The Trainline Customer Service Issues

Dear Sir or Madam, I am writing to bring to your attention an issue I experienced with my recent journey from London Euston to Manchester Piccadilly and back, which I booked through your company. Unfortunately, yesterday's travel was disrupted due to unexpected disturbances and cancellations. Despite arriving early at the station and monitoring the main board for train updates, I witnessed a sudden disappearance of information regarding my scheduled train around 8 pm. Subsequently, all trains to Manchester Piccadilly were canceled, leaving me and my 9-year-old daughter in a crowded and potentially unsafe environment. Although there were announcements about an unspecified incident, the lack of clarity and disruption to my travel plans has led me to request a full refund. I am facing difficulties locating a suitable email address to forward all relevant documentation. Thank you for your attention to this matter. Best regards, Andrea

My 62-year-old son has Primary Progressive Multiple Sclerosis, with multiple subtle or devastating attacks affecting his ability to walk due to serious balance problems. He frequently falls and struggles with depression, making him vulnerable to becoming ill at any time. John, my youngest son, took on the task of changing a train journey booking for a holiday, but found it challenging and had to pay approximately £[redacted]. The process left him unhappy. At 88 years old with macular degeneration, I fear having to handle future changes or cancellations myself. I am uncertain and vulnerable, and worry about dealing with similar issues. I wonder if there is a way to fast-track travel date changes or cancellations due to my son's disability. Holidays for John are precious, but the complex procedures threaten our plans. As an aging individual, I find such conflicts distressing and would appreciate any assistance you can provide.

On Sunday, June 26th, I tried to purchase two tickets from Annecy to St Pancras for June 29th for two individuals. Despite attempting with two different credit cards, I received an error message stating the cards were not accepted. After unsuccessful tries with Paypal, I resorted to another method by buying Annecy to Paris tickets locally and London to St Pancras tickets through my daughter. Surprisingly, upon checking my bank account, I discovered two charges from Paypal for £[redacted].80 each for tickets I never received any confirmation for. When trying to contact Trainline online, I was prompted to register first. Unfortunately, there is no provided contact number. Seeking advice on how to address this issue as I am adamant about receiving a refund for the duplicate charges.

I had made reservations for two singles with spaces for our bikes in advance. Unfortunately, the Manchester to Reading leg of the journey for the first single from Windermere to Reading departing at 10:08 on 2/7/22 was canceled, and alternative trains don't have bike spaces. After contacting Trainline and the station, we were informed we couldn't travel with bikes. Despite the tickets being non-refundable, due to the inability to travel as planned, I am requesting a full refund. Subsequently, as we will no longer be going down, I'd also like to cancel the return signal from Reading to Windermere at 14:15 on 9/7/22. I've already spent considerable time on phone calls today trying to address this issue, only to find out that we can't bring bikes anymore, which is not my fault.

Hello! I purchased a Flixtrain ticket on July 14, [redacted], and had to urgently travel from Frankfurt Süd to Hamburg. Shortly before departure, I noticed the next ICE train was leaving from Frankfurt Hbf. I rushed to catch it, managed to board, and tried to purchase the ticket online using PayPal Pay, but didn't receive confirmation. I tried again with no success. Fortunately, I have a video and screenshot as evidence for ticket control. The staff member who checked my ticket believed me after seeing the screenshot and made a note in the system. She assured me that I would be reimbursed by Flixtrain and ICE. Today is the deadline, so I'm hoping to hear back soon. Thank you. Regards, Zeinab H. FN: [redacted][redacted]

I recently purchased a senior rail card on Trainline, but my computer entered the wrong email address. My email is [redacted], but the email attached to the purchase was my son's - [redacted] The payment made was £47 for a discounted digital senior rail card with transaction reference: [redacted]19. Can you please update the information and assign the card to my correct email address - [redacted]? I am a Trainline member. Thank you, Malcolm Hall

I purchased a first class ticket from Grimsby to Aberdeen departing at 08:32 on August 1st, [redacted]. The journey was satisfactory until I transferred at Edinburgh to the 13:30 train to Aberdeen, which had no designated first-class or buffet carriage, only a trolley service. While I found a seat near the restrooms, the seat in front of me was covered in a strong-smelling PVC sheet, more unpleasant than the toilet itself. When I raised the issue with the conductor regarding the lack of first-class amenities, he was unsure why and directed me to contact the Trainline where I made the booking. The conductor provided me with the train number 1A85 and his reference number [redacted]. Although he mentioned that I could have tea or coffee with a complimentary biscuit from the trolley, I only received coffee, falling short of the first-class experience I had paid for. This was disappointing as I had treated myself to the upgrade.

I am seeking assistance regarding a partial refund request for a disappointing journey on August 3rd from York to Kings Cross. I had purchased tickets for myself, my daughter, and her two children traveling to Gatwick Airport to catch a flight to Canada on August 4th. Unexpectedly, due to overhead cable issues at Peterborough, all trains were suspended from entering Kings Cross. Our planned direct journey from York to Kings Cross departing at 11.58 was rerouted, and we ended up on a crowded Sheffield train for two hours before changing to reach London St. Pancras. This disruption was particularly challenging for my 7-year-old autistic grandchild who experienced a distressing meltdown in Sheffield. The journey was extremely uncomfortable with overcrowding, standing throughout, and overall a nightmare, providing a distressing end to their vacation. Fortunately, my return journey the following day went smoothly. I have been attempting to reach out regarding this matter with transaction ID [redacted]89, but to no avail. Any assistance would be greatly appreciated. Thank you, Janette Johnstone.

Dear Sir or Madam, I regret to inform you that my Thalys train with the number [redacted] on the 16th of August, [redacted], has been cancelled. I am aware of my entitlement to a free exchange and would like to proceed with this option. However, despite numerous attempts to contact Trainline, I have not received any response for assistance. Additionally, attempting to modify my ticket on the website incurs an exorbitant fee. Due to scheduled connections to Cologne and Paris both before and after the affected journey, my flexibility is limited. Therefore, the alternative train from Cologne to Paris must depart on the 16th of August, [redacted], and reach Paris by 4pm at the latest. I am hopeful that a resolution can be found promptly. Best regards, J. Cherpin

Subject: Refund Request for Cancelled Train Journey Dear Sir/Madam, I am reaching out regarding a concerning issue with my train journey from Cottingley to Doncaster on 09/08/[redacted] at 8:21 AM. Unfortunately, the train was cancelled, and subsequent trains faced the same fate, causing me and my family to miss our planned trip. This was especially disheartening as it was a special treat for my daughter, resulting in disappointment for the kids. After requesting a refund, I only received a partial reimbursement. I paid £55.10 for a family ticket but received only £45.10 back, and £12.05 for an adult ticket but was informed I could only get £4.55 in return. This seems unfair considering the circumstances and the total cost of the missed outing, amounting to £[redacted]. I am kindly requesting a full refund to address the inconvenience and emotional distress caused by missing the birthday celebration for my daughter. I await your swift resolution of this matter and appreciate your attention to my case. Please respond via this email address for my records. Sincerely, B. Cronin 56 Dulverton Place, Leeds West Yorkshire LS11 0LB

Dear, I wanted to inform you that Thalys has notified me about the strike in the Netherlands scheduled for Monday, August 29th. They have assured me that our tickets for August 29th and 30th, [redacted], will be refunded due to this issue. I have just spoken with them. The ticket references are as follows: - August 29th, [redacted], from Brussels to Amsterdam: RIWTIH - August 30th, [redacted], from Amsterdam to Brussels: SHPFIH Please inform us before Monday about the refund process, preferably in Dutch. You can also reach me by phone at +32 [redacted] [redacted] [redacted]. Thank you. Danielle Antonis

I recently changed the day and time for the French portion of my train journey successfully using the Trainline App's "manage my bookings" feature. However, when I tried to do the same for the Eurostar Paris to London leg, an error message prevented it. I reached out to customer service and provided my booking details. After several exchanges, the representative suggested canceling the original booking and issuing a refund so I could rebook. Unfortunately, he mistakenly canceled the newly booked French leg instead of the Eurostar leg due to only referencing the booking reference without reading the full email details. Subsequent attempts to clarify the situation and change the Eurostar leg were unsuccessful as customer service stopped responding. I'm currently unable to get a refund or modify my booking through the app and am at a standstill with customer service.

I was at Reading Train Station and paid for a child's ticket. Despite being 15 and not turning 16 until December, I was made to go back through the gate and buy an adult ticket. The ticket officer assumed I was older based on my appearance, with no proof of my age. When I insisted I was 15, he disagreed and forced me to purchase an adult ticket, costing £18 in total. I would appreciate a refund for the extra charge as I felt unfairly treated and embarrassed throughout my journey.

I recently purchased train tickets via the Trainline app and noticed a £16.87 discount offered for my next booking, which I unknowingly accepted from a partner website. To my surprise, I discovered that Complete Savings deducted £15 from my credit account on 12th July and again on 12th August without my consent. It is disappointing that my use of the Trainline website led to this unauthorized transaction. I am planning another trip to Edinburgh soon, but I feel uneasy about using the Trainline service as this issue may have affected other users as well. I am eager to receive a response regarding this matter. Thank you. Regards, A. Durance

Today, I was scheduled to travel from London Paddington to Teignmouth at 14:36. However, the train was cancelled. I've received an email from Trainline informing me about the cancellation. According to the message, the 14:36 Great Western Railway service from London Paddington to Teignmouth has been affected. The recommendation is to check the website or app for updated times and catch the next available train using the same ticket. The ticket remains valid for the next available service on the same route. It's advised to monitor the rail status page for any updates. The service provider may offer additional ticket and travel options.

Subject: Issue with Train Booking - Ref: 8653J689 Dear Sir/Madam, I am writing to report an issue regarding my recent train booking with the following details: Booking Reference - 8653J689. I had reserved a ticket from Fratton (Portsmouth) to Greenfield (Greater Manchester) for 14/10/[redacted]. Unfortunately, my initial train to Southampton was delayed, causing me to miss my connection by only 1 minute. The staff informed me that there were no available trains that could take me to Greenfield, leading to significant inconvenience. This situation has affected me greatly, especially considering that I was traveling due to my wife's illness, and this delay hinders my ability to be with her promptly. I am currently rearranging my travel plans to reach my destination tomorrow, anxiously hoping for my wife's well-being. I kindly request a full refund of the fare paid, which amounted to £60.65, along with the additional £5.90 I spent on a single ticket from Southampton to Fratton, totaling £66.55. I also seek compensation in the amount of £[redacted] for the distress caused by this experience. I believe better guidance could have been provided at Southampton, but the closed ticket office left me unable to make an informed decision. Please address this matter promptly, as I am eager to have a resolution. Your response to this email address is greatly appreciated. Sincerely, R. Forrest

Hello, my name is Lester Sasher. I made a purchase on October 6, [redacted], for 1 adult ticket and 1 senior ticket totaling $97.60 with Transaction ID# [redacted]39. I received an email stating my transaction didn't go through, and a reimbursement of $59.80 was issued instead of the full amount. I'm missing $37.80, which hasn't been credited back to my credit card after about a month. I didn't cancel the tickets; the website rejected the transaction, so the company should still refund the remaining balance. Thank you. Lester Sasher.

Dear Sir/Madam, I hope this message finds you well. On Sunday, the 30th of October, I purchased an open return ticket from Bolton station to Leicester for my studies at the University of Leicester, using any permitted route. Unfortunately, upon arriving at Manchester Piccadilly to connect to Nottingham and then to Leicester, I was unable to board the train due to overcrowding. I sought guidance from a train inspector who suggested trying the train from Oxford Road station. Despite catching the 20:39 train to Nottingham, I realized I would miss the connection to Leicester. Another inspector advised me to visit the help desk for assistance with a taxi to Leicester, as I had important commitments the next day. However, upon arrival at Leicester, the help desk was closed, leaving me to arrange my own taxi at 4am. I kindly request a refund for this taxi journey and have enclosed the Uber receipt for your reference. I look forward to your prompt response. Warm regards, Iqra H.

I traveled from Norwich to Gunton on the tickets TTDHB387Q93 & TTDHB387Q92 on 08/11/[redacted] at 13:45 on the Norwich to Sheringham line. Unfortunately, there was an issue with the carriage doors at Gunton Station as myself and two other passengers were unable to disembark despite pressing the door opening buttons. We had to continue to Roughton Road Station and then return to our intended stop, only to find no available trains before our required time. This experience was very disappointing and inconvenient. Best, Stuart U.

Hello, I need a pdf copy of my train ticket from DB, purchased through the "trainline" app. The invoice from the app was rejected, leaving me unable to justify the expense for reimbursement. The ticket was also not sent via email like my other purchases. The DB office in Hannover, Germany, couldn't retrieve it as it was purchased through an intermediary. Please provide a digital pdf copy of the following train ticket, excluding the "trainline" management fee: Company: DB (Germany) Ticket Type: Super Sparpreis / Standard Passenger: Águeda Pérez Ticket Price: 17.90 euros Route: Hannover Hbf - Hamburg Hbf Travel Date: 08/31/[redacted] Account Email: [redacted] Transaction ID: [redacted] Transaction Date: 08/29/[redacted] Payment Method: VISA card Card Number: ****[redacted] Águeda Pérez