TrainPal User Reviews

Trainpal B.V.

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Terrible Customer Service and Restrictive Features

Using TrainPal has been one of the most frustrating experiences I’ve had with a travel app. I discarded my physical tickets, thinking digital records would be enough for a refund – like most modern services. However, TrainPal required the original tickets and refused to offer any alternative, even though I provided proof of purchase. Reaching customer support was a nightmare; there’s no real helpdesk or reliable chat function, so I was left with no support during an already stressful situation.

Then, to make things worse, I discovered that the railcard I bought through TrainPal can ONLY be used within their app. When I tried to add it to the official Railcard app, it didn’t work. TrainPal never mentioned this restriction upfront, which seriously limits the railcard’s usability. I’m locked into their app, even though I’d prefer to switch to a more reliable service.

They offered a small voucher as compensation, but it doesn’t come close to making up for the time, money, and frustration I’ve wasted with this app. TrainPal’s inflexibility, lack of transparency, and poor customer service make it a bad choice for anyone looking for a dependable travel app. I strongly recommend using other, more flexible services.

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MrEmanAhmad

2 months ago

Average Service

The prices are attractive, but the quality of items can be inconsistent. Shipping times are generally acceptable, though occasionally delayed. Customer service is satisfactory but could be improved.

LiiyanSandidge

2 months ago

Cheap

I buy my tickets from here or the hull trains app seems to be cheapest so I compare between both booking your tickets from here change the times to see the option so if u 1am even tho no trains but got the full day options may be cheaper then putting 2am 5am etc so mess about the the times even if ur not from hull hull trains have great customer service so I would only use the 2 apps don’t always rush into buying your tickets can be cheaper closer the time plus seems to have different prices at different times in the day so 3am hull to Great Yarmouth return for 2 with railcard came up at £115 now at 930pm it’s £148 so choose your tickets and mess with the times plus check every hour til u get a price ur happy with. it varies

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Mck1h

5 months ago

Cheaper Tickets but Poor Implementation and Lousy Service

First, a caveat to say I still use this app because it's cheaper than the competitors since there are no booking fees, which make it significant cheaper for anyone booking advance tickets for regular travel.

This said its given me a a lot of grief using it. Mainly there are just a lot of features that don't work as intended or stop working completely unexpectedly. Examples :

1. You can no longer hide your email address through apple because the app stopped sending verification codes to anonymous email addreses. I had to delete my account and create a new one.

2. You can't amend a ticket, 15 minutes before departure. You can do this on other apps but not here. No one knows why and it's not listed in the ticket terms so there's no good reason.

3. If you book two refundable tickets at once and only use one, the app won't let you refund the unused ticket. Again, for no apparent reason except an invisible unadvertised "policy".

4. The customer service is polite but completely untrained. They struggle to help if you have anything beyond a very standard problem. Worse, they will confidently point you in the direction of a solution that doesn't help you and actually ends up wasting a lot of time, just so they can close the ticket.

Overall I still use it because it's cheap but it's buggy to the extreme.

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A.A-R

5 months ago

Response from developer

Hi , we appreciate you letting us know about your experience, and we are sorry for any inconvenience you have encountered on your reservation. It is not the service we expect you to receive from our side. Your feedback is important to us, and we would appreciate the opportunity to address your concerns. We will reach you through email to update the refund status. Thank you again for your time in leaving this note for improvement.

Purposefully Lacking Features

It’s beyond me why adding a ticket to your account is not a standard feature. Can only do via the app and most of the time it doesn’t show up. Only hope is to email the support line which of course is extremely glitchy through their support form. Clearly trying to squeeze extra money out of anyone who needs to make an update to their booking. Had to go an extra hour earlier to the train station to find someone actually helpful to update my ticket.

Could design better customer service if they’d put even 10 minutes into thinking about this - which tells me they simply don’t care.

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American_Patriots

6 months ago

Response from developer

Hi customer. We appreciate you letting us know about your experience, and we are sorry for any inconvenience you have encountered on your reservation. It is not the service we expect you to receive from our side. Your feedback is important to us, and we would appreciate the opportunity to address your concerns. Please reach out to our customer service team directly, and we'll do our best to assist you. Thank you again for your time in leaving this note for improvement.

Poor app

Every time when I quit the app, it would maximise my phone’s screen brightness which is quite irritating. I reported this issue previously and your app developer asked me to get in touch with the customer service. Seriously?

Sgidnskdn

6 months ago

Response from developer

No discount offer.

Promise to give cash back and offers but not available anytime
No bus coach options ever come up even if option is on.

BogW

7 months ago

Response from developer

False impression

BEWARE. I was thrilled at first, but then I found it is a sneaky system. Apparently “free” to change advance tickets but when I tried 3 times 4 days before travel, the additional cost of the change was the same as a new single from SWR. I tried contacting to check if this was true but by the time the company replied, my travel dates had passed. Different customer service individuals have each replied stating I had to change before the date of travel despite missing I had repetitively tried this and was questioning the con which is that “changing” fee free is actually just buying a new ticket.
£25 lost and no plans to ever use this company again. Safer directly with SWR who at least are honest about non-refundable.

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Ohhellothereyou

8 months ago

Response from developer

Unfortunate change has been made somehow.

It used to be a very good discount app from what I knew, but when I came back to use it after a year's absence, all the virtues seemed to have disappeared, which disappointed me. 1. There aren't many discounts compared to the Trainline app. 2. The departure and destination names seem to be incorrect. For example, even when I enter Heathrow airport, the results show buses to St. Pancras, which is confusing and could cause trouble. 3. There are fewer options for round trips. Whatever ticket I choose, usually displayed in the upper right, they show a cheaper option ticket at a different time. However, when I choose a roundtrip, this cheaper choice only allows me to pick the outbound time and a random return time, which is awfully difficult to use. Sometimes the cheaper option is never shown in the first list of choices. 4. Unkind customer service. I once asked a question about how a round ticket functions, which I knew must be written somewhere but couldn't find. They responded quickly, saying 'read here'. I suppose customer service should typically answer the actual question regardless of whether it's written somewhere or not? (At least all the other services I know maintain that minimum level of manners). Maybe the change of price is unavoidable, but you should fix points 2 and 3 as well as point 4 in terms of manners?

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wagnudg

8 months ago

Response from developer

Hi customer. We appreciate you letting us know about your experience, and we are sorry for any inconvenience you have encountered on your reservation. It is not the service we expect you to receive from our side. Your feedback is important to us, and we would appreciate the opportunity to address your concerns. At the moment, we found the problem has been solved. Thank you again for your time in leaving this note for improvement.

No cancellation!! SCAMM!

This app is the worst ever, firstly unlike other providers train pal doesn't allow customers to cancel the tickets even if the mistake has happened and you want to refund the ticket immediately after purchase. Usually as a customer you should be entitled to a 15min cancellation window after the purchase of the ticket. Instead when using the Train Pal you have to buy a new ticket and hope the customer service will get back to you.. ( if you are lucky you will receive a small refund (less than 30% of ticket value) because they take they keep the rest of the money to charge the admin fee. Not to mention there's no telephone number so I don't see any reason for charging the admin fee when there's no support and the app is intentionally designed to mislead the user so that they can submit the complain. Additionally, the app didn't sync with the webiste so as the first time user my data was completely lost. And I had to make the complain. When prompted to the help window the FAQs instructions weren't helpful. Clearly app has issues and bugs, there is no support, users get charged the admin fee for 0 service and we've lost all our consumer rights and self respect when purchasing tickets from Train Pal.

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Train Pal User