Trainline Customer Service: Phone, Email, Contacts.

We booked first class through trainline. Decided to change the date of the return journey using their widely advertised "free of charge change". The rebooked journey got downgraded to second class without the associated £200 refund. Nowhere did they ask how we wanted to travel. Both legs of the journey were downgraded, including the one that we didn't change the date of. They didn't respond to our emails and customer service advisor on the phone hung up. Ticket collector on the train essentially said "that's standard with trainline. You're lucky your train even exists"

So disappointed that there are NO drinks or snacks on the train. I have a five hour journey from Peterborough to Liverpool Lime street and was NOT informed that this was the case when I booked my ticket online. How do I avoid this next time!!!

The complaints procedure is non existent. The published email address for complaints at Trainline is salessupport@thetrainline.com but it doesnt exist.

It has taken me an hour to wait for someone to answer the 0333 202 2222 telephone number and then was promptly cut off.

Absolutely disgusted with the customer service from Trainline
Having booked a train in June for August 2021 with one week to go I've been informed that my train has been cancelled. Eventually I found a contact number for Trainline and having waited over 20 minutes for a response someone located in India assured me that there is no one who can help in the UK, that they know everything that is going on in the UK . She was decidedly unhelpful and disinterested.
I then went on to find (via google) the number for Trainline's complaints which despite being a different number was the same answering/holding system and DID NOT provide an option for complaints.
To and further insult they continually play Holding On by Iann Dior.

Do not use TRAIN line
They keep your money
Never give refunds for unused tickets

Try to buy a ticket from Ipswich to Doncaster thought no problems went to barrier no ticket go to the ticket office no ticket on phone and was just given Trainline number as train had already gone try to buy another ticket via Trainline the ticket office at Ipswich cannot find any tickets for the same price and want more which I don't have because I don't have enough money to buy one because I cannot get my money back for my first one so I have to borrow some money off my son so I can get home because train line does not give a shit about customers or customer servce

Since bought a card, any time I attempt to boock a ticket there is a extra booking fee that change from £1.50 to nothing. That cost is not written when applied for a card. Is very cheating.
Also customer services doesn’t exist. There are telephone numbers but no one respond.
All other sites suggested, doesn’t work.
Very disappointed.

absolutely pathetic service ..seats apparently don't exist ....customer service is outsourced which is no problem if they spoke or understood English ...spent 3 hrs trying to get from Plymouth ...to the North West

We just want to query a refund of our journey from Liverpool Lime Street on the 21/5 returning on the 23/5. The service was cancelled by yourselves, we paid £181.15 and only received £169.80? Explain why when you cancelled the train we have to pay an admin fee?

We then had to book a journey at short notice which cost us £361.20 for two first class tickets for one third of that journey the train did not have a first class compartment. The outward bound service the train was so overcrowded that standing passengers spilled into the first class carriage filling the isle making the purchase of a first class ticket a complete waste of money. For 6 hrs of travel we only received 2 hrs of first class travel we therefore feel we are due a refund of a significant portion of the ticket price.

We look forward to hearing from you at your earliest convenience.

Regards

Steve & Maureen Allan

i was travelling with a freind who has a disabled child in pram asking for a ramp to take him on to the train -i got on with the group of kids and the train door closed leaving my freind clueless as the platform she was very petrified and upset as she was not literate not a very nice experience having half your family on the train half off and being left on a day out