Trainline.com - AVOID!!!!!!!!!

smilelols

Hi all
I'm a regular poster on other forums and never needed to post of this particular forum, but have also kept an eye on what other people have been experiancing, but sadly today changes all that!

I booked tickets to go away from the weekend (as suggested to save money) I booked in advance using trainline.com

Put in all my details of what I wanted - no problems, within minutues received my confirmation and I noted straight away there was a problem.

Followed there advice which was to email them (they state not to phone as you get a better/quicker response by email).
Recieved no response (but figured you ought to give 24-48 hours for a response)
Got home tonight, to find the wrong tickets waiting for me.

Phoned them straight away to intially speak to an advisor who couldnt even get my name right and wouldnt listen to me so asked to speak to supervisor. Intially he didnt want to put me through, saying they wouldnt say anything different to what they say.
Eventually got through to a supervisor, who told me that the whole problem was my fault and that I should have phoned if I thought there had been a problem in the first (directly contridacted what there email said) - pointed this out to them

They then denied recieving my email. And asked me to send another email claiming that they would receive any email within seconds (from my confirmation email) which I did twice whilst on the phone to them. Neither email was recieved. - pointed this out to them
Also discussed the booking process and what they claimed happened. Again evidenced how what they said happened didn't.

Was then told I could send the tickets back for a refund (less a £10 admin fee). Pointed out how I was very unhappy about this, given the problems were caused by there website. He said that 'glitches' happens all the time with web sites and they weren't responsible for any problems that followed.

Also asked for an address to send a formal complaint to (as in case you may not of realised I'm very unhappy!!). He refused to give me a contact address for complaints, saying he would give verbal feedback to the advisor I spoke to intially and that was all!

hollydays

You need to ring again,speak to someone else.Ask for how to escalate a complaint.Doubt you will get far though.

cactuspotty

It's my first post on here, but wanted to say - keep pushing them. I booked some tickets with trainline.com a couple of months ago and needed to get a refund. I kept emailling them and received a full refund (no admin charge) this morning! Happy days!

DKLS

Any alternatives? I use Trainline, 2-3 times a week to book tickets to London, so far I haven't experienced any problems, and found their telephone helpline, surprisingly helpful.

TighterThanTwoCoatsOfPain

use them all the time with no issues at all.... looks like were just unlucky..

Can you just confirm what happened? Did you book tickets and get a confirmation for a totally different route, or was the time / date just the wrong one (leaving it open that it may have been your error?)

I'm just curious as i'm guilty of checking and triple checking, but then usually dont review my confirmation as rigorously!

biscit

DKLS wrote: »

Any alternatives? I use Trainline, 2-3 times a week to book tickets to London, so far I haven't experienced any problems, and found their telephone helpline, surprisingly helpful.

Go direct to the website of your TOC, they sometimes even do discounts on their own tickets. There are loads of sites do train tickets.