The Trainline Customer Service Issues

I recently purchased a Trainline Card but could not link it to my phone app. After canceling, I received a refund. However, I later discovered that my bank information was shared with a Trainline partner without my consent. This partner then charged me for a monthly membership. I am extremely upset about this unauthorized transaction. I believe it is unlawful and unethical for Trainline to allow this to happen. I demand to see the documentation that supposedly authorized the sharing of my bank details. I visited the partner's website and realized I had unknowingly signed up for a membership, leading them to have my banking information. After canceling the membership, they refunded me £15. To ensure my security, I have blocked my Debit Card. I am concerned about who else my information may have been shared with. I have also contacted Barclays to investigate this matter further. Sincerely, S.S. Email: [redacted] Phone: [redacted]

Good evening, I recently booked shuttle tickets from Hannover to Dresden and encountered some payment issues while trying to make the transaction. Although I attempted to pay through Pay and then through Klarna, I faced errors in the process. Despite the pending payment status, no money has been reserved in my PayPal account. I reached out to customer service, and they advised me to contact my bank, which I did, but they have no information regarding the transaction. I am concerned about losing my reservation. Could you please guide me on how to proceed with the payment to ensure I retain my booking with the preferred schedule? Thank you for your assistance.

Subject: Issue with GWR Train Travel on 10th October Ref: [redacted]46 Hello, I am writing to express my dissatisfaction with my recent journey on the 14:13 Bath Spa to Reading GWR train on Sunday, 10th October. The train was operating with only half of its regular carriages, resulting in the non-existence of my reserved 'Carriage J/Seat 73'. This led to extremely poor travel conditions, overcrowding, and safety concerns due to the cramped space. Moreover, the reduced capacity caused delays at each station, and an engineer had to be called at Didcot Parkway. As a result, I missed my connecting train to Gatwick at 15:18 by 4 minutes. Unfortunately, I discovered that the next available train was not until 16:18, adding further inconvenience to my journey. I kindly request information on how to proceed with applying for compensation or a refund, which I believe I am eligible for. Thank you for your attention to this matter. Best regards, Nina K.

Dear Sirs, Before the COVID crisis, I used to travel about twice a month by Eurostar to London from Brussels. Upon trying to book tickets from Brussels to Munich via Train Line, I encountered significant issues. Firstly, the emailed ticket codes, CRVQ97 and DW78VM, were unusable, causing me trouble at Brussels MIDI station where I had to purchase a new ticket for €[redacted].90. Subsequently, I faced challenges obtaining my return ticket, needing to involve hotel staff and ultimately taking a photo of the QR code. The ordeal caused stress and made me late for a business dinner. The entire experience was frustrating, and I am seeking compensation for the additional expenses incurred, such as the extra ticket and taxis. I hope for a resolution to this matter. Frustratedly, Stuart Anderson

I am extremely upset and angry. I needed to change my travel date to Monday, October 25th, due to my father's passing and his burial on Wednesday, October 27th. My brother had arranged accommodations in Alness, Scotland, and I was shocked to be asked to pay £[redacted] for the date change, when my initial ticket on October 9th was £[redacted]. I have verified that other train operators offer date changes for free but I was charged a significant amount. It is disappointing to learn that seat reservations cannot be made, especially at this high price. Please contact me at 01[redacted]12. My reference number is [redacted]. I expect a courtesy call from the manager regarding this situation, not just an email.

Dear Trainline team, On October 23, my daughter and I took bus [redacted] from Paris to Brussels Midi with ticket PNR reference NNOK8G. The bus arrived in Brussels at 16:26, although the scheduled time was 15:45. Unfortunately, this delay caused me to miss my ICE train connection from Brussels to Köln Hbf at 16:25, resulting in having to purchase a new €[redacted] ticket. This situation led to a total delay of 7 hours, with us arriving at 05:52 the next day instead of the scheduled 23:04. We had to spend several hours in the cold station, and I even fell ill. The bus delay affected my journey, causing significant inconvenience. I kindly request compensation of €[redacted] to be refunded to the bank account I used to purchase my Trainline ticket. Thank you, Tamara K.

Hello, my name is Neil Chalmers. I had booked 1st Class return rail tickets for my daughter, wife, and myself through Trainline for the Arbroath-Edinburgh-Arbroath route on Saturday, November 20th, [redacted]. The booking reference is [redacted]93. Unfortunately, as a cancer patient, I need to cancel the tickets due to personal reasons. I received an email instructing me to 'move the tickets back' for the refund process, but despite multiple attempts, following the instructions carefully, I have been unsuccessful. I am willing to change the travel dates to later this year, but my online and app attempts have also been futile. The current situation is causing me unnecessary stress given my health condition. I would greatly appreciate any assistance you can provide. Thank you, Neil.

We purchased a ticket from Cosham to Plymouth for November 6th departing at 10:39 and arriving at 15:11. We specifically requested a first-class window seat facing forward, including the senior rail card we had recently acquired. However, upon receiving the tickets, we found that they were split saver standard class tickets for £40, whereas we intended to pay around £60 for a single journey. My mother, who will turn 80 in January, needs to travel in first class due to Covid concerns. We feel disappointed as we followed all the instructions but received incorrect tickets. Changing them will incur additional charges for refunding and upgrading. We hope to hear back promptly to resolve this issue. Thank you, Marie.

I recently purchased what I believed to be an advanced single ticket using my senior rail card for a trip from Inverness to Kyle of Lochalsh on Sunday, November 7th, [redacted]. However, I was surprised to find out that the ticket I received was for Wednesday, November 3rd instead. I am not sure how this mistake occurred as I specifically selected the 7th. Unfortunately, I cannot use the ticket I received as I will be in Inverness on the 7th after a long-awaited reunion with my daughter. Since there are no trains to Kyle of Lochalsh after a certain time on that day, I had to make alternative arrangements. Could you please assist me with a refund for the ticket? I have always found Trainline to be convenient for booking my travel tickets and will continue to use your services for my upcoming trips. Thank you for your prompt attention to this matter.

I accidentally purchased two tickets for the same route on December 30 from Schwarzach to Hamburg. I made the booking yesterday, November 1, for my husband and myself. I did not receive a confirmation email for the duplicate tickets because it might have been sent to an incorrect email address, [redacted] I see that both tickets have been paid for. Is it possible to cancel one of the bookings? Could I please receive a booking confirmation for one ticket from Schwarzach to Hamburg on December 30? Thank you for your assistance. C. Stadler

I need assistance with a travel booking issue. On the trainline app, I booked a coach trip from London Victoria to Bournemouth for 5th November at 8 pm. Initially, the tickets were visible in the app but disappeared before the journey date. Although they reappeared an hour before departure, I missed the coach assuming it would be similar to a previous occurrence where I repurchased tickets. Unfortunately, the tickets didn't show up closer to the journey, leaving me unable to board. I seek a refund of £22.00 as a student who had to delay my trip due to purchasing new tickets. Despite contacting customer service without success, I lack a booking number or confirmation email. The contact numbers provided were unresponsive, leaving me feeling disappointed and cheated. This experience has eroded my trust in the service, and I won't be using it again.

I bought a digital Senior Railcard from Trainline for £30. When I tried to download it, I ran into issues due to my outdated mobile system. I upgraded my phone, but it caused more problems. I contacted Trainline via a costly 03 number, but they didn't offer any help or a refund. I managed to easily download a National Railcard. I feel frustrated with Trainline for selling a product that is unusable for some customers and not providing support. I believe I should be compensated for the wasted time, stress, and phone charges. My identification code is [redacted]13.

I purchased a Railcard online from Trainline using my account, but I will soon no longer have access to the email linked to the account. I have downloaded the Trainline App on my phone with my new email address, but I am unable to access my new railcard that is tied to my old email address. What steps should I take to view the Railcard that I bought on the App?

Hello, I purchased a ticket from Scarborough to Newcastle through York from your company. Upon arriving in York, there was very little time to transfer to the next train and unfortunately, all the elevators were out of order. It was impossible to catch the connecting train. We had to pay an excessive £[redacted] for the next train to reach our destination since our tickets were only valid for a specific train. Could you please advise on the possibility of a refund for the original ticket considering the route provided by Trainline was unattainable?

I purchased two advance single tickets from Truro to London and two advance single return tickets from London to Truro three months in advance, as I was advised they were the cheapest option for £[redacted]. However, I have recently noticed that the same tickets are now priced at £[redacted]. I would like to request a refund for the price difference, please. My reference number is [redacted]06. Thank you.

I took the 14:44 train from York to Sheffield on Wednesday, November 10, [redacted], with my friend. Our small cases were under the seat in front in coach 1, seats 53 and 54. When we arrived at Sheffield, my friend managed her case and left the train. I had a brief struggle getting my case, which took less than a minute. As I tried to exit, the door was closed and wouldn't open. My friend outside tried to help by pressing the button, but a railworker told her to step back, not realizing I was still onboard. The situation was concerning, especially for someone less agile or elderly. I am 76 years old and found the delay frustrating given the short time to disembark. Prior to Sheffield, there was a 5 to 6-minute delay. I am considering making a complaint about this incident and would appreciate guidance on who to contact for answers.

Subject: Refund Request for Train Ticket due to Covid-19 Dear Trainline Customer Support, I am writing to inform you that I am unable to use the return train ticket I purchased due to testing positive for Covid-19 on Wednesday, 10/12/[redacted]. I did not opt for the refund option initially but can provide you with proof of my positive test result if needed. I have encountered conflicting information regarding refund eligibility and potential charges for changing the ticket to a later date. I have been attempting to resolve this matter since the 10th with no success. I kindly request your prompt assistance in clarifying whether a refund or a credit note can be issued. My preference is for a full refund, but I am also open to receiving a credit note as I plan to rebook my journey once I have fully recovered. I appreciate your attention to this matter and look forward to your response. Thank you, D.M. [redacted]

Hello, I purchased a ticket to travel from Glasgow to Oban through the Trainline app and encountered multiple issues during my journey on Thursday, 11/11/21. The train was significantly delayed due to a broken down train and line speed restrictions. When the train could not continue to Oban and terminated at Crianlarich, I was redirected to a bus that brought me to Fort William instead. This diversion caused me to stay overnight in Fort William before continuing to Oban the following morning. In order to claim compensation from Scotrail, I need a copy of my ticket, which I am unable to access from the app. The outbound train I was on was the 12:23 from Glasgow scheduled to arrive in Oban at 15:28. After several delays, I eventually arrived in Oban the next day at 10:30 by a combination of train and taxi. Thank you for your assistance. Best regards, Steve H.

I submitted a claim a few weeks back regarding a cancelled train from Carlisle to Dumfries on 16th October at 9:12 PM. My journey was from Blackpool North to Dumfries, with the ticket collection reference N2HHJWRC. I was assured over the phone, following several emails, that the full return journey refund would reflect in my account within 48 hours. Unfortunately, this has not happened. There was another claim I made for the refund of 2 mistakenly booked tickets for travel on 14th October. I sent this request by post with the form indicating a refund for 2 adults. Regrettably, the station machine only provided 1 ticket, which I reported over the phone. I was advised that this would be resolved within 48 hours. However, I only received the refund for 1 ticket, and I am unable to print the other ticket due to machine restrictions. The collection reference for these tickets is NH32K9FN. I keep receiving emails to post the second ticket, but this is not possible. I am hoping that Trainline can process these refunds promptly. Thank you. Ruth M.

I have made a booking for two round-trip tickets to York. The outbound journey is on Thursday, 9 December at 11:06 from London Kings Cross to York with seats reserved in Carriage B, Seats 13 and 14. The return journey is on Friday, 10 December at 18:02 from York to London Kings Cross with reserved seats in Carriage M, Seats 12 and 13. I noticed that only one senior rail card was applied, but we each have one. Could you adjust the price to reflect both senior rail cards, or if a refund is not possible, can we use the price difference to upgrade to first class on the outbound journey? Thank you.