Rail Ninja transforms how the world books train travel. We facilitate millions of journeys annually for travelers from over 150 countries, exploring more than 50 destinations by rail. Our mission is to elevate your travel experience by securing the best seats on the finest trains, ensuring a seamless and memorable journey.
Reviewers overwhelmingly had a great experience with this company. Customers frequently mention that the website is extremely easy to navigate and allows them to find clear travel options effortlessly. Travelers find the online booking process to be smooth, efficient, and straightforward, enabling them to complete their ticket reservations in just a few minutes.
However, some customers also noted that they were charged unexpectedly high fees and steep markups compared to booking directly through the official train operators. Some reviewers were dissatisfied with a perceived lack of transparency regarding service charges and hidden costs discovered after completing their purchases.
The train was an hour late and took over 6 hours to get to Madrid. I know it was weather related, but people didn’t have food or drink available.
Rail Ninja 回复2024-10-15
Dear Janice,
Thank you for your review. We are sorry to hear about the disruption to your trip and apologise for the inconvenience caused by the train delay. However, please note that the trains are operated by the rail carrier, who is responsible for the schedule. Rest assured, we will submit a claim on your behalf to seek compensation for the delay.
Haven't issued the tickets yet but charged my card.
Rail Ninja 回复2024-09-26
Dear Dean,
Thank you for your review. We’re sorry to hear that you didn’t check the ticket issue date in your personal cabinet before leaving your review. Your tickets will be available for download around October 11, 2024.
We bought a ticket from Praga to Krakov. We arrived at the train station 40 minutes before the arrival time and the train # never showed in the screens, there was no train train going to Krakov that day and we were forced to buy another ticket. I tried reaching out vía email and even the WhatsApp chat with no luck.
Rail Ninja 回复2024-09-24
Dear Francine,
Thank you for your review. We are sorry to hear about the disruption to your trip. After checking our inbox, we were unable to find any enquiries from you, which may be due to an incorrect email address being used. Please create a case through the Customer Support section on the Rail Ninja website, and we will be happy to assist you with guidance on ticket refunds.
I bought a ticket from Lisbon to Faro and downloaded the app to upload it. First, the price was much higher than at the station – about 18 euros more. I got a flexible ticket, so maybe that’s why, but still, I’d recommend getting it directly from the machine at the station.
I also tried to cancel the ticket because I was supposed to print it but couldn’t find where. The app had an option to cancel even shortly before departure, so I used it and got a ticket from the machine. Later, I received an email stating that I wouldn’t be reimbursed because the ticket was canceled less than 24 hours before.
I don’t think the app should have an active cancellation button if it’s not possible to get a refund. It’s probably my mistake, but just a heads-up for others. I won’t be using the app again and can’t recommend it. Just get your ticket at the station. Cheers!
Rail Ninja 回复2024-09-23
Dear Giedre,
Thank you for your review. Please note that the cancellation policy is available on the Rail Ninja website and can be accessed at any time. As your request was submitted after the cancellation deadline, our team was unable to process it. We apologise for not being able to assist you on this occasion.
Made a mistake on the direction of the trip on booking and immediately cancelled the trip and rebooked for the right direction but was charged about US$200 for fee for 6 one-way tickets. Asked for seats with luggage space for two one-way trips but only one trip has luggage space and the other one we have to struggle with our luggage. It is much cheaper to buy the ticket at the train station if your time is flexible.
Rail Ninja 回复2024-09-19
Dear Traveller,
Thank you for reaching out and sharing your concerns regarding your recent booking experience with Rail Ninja.
We understand your frustration regarding the cancellation fees. Please note that before completing your purchase, the total cost of the tickets, including any applicable fees, is displayed on our website, so there were no additional charges beyond what was presented at the time of payment. Rail Ninja acts as a ticket consolidator, offering the convenience of booking train tickets worldwide in one place, with a user-friendly platform and 24/7 customer support available via online chat. This allows our customers to save time, with our website translated into over 15 languages to make the process even easier.
Regarding the luggage space issue, we sincerely apologize for any inconvenience. We strive to meet all customer requests, but due to the availability and different train configurations, we cannot always guarantee specific seat features on every trip. However, your feedback is valuable, and we will continue working to improve our services.
I still have not received my ticket. I paid for it but have not received it.
Rail Ninja 回复2024-09-16
Dear Susan,
Thank you for your review. Please log in to your account from a PC to view the ticket issue date. If you have any further questions or need additional assistance, feel free to contact our support team.
For information about return policy. I returned my tickets under 24 hours and was charged 20% and receipt confirmation email did not mention when I would receive the refund or details on how much what will actually be refunded
Additionally I'm very irritated that rail ninja charged double the cost for a Seoul to Busan KTX trip vs using the Korean moral website. What's up with that???
Rail Ninja 回复2024-09-10
Dear Richard,
Thank you for your review. We have carefully reviewed your reservation and can confirm that the cancellation fee was accurately calculated according to the fare rules outlined in our Terms and Conditions, which are publicly available on our website.
We regret any disappointment this may have caused. Please know that our team remains at your disposal should you have any further questions or require assistance.
Purchase of tickets was easy and fast.
However, till date yet to receive tickets, sent a query on 3 Sep but no reply.
Rail Ninja 回复2024-09-06
Dear Richard,
Thank you for your review. When making a reservation with RailNinja, you secure a pre-booking that prioritizes you for selecting the best seats once the rail carrier starts confirming seat reservations. Currently, seat reservations for your route are not yet available. You can check the ticket issue date and status in your personal cabinet on the desktop version of our website.
A year after previous one star review calling them thieves for charging ticketing service more than ticket itself I was contacted by their "Senior Specialist" with some phony excuses about low integration with railway ticketing services and or minute price changes.
They suggested full refund in exchange of editing or deleting the review. Obviously I've accepted and this is edited review after the receipt of reimbursement.
Trustpilot thank you, reviews matter.
Rail Ninja 回复2024-09-06
Dear Miroslav,
Thank you for your feedback. We understand that the final ticket price may sometimes be higher than anticipated due to taxes, service fees, and support costs. These charges are standard in the industry and are necessary for providing a range of benefits. Our convenient trip planner is designed to simplify your travel planning process, while our user-friendly website makes booking straightforward and efficient. Additionally, we offer human support to assist you with any questions or issues. Booking with Rail Ninja ensures a hassle-free experience and saves you valuable time, all while delivering top-notch service.
I have booked traintickets 5 days ago for my trip, but haven’t received them yet..
Sent the company a message via WhatsApp (option i got to reach out to costumer service is WhatsApp or email) but no reply.
Rail Ninja 回复2024-09-06
Dear Marissa,
Thank you for your review. Your reservation is securely stored in our system while we await seat confirmation from the rail carrier. You can monitor the status of your booking at any time by logging into your personal account.
Ridiculous price gouging. I assumed the train ticket price in Korea would be comparable to the local prices but I was charged 15% more on top of the 20% surcharge they charge for your tickets. When I questioned them about this, they respond "the additional charges can sometimes be unexpected, but we would like to assure you that all pricing information was made clear and available to you before payment was submitted." But that's assuming the price of the train ticket was inline with the original costs of the ticket. How can you add a surcharge on top of a surcharge and call it fair practice?
UPDATE:
Elizabeth reached out and resolved the issue professionally and courteously, which I greatly appreciated.
Rail Ninja 回复2024-09-06
Dear Jae Woo,
Thank you for your feedback. We’ve designed our trip planner to make organizing your travel as simple as possible, and our user-friendly website ensures an easy and efficient booking process. In addition, our dedicated support team is available to help with any questions or concerns you may have. By booking with Rail Ninja, you enjoy a seamless, time-saving experience, coupled with high-quality service. We believe our service fee is fair given the value we provide.
Booking the direct train from Alicante to Valencia seemed easy , paid at that point. Within 1 hour of booking got an email saying direct train not available and had to either accept an alternate route that takes 1 hour longer or get refund, as we have to get to Valencia on that day we had no choice but accept the alternative! Not what we wanted.
Rail Ninja 回复2024-09-06
Dear Dawn,
Thank you for your feedback. We’re sorry to hear that the option you accepted did not meet your expectations. As a private ticketing company, Rail Ninja strives to offer alternative options when the rail carrier cannot fulfill the initial service. You always have the choice to either accept the offered alternative or request a refund. Your tickets were issued based on your approval.
If you have any questions about your booking, please do not hesitate to contact our support team.
I waited until the pre-ticketing was over, but still could not choose my seats and it was more expensive. It was confusing and I never found the rate for seniors.
Rail Ninja 回复2024-09-11
Dear Jane,
Thank you for your review. Unfortunately, as no order details were provided, our team was unable to check or set a reservation for you. However, we would like to remind you that Rail Ninja does not offer a car seating scheme. You can submit seat preferences, and seats will be assigned by the rail carrier, provided they allow seat selection.
I’m still waiting for my tickets for Prague-Krakow to be confirmed and issued. I think it’s been about 10-12 days.
Sept 5 - today only 1/2 of the trip is confirmed. The return from Krakow is still pending and the proposed tickets are a downgrade from first class
Rail Ninja 回复2024-09-04
Dear Scott,
Thank you for your review. We are pleased to inform you that your tickets from Prague to Krakow are available for download in your personal account. If you have any questions, please don't hesitate to reach out to our support team via email or online chat.
I have not received an email yet with the tickets i booked. Payment has been confirmed already.
Rail Ninja 回复2024-08-30
Hi Regina, thanks for your review. We would like to help but need to find your booking order. We requested more information, please respond and we will assist.
I still have not received a link for my tickets. My rail trip from Seoul to Busan is on 9/14. When will I receive my tickets?
Rail Ninja 回复2024-08-29
Dear Phillip ,
Thank you for your review. In observance of the Chuseok holiday, the railway carrier has implemented special ticketing procedures. We are actively monitoring the situation and will offer tickets for trains with available seats. Your patience is appreciated during this time. For any inquiries, please reach out to our customer support team via email or chat: https://rail.ninja/customer-support
You can improve the experience from webpage, adding address of train station. For example, if the user can click here and go to google maps to verify if the train station is near of the hotel.
The process of booking tickets was easy and simple, I really liked that. What I didn't like was there was no way to select seats and the seats allocated were separate when we are traveling as a couple. You need to make sure that you assign seats next to each other.
Rail Ninja 回复2024-08-28
Thanks for sharing your feedback, Abhimanyu. That will help us improve our service.
Poor and inefficient Customer Support but eventual compensation received
Post-purchase customer support was hopeless. No real effort was made to provide answers to my simple questions concerning seat location and allocation. Rail.Ninja has an insufficient understanding of the importance of customer service - no-one was prepared to "go the extra mile" to provide the information requested.
SUBSEQUENT TO THE ABOVE, in September 2025, I have been contacted by a member of the Rail Ninja Support Team who has (somewhat belatedly) offered reasonable compensation for the poor service experienced. I have been happy to accept this compensation and I can confirm that I am reassured that there ARE at least some members of Rail Ninja staff who are concerned to provide a decent service to customers. I think it is important to acknowledge when a company takes its failings on board and makes an effort to correct problems that have arisen. I hope that in future Rial Ninja will make more effort to respond to customer queries and problems without delay -- rather than waiting for almost a year to address an issue. Time will tell.
Rail Ninja 回复2024-08-29
Dear Roger,
Thank you for your feedback. I’m sorry to hear that you found our support insufficient. We always strive to assist our customers to the best of our ability within our scope. Regarding your query about seat reservations, the rail carrier does not provide specific seat location information to avoid any potential confusion. Since trains and carriages may vary in configuration and the exact train serving a route can change. If you have any further questions or need additional assistance contact our support team via e-mail or online chat: https://rail.ninja/customer-support.
I booked 2 train tickets about a week ago and I still can't get them.
Rail Ninja 回复2024-08-28
Hey, Sergio, yes we have your booking in the system. However, since it's a far away journey, you will have to wait a little bit until the tickets are available for download. Thanks so much for sharing your experience and booking with us.
