The Trainline Customer Service Issues

Hello, I'd like to make a change to my booking. My booking reference is [redacted]76. I made an error by booking a train to Manchester airport on 07.07.23 instead of 06.07.23. I am having difficulties changing it on the website because my old email address is listed. When I tried to update the email address, it wouldn't allow me to do so. If you could update the email address, it would enable me to change the booking date. Alternatively, if you could assist with changing the booking date directly, that would be helpful. Thank you. Kind regards, Helen T. (Old email address: [redacted])

I purchased tickets through Trainline from Amsterdam to La Rochelle with a layover in Brussels and Paris. I received an email from Thalys informing me that the Brussels-Paris leg is canceled, but I did not get this update from Trainline. The Trainline website also shows that the train is not available. I am interested in keeping my ticket from Paris to La Rochelle and changing the Brussels-Paris portion. I checked Trainline, but there are no available options for Paris to La Rochelle if I cancel the whole booking. I am trying to contact customer service for assistance. Any advice on how to proceed would be greatly appreciated.

I purchased four off-peak tickets but needed to cancel just one due to a mistake with the railcards. Unfortunately, when trying to cancel one ticket on the app, it canceled all four with a £10 charge per ticket. I called customer services immediately to try and resolve it, even offering to keep all four tickets without a refund, but was informed it was impossible to cancel just one ticket. A small error on the app has resulted in an unexpected cost of £40 (£30 if I could have canceled just one) due to the cancellation policy.

Hello, I'm PEDRO POLACEK. I purchased a train ticket from Biel to Zurich for July 2, which I didn't use. I also bought another ticket for the same route for July 7, which I won't be using as well. I am requesting to purchase a new ticket for July 10 at the same time as the previous one at the regular price. I kindly ask for authorization to use the value of the July 7 ticket and pay the price difference. If not approved, my trip from Biel to Zurich will cost me around [redacted] Frs. Thank you in advance for considering my request. Apologies for any inconvenience. - PEDRO POLACEK

I have a family ticket booked from New Quay to Barrow-in-Furness on 8th July [redacted] for £[redacted]. Unfortunately, we've learned about a strike scheduled for that day, so we'd like to change our plans to travel on a Sunday. However, we have encountered a couple of issues: Firstly, the Sunday fare is approximately £[redacted], which is beyond our budget as we are visitors from South Africa. Secondly, we can't afford to purchase another ticket until we receive a refund. Our travel plans were meticulously budgeted for. I understand refunds may take a few weeks to process. Can anyone offer advice on how to proceed? Thank you.

I purchased train tickets on your website for travel to London, but there was an issue with the dates. After contacting Trainline, I was told to buy new tickets and assured of a full refund. However, I received an email stating a partial refund with a deduction. I actually bought 2 new tickets as advised. Please respond to my emails sent from [redacted] and review the phone conversation we had at 10.30 am on 30/6/23. You can reach me at [redacted]4 or reply to my email. If I don't hear back soon, I will involve my Credit Card company. Looking forward to a quick resolution. Thank you, Stacey Rawle

Re: Booking Reference: PA-4MTRET0M. I am writing to apologize for not canceling my assistance for the Penzance to Exeter journey scheduled on the 19th of June. Unfortunately, I suffered a fall and broke my pelvis at the beginning of my holiday, necessitating treatment at Penzance Hospital. As a result, I was unable to board the train and had to extend my stay in Cornwall until I was fit to travel back home. Regrettably, I overlooked cancelling the assistance, and for this oversight, I apologize. Additionally, I am inquiring about the possibility of obtaining a refund for the ticket purchased for the Penzance to Exeter trip scheduled for the 19th of June.

I have an issue with a family ticket I purchased. It's for two adults and two children aged 7 and 8. After filling in the required details to buy the ticket, which includes the children's ages, they assigned each child to a different carriage. As they are minors and cannot travel alone, I request that our tickets be consolidated in the same carriage due to an application error. I hope for a prompt resolution. Thank you in advance for your attention and apologies for any inconvenience. Best regards, Elena.

Subject: Issue with Ticket Printing at Worcester Foregate Street Station Dear Sir/Madam, I am writing regarding booking reference 75XJF6TK for my upcoming journey from Worcester to Heathrow on the 28th July and returning on 06 September. Today, when I visited the Worcester Foregate Street station to collect my tickets, I encountered an issue. The ticket official informed me that they were unable to print the tickets due to error code GX24E displayed on their screen. I kindly request your prompt attention to rectify this error before my intended ticket collection on Monday, 24th July. Your immediate assistance in resolving this matter will be greatly appreciated. Thank you for your attention to this matter. Yours faithfully, Merle P.

Hello, I recently purchased tickets for a two-part journey this weekend. I have a disability and will be traveling with my two children, one older and one dependent. My son assists me with my daughter and my disability. Unfortunately, we were assigned completely separate seats for the first part of the journey, which is quite inconvenient given our circumstances. I made a seating reservation request at the time of booking and also contacted customer service yesterday with no resolution. I would greatly appreciate any assistance you could provide. Thank you. - Joanne

Hello, I reserved tickets today for 4 individuals with seat numbers from Frankfurt to Brive-la-Gaillarde departing at 8.56-12.53 and 14.41-19.05. The previous train (at 6.56 am) was canceled due to yesterday's storm, and our train ([redacted] at 8:56 am) was canceled due to repair work (I have confirmations for both). We were instructed to catch the 9:20 am train. However, due to the increased number of passengers boarding this train, it was overcrowded, making it impossible for us to board with a small child (1.5 years) and a stroller. The next available train wasn't until 12:56 pm, causing us to miss our connection in Paris and arriving much later at our destination. We kindly request a refund for the outbound trip (Frankfurt to Paris Est 8.56-12.53 and Paris Austerlitz to Brive-la Gaillarde 14.41-19.05) for all 4 passengers. Booking Reference: SVXFDW (3 adults) Booking Reference: SVXFFX (infant) Since I do not have a customer account with you, I am unsure how to access and cancel the tickets or request a refund. Thank you for your assistance. Best regards, Christina Simon

Please disregard my previous email and proceed to cancel the request. I will reach out to Trainline directly to address this matter. Thank you. I have made reservations for our group of four for September * and September ** for a trip... [redacted]

Hello Trainline Team, I had a business trip planned that got canceled this morning. Unfortunately, I was not able to anticipate this change, and now I am unable to cancel my tickets. I am left with the costs. Could you possibly assist me in canceling the outbound journey? It would be amazing if I could avoid bearing these costs. Thank you so much if you can make this happen. Warm regards, Geraldine

My son purchased tickets for train travel between Croston and Ormskirk, and vice versa. Unfortunately, the trains have been canceled multiple times, even with it being a short journey on the Trainline between Preston and Ormskirk. Today alone, 5 trains were canceled. When trying to claim a refund through the app, he was informed that it is not refundable. I am curious as to why there are so many cancelations on these routes and why the ticket is non-refundable. Thank you.

I purchased a train ticket from Trainline, successfully made the payment, received the ticket, but it was unexpectedly canceled and refunded a few days later. This has caused inconvenience as I already had travel plans set up for my return journey using the ticket. The original ticket details included a departure from San Benedetto at 15:23 and arrival in Lecce at 20:40. I kindly request assistance in reissuing the ticket to resolve this matter and avoid further disruptions to my travel arrangements.

I was unable to go on my trip due to a private matter I'd rather not discuss. I can't cancel my tickets, but it doesn't show that I've checked in. The woman on the phone mentioned that with human empathy, it could still be canceled. What are my chances there? I was planning to visit someone, which is why I booked it so last minute.

Good morning. I have chosen my trip online for Saturday, September 16th departing at 9:34 am from Birmingham New Street to Liverpool James St. I am experiencing issues with payment confirmation despite having funds available in my bank account. I am unable to go to a station to buy the ticket in person. When I tried to purchase over the phone, I ended up here. Kindly assist with my payment query. Thank you. Regards, M. Daly

Booking Reference: KNK9TG6J Good morning Trainline, I reached out via email on September 11 regarding my unsuccessful attempt to change my ticket from Birchington to Victoria due to a payment issue. I did not receive the validation code via text. Unfortunately, I had to postpone my return to Canada because of a family emergency and now require to change my journey to London airport. Despite sending follow-up emails on September 12 and today, I have yet to receive a response. When I visited Birchington Station during their operating hours, there was no available staff. I can provide copies of my emails and a screenshot of the Trainline payment page from September 11, [redacted], if necessary. Your guidance on this matter would be greatly appreciated. Thank you for your assistance.

I picked up my train tickets from the Retford station ticket machine with the reference number Ref9KKR7T8J. The machine indicated 5 tickets, but I only received 4. I am traveling from Retford to Brough and have 2 seat reservations. I have a ticket for Brough to Retford but not for Retford to Brough; instead, I only have a collection receipt. Unfortunately, the ticket office is closed, so I cannot resolve this in person. I am concerned about having to pay again or having my journey disrupted. Your assistance in this matter would be greatly appreciated. Thank you. - Lorraine B.

I was trying to book a train ticket when an advertisement for a media company popped up on the screen with the Trainline interface in the background. There was a bright green box that said "Continue," which I mistakenly clicked on. Immediately realizing my mistake, I followed the instructions to cancel the transaction. However, I have now been charged £51.70 on my credit card, which I am currently disputing with the credit card company. I am puzzled as to how this occurred and why I am being charged for it.