The Trainline Customer Service Issues

I have purchased two sets of train tickets from Carlisle to London Euston for May 19, [redacted]. One set was returned as it had changes in the itinerary, unlike the direct trip I preferred. The other set has the correct timings I desire. I booked these tickets around the week of May 20. I am yet to receive the second set. I still have time before my trip on May 19, [redacted], and need the tickets soon. I also need to book a return ticket for June 3 from London Euston to Carlisle. I might purchase this ticket at Carlisle station. I am eager to receive my tickets for the May trip promptly. I appreciate your swift response on this matter. Thank you. Regards, Tanya R.

I purchased return tickets for a trip from Birmingham New Street to London Euston on April 15. After buying them, I noticed the return journey was listed as Euston to MKS, which turned out to be Milton Keynes instead of the intended destination. I mistakenly requested a refund thinking I made an error, but upon further inspection, I realized the ticket was actually correct for returning to Birmingham. I am now hoping to inquire about the possibility of reinstating the tickets and reversing the refund process.

Hello, I'm feeling quite frustrated trying to make this booking. I need assistance! I am looking to book seats for a trip in July from London to Avignon with a layover in Lille. Unfortunately, I am having trouble including Lille in the booking process, although the Paris option is always available. Do I need to make two separate bookings for this journey? Additionally, the return journey from Avignon to London on August 12th seems to be unavailable right now. Will this option become available after a certain number of weeks have passed? Thank you for your help. Lisa

Greetings, I am Luciano Cotardo, a long-time customer of yours. Unfortunately, when I booked my departure for May 16, [redacted], I made an error with the departure station. Instead of selecting Lecce to Torino Porta Nuova, I mistakenly chose Torino Porta Nuova to Lecce as my departure and destination. The train was FR [redacted], with the booking code EQBXSN. The scheduled departure time was Torino 9:10, arriving in Lecce at 18:50. I am willing to pay an extra cost to change the departure station, or I will request a refund if not possible. My phone number is [redacted]. Thank you. Best regards, Luciano.

I purchased round-trip tickets from Trento to Milan for April 20 using my credit card yesterday. I have not received the tickets yet. Today, I went ahead and bought tickets for the same route and date directly from Trenitalia's website. I am requesting a refund from Trainline for the 69 euros that I can see as pending on my Nexi account but not yet credited. I would appreciate a prompt response. Thank you. Best regards, B. Marchetti

I had a train booked for two people on Sunday, April 23, [redacted], from Southampton Central to East Croydon at 10:55 am. The booking reference number is [redacted]89 with ticket collection reference BX78RN74. The journey was supposed to take approximately 1 hour and 50 minutes. Unfortunately, upon arrival at the station, there were no trains to London, and we were redirected to take a train to Winchester, then a replacement bus to Basingstoke, and finally another bus to Woking. The queues at Basingstoke were extremely long, leading to a wait of over an hour for a bus to Woking. After a 3-hour delay, we encountered crowded trains at Woking and faced difficulty boarding several trains. Eventually, after 6 hours, we reached Clapham Junction to change trains to East Croydon. I am writing to request compensation and a refund for the tickets. My name is Sandra Evans. I can be reached via email at [redacted] or by phone at 07[redacted]50. I look forward to your response. Thank you, Sandra Evans.

As an employee at Melton Mowbray Booking Office near Leicester, I want to address an issue we encountered with The Trainline. Today, a customer was sold a ticket for a train service from Melton Mowbray to London via Peterborough that does not currently run and hasn't been operational for a long period. This service is not listed in the current or upcoming May timetable. This is not an isolated incident, as there have been other instances where tickets were sold for non-existent trains. It is crucial that The Trainline's timetable department ensures accurate train schedules are reflected in the system to avoid inconveniencing customers and causing unnecessary stress for both passengers and staff. It is imperative that this issue is rectified promptly. Thank you for your attention to this matter.

I am reaching out to extend my apologies. I would like to express my gratitude to two members of your team, Niraj and P, who were extremely helpful and patient when assisting me with ticket requests. In hindsight, I realize that I inadvertently caused a mix-up, resulting in their time being wasted as the original booking did not go through. Today, upon rechecking, I discovered that my previous tickets were still in my basket, mistakenly reserved alongside tickets for the Roman Baths in Bath, which I initially believed to be for our train journey. I sincerely apologize for the confusion and inconvenience caused, especially to Niraj and P for their dedicated efforts. I have successfully rebooked the tickets, received and printed them. Once again, my heartfelt apologies and thank you for your assistance. Tom Mc Cluskey

After booking a train ticket online, I received an email stating that the train was unavailable. Since I must travel on those specific dates, I had to cancel the ticket. I got a refund, but £2 was missing. I can't claim this from the travel company, and I'm frustrated about being charged for circumstances beyond my control. Trainline should be compensating me for the trouble, not the other way around. I'm seeking advice on how to recover my £2. Despite it being a small amount, it's my money, not theirs.

One of our family members received a cancer diagnosis shortly before our planned trip, and we find ourselves in the difficult position of needing to cancel our travel arrangements. We can provide documentation of this unexpected situation. Living in the US, we are grappling with substantial medical expenses, and therefore, kindly request a refund for our non-refundable tickets. Despite the circumstances, we continue to hope for a future trip together. Our reference number for the booking is [redacted], and the total cost of the 4 tickets was $[redacted].15. Your understanding and assistance during this challenging time would be immensely valued.

I used TheTrainLine to buy two sets of tickets. I successfully added the first set (from London Kings Cross to Edinburgh Waverly) to my Apple Wallet. However, when trying to download the second set (from Edinburgh Waverly to Inverness), I received a message saying they have already been downloaded on another device. I have only used my phone to purchase and download all the tickets.

I recently made a booking for a journey and opted for an e-ticket to be sent to my phone, using PayPal for payment. However, my PayPal payment is currently pending. After reviewing my booking, I noticed I accidentally selected a single ticket instead of an open return. I quickly rebooked the correct ticket, but was informed that the single ticket is non-refundable. I reached out to PayPal, but they advised me to contact your customer service for assistance. I am concerned about being charged twice for the same journey due to my mistake. I would appreciate any help in resolving this issue. Thank you for your attention in this matter.

Hello, I need assistance. I purchased a senior 3-year rail card for myself and a 16-25 3-year rail card for my daughter through a mobile phone app. We were prompted to download an app to receive a code but encountered issues. Upon visiting the Sheffield station for guidance on obtaining our railway cards, we were advised to call a number for assistance. After speaking with a representative for over 30 minutes, we were instructed to send an email with a copy of the purchased railway cards along with an explanation. This was done over a week ago, and we have yet to receive a response. We bought the tickets on March 11th, [redacted], with train line ticket references [redacted] and [redacted]. My daughter was unable to use her ticket on a recent train journey due to not having a physical card or the app. We have upcoming train journeys booked from London on June 16th and July 14th and are concerned about not being able to utilize the rail cards we paid for. Please assist. Thank you.

I purchased a return ticket for two using the Two Together railcard. We utilized the outbound portion, but the return leg was canceled due to strikes, and there were no alternative trains available. As per Trainline's guidelines, the refund should be the price paid minus the one-way ticket cost and a £10 refund admin fee. Our initial payment was £[redacted].19, with the relevant one-way ticket priced at £62. Therefore, the refund should amount to £33.19. However, when I attempted to process the refund through the Trainline app, it indicated that the booking cannot be refunded since the refund value is lower than the admin fee.

My name is Alexandra Kaye, and my daughter-in-law purchased my Senior Railcard for me. My current card is valid until 16th February [redacted]. Unfortunately, I made a mistake while downloading my digital card and now I don't have a page with my photo and the code. This caused me to receive a fine when my son booked my train tickets online because I couldn't show my photo. I find this situation very frustrating. I would like to request a refund of £40 and exchange my digital card for a paper one that is valid for a year. I will be in the U.K. until the end of June and plan to travel by train frequently. I hope you can assist me as I am not very proficient with digital technology. Thank you for your help.

On March 18th, I requested a refund for two train tickets due to cancellations during the strikes. The refund for the Gatwick Airport to Fareham 19:09 direct train has been processed; however, the refund for the Gatwick Airport to Portsmouth Harbour 18:39 direct train is still pending and showing as "refund processing" on the trainline app. I just want to ensure that the refund for the second ticket is also processed as approved as per the refund overview.

My friend and I bought a ticket for today, May 29th at 15:20, from Florence to Venice. Unfortunately, the train is delayed by 70 minutes. This delay is causing us trouble as we have activities planned in Venice and an early train booked for tomorrow to Milan at 8 am. We would like to adjust the time of our journey from Venice to Milan to ensure we have ample time to enjoy Venice. This delay is not due to any fault of ours but rather the train service's issues. Your assistance in this matter would be greatly appreciated. Thank you.

I purchased a senior railcard two days ago but faced issues with payment methods. Initially, neither PayPal nor Apple Pay went through. I attempted with my NatWest debit card, which finally succeeded, although I accidentally ended up with two senior railcards due to a double payment. Realizing this, I sought a refund, but found the phone support charges excessive. After confirming with my bank that two payments were pending and then deducted, it is clear that one payment should be refunded as I only need one railcard. Thank you for your assistance.

Dear Trainline, I want to express my gratitude for your assistance in helping my wife and me reach our prepaid retreat on the originally planned day, despite our initial train ticket being canceled due to the French industrial action. Our original booking was for RPLAKM on Tue, 06 Jun [redacted], departing at 08:22 from Paris Austerlitz to Gourdon, and we had purchased our tickets well in advance. Upon discovering the cancellation, I sought advice online on the afternoon of June 5, [redacted]. SNCF apologized for the inconvenience and offered to exchange our tickets for another train without any additional charges through an authorized provider. Although I tried to exchange our tickets on Trainline, the website only showed trains with no available tickets for that evening and the next day (6th June). The website suggested trying bus tickets as an alternative. Following this guidance, we received a refund of $[redacted].81 AU for our original tickets. I purchased what I believed were bus tickets for [redacted] Euros in first class to avoid motion sickness. To my surprise, these tickets turned out to be for an SNCF intercite train, which ultimately eased our travel concerns. However, the new train tickets cost us $[redacted].50, resulting in a loss of $[redacted].69 due to the website's inability to provide an exchange ticket for a train that was actually available and not fully booked. I understand the challenges faced by the industrial action, but I believe Trainline's website could have offered better options. While I don't mind the extra expense for upgrading to first class, I am disappointed about paying around $[redacted] AU more due to the website's limitations. I kindly request a refund of the excess amount paid because the website did not display suitable exchange options initially, even when they were available. Thank you for your attention to this matter. Sincerely, Chris W. Email: [redacted]

Hello! I'm Friederike Achleitner from Hof near Salzburg. I purchased 2 tickets online last Saturday, but I haven't received an email with the tickets yet. I contacted my bank, and they confirmed that the tickets have been paid for. Can you advise me on what steps to take next? The ticket dates are ÖBB Oct 13th, departing at 8:11 am from Salzburg to Vienna airport, and ÖBB Oct 28th, departing at 4:20 pm from Vienna airport to Salzburg main station. Thank you.