The Trainline Customer Service Issues

Regarding transition ID [redacted]02 for transactions on the early evening of July 5, [redacted]. I attempted to renew my Senior Railcard - 08ZNR[redacted]30X. I was unsure about the process as I only found information on obtaining a digital railcard. Despite my initial confusion, I proceeded with providing the requested details and attempting to log in, which was initially unsuccessful until I reset my password. After uploading a photo, I encountered another issue. After resetting my password and repeating the process successfully, I was charged £70 for 3 years and received a confirmation email. To my dismay, I discovered I was charged twice and received 2 digital cards on the App. I am extremely frustrated by this error and the difficulty in contacting customer service. Kindly refund the duplicate payment of £70 and provide a clear explanation for this error. Thank you. -A. W.

After multiple attempts to book train tickets through Trainline's website following advice from their customer service, I am still facing issues with the number of passengers not reflecting correctly in the bookings. Despite double-checking before payment, the confirmation always shows the wrong amount of travelers. This is causing me distress as I am traveling on Saturday, the 17th to Southend for my son's 13th birthday with a group consisting of 3 adults and 8 children. The intended booking should be 2 adults and 4 kids, along with 1 adult and 4 kids. I have attached all relevant booking and refund confirmations. Requesting a prompt and proper resolution as the errors incurred have led to significant costs totaling nearly £[redacted]. Looking for urgent assistance and a full refund of any penalties associated with these bookings. Agonized by the situation and awaiting a quick response.

I accidentally booked tickets for the wrong Monday, a week ahead. I paid for travel insurance and want to change my Advanced Single ticket from London Kings Cross to Edinburgh. According to the website, I should be able to make changes within my journey. However, the app is not allowing me to do so. It states that "This part of your journey is not eligible for exchange" for the entire trip, which consists of an Advanced Single and an Anytime Day Single. I simply need to move the Advanced Single from the 19th to the 26th of July, on the same train and time, and then I can purchase a new Anytime Day Single ticket.

Ref no [redacted]21 I need immediate assistance with the issue I am facing. I purchased an over 60's saver card at the local station, but I accidentally also bought an e-ticket online, thinking my initial online purchase had failed. Upon realizing the mistake, I contacted customer service to get a refund. Despite several calls and assurances of a refund within 7 days, it has been over three weeks, and I have yet to receive my money back. The e-ticket was unexpectedly canceled, which I did not request. I was promised a callback, but it never happened. This situation has been extremely stressful for me, and I am requesting either a refund for the e-ticket or to have it reinstated. I even offered to pay an additional £10 to upgrade my ticket to a 3-year travel pass. I urge the UK office to reach out to me promptly, either via phone at 02[redacted]80 or mobile [redacted]7, or through my husband's email address, [redacted]. This experience has been unnecessarily difficult, and I seek a resolution as soon as possible.

I booked a round trip from Brighton to Stroud through Trainline for Saturday, July 17, [redacted], returning on Sunday, July 18. Despite booking seats, I had to stand on the way from Swindon to Stroud. On the return, my train was canceled, and again, I had to stand from Swindon to Paddington. I was forced to buy a 1st Class ticket as it was the only option available, costing £[redacted]. I received an email offering a refund, but later found out the expensive tickets were non-refundable. I plan to contact the Guardian Money Matters as I did not receive the service I paid for and am requesting a full refund. My transaction ID is [redacted]78.

I purchased two single tickets, one for London to York on August 7th, and another for York to London on August 13th. I now need to change my ticket for an earlier departure from York on the 12th due to family issues. Changing directly with Grand Central would be simple and free, unlike with Trainline. Trainline lacks live chat, customer email, and their phone line charges around £4 per minute. When attempting to modify the date online, there was only an option to change both journeys with a complicated charging scale. This experience has left me dissatisfied, and I will avoid booking with Trainline in the future. I hope they align their customer service practices with other ticket suppliers like LNER and Grand Central, who have clear and fair policies for ticket changes and easy accessibility.

Dear Sir/Madam, I am contacting you regarding an issue with train travel. My girlfriend mistakenly boarded a train from Edinburgh to Aberdeen a day later than intended. Despite having tickets for the following day, she was asked to pay an additional £73 by the conductor or face being removed from the train over [redacted] miles away from her stop. She had to transfer the funds to avoid any further inconvenience. I believe that since the tickets were already paid for, she should not have been asked to pay again, especially considering there were plenty of available seats on the train.

I was in the process of booking a return ticket from Edinburgh to Liverpool to attend a job interview when I realized I mistakenly booked the journey in reverse. I have the outbound ticket from Liverpool to Edinburgh and the inbound ticket from Edinburgh to Liverpool. I tried to correct this on the Trainline app but can only change the travel time, not the locations. The tickets cost £95.05 which I borrowed from my sister as I have been unemployed for 3 months. I cannot afford to re-book due to my financial situation. I need to change the outbound and inbound locations, but have had trouble getting assistance from the Trainline customer service line. I am registered disabled, and the stress of this situation is impacting my health. Can someone please help me rectify this?

Good morning, my husband and I were scheduled to travel to Torquay on July 7th. Our ticket reference is [redacted]7. Unfortunately, on Monday the 5th, my husband received a concerning letter from the hospital following a Cardiac CT scan due to complaints of heartburn. The tone of the letter was alarming as it indicated severe narrowing in two arteries. This unexpected news led us to decide it would be unwise to travel without further information. The stress of dealing with the letter, consulting the cardiologist, and managing our emotions meant I neglected to contact you earlier to request a refund, date change, or credit. The situation caused a flare-up of my asthma and reflux, leaving me unwell. Now that things have settled down and we have a new date for an Angioplasty, I am catching up on administrative tasks. Since we haven't used the tickets, we kindly ask for a refund or credit for future use. Warm regards, Fatemeh Rabiee Khan

Hello, I purchased a round-trip ticket from Peterborough to Glasgow Queen Street using the Trainline.com mobile app for travel on July 30th and returning on August 1st. 1. Despite booking a standard ticket, I was assigned a seat in first class which led to an embarrassing situation as I was asked to vacate the seat. I faced difficulty finding a new seat on the crowded train and ended up standing for the majority of the journey. 2. I encountered issues with changing my return journey, resulting in missed connecting trains. This caused inconvenience to my pregnant wife and young child who had prior appointments scheduled. 3. I was charged twice for my return journey due to booking changes and expected a refund for the difference in ticket prices. The train conductor mentioned that such booking errors are common with Trainline. I am seeking a refund for one of the tickets and hope for a resolution to these recurring issues. Thank you for your assistance. Best regards, I S Kallah

I am reaching out as a Colombian traveler to inform you that my trip to Spain must be canceled due to the new COVID-19 restrictions imposed by the Spanish government. I have a train journey booked with you from Madrid to Barcelona on August 13th, with reservation code 9UH7YK. Unfortunately, with the current situation that prevents Colombians from entering Spain for tourism, I kindly request assistance regarding a refund, exchange, or voucher for the ticket cost. The initial approval and promotion of the trip contrast with the current travel ban beyond my control. Considering the financial implications of currency exchange and the uncertainty of future European travel, I sincerely ask for your understanding and cooperation in resolving this matter. I eagerly await your response. Thank you. Sincerely, M. Pazos

A few months ago, we booked a train journey from Glasgow to London for Sunday, 1 August [redacted]. During our holiday, we received an email notifying us that the train was canceled, and we needed to rebook, with a promised refund. The original tickets for two of us cost £[redacted], with the transaction ID [redacted]53. Despite multiple attempts, we encountered issues rebooking for two people and had to call customer service, where we faced long wait times. Eventually, we purchased two new tickets for £[redacted], supposedly for first class seats. After struggling to apply for a refund on the Trainline website, our second transaction ID is [redacted]46. Unfortunately, when we contacted Trainline on Monday at 8 am, we were informed their hours are Monday to Friday. Despite attempted calls, we were unable to resolve this over the phone as the automated system had a long queue with no option to speak with a live representative. It seems only online communication is currently possible. Best, Aviva Frei

I had a booking from last December that was impacted by Covid restrictions. I was told it couldn't be transferred, but I could create a new booking and then get a refund for the original. Unfortunately, the times I wanted to travel over the bank holiday weekend in August are still unavailable for booking. I did manage to book the return journey on Wednesday, 1st September after being notified that tickets were available. However, this doesn't help me if I can't book the outward journey. All my accommodations and plans for the trip are set, so I need to finalize everything. Could you please provide information on when the outward train will be available to book? Thank you, Lindis P.-T.

I would appreciate some clarification on my recent travel experience. I had pre-booked and paid for a train trip from Bletchley to Portslade on the 5th of August at 12:17 pm. I received an email on Friday, July 30th, notifying me that my train had been canceled. Despite this, I proceeded with my journey as I usually do, which involves taking a train to Euston, transferring to the underground to Victoria, and then taking the main line to Portslade. However, upon reaching the underground, I was informed that my ticket was not valid, and I had to purchase another ticket. After showing the staff my email confirmation and explaining the situation, I was allowed to pass through, albeit with some resistance. The same issue arose when I arrived at Victoria station. I was made to feel as though I was evading fares, which was quite unpleasant, given my age of 63 and my senior rail card status. Due to these recent events, I would appreciate some clarity on the protocol to follow if a train is canceled in the future and whether I would need an additional ticket for the underground portion of my journey.

Today, I boarded the 19:10 train headed to Eastleigh. When I reached Southampton Airport Parkway and was asked for my ticket, I couldn't find it on the app right away as usual. The ticket officer was impolite and didn't allow me to explain or search for my ticket. Even after I showed him the confirmation email of my payment, he was rude and charged me extra for a ticket. I ended up paying an additional £25 due to his attitude. I felt extremely uncomfortable with how he treated me, not giving me a chance to speak or locate my ticket. It was a distressing experience feeling like I was being treated unfairly and rudely, which made the situation very unpleasant for me.

I purchased two open return train tickets from London Kings Cross to Edinburgh Waverley. However, the train was redirected to depart from London Euston at 6:31am instead of 6:42am on Friday, August 6, [redacted]. We missed the train but managed to board the Glasgow train and change at Crewe, despite not receiving any notification or communication from Trainline about the change. Regarding the return journey, one ticket was supposed to be used today, and the other next Friday as my friend and I are travelling back on different days. Unfortunately, my friend was denied boarding today, Sunday, August 8, [redacted], as there were no Avanti trains running. He had to purchase a new ticket for £52.25 to board an LNER train without any prior notification from Trainline about the unavailability of Avanti trains. I am requesting a full refund for the tickets.

I am awaiting a refund from Trainline for a journey to London in May delayed by 2 hours. Following their app's instructions, they approved my refund, but after sending the tickets as requested, I haven't received it. I anticipate they may claim non-receipt of the tickets and require assistance. I believe older or financially constrained customers may prefer physical tickets over digital, causing discrimination. As I completed the journey, I question the necessity for the tickets. Any advice?

I purchased a ticket from Aviemore to London Kings Cross with a layover in Edinburgh. Regrettably, I made an error and need to shift the ticket to the following date. I attempted to secure a refund online to purchase a new ticket for the correct date. However, since the ticket consists of one anytime day ticket (to Edinburgh) and one advance single ticket (to London), I encountered difficulties. Is there a possibility to obtain a refund or modify the date or time of the ticket? Thank you for your assistance.

Hello, I'm planning to travel from Manchester Airport to Nottingham on August 30th at 10:10 a.m. I understand that I need to switch trains at Manchester Piccadilly to an East Midlands Railway train. However, I received a message stating, "Buses replace trains between Manchester Oxford Rd & Liverpool Lime St from Sat 28 - Mon 30 Aug. Your journey will be affected by engineering work." Can you please confirm if this affects my trip to Nottingham or if I will still be able to use the railway for the entire journey?

A segment of my upcoming train journey has been canceled. The email notification mentions taking the next available train, ultimately delaying my arrival until much later in the evening, which is inconvenient for me. I have been unable to locate information on their website or find a way to reach a representative to clarify what is meant by the "next available train." Does this refer to the most suitable next train for me? In essence, an earlier train that aligns with my original ticket arrival time. Should I select the train I prefer? Additionally, it is frustrating to discover that both the preceding and succeeding trains to my initial choice are priced lower! I assumed that booking in advance would result in a cheaper fare.