Convenience Bogged Down by Cluttered UI
Trainline’s strength lies in its ability to conveniently search and purchase tickets regardless of operator, however that convenience is hindered by an over cluttered maximalist UI which makes it easy to mispurchase tickets. This same overengineered UI also hides valuable journey information behind several clicks and menus - requiring you to navigate a maze of similar looking layouts - most of which contain no valuable information at all - to access crucial data such as stop names, platform assignments, and train termini.
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Shockingly bad service
I’ll never buy through Trainline again. Purchased a £90 train ticket from Edinburgh to London, train was cancelled. The app and website are conveniently set up to not allow a refund to be processed. So called the helpline where I had to communicate with an AI bot. Ridiculous and of course couldn’t help. Got put through to a real person who I assume was in India - the background noise in the Callcentre plus his thick accent made it very hard to communicate. But I did get the message that the only way to get a refund was to post back the tickets ideally via recorded delivery at MY expense. Tried to escalate my complaint to a supervisor who was unsurprisingly busy. Apparently they’ll call back.
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Good when it wants to work
When it wants to work it’s fine. But more often than not it just crashes, takes ages to load. You’d think you have no wifi or signal, but you do, it’s just the app
Trainline
Amazing app. This is a must for university students!
Hidden fees
They add their “booking fee” at the checkout. From now on I simply buy the physical ticket at the station.
Frauds
I paid for a ticket worth £12.79 to catch the next train after I missed the train. They never sent me my ticket or booking confirmation. I then had to pay for the same ticket, A SECOND TIME just so I could get the train to work on time. I had also booked a return ticket for 2 days later at the same time, worth £19.69. They once again, failed to give me my tickets or booking confirmation so I had to buy a new return ticket on the day just to be able to travel to work. Since contacting them, they claim to have only received one payment for a ticket or claim that I have used the ticket I paid for YET I NEVER RECEIVED IT???? I am now missing around £33 from my account due to their systems mistakes and they will not refund it.
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Dan Phillips
Was sold split singles at the cost of £26 when a normal single was £13.70, customer service did not seem to care. People who worked at the station confirmed the app was awful, fool me once train line, not again…
Bad Customer Service
I had a train cancellation, for which the Trainline app prompted me to change trains to the next service, but not telling me that my original ticket would have been valid on the next train.
After contacting customer service about this they refused to give me a refund, overall poor response and app design to not make customers aware of this cancellation policy and then prompting them to spend more to buy a last minute ticket.
After contacting customer service about this they refused to give me a refund, overall poor response and app design to not make customers aware of this cancellation policy and then prompting them to spend more to buy a last minute ticket.
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Works Great!
Updating this review as I left a really bad one on this accidentally instead of the ScotRail app! So sorry! Trainline has always worked really well for me woooops
The iPhone widget deserves improvement
The widget used to be excellent, when you tapped it, it would immediately open the specific favourite journey, the next and all of the subsequent departures.
This was so handy for being able to see subsequent trains and any delays quickly, as often the next train might be due in the next 2 minutes, so not one I can realistically make.
It was such a strong widget that I had a whole page of them on one page of my iPhone Home Screen, for different routes into the city, and different routes back.
Right now, when you tap a specific widget, it just takes you to the home page, so you have to navigate to your favourites and then swipe through them to find the right one.
Alternatively, maybe in smaller text, the actual widget could include the following departure, not just the next one. Which would then help avoid the issue entirely. Or maybe even consider a larger widget with more space for information.
Thanks
This was so handy for being able to see subsequent trains and any delays quickly, as often the next train might be due in the next 2 minutes, so not one I can realistically make.
It was such a strong widget that I had a whole page of them on one page of my iPhone Home Screen, for different routes into the city, and different routes back.
Right now, when you tap a specific widget, it just takes you to the home page, so you have to navigate to your favourites and then swipe through them to find the right one.
Alternatively, maybe in smaller text, the actual widget could include the following departure, not just the next one. Which would then help avoid the issue entirely. Or maybe even consider a larger widget with more space for information.
Thanks
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Very poor app
This app is very bad at giving info on delayed trains and updating of platforms. Also lies as says delayed trains have departed when they are still delayed in the station. Either today’s available technology this is poor.
Great easy app
Always use train-line, no queuing. So convenient and tracks your journey for you and informs of delays.
Brilliant
This is a brilliant app, so easy to use, and quick
Efficient and easy to use
Like the format on the Trainline, easy to use and efficient.
No customer service
They make you go through process for contact us and you are just left with FAQ you gave me wrong tickets no way to resolve
Distractions
So many pop up windows, useless options, overall so confusing and with very aggresive marketing so one can easily get distracted and make a mistake. Much better if you go directly to the train company website that are much more practical.
Simple
Brilliant app, simple to use
Brilliant
😜
Solid app, dodgey tactics
The app itself is very good & a solid platform for tracking & buying. The issue is any refund or compensation has to be done through the company running the rail service. I pay Trainline, it leaves my bank as Trainline, Trainline should pay me any refunds!
Useless
Absolutely useless chucked me out 3 times and every time the price went up and up and up. Confirmed in my payment app and it still doesn’t have my booking
