Trainline Customer Service: Phone, Email, Contacts.

Trainline
Average rating:  
 12 reviews
 by Mrs LIDIA H TRUP
Complaint service,tickets
City where company is located (optional): WOODFORD GREEN

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"

 by Maria Loureiro
Food &beverages

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!!!

 by Tertia Ringwood
16-17 Saver railcard
City where company is located (optional): London/Paris

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.

 by jan
Train booking services
City where company is located (optional): Northwich

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.

 by Robert Bence
Tickets

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

 by Tony
Tickets
City where company is located (optional): Ipswich

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

 by Brunella
Network railcard
City where company is located (optional): London

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.

 by Jeff Francis
phantom tickets
City where company is located (optional): stockport

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

 by Mrs Allan
Trains

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

 by Ruby
train service to stratford upon avon from moor st
City where company is located (optional): birmingham

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

Phone number: 0333 202 2222

Email: salessupport@thetrainline.com

Head Office address: 120 Holborn, London EC1N 2TD

Trainline complaints number & email

Last updated on January 26th, 2024

How to make a Complaint to Trainline

To complain to Trainline, contact their complaints line on 0333 202 2222. They can also be contacted by mail and online contact form if required. Trainline also provide details of independent bodies to contact if you are unable to resolve your complaint direct with the company.

Trainline complaint contacts like Phone, email and support form

Complaint via Phone number : 0333 202 2222

Outside the UK: (+44) 333 202 2222

Complaint via Email : salessupport@thetrainline.com

Complaint via  Support Form : Trainline Support Form

Trainline complaint website : thetrainline.com

Tweet: twitter.com/thetrainline

Corporate Head Office address

120 Holborn, London EC1N 2TD

Also Read: JD Williams complaints email & Phone number

Trainline Business Hours

Monday: 4.30am – 10.15pm
Tuesday: 4.30am – 10.15pm
Wednesday: 4.30am – 10.15pm
Thursday: 4.30am – 10.15pm
Friday: 4.30am – 10.15pm
Saturday: Closed
Sunday: Closed

About Trainline

Trainline is an independent digital rail and coach ticketing platform in Great Britain. It sells tickets through its website, by telephone, and through its mobile app which is available on iOS, Windows Phone and Android platforms.

Products & Services

Train tickets, mobile app

Also Read: Sunmaster complaints email & Phone number

Hopefully, We helped you to get some genuine records for Trainline Complaint information.

Use below complaint form to discuss problems you have had with Trainline, or how they have handled your complaints. Initial complaints should be directed to Trainline directly. You can find complaint contact details for Trainline above.

People Also Ask

Q: Where is Trainline head office Address?
A: 120 Holborn, London EC1N 2TD.

Q: Who is the CEO of Trainline Company?
A: Jody Ford was CEO of Trainline Company.

Q: What are Trainline Business Hours?
A: Monday – Friday 4.30am to 10.15pm and Saturday & Sunday was Closed.

Q: What is the Email of Trainline Company?
A: Email: salessupport@thetrainline.com.

 

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Trainline
Average rating:  
 12 reviews
 by Mrs LIDIA H TRUP
Complaint service,tickets
City where company is located (optional): WOODFORD GREEN

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"

 by Maria Loureiro
Food &beverages

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!!!

 by Tertia Ringwood
16-17 Saver railcard
City where company is located (optional): London/Paris

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.

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