The Trainline Customer Service Issues

Hello, I want to address an issue with a company called Shopper Discount Rewards concerning charges my wife incurred over the last 12 years. It has recently come to my attention that she has been charged £10.00 per month, totaling £[redacted].00, without her knowledge or consent. Upon investigation, it appears that the rewards account was activated when my wife purchased a train ticket in August [redacted] from Trainline, without her intentionally signing up for the scheme. There was no direct debit authorization, leading to these monthly deductions. I am currently working towards recovering the funds taken over the years. I am puzzled as to why Trainline collaborates with Shopper Discount Rewards, allowing them to access my wife's financial information without her consent. Reading reviews, it seems others have faced similar issues, unknowingly enrolled in this scheme. This practice appears dishonest, and I question Trainline's association with such practices. Best regards, James

Hello, I made an error while booking my return ticket from Reading to Paddington. Instead of selecting Reading to Paddington, it was booked the other way around and cost me more than expected. I intended to pay £14.95 with a network railcard for the correct route. Due to this mistake, I paid £33.10 for my journey. The correct journey I wanted was from Reading to London outbound and back from London to Reading inbound. However, I had to use my inbound ticket from Reading to London to reach Paddington. I am unable to find the refund option on the website to rectify this issue. I kindly ask for a refund of the difference which amounts to £18.15. This mistake was unintentional, and the fare I paid does not align with the actual routes I will be traveling on. I boarded the 16.45 train from Reading to Paddington and will return from Paddington to Reading after 8 pm. Thank you.

The bus I took from Paris to Mannheim was delayed by 4 hours, causing me to miss my connecting train to Nürnberg. It was a terrible experience having to wait with my daughter at the Mannheim train station late at night instead of already being in Nuremberg. The added expenses of arranging alternative transportation further compounded the frustration. Despite this, Trainline refuses to issue a refund, insisting that the train departed punctually. This policy seems unfair given the circumstances surrounding the delay of my initial bus journey.

On Saturday, December 3rd, we had a booking for the 8:45 am train to London Waterloo from Brockenhurst. Unfortunately, the two trains before ours were canceled, and when our train finally arrived 30 minutes late, it only had 5 carriages, causing overcrowding and preventing anyone from boarding. As a result, we had to drive to London instead due to the chaos. Since we were unable to use our tickets, I am requesting a full refund. Could you please provide information on the process for obtaining this refund? Best regards, Penny Brockway

I checked my train tickets on the TrainPal app for my trip from Berkhamsted to Southport with 4 changes. The app shows the train as cancelled without a reason, but it seems like bookings are still open on Trainline. I want to avoid getting stuck in the bad weather, but I'm unsure if the train is genuinely cancelled. Can anyone clarify this for me? Thank you. - Tracey R.

Hello, I currently have 2 pre-booked tickets for a direct route from Stockport to Ely train station. Unfortunately, our journey was canceled due to a strike in Nottingham. Can we use these tickets to return via an alternate route through Birmingham to Ely without encountering any issues other than the original ticket we bought? The ticket states a condition to stop at Nottingham, which is now not possible. We already have a non-refundable hotel reservation, adding to our predicament. Any assistance would be greatly appreciated. Thank you. S Baer

I and my group are scheduled to travel to London on December 29, [redacted]. Unfortunately, our return train at 20:18 is set to be canceled due to an overtime ban. This poses an issue as I have work obligations and cannot afford to be stranded. I am inquiring about the possibility of obtaining a refund for our tickets or if it is feasible to reschedule for a future date. The transaction ID for my purchase is: [redacted]75. Thank you.

I purchased a round-trip ticket for my friend from New Eltham to Leeds for travel on Tuesday, December 21st, and return on Wednesday, December 22nd. I mailed the tickets last Thursday, but my friend hasn't received them yet. I forgot to opt for the £1.85 insurance when I bought the tickets. I am wondering if I can still add insurance today and what the procedure will be if the tickets do not arrive by the weekend. The transaction reference is f7254b4g. Contact me at [redacted].

Hello, this is Andrea Vallance. I have a train journey booked with you for December 29th, but I urgently need to change it to December 20th. Currently, I am in India and the Wi-Fi connection is unreliable. I have been trying for days to change the booking without success. I am also requesting an earlier departure time than what was previously confirmed. I have an e-ticket confirmation that I couldn't send you due to internet issues here. My husband is battling cancer and has also contracted Covid, so it is crucial for me to get home quickly. Please respond to me as soon as possible. Thank you.

I need to request a refund for two coach tickets I bought for the 18th of December at 8am. Regrettably, I accidentally bought them twice due to not receiving a confirmation code in the app. Instead of an in-app code, I received an email confirmation this time. I was also oblivious to the fact that I could adjust the ticket time. Consequently, I missed the initial coach at 8am and caught the subsequent one around 9am.

Dear Sirs, I have received my £38.40 refund for my £[redacted].90 advance ticket booking. While I understand the cancellation handling charge, I believe the amount refunded is insufficient. On the day of travel, the 7:58 train from Sandwell and Dudley to Birmingham New Street was delayed, causing further cancellations and disruptions to my journey to Euston. I acknowledge the impact of industrial action and weather conditions, but I still find the refund reduction to be unfair. I had travel insurance on my ticket and had to purchase additional tickets to attend my meeting. I kindly request a review of the refund offer. Kind regards, Julian C. Sent from my iPhone

I am disappointed as my train was cancelled, causing me to miss my concert. Upon requesting a refund for the ticket, I only received £3.30 instead of the full £12.30. I find this situation unacceptable and demand a complete refund. It has been challenging to locate Trainline's chat service, despite their claims of easy access. This recurring issue of inadequate refunds must be addressed.

I have a digital senior railcard but don't own a smartphone. Instead, I use a Kindle Fire during my train travels. However, I'm having trouble displaying my railcard to the inspector. I resorted to printing a copy, but it was rejected last time. I'm able to show my train tickets on the Kindle Fire, but not the railcard. How can I make my railcard appear on my Kindle Fire for inspection purposes?

To whom it may concern, I am writing to address an issue with the train tickets I purchased online for my daughter and her friend traveling from Trieste to Milan on 05.01.[redacted] and back from Milan to Trieste on 09.01.[redacted]. I bought the tickets on your website and received three emails: one for Trieste to Milan, one for Milan to Venezia Mestre, and an expense receipt. However, I did not receive the ticket for Venezia Mestre to Trieste. Although I thought the change was okay, they faced difficulties on the train. I tried to explain to the conductor over the phone that I had purchased all the tickets as shown on the expense receipt, but they were fined 2 x 86.42 EUR = [redacted].84 EUR. This was a poor experience for two young students without their own money. I believe not receiving the ticket for that leg of the journey was your error. I kindly request a refund for the fine. I look forward to your prompt response. Best regards, Barbara

Good morning, I am Raffaella Calderone, one of your loyal customers who has encountered a significant inconvenience/service issue. As you can see from my email account ([redacted]), on Thursday 26/1, I made a reservation for 3 people round trip from Milan to Florence (February 4) and Florence to Milan (February 5). The first booking went smoothly, and I received an immediate confirmation email with the tickets. However, when I tried to book for my sister, Sara Giulia Calderone, the screen disappeared after entering the credit card details, and I did not receive an immediate confirmation email as before. Worried about missing the trip, I repeated the process and received two confirmation emails a few minutes later for the same train on the same days at the same time. I realized the issue and immediately tried to contact you, but it was after hours (at 8:55 pm), and I have been speaking with your operators each day from Friday morning until now. I believe it would be reasonable, considering the circumstances beyond my control, to promptly cancel and refund one of the duplicate transactions (EXE5KN) since there are still 3 days left before the trip and acknowledge the technical problems that occurred. I am hopeful for a swift, kind, and positive resolution. Thank you for your attention. Sincerely, Raffaella Calderone. [redacted]

To whom it may concern, I am requesting to change or refund my ticket due to my current condition as a 69-year-old senior US citizen. The information under the "Manage this booking" section displayed on the website is not clear. It shows two lines of information: 1. Refund Tickets and 2. Change date/time. These options should be more visibly marked, perhaps by changing the font color or making them look like links or buttons. I kindly request an exception for the refund of my ticket from Karlovy Vary to Berlin Hbf (tief) with the booking reference RZHRSO, at a cost of $33.91. I will ensure to check the status of my ticket more effectively in the future. Thank you for your assistance. Sincerely, S.P.

Dear forum members, Planning our first European train journey to Italy this June. We are seeking advice on booking tickets for the following itinerary: 2/6 London to Paris, 4/6 Paris to Munich, 6/6 Munich to Verona, 8/6 Verona to Ladispol/Cerveteri via Rome. Planning to travel 1st class from Paris onwards. Have a few questions: 1) Can we print tickets at home? 2) What happens if we miss a connection due to a delay on a non-flexible ticket? 3) Confused about seat selection, especially between Verona and Rome. Prefer two seats together with a table. Are shaded areas indicating tables? 4) Is it better to purchase tickets now or closer to the departure date? Many thanks, J & S Leach

Good afternoon, I am in Texas, USA. I bought tickets from Narbonne to Carcassonne, France this morning. I got a confirmation email, but 5 out of 7 tickets have the wrong last name. The first names are right, but the last name says Wireman instead of Wurman. I think it could have been an autocorrect error. How can this be fixed? Thank you in advance for your help and reply.

Hello, I recently made reservations for travel within Italy with my family, consisting of two adults and two children. I encountered a discrepancy in the ticket pricing where the tickets from Rome to Florence were charged for two adults only, and the tickets from Florence to Venice were charged for four adults instead of the correct count, including my children who are under 14. I made the payment yesterday and realized the mistake today. I would appreciate any assistance in resolving this matter. Thank you.

Sehr geehrte Damen und Herren, Letzte Woche habe ich versucht, Tickets nach Paris zu buchen. Es hat mehrere Versuche gebraucht, bis die Buchung erfolgreich war, jedoch wurde der falsche Zeitraum ausgewählt. Ich plane vom 01.04 bis 04.04 in Paris zu sein, aber die gebuchten Tickets sind für den 03.04 bis 06.04. Das passt mir leider nicht, da ich an einem wichtigen Termin teilnehmen muss. Könnten Sie bitte eine Rückerstattung oder einen Umtausch anbieten, da der Fehler bei der Buchung von Ihrer Seite kam?