The Trainline Customer Service Issues

On Tuesday, August 7th, my wife and I had seat reservations for the 12.57 train from Darlington to Peterborough. My wife, who has physical and mental disabilities, relies on having seats for our journeys. Unfortunately, this train got canceled, and it caused some stress for my wife since we had another connection at Peterborough with reserved seats. The staff at Darlington were helpful and guided us to alternative train options to ensure we could still make our connection. We had to stand between Darlington and York, which wasn't ideal for my wife, and the train ran 7 minutes late, making our connection tight at York. The York to Peterborough train was also delayed, leading to a quick switch at Peterborough for our Norwich train. Luckily, we caught all our trains in the end, even though there were no reserved seats for the last leg of the journey. While we usually don't face issues on this route, this journey was particularly stressful for my wife. I am aware that we may be eligible for compensation due to these circumstances.

I made a booking for myself and my 12-year-old son through your app. Here are the details of our journey: - August 6th: Blois Chambord to St-Pierre-des-Corps at 12.02, arriving at 12.35 (Train operated by SNCF, destination Nantes) - Connecting train from St-Pierre-des-Corps to Paris Roissy CDG at 13.02, arriving at 14.42 - Flight from Paris Roissy CDG to Manchester at 17.15, with a 2.5-hour layover Unfortunately, our initial train broke down after leaving Blois, resulting in a significant delay. We were unable to reach the airport in time to catch our flight due to this unexpected incident. I am seeking reimbursement for the two train tickets and two airport transfer tickets, as we missed our flights. I have documentation from SNCF regarding the train delay citing 'catenary failure'. The total ticket cost from Trainline was £[redacted].86, and from Easy Jet, it was £[redacted].34. I appreciate any assistance you can provide in resolving this matter. Thank you for your attention to this issue. Best regards, J. Thomas

I experienced challenges purchasing a ticket on the Trainline app, as it took several attempts over multiple days to process successfully. Upon arrival at the station, I realized the ticket was booked for the wrong date despite double-checking. Unfortunately, I had to buy a replacement last-minute ticket at a £60 premium due to travel constraints. Regrettably, I was unable to reach Trainline for assistance as there was no one available, and I could not find relevant information on the app. The ticket is scheduled for Monday, August 27. I am unable to locate a contact number and can only reach out via this email provided by a third party. Although the ticket is non-refundable, I am kindly requesting a refund given the circumstances. Best regards, Stacie F. Email: [redacted]

After being misinformed by your website, my friends and I were sent to a coach station outside Reading at 3.25am, only to discover it was closed until 5.40am. We were left waiting in the cold for 2 hours, resulting in me falling ill with the flu. I am requesting a full refund for all 4 tickets due to this unacceptable error on your part. It is essential that you correct the misinformation on your website, specifically directing customers to a closed station at night. Despite the inconvenience, Uber was unavailable, and the cab we called refused to pick us up. This situation was not isolated, as others faced the same issue. We were close to taking a £90 cab home if it weren't for others in a similar predicament.

I reserved a ticket for a journey from Penryn to Cheltenham on October 26th, [redacted], which I booked on October 16th. The night before my scheduled travel, I attempted to download the ticket from the app without success. It seems I may have activated the ticket prematurely, causing it to be unavailable for my actual travel day. I ended up purchasing another ticket to make my journey back home. Being a student residing in Falmouth, this was my first time booking a ticket this way, and I believe I made an error during the booking process, likely due to activating the ticket too early. I am kindly inquiring if it is possible to request a refund. As a student managing limited finances, incurring this additional cost is burdensome. I appreciate any guidance you can provide on this matter. Thank you for your assistance. Best regards, Ellie Price

I would like to request a refund or credit note following our excessively overcrowded and unsafe train journey to Manchester yesterday with our children. The experience was frightening, with standing room only and overcrowding both ways, leading us to take a costly taxi home. It was not safe to board the crowded trains with young children. This has discouraged us from using the train on Saturday afternoons again. I urge the authorities to address these safety concerns promptly. Thank you. Best regards, J. Jones

Subject: Ticket Refund Request for Booking References G92XNRFX and HGHR4J7X To Whom It May Concern, I regret to inform you that I am unable to utilize the tickets booked under the references provided above, due to unforeseen circumstances. I had initially planned the visit to meet a colleague at their university, but I have recently learned that he has relocated back to college. Kindly consider processing a refund for the mentioned tickets. I apologize for any inconvenience caused by this situation. Thank you for your attention to this matter. I eagerly anticipate your response. Please communicate with me via email at [redacted] Best regards, Cara W.

I need to print my ticket urgently for my early travel tomorrow, as the hospital requires the original tickets, not just the invoice. The reference number to print the ticket was not included in my email confirmation. Despite attempting to contact the trainline through Twitter yesterday at 19:30, I did not receive a response until today, forcing me to download mobile tickets. I hope to obtain duplicate copies of the actual tickets to submit for my expense claim at the hospital. Please send them to me as soon as possible. My contact email is [redacted] Thank you. - N. Narasimhan

On Saturday, the 1st of December at 6:17 pm, I took the train from Meadowhall to Grimsby with first-class tickets. I invested more money hoping for a more comfortable journey compared to standard tickets. However, I was disappointed to find the first-class carriage overcrowded with standing passengers. Upon reaching my reserved seats, they were already occupied, and I had to ask the occupants to move, which they did reluctantly. I was surprised when told that requesting our reserved seats shouldn't be necessary. To add to the frustration, one passenger even sat at our table's end. I strongly believe I deserve a refund for the additional cost of the first-class tickets.

Booking Reference: [redacted]-[redacted] On December 15, [redacted], we took the 14:35 train to Bolton with the first stop at Manchester Victoria. Next, we needed to reach Manchester Piccadilly, but there was no train available, forcing us to take a 35-minute walk in the rain. We had to pay for the bus since the "free" one never arrived. Upon rushing to the station, we faced issues at the check-in because our tickets wouldn't work in the machine. This led us to board the wrong train bound for Euston, along with rowdy football fans, as the correct one departed. When we arrived at Euston, we realized we needed Euston Square and had to navigate the station quickly after a long delay, making us late to Manchester Piccadilly. Due to these unforeseen delays, we now wish to change our return one-way trip. Despite my husband creating an account, we are unable to access our booking. Can you please assist us with changing our return journey scheduled for December 27, [redacted]? Thank you. - S. F.

Hello, I purchased a return ticket on Thurs, 21st Feb to visit my friend in Cambridge (ref: 4LT67427). I intended to stay overnight and return the following day, so I selected the "open return" option assuming it meant I could return on any train within a month. However, when I tried to board the return train, I was informed that I had a day return ticket instead. I am confused as to how this happened and wonder if others have faced similar issues. I ended up buying another ticket for my return journey, costing me a total of £50:50 (Ticket number 78[redacted][redacted]). While I acknowledge the slight possibility that I may have mistakenly not clicked on the open return option, I believe there may have been a system error or confusion due to the website interface. I am not trying to avoid paying the correct fare, and I am seeking a refund for the extra amount paid, minus the cost of an open return ticket. I hope for your understanding and a resolution to this situation. I am willing to provide relevant tickets, receipts, or even a testimony from my friend to support my case. Best regards, Dave

I would like to purchase tickets for 2 seniors and 2 adult females for overnight train NL [redacted] from Naples Centrale to Genoa Piazza Principe on July 1, [redacted]. We plan to leave at 21:46 and arrive in Genoa at 6:01 on July 2. My spouse and I want to share a 2-bed cabin, and our daughters wish to share another 2-bed cabin. When I checked the online booking, I noticed that one cabin has seats 31 and 35, while the other cabin shows seats 22 and 26. I want to confirm if the total cost of the non-refundable tickets for our family amounts to $[redacted].14, if we will indeed be accommodated in the cabins together, and whether the tickets are economy or insieme. Thank you. - J. Bartolomucci

Subject: Displeasure Regarding Trainline App Dear Support Team, I am writing to express my dissatisfaction with the Trainline app. I mistakenly purchased a ticket from Leicester to Kettering. Upon realization of my error, I tried to refund the ticket, only to discover that I would receive a mere £6.20 back from the original £13.40. I strongly feel that I am entitled to a full refund as my mistake did not impact anyone else but myself. Furthermore, the subpar service provided, with trains running late, unclean conditions, and lax ticket checks, further justify my request for a complete refund. If the service does not improve, I am considering discontinuing the use of your train service. I hope this message is received constructively for future improvements. Best regards.

I made a return booking for a trip to London on August 26th from Motherwell on the 11:24 train. Unfortunately, my experience on the overcrowded Virgin train from Carlisle to London was disappointing as I had to stand the entire journey. This has made me apprehensive about my scheduled return journey on September 1st on the 18:28 service to Motherwell, prompting me to drive instead. I paid a total of £[redacted].50, including a booking fee, and have all my tickets as proof. I am requesting a full refund due to this unpleasant experience. Yours sincerely, J. McD.

I had booked an open return ticket from Ashchurch for Tewkesbury to Bournemouth for October 4th with the intention of returning on October 6th. The delay on my inbound journey caused me to miss my connecting train, making me approximately 25 minutes late upon arrival. On my way back, I planned to catch the 15:50 train from Bournemouth back to Ashchurch for Tewkesbury, arriving around 19:55. However, I could only go as far as Southampton Central before having to turn back due to the cancellation of my connecting train from Bristol Temple Meads to Cheltenham Spa (a CrossCountry service to Manchester Piccadilly). As no other trains were available that evening, I had to return and make my outbound journey on October 7th at 07:30, reaching Ashchurch for Tewkesbury at 11:59. I am wondering what compensation I might be entitled to for these disruptions.

Due to a family crisis, we missed our train at Manchester airport because the staff member provided the wrong platform information, causing us to miss our paid earlier train to Leeds. The incident occurred on Tuesday, December 10th, at 9:30 a.m. when we were supposed to board the 9:47 train. The lack of concern over the correct platform by the staff member was disappointing, especially considering my mother's tired and emotional state. As a result, we arrived in Leeds at 12:30, significantly later than planned. We anticipate a prompt response from you regarding this matter.

I purchased two train tickets from Marylebone to Banbury using a guest account and PayPal at approximately 9:30 pm on December 11th for a train departing at 9:40 pm. However, I did not receive the tickets on the app despite being charged. I ended up buying additional tickets at the train station. I have screenshots on my phone for reference if needed. Thank you.

We experienced a cancellation of our train journey on Saturday, the 14th, from Letchworth, Hertfordshire, to London. I visited the website to request a refund for my fare and was surprised to discover that an admin fee of £10 would be deducted. This seems unfair as the cancellation was not due to any fault of mine. To make alternative arrangements, I had to take a £33 cab ride to Luton to ensure our planned overnight stay was not ruined. The original fare for my husband and myself was £27 each, totaling £54. Considering the circumstances were beyond my control and no replacement travel options were available, I kindly request a refund for the full fare of £54. My booking reference is 4LKKR794.

I saw a direct coach journey on the Trainline app from Portsmouth International Port to Brighton Coach Station at 3:12 pm on Thursday, December 26th, so I purchased a ticket since there were no trains available on Boxing Day. Upon arrival, the port staff informed me that there were no direct coaches from Portsmouth to Brighton and nothing was due that day. After waiting past the scheduled time, staff confirmed no coach was going to Brighton and identified my service number ([redacted]) as going to Gatwick, contradicting my ticket stating "0 changes." If I'd known I had to go to Gatwick first and then change for Brighton, I wouldn't have bought this ticket. Now, I need to buy a train ticket for early Friday morning since I have work in Brighton. I feel disappointed about the misinformation and would like a full refund of £14 for the ticket and £1 booking fee, totaling £15. I'm unsure if I can attach images here, but I can provide screenshots of my e-ticket and receipt if needed. Looking forward to your prompt response.

I purchased tickets for a day return from London Waterloo to Hedge End on 1st January. Unfortunately, I later discovered that the train schedule has changed, and the train I reserved is no longer available. The last train does not run as late as I require. I am now exploring other transportation options and may need to cancel my existing tickets to buy new ones, incurring an unnecessary fee. I believe I should not be charged this fee as I was not notified of the train schedule changes. Should I proceed with changing my tickets or is there another recommendation you can provide?