The Trainline Customer Service Issues

I wanted to share that due to the strike in Germany announced today, I am experiencing concerns regarding my upcoming travel plans. My itinerary includes travel from Eichgraben-Altlengbach to Munich (with a one-day stopover), then continuing to Luzern on Thursday, and returning to Eichgraben on Saturday. Given the warnings of potential train cancellations due to the strikes, and the inability to reach the booking office by phone, I hereby request the exceptional cancellation of all three bookings, despite the usual no-refund policy. 1) Booking Reference: FQSAX6 2) Booking Reference: M6B6VN 3) Order Number: 3LMM4F Sincerely, Robert K.

I am urgently trying to alter my travel plans for August 23rd from Chester to Wrexham. I have been unable to make any progress. I am attempting to modify my day return journey to London from Chester to Wrexham. I possess a Disabled Persons Railcard. Initially, there was a train from Wrexham on the 23rd priced at approximately £43, but suddenly it has increased to £[redacted] within 30 minutes. I am frustrated and do not believe that train is now full. If I could have made this adjustment last night through my iPhone app, I would have. I am incredibly upset. It is not feasible due to an error message that appears, instructing me to contact the customer service team. Unfortunately, reaching your Customer Service is impossible. The last time I checked, there was a wait time of 1 hour and 15 minutes on a premium number. What has gone wrong with Trainline? It used to be efficient and seamless. I was able to call and speak to professional staff without any issues. I will not be using your services again.

I renewed my Senior Railcard on August 9th with transaction ID [redacted]12 for a 3-year card at the cost of £70. I opted for the digital renewal, but encountered issues as my older iPhone couldn't support the Trainline app. Therefore, I kindly request for the physical card to be sent to my new address at 1 Foxhills, Ventnor, Isle of Wight, PO38 1LX. Furthermore, I noticed the confirmation was addressed to Maureen PHILLIPS, when my surname has been Jones since [redacted]. My previous railcard, number 08ZNR[redacted], was issued under the name Maureen Jones and expired on November 20, [redacted]. Although we have a trip booked for this Friday, August 20th, and have declared our railcards, I am hopeful that presenting the printed confirmation displaying the new card details and validity dates will serve as ample proof of my current valid railcard status.

Hello, I arrived at Birmingham Airport on Friday, August 13th, and had pre-booked my return train tickets due to a tight schedule. My transaction ID is [redacted]06. I had booked a return ticket from Birmingham International to Worcester Foregate Street on Friday, August 13th, and returning on Sunday, August 15th. I received an email notification that part of my train journey on Sunday was canceled, which meant I wouldn't have made it to Birmingham Airport in time for my flight. I had to arrange alternative transport from Worcester to the airport and would like a refund for the return journey I couldn't use. I called 0[redacted] and spoke to a lady after a 20-minute hold. She had to check if she could refund the unused journey on August 15th. After a 10-minute hold, she confirmed she could refund it, but unfortunately, we got disconnected. I tried calling back, but the wait time was too long as I was calling from Ireland. Please advise on the refund process or if you need any further information. You can reach me at 00 [redacted] 86 [redacted] if necessary. Thank you, S. Monerawela

I bought a morning ticket, intending to travel, but couldn't board the overcrowded train due to station congestion. Instead of waiting for hours to access the platform, I arrived 15 minutes early, but had no chance of making it. To catch my connecting train, I took a taxi to the next station and finished my journey. The station kept my ticket when I exited through the barriers. I am seeking a partial refund for the ticket since I couldn't travel, resulting in distress and added expenses. The refund process requires me to mail the ticket, which is not feasible.

I booked tickets for a journey on August 26th through your company and had a series of issues. Our planned route was changed due to canceled and delayed trains, causing us to miss connections and lose time and money. I had to rearrange accommodation transfers and check-in times due to these disruptions. I am not satisfied with the service I received and would like a full refund, as the journey did not go as planned and caused unnecessary stress. I am considering legal action if this matter is not resolved promptly. I await your response and a refund to address this situation. Thank you. - Barry C.

I was charged £7.70 on my Visa card for a train ticket from Oxenholme to Manchester Piccadilly on August 22nd. Unfortunately, when I checked my trainline account on the morning of the journey, the ticket was not there, and it showed no pending travel. I had to buy a new ticket at the station, luckily around the same price. Since I couldn't use the online ticket, I would like to request a refund. Thank you. Avril Amato

I accidentally booked a train journey for the wrong date from Cheltenham Spa to Birmingham New Street. I mistakenly booked it just after midnight on the 4th, thinking it was for the following day, the 5th. When I arrived at Cheltenham Spa on the 4th, my ticket was not valid for that day, and I had to purchase a new one as it was non-refundable. I am hoping to change the date to the 2nd of October this year. I tried to make the change online, but I encountered difficulties, possibly due to my slow internet connection. Could you assist me in changing the date for my journey?

Today at 2:02 pm, I was in the process of booking two train tickets for my husband and myself from Herne Bay to London Victoria for the 1:54 train this Friday, September 10th. Unfortunately, after entering my payment information, an error occurred on your end during the booking process. I tried again at 2:07 pm and ended up with two identical bookings, which I received confirmation emails for. I tried to cancel one booking but was informed it was non-refundable. This mistake was not mine, so I kindly request that you cancel one of the bookings and refund the £21.55. The ticket collection number is CX8W4NGW. I am looking forward to your prompt response.

On September 1st, my spouse and I purchased off-peak return tickets from London Waterloo to Sherborne. Unfortunately, at Salisbury, we were informed that the train had been canceled, causing a delay of one hour for the next train to Sherborne. I've been attempting to process a refund, but the refund page link just continues to buffer without progress. I also attempted to contact the official phone number +44-0[redacted], but it appears to be out of service. It's proving extremely difficult to reach this company unless it's for purchasing a ticket, as all services seem operational for that purpose.

Hello, I am currently attempting to book tickets for a significant journey from Preston to London over the weekend of 30/10 with a return on 31/10. While I have managed to secure tickets for the outbound journey on Saturday, I am unable to find any available return tickets for the Sunday. It seems there are no options for a return trip from London to Preston on the 31st of October. Can you provide any insight into why this might be the case? I rely on train travel as I do not have access to a car and need to find a way back home. Thank you for your assistance.

Hello, I made a mistake booking my tickets from Bristol to Coventry for next Thursday instead of Friday. I couldn't change the outbound ticket, so I requested a refund and lost £55. Then, I couldn't exchange the inbound ticket, losing an additional £30. I'm only looking to change the day, maintaining the same times. Your assistance is greatly appreciated.

I attempted to book return tickets from Wellingborough to Heathrow for mid-October. As an existing customer, our previous password was rejected, possibly due to an email address change. I tried to book as a new customer but encountered a major issue. The form repeatedly asked for a "Nickname" default address, leading to a confusing loop while trying to enter another address. I have decided to postpone my ticket booking until the process and payment become more user-friendly.

I purchased return rail tickets through the trainline.com app on August 27 for an event on September 2, totaling £97.75. Despite my trust in the website, I didn't receive the confirmation email or e-tickets when I checked on September 1. After searching my email folders to no avail, I realized I had two trainline.com accounts, complicating the search. To ensure I could travel as planned, I had to buy new tickets. Trying to secure a refund through the trainline.com site, I encountered hurdles without the transaction reference number. The listed contact number had a high cost and wait time, leading me to seek alternative methods like a different phone number, email address, or chat option for assistance.

On my trip back to Manchester Piccadilly from Newmarket, I encountered a problem with a delayed train that led to a missed connection. The trouble began at Cambridge station where the 18.54 Thameslink service to Brighton was running 15 minutes late. Despite being directed to platform 1, we were then instructed to return to platforms 7 and 8, causing confusion and frustration. Eventually, a train on platform 8 was not stopping at the planned stations, resulting in further chaos and a rush to catch the London King's Cross service from platform 1. Despite finally boarding a train, the entire ordeal caused me to miss my 19.55 connection at Stevenage for the London North Eastern Railway service to Leeds, forcing me to return to Newmarket and stay overnight unexpectedly. It was a frustrating experience, especially considering other services were overnighting in Peterborough, which was not part of my plan.

I purchased a single ticket from Trainline for a journey from Bristol Temple Meads to Sheffield station on Monday, September 20th at 12:35, with an intended arrival time in Sheffield of 15:18. However, upon purchase, the ticket did not display a QR code for scanning at the barriers. In a hurry, I then bought a ticket from Bristol Temple Meads to Bristol Parkway to arrange transportation with my mother, as I couldn't afford another ticket directly to Sheffield. Consequently, I did not use the original ticket due to the display issue. I am seeking a refund for the £35.40 cost of the unused ticket, as it was deducted from my account despite not being utilized. I have evidence of the transaction in my online banking. I attempted to request a refund on the day of purchase but encountered difficulties.

I recently spoke with a representative from your company, inquiring about a charge of £70.21 on my Santander bank account ending in xxxx3206, with the sort code 09-01-29, dated 11th July [redacted] (transaction date 14th July). Note that I have not taken a train journey in over 18 months due to Covid restrictions. Despite being assured of an email response promptly by your colleague, I have yet to receive any communication. My bank advised me to contact you initially regarding this transaction before involving their fraud team. I am eager to resolve this matter and seek a refund. Please note that my current email is [redacted] as [redacted] is no longer active. Feel free to reach me at [redacted]4. Thank you. Dr Rev Counsell, 15 Bleadon Hill, Weston-super-Mare, N. Somerset, BS249JD.

I'm a pensioner relying on the basic state pension, currently receiving NHS treatment at The NHS Eastman Dental Hospital in London. I had reserved train tickets through Trainline with a senior railcard, anticipating multiple appointments and surgeries. Unfortunately, my operation scheduled for Oct 8th was cancelled, and the rescheduled date is now Nov 2nd. I've tried contacting Trainline but only found an expensive [redacted] number. If I cancel the ticket, there will be a fee. Is there a way, considering my pensioner status, to change the date without incurring a charge or any special assistance available for pensioners in this situation?

I purchased a round-trip train ticket from Edinburgh to London with a 16-25 railcard on the Trainline website while logged into my account. The total price displayed was £52.60, but upon completion of the transaction, I was charged £[redacted].60. I am concerned about the discrepancy and would like to know why I was overcharged and how to seek a refund. The ticket prices on my copy of the tickets show £23.00 and £29.60 each. I am aware of the booking fee, but I was surprised to be charged more than twice the ticket price. The site states that booking fees are clearly indicated, but this was not the case with my purchase.

To Whom It May Concern, I am writing to express my extreme dissatisfaction with your service, particularly the conduct of your staff. As a guardsman working for the army in London, I rely on train travel regularly without encountering such issues before. During my journey from Driffield to London, I encountered a significant problem at Doncaster after taking a rail replacement bus. Despite arriving early for my already delayed train, I was asked by the conductor to move to another carriage. When I complied, the train departed without me. The conductor callously stated that it was not his problem, leaving me stranded in army attire and forcing me to urgently travel by taxi to Wakefield, incurring an additional cost of £40. The lack of accountability, consideration, and professionalism displayed by your staff member left me not only inconvenienced but also endangered and out of pocket. The stress and disappointment I experienced are unacceptable. I trust that you will address this matter promptly and ensure that no other passenger, especially one in uniform, faces a similar ordeal. I expect at least a full refund for the distress caused. Sincerely,