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.
Wow just read the reviews and it’s very depressing, I booked 2 tickets , for later that day and 2 days in advance, they didn’t send me the first ticket in time for the train, Norwich to London £60.22so I had to buy another one, now after a load of indecisive waffle, offered only part refund for a much shorter journey ( Chelmsford-London) minus a £5 admin fee. I don’t like to be stolen from! I will try to take it up with the bank but being an offshore company….? DO NOT BOOK WITH THESE See you next Thursday’s 😡
I booked a ticket for a trip 2 weeks in the future but had to change the date, but when I requested a date change I was informed to buy another ticket and then request a refund on the original ticket and they would charge me a £6 admin fee on a £10.80 ticket, absolutely disgusting company. Won't be using them in future 🤬🤬🤬🤬🤬🤬
Horrendous to deal with. Normal charge for my journey is £7:50. Trainpal charged £27:20. Don't bother complaining they just go on and on and on but basically stick 2 fingers up.
TrainPal part of Trip.com Group and who took the payment. My wife bought train tickets for a trip with 4 friends. Went to collect tickets 2 days before and system said they had already been collected at a time - (later stated by support at when we were actually on another train journey so impossible when the issuing card was is in my pocket).
Customer support frustrating to get hold of - cannot talk to anyone - just chat typical of this age. Fragmented and limited visibility of our transaction audit trail on the system as we could not see the evidence of what card was used to collect the tickets.
Result: . Lost £112.80 and my wife feels totally upset. I consider this support unacceptable - but we cannot prove we did not collect the tickets. How can tickets be issued without the original card - and at least show us the evidence.
Shortcomings in IT integration support on the app - no back up tickets and no interest in giving us the visibility of information apart from advising from us to buy more tickets. If you pick up tickets “with any bank card” there is an audit and accountability issue.
Train company not interested in helping. You are in your own and stranded. Beware of what you pay for.
For Clarity TrainPal App - billed and money taken by Trip.com from Card.
Looked like a good deal but I have not received my tickets a week later. All I have is a receipt. No way to contact them Tried the only method I can find. They say they answer within 24 hours but 24 hours later I have not heard anything. This is not good enough. Need phone contact or at least live chat, in order to deal with problems like these. Tickets cost me £92 and looks like I will have to buy again and may have to pay more as it is closer to my date of travel
I made a mistake when booking booking my tickets but was not worried as their website says 'Fast Change and Refund. Seamless rail travel with easy changes and refunds for peace of mind.' and that their customer service is 'Efficient'. They did reply promptly to my queries but only to fob me off saying that I had to make changes through SNCF (who couldn't make changes because I bought the ticket through Trainpal. I repeatedly asked how to get my ticket to show in the Trainpal app but got no answer to this question.
Fortunately I found a workaround using the ticket I had bought but with no thanks to Trainpal.
Misleading website information, useless customer services.
Never again.
Never using Trainpal again.
Strike action is affecting my travel. The refund/change button on the trainpal website does not work. The app does not work. And the contact form on the website does not work. No contact number provided.
Have emailed, but based on my experience with the website and app, I expect they will continue to be useless.
Booked first class ticket. The carriage wasn’t even on the train. Wrote twice asking for a refund. Would have been happy just to pay for standard fare even though I had to stand for nearly two hours as I couldn’t even get a seat in standard class but wrote to them twice and didn’t even get a response Therefore I paid triple the price of a standard seat and had to stand. Disgusting to not even get a reply. I use TrainPal daily to get to work. This was to go to London as I was going on holiday. Will never use again.
I booked 3 tickets between Newcastle and Hexham. When they arrived immediately after they had taken payment I noticed they were fit the wrong date. I contacted them immediately and asked for them to cancel and arrange for the correct date ie 1 day earlier. 4 days later and lots of emails between them and me, they keep insisting I need to book further tickets in order to get a small refund. They have no doubt cancelled the original booking but won’t give me my refund. Their app is hopeless. What am i supposed to do??? I’m 81 yrs of age and find this company incompetent. One email offers £7.50 the nxt email offers nothing unless I book more tickets. The following email offers me £5 refund.
Still awaiting refund from ticket 30269080748
Several e mails to customer service and not wanting to help. Simply don’t care.
What’s the point in paying for travel insurance and no refund. This money would be used to feed my family. Disgraceful
Because of a bug of the app, I have purchased by mistake a ticket for another month. I set the day and the month and once I paid it changed the month. I have wasted not only wasted my money but also the time trying to complain about it but they decided that it's not their problem. This is unacceptable.
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