Trainpal（trainpal.com）在 OK.one 的综合评分为 1.3 分（满分 5 分），基于本站收录的 151 条用户评价，属于车辆与交通分类，口碑较差。89% 的评价为 1 星，差评比例偏高；商家尚未回复差评；评价主要围绕退款、客户服务。数据最后更新于 2026-10-25。
Most reviewers were let down by their experience overall, citing widespread dissatisfaction with the platform. Customers frequently reported extreme frustration when trying to secure refunds for cancelled or delayed train journeys, claiming that valid requests were repeatedly denied or ignored. People also heavily complained about unhelpful customer service teams and automated chat bots that completely failed to resolve basic booking issues. Some reviewers were not happy with the booking process, noting that payment methods frequently failed or search attributes changed unexpectedly right before purchase. Additionally, travelers experienced unexpected extra charges and hidden non-refundable fees that caused frustration.
本段由 AI 基于该企业的全部评价自动归纳，仅供参考，不代表平台立场。They sold me a ticket for a train that, it turns out, doesn't exist. They are using out-of-date timetables yet refused a refund (I'm forced to take 3 buses instead) saying I should take it up with SW Railway. My argument is that Trainpal has my money and they should refund me. I am not happy.
I could not travel due to Covid. I asked to change my travel dates which were declined. I asked to be refunded so I could rebook wick was declined. I was told in the same email response that my ticket had been validated already and that my ticket was still valid - both of which are incorrect. Their online help has been woeful and of zero assistance. They told me I need to get a GP or hospital note to show I had Covid. Just awful service. I would not recommend them to anyone.
New customer. Tried to buy a Senior Railcard. Paid the £60 discounted price for a 3yr ticket. Some sort of computer glitch their end which meant l was unable to redeem the voucher. They refunded the £60, but then only offered me another chance to buy at the full price if £80. Felt swindled, so bought my railcard elsewhere.
I bought train tickets costing £17.80 On the morning of this journey, the client I was travelling to meet cancelled. So therefore I no longer need to take the train. TrainPal flat out say they are non refundable which makes absolutely no sense! The tickets are not going to be used. I’ve actually been robbed by a scumbag company. It’s like someone walked up to me, took my wallet and money and then gave me a real hard slap round the face just to make sure I was aware DISGUSTING!
Booked some tickets via Trainpal. The return train was cancelled. I made alternative arrangements home. I sent the tickets to Trainpal via recorded delivery for a refund on the return portion of the journey. I have proof of delivery, but Trainpal have lost them. They have refused a refund until they find them. So basically, they've lost the tickets, so I've lost my refund. It's theft or fraud, pure and simple.
Seriously disappointed. Booked a trip a couple of weeks ago but unfortunately due to health issues I'm not going to be able to go. My tickets were none refundable so I tried to change the date six yes SIX times and because I bought it as a guest on the website it won't let me. So I thought I'll reach out to them and explain my situation, I even sent a photo of proof but that's not enough apparently so now I've lost my money. Thanks Train pal, you look all cute and friendly on the ads but my word when it comes down to it you're no help at all!
SCAM! I tried to buy a ticket and just after I pressed authorise I receive a message saying it didn't go through and to try later. Two hours later I receive several notifications saying I've been charged £50 pounds for tickets I didn't ask for. Customer services tell me it's my fault it wouldn't even cost that much for the train I actually wanted. Please don't let them get your money it's a scam
0 out of ten do not use this I've booked a ticket and it's charged / sent me the wrong ticket leading to me not being allowed on my train unless I pay for a new ticket. They're non refundable and if you book a ticket sometimes they cancel it and won't refund you or will just refund you 1/3! Absolutely a scam save your money.
Absolutely disgusting rip off site! Most frustrating I've ever used! Give a review they say, oh but we aren't going to let you log into your account! We will send you codes to YOUR email, then when you try to use said codes we will tell you your email doesn't exist! Wta! If you value your sanity do not use this company! Horrific to navigate and zero help you if your train is cancelled! Basically you then buy a ticket at the station and lose all your money that you've already paid this rip off company! I paid the price to get the discount, I've completed 1 journey and ended up paying more than double. Customer service, forget it! DO NOT WASTE YOUR MONEY ON THIS COMPANY! I bought a couples package so we lost double the amount! Plus the cost of buying into train - pal - not - your - pal - just - line - our - pockets - pal!
I had to renew my railcard and was aware of a promotion via MSE for 23% discount on network railcards with TrainPal. I downloaded the app using this link. This showed the 23% discount code in the app. When completing the checkout I noted the stated price of £35 but it was not clear that the discount had been removed or was in anyway invalid, so I assumed this was poor web app design. I was however charged the full £35. I contacted TrainPal via email (which took a while to find) expecting them to swiftly provide me with a refund of 23% to honour the terms of the promotion I used to purchase the railcard. After a few days I was advised "we have identified unusual activity associated with your account. Consequently, you are ineligible to participate in related promotional events". I cannot understand what 'unusual activity' this can mean as - to the best of my knowledge - this was the first time I had downloaded and used the app, my first railcard with TrainPal, and the MSE 23% discount offer was clearly still in place. Moreover none of this was made clear to me during the booking process i.e. that the 23% discount would not apply. TrainPal have provided no specific explanation as to what the 'unusual activity' is in my case. I have therefore asked TrainPal to cancel the railcard and provide me with a full refund. They say this is not possible. I have pointed out to the that buying the same railcard from Network Rail entitles the consumer to a 14 day cancellation period - there is no reason under consumer protection law why TrainPal can't cancel my railcard - I haven't even used it!
If I could post a minus I would. Booked and paid for same day tickets. The journey details which I was shown and I had accepted and paid for were incorrect . This Involved an additional stage in the journey which I was not made aware of. The tickets were unusable. Meanwhile whilst trying to sort out the confusion at the train station we had missed our train. I requested a refund but had to apply through chat box (obviously no human involvement) and was promptly refused the refund. Very frustrated and disappointed.
Horrible company customer support is lousy and they don’t care. Sold me a ticket for the wrong train!!!! Utter garbage. Should be banned
I paid extra for “cancel for any reason” for my train ticket (as described on my booking confirmation). The app also says the ticket has “free change or refund”. As I cannot now travel, I requested a refund, but Train Pal says I can only exchange the ticket and not get a refund. This is exceptionally misleading. Please can I have my £65 refund.
Worst customer service. All the offers are misleading and never materialise. Sent 3 messages about my issue. Their support page says they email back within 24 hours. Never received a reply nor an acknowledgement. Cancelling the app.
Ridiculous customer service. Very poor, extremely disappointing, and I will never use TrainPal again. I am a Gold member, and many of my family members and friends are also Gold or Platinum members. None of us will use TrainPal again. I booked a ticket through the app, but the booking was cancelled by the system immediately. However, I never received the refund, and the £28.13 charge was actually taken by my bank. £28.13 is not a small amount. The customer service team did not properly investigate the issue and kept telling me that it was just a temporary card hold, which was not the case. I spent the entire week repeatedly contacting them via email and Live Chat. Every time, I was told that I would receive an answer within 24–48 hours. However, after a full week, I still have not received any proper response or resolution. This is some of the poorest customer service I have ever experienced. I am extremely disappointed with how this issue has been handled. From now on, I will no longer use TrainPal, and neither will my friends and family. You have lost loyal customers because of the way this issue was handled. Absolutely shameful.
THREE different cards associated with my TrainPal account were used for unauthorised bookings, made me lost £200. Well, TrainPal did 'refund' one ticket, then charged a cancellation fee equal to the entire ticket price, the actual refund is £0. For the other transactions, they only respond as 'go contact your bank'. WOW! Then they lectured me about not sharing my CVV and passwords. I NEVER DID!!! After 7 years as a customer, I’m now cancelling cards, fighting disputes and formally demanding TrainPal explain how these bookings happened. If you save your card details on TrainPal, delete your cards NOW!!!!
charged me twice to chnage the time and couldnt get money back
If your train is cancelled, they won't refund the ticket - which is a violation of National Rail T&Cs - will be reporting them.
Simple: don't use. Complicated App designed to take money and No refunds under any circumstances. Sorry I bought a Railcard through them and will not be using again. Avoid.
My train was cancelled which was documented by the TrainPal app. The bot refused a refund as my ticket was scanned at the gate even though I did not make the journey. The bot shifted the "burden of proof" onto myself to prove that I did not catch a later train. That is unreasonable as it requires proof of a negative. TrainPal's customer service was awful. They repeatedly stated 'Your message has been forwarded to our higher-tier team for further review. They will be in touch with you within 24 hours' and following no action stated 'the delay in response is due to a high volume of customer inquiries, our higher-team reply time is currently longer than usual'. Eventually after 12 days they refunded the massive fare of £1.45. Perhaps if they refunded small fares on cancelled trains automatically rather than distrust and inconvenience customers the volume of 'customer enquiries' would be less as would the reputational damage.
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