The Trainline Customer Service Issues

Hi, we require assistance resetting and updating passwords for our ABB employees' Trainline accounts to align with the default password for Traveldoo. Previously, each employee had an individual account, but now they need to utilize Traveldoo and Corporate accounts to book Trainline. It seems their private passwords and emails do not match, likely due to the initial password agreement with Traveldoo. We need to reset and update their passwords to the default one and update their email addresses to their business emails. Can you assist us with this process? If possible, kindly provide an email address or phone number where employees can reach out to update their passwords and email addresses. We lack information on the default password setup agreed upon between Trainline and Traveldoo. Thank you, Justyna.

I had plans to travel to London last weekend for an event, but it was canceled because of COVID-19 restrictions. The hotel provided a full refund due to the event's cancellation. However, when I tried to get a refund for my train ticket, there was no option available for COVID-19-related cancellations. I have more train trips booked for the upcoming holiday period that could also be affected by COVID-19 restrictions. If refunds are not an option, I may need to travel despite uncertainties about safety.

I was affected by the cancellation of the GWR train from Truro to Paddington at 10.57 on 10 October [redacted] with booking reference [redacted]95. To make my London flight, I secured an earlier train but haven't received any updates on my refund request. Unfortunately, my Trainline account doesn't display my history other than the rebooked ticket, hindering my ability to verify the refund status.

As a person with a disability who relies on medication, I had plans to visit my mother for Christmas after not seeing her for four years. Unfortunately, due to falling asleep from my medication, I missed my train which was scheduled for 21:10. I am heartbroken as I cannot afford to purchase another ticket to reunite with my elderly parents. This situation has left me without food at home, as I didn't prepare for it as I was planning to visit my family. Being on disability benefits, buying another ticket is not financially feasible for me. I live alone and reaching out for assistance. Thank you, Mr. N.

Hello, my name is A.M., I need to cancel my return tickets due to Covid-19 concerns. I managed to cancel the return trip for a partial refund on your website, but I'm unable to complete the cancellation for the outbound journey. I'm seeking assistance to address this matter and would appreciate a full refund for both bookings or an alternative solution to avoid refunding the entire payment. Thank you. Best regards.

Hello, My name is Ilias AARAB, born on May 7, [redacted]. I live in Orléans, France. I have been booking with the mobile app "oui.sncf" for years. I booked a trip from Orléans to London (with a change in Paris) for December 29, [redacted], and another return ticket for January 1, [redacted], from London to Orléans (with a change in Paris). Here are the references: 7V2X4R and KG732G. I want to get a refund for my 2 bookings because with the new Covid health restrictions, I am no longer eligible to travel. I received a message from Eurostar saying that my train on January 1, [redacted], was canceled, and I could request a refund anyway. I tried to request a refund using the link that Eurostar sent me. They said I needed to contact the service where I made my train reservation. I went to the SNCF counter in Orléans, and they could not find any of my bookings. They were also surprised that I had reservation references composed of letters and numbers. They told me to contact you. Perhaps, due to the "oui.sncf" app, my bookings are visible and can be modified by your services. Thank you for getting back to me as soon as possible. Best regards, Ilias AARAB.

I booked an off-peak train ticket from Lanark to King's Cross for £[redacted] for two Senior Citizen savers. The outbound journey is on the 23rd of December and the return is on the 27th of December. I received an email from Trainline on the 14th of December to cancel the return journey. I managed to rebook the seats and the journey for two hours later. However, on the 16th of December, I received another email canceling the return journey again. The new delay was not suitable for my second arrival in Lanark. The email offered a refund, but when I clicked on the refund button, my account showed "No refunds allowed." I would appreciate being able to use the tickets at a later date instead of losing the £[redacted]. Can anyone provide assistance with this issue? Thank you, Martin Berkley.

My daughter purchased round-trip train tickets from Portsmouth to Chichester on 18/12/21. While her journey to Chichester went smoothly, she encountered issues using her return ticket to Portsmouth that night. There were no staff at Chichester station to assist her, so she ended up buying a new single ticket home. I am hoping to find out how she can request a refund for the additional ticket she was forced to buy. She should not have had to purchase a new ticket, especially when she already had a return ticket that did not work for some reason. I would appreciate any guidance on the refund process.

I canceled my train tickets that I booked on November 27, [redacted], for a journey to Stourbridge from Marylebone on December 22, [redacted], returning on December 28, [redacted]. The cancellation was processed by gethuman.com, but the refund has not yet been credited to my credit card. Please advise when the refund will be processed as I need to update my bank, HSBC, about the delay. Thank you. Dr. K. Arul.

Ticket Collection Reference: 89B5TG7H Traveling from Rugby to Euston with 2 adults and 1 child in 1st class. Hello, we bought first-class tickets in advance for a special trip to the theatre in London for my daughter's birthday. Unfortunately, we were unable to find seats in the first-class coaches and had to stand for the entire journey because the coaches were overcrowded. Our tickets weren't checked during boarding, on the train, or upon reaching London Euston. We were surrounded by passengers boasting about not paying for their travel. This journey was expensive, costing over £95, and I feel extremely dissatisfied. I paid for a service that London Northwestern Railway failed to deliver. Could you please advise on how to address this issue? Thank you, Jon Terrell

I made a reservation for Eurostar on December 22, [redacted], but faced Covid/travel restrictions that prevented me from traveling. Eurostar couldn't assist as I booked through the Trainline. Despite trying to cancel on the Trainline app over 24 hours before the journey, my request was declined. The ticket's total cost is £[redacted].40 for two adults and two children. Given the circumstances beyond my control and my efforts to cancel, I am seeking a full refund or e-vouchers. This is similar to the prompt vouchers/refunds by EasyJet and Deutsche Bahn. Despite the higher cost, we opted for the train due to environmental concerns. While I would still choose trains in the future, I am disappointed in Trainline's lack of service standards in these challenging times.

I reside in Albuquerque, NM, and currently, I am in Genova, Italy, soon heading to Berlin, Germany, to visit family. Unfortunately, I mistakenly booked a train ticket from Genoa Recco to Milano Centrale for the wrong date and discovered it is non-changeable and non-refundable. I humbly ask Trainline for an exception due to my tight travel budget, as I cannot miss this opportunity to see my family. I urgently require the date of the ticket to be amended to March 17 to align with my connecting train to Malpensa Aeroporto for my flight to Berlin. I am willing to cover any associated fees for this change and would even consider making the tickets refundable for an additional charge. Warm regards, Sylvia

I am requesting a refund for train tickets I bought for Saturday, February 19th, [redacted]. I purchased a two-day return ticket from Penrith to Preston, and another from Preston to Liverpool. I did not board any trains. The train I intended to take was scheduled for 10:03 from Penrith to London. Unfortunately, it was delayed by 90 minutes. I booked my ticket only 15 minutes before departure, assuming the train would be on time. The late notification inconvenienced me, as I arrived at my destination much later than expected. I am dissatisfied with the situation as I would not have booked had I known about the delay. I believe that I should not incur an admin fee due to inaccurate information regarding the train's delay. Thank you, Andrew

I purchased two rail cards, one for me, William Sams, and one for my wife, Linda, each for a 3-year period with a 50% discount offer. I mistakenly filled out the form and called to correct it. The representative canceled the incorrect purchase and refunded the money to us promptly. We then successfully applied for the correct senior rail cards at £35 each. The refund for the initial £70 was processed the next day, and our statement confirms the second payment of £70. However, my wife received two rail cards under her name with IDs [redacted]53 and [redacted]26, sent to her email at [redacted] I expected one card for me at [redacted] The situation is confusing, and I wish I could have clarified this with a representative. Thank you.

I had a booking from Euston to Glasgow at 7:30 am on Friday, 25th Feb with Trans ID [redacted]09. I also had a disabled assistance booking. On the day, our driver arrived at Euston just after 6:30 am. Due to a power cut, the assistance office was closed. Luckily, a helpful man in a yellow vest provided a trolley and wheelchair but informed me that the train was changed to 7:10 am. This sudden change without prior notification was concerning, especially when travelling with a disabled companion. Despite the last-minute rush, we were able to board the first class carriage just in time. The lack of communication and assistance coordination was alarming and stressful. A thorough explanation and investigation into this incident are necessary for future travelers' safety and peace of mind. Thank you for addressing this matter. - Angela MacMillan

I am seeking compensation for my train tickets due to a journey cancellation caused by severe weather conditions. Initially contacted Crosscountry, then was directed to Trainline. On February 18th, [redacted], my journey from Southampton Central to Nottingham at 8:12 am was disrupted. Despite checking the timetable the day before the journey, the train disappeared from the schedule last minute. Eventually, trying alternative routes, faced further issues between Reading and Birmingham, resulting in a return to Reading due to a roof falling on the track. After multiple transportation changes and setbacks, including a £[redacted] taxi fare back to Southampton, I was unable to complete my journey to Nottingham. Consequently, the return journey from Nottingham to Southampton on February 20th was also impacted as I never reached Nottingham as planned.

I recently received an email from Trainline informing me that my scheduled train trip from Exeter to Portsmouth on the 22nd of May has been canceled. I followed the instructions to select another train, but somehow ended up with two tickets for the same outbound trip. I am also unable to request a refund for the inbound journey on the 30th of May because of this issue. I have been trying to locate a contact email to address this problem without success. It is very frustrating, and I am disappointed with the customer service. I would appreciate any assistance in canceling the 11.25 am journey and receiving a refund.

I purchased a First Class ticket because I am at high risk for Covid. Unfortunately, during my journey from Etchingham to Charing Cross on Friday, May 6, [redacted], a large group of schoolchildren occupied the first-class compartment, disregarding the allocated seating due to a signaling issue that diverted the train to Canon Street. This situation posed a significant risk to my health, especially as it required me to take the tube back to Charing Cross. Even though the conductor was visible on the train, the issue persisted until it was finally reported to the office. I am a senior citizen who relied on the First Class service for safety, and this experience was concerning.

I purchased nine tickets for June 8th on April 27th for a train journey from Fort William to Glasgow. Recently, I discovered that ScotRail has been cancelling trains due to driver strikes. To my surprise, our train was cancelled without any prior notification from Trainline or ScotRail. Upon further inspection, the only available train on that day is not suitable for us. I attempted to contact Trainline using their cancellation form to request a refund, but the message failed to send. I am left wondering about the reliability of Trainline as a company. - Marie B.

My train from Northallerton to Newcastle at 7:29 was canceled, causing concerns as I was traveling to Aberdeen. The evening before my journey, I contacted Trainline to explore options. They informed me my ticket was only valid on Transpennine trains and suggested either buying a new ticket or confirming with the train company before boarding. To avoid missing my connection, I followed their advice and purchased another ticket. However, I later received an email stating my original ticket would have been valid on the LNER service I paid extra for. Upon contacting Trainline for a refund on the unnecessary ticket, they initially explained its non-refundable nature due to being an Advance Single ticket. After further discussion, they agreed to process a full refund considering the cancellation of the original train and the circumstances, but unfortunately, the refund was denied later due to the journey being completed. Despite my efforts to address the issue promptly, delays and misinformation resulted in missing the refund deadline. I am seeking a refund solely for the additional ticket purchased under misleading advice from Trainline. Transaction ID: [redacted]