Contact Trainline Support

If you want no help and lose your money, use this app. Its convenient when buying your tickets, its a pain when asking for a refund. I live in the USA, and bought train tickets for our trip in Spain. When our trip was cancelled by Renfe(Spanish train operator), I initiated a refund process with Trainline. Trainline responded that I should call Renfe( its a long distance call for me$$$), to get a refund. I was able to finally got hold of a Renfe call-agent after several days of attempting to get in touch with a Renfe agent($$$), and was told that, I should get hold of my travel agent because all tickets during our travel date was cancelled and was refunded back to our pay-source irrespective of ticket type. So, when I communicated again with trainline. Guess what, I was again advised to call Renfe!!#%#%%*+*\\|*%%#%^*$$$@@:;;(##%%%* My 2 cents, cut out the middleman and go directly to the service provider. The service provider all have online footprints now. So when travel plans go awry, you only have to deal directly with the provider. DO NOT USE THIS APP!!!!

After working to purchase train tickets twice, the app suddenly stopped working. It says “oops” every time I try to submit payment - I’ve tried multiple different credit cards, Apple Pay and PayPal and none work. Yet I’ve used those cards in numerous other places with no issue and spoke to the card company and there is no block on my card. I reached out to their support two days ago and the customer service rep sent a generic form of info to fill out, then said he didn’t know what was wrong and was sending it up the chain. ZERO follow up since then. He also said them to purchase over the phone instead. No thanks, I have no interest in giving this company my business. Will purchase at the train station, directly from the train company instead. Avoid this app, it’ll just waste your time and frustrate you. A quick google search shows I’m not the only one with this issue either. Some from years ago yet the company still doesn’t seem to have a solution to their problem!

I just bought 2 additional tickets for the same journey. my son and his friend missed their connection due to train delay in the Netherlands (on their way to Paris France) I called trainline right away to exchange the tickets for the next available train. I got a voice message saying that due to COVID19 phone calls were not being answered and all question answered online(did not know you could catch COVID19 over the phone). They were stuck in a countryside town, train station was closed and no ways to exchange their tickets for a later train. They bought new tickets and will have to get reimbursement via internet. We will write a review on the process. Otherwise buying ticket is easy!