Trainline Complaints

clair.alvarez

i know this is a old thread.. but..

i got some tickets thro trainline as in past thay had been really good..
anyway this time i had to book 3 separate journeys the toal cost of all 3 booked at same time was £64.30.
next day 3 individual payments for the individual journeys went thro.. ok
now the next day i had paid all my bills and whatnot and had left in my acc £56.. enough for my online shop that was due the next day (sat) and to get my daughter to her hospital appointment on the monday.
saterday comes along and i get a email from asda saying my shopping has been cancelled.. i look in my acc and whats happened its missing £64.30and put me in overdawn by £7
i calls the bank they tell me thats it seems trainline tried taking payment for the 3 individula trips and one big one for all 3 combined.. so paying for my tickets twice
now ofc as this put me overdrawn the £56 that i had put aside is now 'in limbo' i talk to the bank they tell me they need trainline to fax them some info and give me all the info they need
i email trainline and they refuse to do anything untill i give them a bank statement proving they took the money.. which ofc i can't do as its not fully left my acc and is pending...
no mater what i tell them they are being so bloody obsinate refuseing anything with out the bank statement

thankfully my bank (nationwide) is lovely and i will get the money back... all be it in 7 working days

this could be sorted in 48 hrs if trainline would just fax them.. but no...

i can assure you i will never use them again

Aussie_Tourist

Purchased two tickets recently on thetrainline up to Birmingham.
Just after we left Oxford Station train stopped and after sitting for two hours train returned to Oxford.
Train company useless so had to hire car to get to destination.
Politely asked thetrainline for refund and then the nonsense started.
This company has very poor attitude to issue resolution and all they want to do is pass the buck and not accept responsibility.
0 out of 10 to customer service in my opinion and advise all others to exercise caution to deal directly only with train company providing the actual service, not a wholesale broker which is what this mob appears to be.
They want to clip the ticket but not earn it.
Bloody useless in my view.

Nodding_Donkey

Go by car, you wouldn't have these problems then.

Oh, you did

buglawton

Using Trainline's online system to try to find a sleeper booking for 2 to Scotland failed due to their byzantine online system. A lengthy search (that needed a weird 2nd time around every time) would always end in a supplement not found or TOC violation message.

So I moved on to the Scotrail site. Better search system but same booking back-end. Failed again.

Finally phoned Scotrail who on the phone were somehow able to work back from available sleeper berths and create a working booking. It was worth the booking fee and the reference code allowed local ticket pickup. BUT they did quote £50 for a separate Scottish journey which I declined and found online for £25.

In theory online search and booking has the advantage of fully comparing routes/prices and doing all the booking when ticket offices are closed or overcrowded. So I've been reading this thread with interest!

ic

Aussie_Tourist wrote: »

Purchased two tickets recently on thetrainline up to Birmingham.
Just after we left Oxford Station train stopped and after sitting for two hours train returned to Oxford.
Train company useless so had to hire car to get to destination.
Politely asked thetrainline for refund and then the nonsense started.
This company has very poor attitude to issue resolution and all they want to do is pass the buck and not accept responsibility.
0 out of 10 to customer service in my opinion and advise all others to exercise caution to deal directly only with train company providing the actual service, not a wholesale broker which is what this mob appears to be.
They want to clip the ticket but not earn it.
Bloody useless in my view.

You don't get a refund/compensation from the trainline, you get it from the train company. Ask at the station ticket desk.

LexyBoy

Check out the Delay Repay page on CrossCountry's website. Compensation for delays is made from the operator which first caused you a delay. You will be entitled to a full refund, although if you booked two singles you might be lucky to get a refund on both directions. XC has been very reasonable in my claims though.

For future reference, the fares between Oxford and Brum are a rip off, try splitting at Banbury and/or Leam.