Generally a great app and helps me to save money on my train tickets. I find it easy and convenient to use. However I have experienced issues when changing journeys online and these often cost me a huge amount of money. Today I discovered I did not need to commute tomorrow, so decided to change my advance ticket. There are two issues that i came across 1) the selected time on the new journey changes from from the time originally selected after you have selected your return journey time, so you have to go back and reset the outbound time. Not a huge issue, but definitely a bug 2) the much more costly issue was the fact that even though I had selected the journey for 21 Nov to change, part way through the process (when I was looking at standard vs first class fares on the payment page) the app changed the journey I was changing from 21 Nov to 28 Nov. It is not possible to check this on the payment page because those details are not shown, so I did not know this had happened until I processed the payment and saw that my return ticket for 28 Nov had been changed instead. I called customer service, but they could not help (unless I could prove the app was at fault, which of course I couldn’t). This bug cost me approx £200, because I had to rebook my journey for 28 Nov and had to pay £40 in admin charges. A very similar thing happened to me before, but I put it down to my own error, even thought I was sure I had selected the right journey. Now that it has happened again, I’m sure it is a bug. My advice is DO NOT CHANGE TICKETS ON THE APP!

Believe it or not, it was a member of staff that works at the train station that actually informed me that this app is not recommended for train ticket purchases as they make you pay more than necessary to get from point A to point B; I had to deal with a massive delay being stuffed into a very overcrowded train for nearly 3 hours forced to stand up in the door ways with other members of the public who were stood up even longer than I was! We were trampled, pushed and had to help each other on and off the train to ensure everyone was safe while the train conductor heckled us for not being able to make space. After I complained to the app about having needing a refund after such a delay, I was told I had to fill out a form - however the tickets were from two companies so it made things very difficult to get my money back. But it gets better! I’m currently writing this at the train station as my train was cancelled, why I’m mad about this is because: 1) I had to pay over £100 to get a connecting ticket so I can make my way back home! 2) I was not notified of this delay at a suitable time, hence not being able to make other plans back home. 3) A direct train ride home would be over 10 hours, 5 hours of which is myself and my partner stuck in a city till 5:35am with no shelter! Honestly, this app is horrendous, makes travelling severely overcomplicated and such lack communication and proper information, has ruined my weekend experience!

If you’re alright with never receiving a single penny of compensation for late or delayed or cancelled trains absolutely go ahead and make your ticket purchases from this app. Trainline will happily take your money, but god forbid you need to get your money back. If you’ve purchased travel insurance (where Trainline promise to give ‘100%’ of your money back!) don’t bother because not only do you not get 100% of your money back, you rarely get anything. I have been offered less than half of my ticket price in compensation only once. If you request a refund through the app itself for late or cancelled trains, you won’t receive it. I have requested multiple refunds for cancelled trains through the app, only I never receive the money and upon ringing up I have been informed that I never requested a refund for the tickets and I can no longer claim compensation. Everytime I purchase a ticket with refund protection, or request a refund I have to screen record the transaction as Trainline will deny that you purchased travel insurance or requested a refund. I am currently seeking legal advice concerning the amount of money that Trainline has withheld from me. I will not be using Trainline again and advise anyone else using this service to cease immediately. Absolutely unacceptable behaviour and customer service skills from this company.