Problems booking tickets on thetrainline.com

I “bought” a 1st class Apex return from Bristol to London advertised at £46.50 online only to receive tickets for a standard saver return through the post.

I appreciate this seemed like a good deal (perhaps too good to be true) but between me pressing the correct buttons i.e. next to the 1st class Apex text (which showed up through out the rest of the online booking, so I knew I had selected the correct product) on the page and me receiving my ticket.

theTrainline.com took it upon themselves to not give me what I ordered nor inform me that this was either not available or the incorrect price.

I have to say that I’m not entirely pleased with the way all this has gone, in fact I only looked at theTrainline.com in the first place because a colleague said he had booked a 1st class Apex return for the same day between Neath and London for £56.  
Problems booking train tickets online with theTrainline.com

So I am not the only one who saw good value 1st class rail tickets offered on the Trainline web site.  Phew! Thank god for their customer service – “No madam, you are mistaken, that cannot possibly have happened” Arrgh… it did happen, don’t you just hate being called a liar?

I for one won’t be using theTrainline.com in the future because as far as I can see they made a mistake and refused to admit that they did!  To add insult to injury they will now charge me an additional £10 to cancel the ticket that they screwed up in the first place.  My colleague received the correct 1st class tickets, yet they messed up big time with mine… what a farce!

Thanks for letting me having a moan and get this off my chest!

By Maz

160 Responses

  1. PilotB 29/04/2014 / 2:37 pm

    Have had similar issues recently. They did not send me my return ticket, and are now calling me a liar! Awful, awful customer service. I will not be using them again.

  2. steve 29/10/2013 / 8:37 pm

    i looked at the train line for split tickets [its the way to get cheap tickets]1single ticket in jan14 plymouth to taunton trainline£37 looked on line national rail £8-90 you can then go to the local station and pay and pick up tickets what a rip of train line are

  3. Flying Scotsman 15/05/2013 / 8:02 pm

    Had e-tickets to go down to London to look after our grandchildren. My husband was rushed to hospital and as he wasn't fit to travel I contacted "TRAINLINE" to cancel our tickets. I was put on hold on the phone while the advisor spoke to his line manager. Finally, I was told that as the tickets were "e-tickets" there was no way they could be refunded. He then explained that East Coast e-tickets were refundable but Glasgow to London weren't. This is not made clear when booking. My husband and I are Pensioners and losing £110.00 is hard in this time of austerity. It's hard to believe that if they were unable to refund these tickets that a Credit Voucher could not be offered. It would be interesting to know how many times this issue arises and who is getting all this money for nothing! TRAINLINE customer care is very poor. The fact these e-tickets are not refundable is not prominent when booking. No explanation as to why East Coast e-tickets are refundable and other routes aren't. Very confusing! Hope my gripe warns other fellow travellers to say "No" to E-Ticket option! I will certainly not book again through TRAINLINE.

  4. ANGEL 10/11/2012 / 3:10 pm

    PLEASE PLEASE DO YOURSELF A FAVOUR AND DO NOT USE TRAINLINE.COM. THEY ARE UNPROFESSIONAL, DO NOT ACCEPT RESPONSIBILITY AND KEEP YOU WAITING ON THE PHONE WHICH COSTS YOU A FORTUNE. EVEN IF IT MEANS PAYING A BIT EXTRA THROUGH ANOTHER COMPANY. AVOID THIS COMPANY AT ALL COSTS. C

Add Comment Register



Leave a Reply