 days for the money to fail the clearing process and go back on the accounts automatically.

And - I still don't have any tickets. How can I trust The Train Line now? What a crock.
28th May 08 10:05

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SiMON

Yes they sold me the wrong ticket afer 4 call sold me the right one then still waiting for a refund after 4 calls and a letter and 3 months - its crazy!
29th Apr 08 09:04

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Miss_rufus_66

SAME THING EXACTLY HAPPENED TO ME - FUMING!!! I am completely stuck, am owed £32.50 from thetrainline.com. Tried buying tickets, visa verification denied (my online account name and card name were slightly different - took about 4 different people before anyone could tell me this)...money came out of my account INSTANTLY and has not reappeared. Need that money, this is insane. Do not use this website if your bank card is Visa; you will regret it.
27th Apr 08 09:04

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duffman

advice is that it's your bank that set aside the funds for two to three weeks sometimes - what do you think your bank does with it in the meantime?
17th Apr 08 03:04

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Linz_ms

I have had exactly the same problem. They have tried to charge my card 3 times when each time I tried to order the online system told me my card had been declined. I now have £60 pending from my account that I cannot touch because the have authorised the payment. Speaking to their foreign staff is a nightmare. You cannot speak to anyone in payment. Been 48hours and still my money has not been returned. Anyone got any advice?
10th Apr 08 01:04

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Chemic

All my fault for not scrutinizing the terms and conditions clossely! I bought cheap rail tickets (£124 in total) to link into a package holiday and took out the insurance that the Trainline offered. The package company went bust and the holiday was lost. I have discovered that the rail tickets were non-refundable and that the insurance did not cover an associated company going bust. So, over next week-end there'll be two trains each with two reserved seat running empty. I can't think of another way to get my money back but I haven't cancelled the tickets as the thought of the Trainline selling my seats again giving them twice the income for the same seats syckis in my throat. The insurance offered should cover this circumstance.
16th Mar 08 01:03

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David, Birmingham

Dreadful website! Spent three hours today trying to book tickets on line and via their call centre only to be constantly told that my credit card is declined even though it is a corporate card with several thousand pounds of credit on it. They cant or wont do anything about it. Where do I buy train tickets as Trainline clearly dont want my business?
13th Mar 08 08:03

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ALix, Leeds

I am having terrible problems today (ironically 13th march!) trying to book tickets to and from London for 20 May. The booking stuck after inputting my payment details. I phoned the help line to be told to wait 30 mins then check in my account to see if the booking was registered then if not, to rebook. The second time I tried to book online, firstly, the same price tickets were not shown as an option, then, having selected the next best tickets and going to the payment stage, it appears I was going to be charged for both lots of tickets - at least both prices were shown addded together.. I therefore aborted this second attempt to book tickets and phoned the helpline again, to be told to wait 2 hours to see if the first booking had registered to my account. Two hours later, still nothing showing as booked. Most of the afternoon wasted when I could be making better use of my time and, surprise, surprise, I can`t get through to any person who will check my attempted booking out, confirm the situation and ensure my tickets get booked properly. I just seem to get people in India or automated messages. I am now left not knowing how I stand, and will probably have to go to the station booking office eventually to sort this out next week. I am very worried I may be charged twice for inadvertantly, due to the on line problems, booking two sets of tickets and not one. A worrying way to start the weekend. Incidentally this is the first time I have experienced any such problems and will now be hesitant to try booking on line again.
13th Mar 08 05:03

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stevie

think you'll fine it was probably your error and the trainline are only depending themselves as you were using a self-booking site, how can you be so definite, assume you got a confirmation of the First Apex journey?
12th Mar 08 11:03

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Comrade Markov

Got head office's number from station staff. Probably won't get you anywhere but I think they deserve to be reminded how crap their offline and online service is.

0203 128 2000

Viva la revolution
11th Mar 08 10:03

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Ellie

Am so angry with thetrainline.com.

When are they going to move your callcentres back to the UK? I have just spend a fruitless 40 minutes on the phone to a nice enough woman in one of their call centres in India, who spoke wonderful English but just not to the standard needed to talk about, sometimes complicated, ticketing problems, over the phone.

WHEN is this going to end? Every time I have a problem I end up getting increasingly frustrated as I can't communicate the problem to the operator and they get annoyed too as they can't help me (because they can't understand me).

Life is too short for thetrainline.com
10th Mar 08 02:03

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peter zhai

customer service of the trainline.com are hopeless, call centre based in India, and the staff are very unhelpful and rude, one woman even hang up the phone on me. will never use them again.
5th Mar 08 06:03

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johnnyH

I contacted their customer services (in India I think) about some tickets I ordered which were delivered to a different address in my village. I was told to visit that address and if the tickets were not there I would get a full refund for the value of replacement tickets.

I followed these instructions and now the trainline flatly refuse to refund by replacement ticket. Astounding arrogance !
8th Feb 08 11:02

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sunflower

I have been unable to book any tickets using any of my several cards on Trainline. They tell me it is my fault and need to sort it out with my bank. My bank says it's Trainline and there are lots of problems with this site.I can pay on any other website so why not this one? The customer services said they could book me a ticket but not reserve a seat (for a journey in a weeks time). This is useless customer service. They said E-mail the webmaster.

I know several other people who cannot buy tickets on this site. Does trainline not want our business?
7th Feb 08 12:02

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Virginia

I spent over an hour trying to book a train ticket for Peterborough to London via the trainline. Each time I submitted my application it was refused because of inaccuracy in the card no. I have just received a call from my bank querying my purchase of 6 tickets which they had no problem in authorising for the first application.

I tried to send an email to trainline but it refused to accept it because they already have my address! I tried phoning but after listening to music for 15mins I gave up. How do you communicate with these people? My bank says that the trainline will not remove my money if it has not authorised the ticket but I will not know this until my statement arrives.

Has anyone else had this or similar problems?
5th Feb 08 08:02

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KJR

I have been waiting for a refund from this company since 10th November for incorect tickets, they got it wrong and I was advised to buy the correct tickets and return the others for a full refund, I have been contacting them through GNER (now Nat Express) I have been informed 5 times that the refund has been requested, I cant believe they are allowed to get away with it so many times.
10th Jan 08 11:01

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Jonathan

Just one quick note: thetrainline isn't owned by Virgin any more. It was bought by a private equity group in 2006. Since then, they have introduced more and more charges, with a 50p minimum booking fee for collecting them from a machine at the station yourself! Given that advertising websites isn't allowed, I'll just say Google "avoid thetrainline fees" to find out how to avoid paying these.
9th Jan 08 04:01

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Bawmer

Same credit card problems for me via virgin trains web site (now trainline) I have no idea how to get the problem resolved and meanwhile I'm missing out on half saver return deals which are only available on-line.
3rd Jan 08 02:01

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MrFish

The Trainline have pulled the biggest scam on me! I was sold an invalid ticket which I wasn't allowed to travel on, and I had to buy another ticket. I requested all £25 of my money back because of their incompetence, but they have only refunded me £15 ( since it's £10 for the admin fee!). It's an absolute joke!

I don't know why such a shoddy company is allowed to rip off so many people when travel is so important to the UK economy. There should be much tighter regulations on how companies like these can operate! They should be fined heavily for not treating customers fairly. I sincerely hope that people wise up to the money-making scam that the Trainline is. I hope they end up on Watchdog and get torn apart- I'm sure they will! It's just another example of rip-off Britain!
29th Dec 07 06:12

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jb

I have had exactly the same problem with the non-arrival of tickets. I booked two tickets two months ahead of travelling and surprise...surprise...they didn't arrive. I phoned up a week before travelling and was told by the company's Indian call centre staff that they had been dispached and then they hadn't in exactly the same conversation..which rang alarm bells. I was told "special arrangements" would be made if they hadn't arrived the day before..and I stupidly believed them. Turned up to the railway station to pick up my tickets and they had no knowledge of me picking them up etc...and the Indian call centre staff were quite rude both to me and the person in customer services trying to help. Best to avoid this web-site completely. I'm sending a dossier to Watchdog and Consumer Direct are quite helpful too if you call them. Am trying to get a refund but was told by the website's call centre that I couldn't get one without my tickets - which, of course, I don't have, so I won't hold my breath. £80 and a nice surprise for my other half down the drain. A shame the trainline have an apparent monopoly on online train ticket sales. If they didn't, I suspect their customer service would be a lot better.
19th Dec 07 12:12

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Philo D'Costa

On 6 November I purchased, via the net, a ticket for travel on 13 November (from Paddington to Cheltenham) - and was advised on my confirmation e-mail that said ticket would be sent in the post. Day before said journey ticket not having arrived I spent a frustrating hour trying to get hold on The Trainline by telephone (of course telephone number is prime rate). Finally got through and was advised to go to Paddington station ticket office half an hour before train departure - show an id (eg the credit card I had used to purchase ticket on the internet) and I should get the ticket. I was assured I would definitely have no problem!!!!

I did get to the Paddington office ticket office in good time - queued up - 10+ passengers before me - got to the desk and was informed to go to the Information Office. Went to Information Office - staff member checked her records - no ticket for me - she rang the Edinburgh office - like me she had to wait approximately 10 minutes to speak to a "human" only to be told that the Edinburgh office had to speak to me personally - of course she explained she was not allowed to let me into her office. I was then advised to find a phone box and call Edinburgh - by this time I had little time left to get my train and in view of my telephone experience the day before I decided I had to purchase another ticket in order not to miss my train. A week later on my return home I wrote to the Customer Services Manager, The Trainline, Edinburgh, explaining situation - sent my purchased ticket and the receipt.To date (12.12.2007) have had no acknowledgement or refund. The ticket that was supposed to have been posted to me has still not turned up either. Wonder what the Trainline is up to - I sure will not be using this facility again. Perhaps this is a topic for BBC Watchdog to pick up on!
12th Dec 07 11:12

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urban myth

I booked tickets on 24 october. They show up on my trainline account as being paid for (including the £2 charge for use of a credit card). But they haven't arrived in the post. I can't get through on the phone line "we are currently experiencing difficulties, please try later". The service used to be good, it is now rubbish, but there seems to be no alternative. I guess the only answer is for everyone to complain to the relevant operators. Once they start receiving myriads of complaints, they should start bringing pressure to bear on Trainline.
27th Nov 07 01:11

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Bob

Since they upgraded the security on Trainline my credit cards keep getting rejected, even though they work everywhere else, and the "customer service" people ask me to correct my address details, even though they are correct. I would use another alternative to this site but have not found one yet since other sites use the same underlying processing system that makes the same mistakes.
10th Nov 07 02:11

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brenda

I cannot believe I've been stung by them as well. I tried to buy a ticket for my son to come home from uni for the weekend. The ticket didn't arrive and they say that his address was incomplete because it didn't include the name of the university he goes to. Sounds like a scam to me...
2nd Nov 07 06:11

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Durham_Trainline_Illegality

Trainline has charged me 170 pounds today without issuing a confirmation number or suggesting a solution. It happened after I tried to book with my debit card several times after the page showed that the 'booking has not been authorized".

I will sue them, and I will advertise as much as possible that problems like these cannot be ignored, and tickets bought online are not the exact sign of courtesy from the trainline company!
24th Oct 07 12:10

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Colin

Re JC's comment about going to the local station. I have done that regularly for many years and found the staff have always done their best to get the cheapest ticket etc.
My wife had an Apex return ticket from Dundee to Battle (nr Hastings) but was unable travel because of being in hospital. Scot Rail were unable to give me a refund at the station and didn't think I would get one anyway being an Apex ticket, but I sent off the claim form and duly got back a full refund with nothing deducted for administration and a personal letter wishing my wife a speedy recovery. Needless to say, Scot Rail kept a regular customer
23rd Oct 07 02:10

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Pete Hedges

Glad to hear I'm not the only one having credit card rejected by the trainline and Virgin websites.

Has been happening to me for a month now
12th Oct 07 11:10

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Simon

I have had the same problems as the last two comments. Credit card rejected, but bank says there is no problem. All my calls to train people are treated to the same response - your address must be incorrect. It's not of course, but I cannot get past the call center in India to talk to anyone who might be able to sort this out. If they don't want my money then fair enough, but this is the only way to get tickets without going to a station or via awful call centers.
8th Oct 07 08:10

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Noir

I have also had problems with their security being updated and my credit card being rejected. They have informed me that this is because my address is held uncorrectly with either themselves or my bank. As both automatically generate the address they hold through postcode and house number, it isn't actually possible to amend them, and retain the correct address. Although I have pointed this out 3 separate times, they are still telling me to amend my address.........very frustrating - awful customer service, I have moved to virgin to book all of my tickets, and will not darken the door of the trainline again.....
1st Oct 07 02:10

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Huw

I used to find them easy to deal with, but over the last month they've changed their web site throough adding so-called extra security. Error messages keep coming telling me my credit cards are not accepted even though I've used them before without difficulty and have worked my way through the security regime. Recently the web site told me I'd bought 2 tickets, the call centre said I had bought only one and my credit card was supposedly rejected.

Frankly until they sort it out I'm not using the site again
21st Sep 07 09:09

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jc

First Capital Connect use Trainline for their online ticketing, and I bought a new season ticket through them, which failed to turn up on time despite being ordered a week prior. I had to buy another one at the station, but trainline refused to refund the ticket saying that because it hadn't arrived they would have to issue a duplicate and I could claim a refund from my local station on that ticket. Lo and behold the replacement turns up on three days later with the original, so I returned both asking for a refund, for which I was charged 0„510 despite the fact it was a failure of their process. I won't be using them again, I'll buy from my local station, who by the way don't charge a transaction fee.
17th Aug 07 02:08

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Cush

I am in NZ and was in the process of purchasing the tickets when I cancelled out of the webpage (using the browser X button on the top right). This was after entering cc details, but I did not select the 'purchase' button. I was then sent a confirmation email for my purchase!!
Customer service refused to refund as the tickets were non-refundable type. Also, the website has problems accepting my query on the website email form as the email address 'already exists' and it refuses to submit (which is suprising given they require an email address to create the account!).
On NZ dollars, the cost is quite a lot!
15th Aug 07 11:08

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Jim4bb

I had my credit card hit for five payments of over £100 for tickets I haven't even purchased. The call centre confirmed I had not bought tickets but refused to give me a UK number to ring to try and resolve the problem. Hopefully my credit card company will resolve it. Use the website at your peril, I was only checking traintimes when my credit card got hit. I'm assuming they had a computer glitch.
14th Aug 07 09:08

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Zapata

I bought Friday morning a £94 weekly ticket from Hove to Victoria -Southern, with tube included and lost it in the night. Now I'm told by the clerk at the station that they can do nothing, not even me having the receipt for the ticket, cause despite they would reissue a ticket for other seasonal tickets, it's not their policy to do it for a weekly ticket. So basically I've been robbed cause that's their policy? I lost the bloody piece of paper, that in any case can only be used by me as it's a personal travel card, right ?, and that's it, give the money again ? is this a public service ? this is corporate robbery.
5th Aug 07 05:08

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Yann

I ordered in adavnce a London Euston-Birmingham New Street return for about £77. I went to collect the ticket from the 'FastTicket' machine in Euston station. The machine did not deliver the tickets, but instead produced a message 'your reservation cannot be found'. The staff at Euston station could not issue me with a ticket, instead blaming 'Trainline'- (their systems went down the night before, apparently). I have been charged the full £77 when no ticket was delivered! I had to by a full priced return over the counter at Euston, and was told that the £77 would be automatically refunded to my credit card - this of course was not the case. I have chased Virgin customer service to get a response, and have no contact dtails for the trainline, but so far have heard nothing back from Virgin.
13th Jul 07 04:07

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Jane

My debit card was charged £69 twice in April, its now July and I am still waiting for a refund - have been promised 4 times now that the refund will arrive within a quoted time period (usually they say 15 days) and it has not. The people from the call centre who keep making these promises have refused point blank to write to me and confirm these promises, saying that 'they wish it were possible to email me but it is not' - pardon ??!!! I did get a name last time and am now going to write to the customer complaints and will not stop until I get my money back. Why do they think its OK to keep our money?
7th Jul 07 07:07

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Kleber

This company is a rip off, I bought tickets to go to London, they sent it to a wrong address, that I never heard of, and I had to buy new ones, because they said, that is my fault that they have sent my tickets to someone else's house, because apparently they don't do mistake, only the customers.
4th Jul 07 08:07

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jean

I booked a return ticket online with trainline from london to cardiff. My credit card had been debited but I still hadn't received an e-mail confirmation. I called Trainline and they had no record of my transaction (although they certainly had my money). I was told to write a letter to their customer service and still haven;t heard anything back. Obviously will not be using Trainline anymore!
25th Jun 07 01:06

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Bill

my son went on the trainline site to book two return tickets between Kent and Norwich. he ended up clicking on two singles each way which showed that the total was £72.00. When the calculations were completed and his receipt came up it had charged his card £247.00 and was for a load of tickets which he had not ordered. he telephoned the help line and was told that they could not do anything and it would cost him £10 per ticket to cancel. I would not accept this and found One railways help line where I explained the problem to a very nice young lady who said that he should return the unwanted tickets and she would arrange a full refund.. When the tickets arrived by post there were 16 singles and four returns plus tickets to use on the underground a total of 34 tickets which by any stretch of the imagination cannot have been ordered by mistake. We are still awaiting a refund as promised.
25th Jun 07 10:06

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Dave of oxfordshire

I have booked over 100 sets of tickets with thetrainline.com and never had any problems at all. Correct tickets, prompt delivery, cheap fares.
21st Jun 07 04:06

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fran

I totally agree with all the comments about trainline and would urge anyone to be cautious about using them- particularly when booking expensive journeys. I am left £137 out of pocket after requesting a refund on a journey that I had to cancel. I sent both outward and return parts of the ticket back to the refund office, as requested on their website. 3 weeks went by and I heard absolutely nothing about the progress of my refund, in frustration I called their customer service line. The guy on the other end was polite but had such a strong indian accent I could barely understand what he was saying and everything had to be repeated several times. After giving up on the customer service line, I thought I would try communicating by email. This was almost as bad, with the email being bounced back due to not being in the ' correct format'. The upshot was that the trainline insisted that they had only received part of my return ticket and refused to believe that I had returned both parts of the ticket. Their attitude was incredibly inflexible and extremely unhelpful, they refused to even offer me a partial refund as a goodwill gesture. The whole thing left has left me 'fuming' and I definitely won't be using their services again.
21st Jun 07 01:06

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Mac

Terrible customer service from the Trainline seems to be a common theme. I also didn't receive tickets for travel which I had ordered online and had to purchase tickets at the station. The first representative I spoke to was actually quite helpful - gave me the refund office address, and suggested I send copies of the tickets I had to buy myself with a covering letter requesting a refund for the ones which didn't arrive. But now, three week later, the Trainline claim not to have received my letter (despite it being sent Recoded Delivery and I have copies of the Proof of Delivery and signature), will not let me speak direct to the refund office in Edinburgh and fail to deliver on promises of a superviser calling me back. What I joke! I am £117 out of pocket and intend to keep pursuing them (relentlessly!) until it is resolved.
11th May 07 11:05

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Mark

I made a booking from London Euston to Manchester for 23rd June, when I checked my booking details it was for 6th June, I telephoned The Trainline Immediately and was told to re-book and I would get a refund in 7 Days, I have now been waiting 6 weeks for a refund after 3 un-answered letters and 4 telephone calls to their absouletly useless call centre. I will continue to pester them until they refund me, but I imagine Im in it for the long run.
8th May 07 11:05

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Ryan

Absolutely appalling. Numerous times I have been charged twice for 2 identical tickets. This is a problem with their website, but despite this, after calling up "customer service" I was told I had to write a letter and send my bank statement in order to get my money back.

I, like most live a very busy life and often have difficulty finding the time to get a bank statement, find the transaction when it shows up, highlight it, write a letter, go to the post office and post it to the Virgin Trains refunds dept- all to get back the money I've lost through no fault of my own.


Other times, I've bought a ticket and minutes later my meeting has been canceled. I've immediately contacted customer service (whilst the order is still pending), only to be told the ticket is non refundable and I need to pay a £10 admin charge in order to change it. Since the ticket rarely costs more if you buy an advance ticket, it's never worth it.

It all adds up, I've lost around £50 in these situations to date.
20th Apr 07 02:04

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Hannah

Please tell everyone you know not to use the trainline. I have booked tickets which they took the money from my credit card, then on the same day the also took another £240.10 off my credit cards my orignal train fare was only £24.40. 5 Months have gone past and I am still going round and round in circles. I have phoned and phoned and phoned they just give me the same story, I can't get to speak to anyone that seams to know what there doing. I have sent emails and they tell me to write letters I write letters and they dont respond. It is getting beond a joke. I will write to Watchdog and hopefully if all you affected do to, maybe we can get Watchdog to help and get any monies due back.
23rd Mar 07 11:03

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ripped off

Ordered £100 worth of return tickets to be delivered by 1st class post. Rang customer service when they didn't turn up. Was told they were "non-refundable" and I would have to re-buy them! They refused to reissue the tickets for collection at the station. They eventually turned up the day after I was supposed to depart. Returned my unused tickets to Edinburgh, but after 3 weeks still waiting for a response. Be warned - search with Google and you'll find this is a recurrent problem with Trainline, and Royal Mail it seems. Neither takes responsibility for late delivery of tickets and the poor customer is left to take up the slack.
26th Feb 07 02:02

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Manda

I too have had a nightmare experience with thetrainline.com's "customer support". I was unable to use the credit card I had used to pay for the tickets for the fast Ticket Machine. I contacted thetrainline.com and explained the problem. Instead of posting the tickets to me, for which there was time, they put me on to their "customer support" phone line. It wasn't working. When I got through the following day, they not only refused to help, they refused to let me speak to a supervisor, which is my right. I then tried to email again, only to have my emails bounce back as "undeliverable." thetrainline.com are legally in breach of contract in not supplying the tickets and I will be taking this further with the train companies who are supplying the tickets, and also Trading Standards. Just because they have outsourced their internet and call centres to India does not mean they are entitled to ignore UK & EU Consumer Protection Laws.
17th Feb 07 06:02

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Jonathan

I have also had a nightmare with this company: I bought tickets for trip to Lyme Regis and, when they did not arrive in the post, checked the comfirmation email to find they had been sent to another address. When I called I was told it must have been MY mistake and that I would have to buy new tickets! I checked my details on their purchasing site and they had been entered correctly ( I would have had to go in and CHANGE them to a different address which , obviously, I would not have done...) was sent back and forth between people, given wrong numbers to phone, spoke to a supervisor and experienced just the same awful service everyone else seems to have got....They kept saying that a computer cannot make a mistake and so it must have been me! Do these people never use computers?!? It is crazy...I dont understand why, if I have paid for two seats on a train, the bit of paper that says that cant simply be re-printed and posted to my real address...so I plan to go on the train anyway with my print-out of the confirmation email and cause some trouble ;-)
12th Feb 07 12:02

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John

Trainline charge credit cards with a £2 handling charge yet you can buy the identical ticket using a credit card from the train operators web-sites without charge. (Did not try Virgin though!!)
20th Jan 07 07:01

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buxtonmarauder

I hate the trainline, hate, hate, hate...

I booked a 1st class saver from Edinburgh to Crewe, and 20 mins later I was told that my mtg had been cancelled for that day.

I rang bangalore and owned up that it was my mistake, they told me they would 'graciously provide me with a refund voucher as a goodwill gesture'. However they would not give me back my money verbatim.

I fail to see why they cannot just give me back my money ?

I bought the ticket on a website - no people involved
I opted to collect the ticket from a machine - no people involved
I never collected the ticket - no people involved
I will not be making the journey - no people involved (spot the trend ?)

I work in the IT industry, I know it will have cost them nothing or pence to process my booking. Fair enough, keep the credit card fee but just give my effin money back..

I also hate call centres too, especially indian ones (I am not racist by a long way) where they treat you like an idiot (sir) and have absolutely no common empathy or ability to deviate from the rules.

I am thoroughly annoyed by the whole damn episode, unfortunately I do a lot of train travel (much to my chagrin) so I will have to buy more tickets. I will use the other website suggested above, but I think they all feed into the same processing centre so, my heart is not hopeful of enlightened deliverance from the evil that is thetrainline.com
19th Jan 07 01:01

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lalelu

There customer service really suck, they are totally unfriendly and unflexible. I booked a ticket and choose to get it delivered by first class mail for a journey from London to Bournemouth. I booked very early almost 3 weeks in advance, but I got no tickets, due to the fact that I do not live in England and they say that they do not deliver tickets by mail outside of the UK, but there is no note on there website and not even in there terms and condition.
And now they just wanna give me a refund of 50%. That´s really a joke, I called the f... customer service and ask if they could send me a ref. no. for the fast ticket machine so that I can collect the ticket my self in London (the journey is in 3 days) so that would be possible but they said that they can´t.
What kind of service is that?
I even got a confirmation e-mail, with the statement that they will send the ticket to the adress in my homecountry.
I did no mistake while booking and I wanna do the journey, but I can´t cause they do not give me the ticket I payed for:
19th Jan 07 01:01

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123

Appalling service. Those people in India are useless. I didn'thave a pen to write the refeerence and the email confrmation has not come through. With 2 days till travel day I am being told I have to buy a new ticket, eben though the money has come off my card! I have also been advisde I willonly be refnded for the 1st ticket purchase even though tickets now cost 3 times as much! (after reading the above I am not sure if I will evn get that)
11th Jan 07 09:01

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Frustrated rail traveller

Trainline customer support absolute RUBBISH!! You spend ages on the phone to God knows where, after which the problem can't be sorted so you have to write to Edinbugh for a refund to no avail as they never seem to recieve any mail . Don't use it.
7th Jan 07 01:01

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By bike next time...

Really, Really Bad Service. Bought two sleeper tickets from Edinburgh to London. Tickets arrived - no sleeper berth allocation. After an hour on the phone to three different numbers (useless in India - all of them) I was told that it is not possible to book sleepers on the Trainline website and the system shouldn't have let me do it! They would only refund my money ten days after receiving my tickets back. Quick enough to take it - that doesn't take ten days, does it. Hate the Trainline, Hate Richard Branson, Hate Indian call centres. Two hours of my life wasted through corporate incompetence and customer hatred. I suggest you avoid if you have an alternative.
18th Dec 06 06:12

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Andrew

Forget using the trainline - thier customer service is really bad - that is if there system can get your booking right. A system glitch left my rail ticket being sent to a friend who I had previously sent a ticket to rather than my address - could the customer service help - no way. A £10 refund charge or the ticket 120 miles away. Thier system caused the issue, not the first time either - I have learnt my lesson and its the last time I shall use them.
8th Dec 06 06:12

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Andrew

Forget using the trainline - their customer service is really bad - that is if there system can get your booking right. A system glitch left my rail ticket being sent to a friend who I had previously sent a ticket to rather than my address. Could the customer service help? No way, A £10 refund charge or the ticket 120 miles away. Their system caused the issue, not the first time either. I have learnt my lesson and its the last time I shall use them.
5th Dec 06 06:12

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Waggy

There is one company who offers an alternative www.fasttickets.co.uk its a much easier site to use than Trainline as well
27th Nov 06 09:11

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Mark Watts - Lancashire

trainline.com are a bloody bunch of crooks. I booked a return journey to London on the 6th Oct 06. The date was incorrect on the web page and it processed 2 payments. I filled in a refund request asking for my money back on the same day (1 minute later). Received email confimation on the 9th my refund was to processed within 10 days. Checked my online banking. Nothing. Continually called and emailed. You get passed through to India and speak to an absolute muppet.
Then I recieve a letter asking me to post the tickets. Which I do on the 3rd of Nov 06.

Constantly emailing & calling - Nothing....

Then they mail me today asking me to post the tickets !!!!

They are just a bunch of theiving gits !!!!!!

Still no refund. My advice is NEVER , EVER USE TRAINLINE as they just lie and lie.
Mark Watts - Lancashire
14th Nov 06 06:11

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xtc2543

I have experienced the issue relating to wrong delivery addresses. There appears to be a architecture/flow issue with the website. This results in historical addresses being picked up even though a new one is provided before the end of the transaction at a point where the user is prompted to provide a new address. Calls to Bangalore are fruitless. You have to write to Edinburgh.
30th Oct 06 07:10

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train fools

I tried look and select some tickets on virgin trains but it didn't tell me how much the ticket cost in total and when you select the trains you want it doesn't let you select anything else, it is so stupid
28th Oct 06 06:10

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Dawn

I agree totally with the above, having also just experienced a shoddy service from the trainline.com.
I booked my tickets and checked all my details were correct, especially my address as my details had changed since a previous transaction.
When the reservation confirmation was received I instantly recognised that the tickets were being sent to my previous address despite having changing these details prior to committing to the reservation.
I e-mailed back instantly and advised I had changed these details (as could be seen by checking my account details) so please could they send my tickets to the correct address or cancel them.
I received an e-mail stating I would have to send my credit card statement to them for a refund?
I have objected to this as none of this is my fault so why should I send private correspondence through the post? I also questioned whether there was not a cooling-off policy for these tickets.
I have advised thetrainline this is their error and would like a manager to investigate.
I was assured a week ago someone would revert within 72 hours....and, Quel surprise, I'm still waiting!
I knew there had been a reason I'd stopped using these cowboys previously!!
25th Oct 06 03:10

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Mike

You'll not believe it!! A credit from The Train Line has made it to my card!

For only half of the value of my ticket, oddly.

So begins another round of emails, calls and letters.
1st Oct 06 04:10

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Mike

Well, the five working days have gone by in which Dominique promised me that I would receive my refund. Strangely, it was not forthcoming!

Someone from Passenger Focus (passengerfocus.org.uk) is now offering to help me and I am about to pay the £30 to begin a County Court small claims claim.
29th Sep 06 07:09

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Done

Tried calling the 0207 number, and left lots of messages on lots of extensions - I don't actually think anyway works there; it is simply a huge telephone system - the only people who exist are out in India, any they simply say that getting refunds is nothing to do with them - you have to either wait, or write to Edinburgh. What a shambles of a company - Come on Richard Branson - sort this lot out!!
28th Sep 06 03:09

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Done

We bought tickets through the Trainline on 2nd june - when they did not arrive until several days after the journey (having paid for Special Delivery) we were told to submit everything for a refund. It is now nearly October and we haven't received this - we have done everything, inbculding threatening legal action, but their veery unhelpful Customer Relations (ho ho) dept say that the refund will arrive within 10 working days...but of course it never does.
28th Sep 06 03:09

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Mike

Some more info on the parent company, including a telephone number:

Trainline Holdings Ltd
Communications House
48 Leicester Sq
London
WC2H 7LT
Telephone 020 7484 4570
28th Sep 06 02:09

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Mike

James, it's now 6 days since Dominique in the TrainLine's Edinburgh Support Centre promised that my refund was being processed and it's not turned up.

I've found this on their website:

Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: 6th Floor, The Communications Building, 48 Leicester Square, London, WC2H 7LT.

Let us know how you get on!
28th Sep 06 12:09

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James Mason

Like a number of other disgruntled users of Trainlines I,too, have had my fill of their crass incompetence. I have been trying to obtain a refund on tickets purchased in May but all to no avail. They refuse to respond to recorded delivery mail and I have now been advised to sue them in the Small Claims Court. However, rather cutely they do not publish their registered offices where I can serve them with the relevant papers. I know from the Office of the Rail Regulator that they appear to be largely owned by Virgin but they could not help any further. Significantly, Passenger Focus has been receiving a veritable torrent of complaints about Trainlines but they remain outside of the regulator ambit. Does anyone out there have the name of their MD and the address of their registered office? For the record I have tried Companies House but to no avail.
26th Sep 06 05:09

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Mike

Re my comment on 31 August. It's now 86 days. I phoned India who strangely put me through to the correct person in Scotland! Apparently, every time I was told my letters were not received was wrong - they have them all! There is a 2-month backlog on answering mail. She alluded to the fact that the Indian support centre is not actually veru good.

I was on the phone for 1 hour and finally they agreed to process my refund. Should be with me in 5 days.

What's the betting - will I receive it!?
22nd Sep 06 11:09

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neverusetrainline

The saga continues!

Please see my first post of 24th August.

Emailed Brian Waugh who apologised. He contacted Complaints Dept who wrote a letter of apology.

Refund dept emailed to say refund processed but that was back in August.

No refund has been made.

Have emailed Brian Waugh again. This time my message has been ignored!!!

Can anybody explain why there is no direct line to either refund or complaints depts?
18th Sep 06 12:09

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Lou

I want a train ticket to wales...only 4 a day WHERE DO I FIND ABOUT THIS INFORMATION? xxxxx please could some 1 let me now by writing back? xxxxx
17th Sep 06 01:09

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grumpy

I spent 20 minutes booking a ticket from trainline.com and then I was told that I had to pick up the ticket from a fastline station or something and that they would email me my reference no. My local station wasn't listed. So how am I supposed to get the ticket. Have they stopped posting the tickets nowadays?
8th Sep 06 08:09

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Mike

I cancelled a £168 ticket from Leeds to London. Sent the tickets back on the day they were valid for. This was SIXTY days ago. They claimed not to have received the tickets, then that they had only received half and needed to see my bank statement. I sent this, they did not receive. So I sent again. Again, they did not receive. So I sent registered post and now they say it will be another 21 says until they can get round to processing the refund. Argh - it's awful!
31st Aug 06 08:08

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neverusetrainline

I would never use trainline again. I ordered next delivery of return tickets to Wales in February. The tickets never showed and despite a promise to fax the information to Lincoln station they never did. I was forced to buy a second set of tickets!

I began my refund claim in May and it has taken an hour on the phone, 3 emails and 3 letters plus the threat of Trading Standards to elicit my money.

The refund was processed yesterday - hours after I emailed them to remind them that Trading Standards had been informed - coincidence, I think not.

No-one ever responded to my letters or replied to phone calls. The only replies were stock emails - 'Thank you for your enquiry, I hope you find the following advice useful etc.'


I have never received any apology or explanation!!!!
24th Aug 06 02:08

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Binks

I have had appalling customer service from this website. Unfortunately there are not many companies that issue rail tickets and post. However, beware of sites that give no telephone number or Customer Service address. After hours of trawling the internet I have discovered The trainline.com is part of the Virgin empire.
You can write to Sir Richard Branson, at 120 Campden Hill Road, London W8 7AR or call/write to thetrainline.com limited
at 6th Floor, Communication Building, 48 Leicester Square, London WC2H 7LP. The telephone number is 0207 484 4570 - whatever you do, do not press the buttons mentioned, just keep holding and someone will probably give you their mobile number.
At least they'll be a native of the UK and will understand your query.
21st Aug 06 02:08

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Brad2

Why is trainline.com not subject to the Distance Selling Reguations? I immediately noticed that the wrong train had been confirmed when I received the email confirmation, telephoned them to get it corrected, but they still ripped me off £10 for making the change. I'm going to have a go throught the Small Claims Court if the Company Secretary doesn't see sense. No more ticekts in future through trainline then. Also off to cancel Virgin Internet subscription now. As they say don't get mad, get even.
25th Jul 06 01:07

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n

Trainline = terrible

There's no alternative unfortunately, as far as I'm aware. I'd love somebody to start some competition.
6th Jun 06 09:06

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Mr fedup with cost reduction a

Trainline - what a waste of time! It takes ages to try to book and then you can't get the tickets. None of their systems seem to work. Voice activation doesn't do what is says, humans can't understand you and then take you through the proces only to tell you the system is being upgraded and they can't help you. The website takes you through the process and then gives you 5 reasons why you can't have the ticket you selected....It's taken me 6 attempts and two days and still haven't been able to book a ticket....who else can you use? I'm off to the station..
6th Jun 06 09:06

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Rob

Trainline are superb. Never had any problems and my company uses them around 50 times per week. First Class Service.
3rd May 06 08:05

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Carla

I booked tickets in feb 06 between cambridge and marske. I booked online and was charged three times for one set of tickets. This led to me paying nearly £200 for a return ticket in standard class. Not only this but they are refusing to give me my money back. Don't use trainline
25th Apr 06 07:04

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Stratus

argh! don't get me started on the Train Line. it's the most irritating on-line booking system in the whole world. I used to use Q-Jump religiously instead of Trainline.. but then Trainline bought them out and turned the nice, friendly qjump site into their online, user un-friendly booking monstronsity.

Not only that, but now you can't even check fare prices without first having an account and loggin in. And every single time you check, there's another box you need to tick or untick to stop from getting charged more or added to a spam list. The trainline Sucks, hands down - they need to seriously address some customer service and technical issues.

I tried to check prices from london to exeter today - 3 months in advance and no apex available? you're having a laugh right?

I'm going to the station to buy my tickets and hopefully never using trainline again.
4th Apr 06 10:04

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Ed

I've just tried to buy train tickets on the trainline.com. It's taken me half and hour to realise I should use a car.
30th Mar 06 04:03

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Mary-Anne

It can be inconvenient but going to your local station is often the best bet as you can physically check what you have bought before you leave and you won't have to endure Trainline's so called Customer Service. Beware of other on-line train ticket sites, they are often Trainline masquerading as someone else. The similarities between the sites can be very striking if you look beyond the branding!
24th Jan 06 07:01

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Jock

As Andy says, it is sometimes necessary to shout loud to get results. If people at Trainline won't listen or try to fob you off go directly to their operations manager, Brian Waugh - his mobile no is 07767 644043, email: brian.waugh@thetrainline.com -and insist that he puts it right to your satisfaction. Good Luck!
24th Jan 06 06:01

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Tramline

Don't forget that they also charge you for using a Credit Card and if you must use them ensure that you uncheck the box offering their wonderful 'insurance'or you will pay for that too. Go to your local ticket office or find another on-line rail ticket retailer!
24th Jan 06 05:01

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Andy

I have used the trainline alot, and never had a problem with the bookings. But simply when they arrive through the post you should check them and then if they are wrong call them up and tell them, if they suggest its your fault speak to a team leader. Its a shame but the louder you shout the more action you get normally.

If they do not do anything take the matter further with the train complains people, or contact your bank and see if theycan stop it being taken from your account. If nothing still happens write to them at Virgin and the Trainline, even though the same people and something will be done. Expect vouchers
12th Jan 06 01:01

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EvilJoker

It's always the little guy that gets it... Sorry to hear about your hassle. I wish I would have some tips, but I don't. Sorry.
6th Jan 06 11:01

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