Review Time
Update: Followed the supplied link which allowed me to write approximately one sentence to explain my issue. Can I award no stars.
Purchased 4 changeable return tickets to Glasgow.
I needed to change one of the returns but the app wouldn't allow this. Their chat bot told me to buy a new return single and apply it to my booking and they would refund the cost of the old ticket (minus fees). No way to do that on the app. On contacting customer services I was informed that I would have to change all 4 tickets (only wanted to change 1). They refused to change telling me to cancel and rebook all 4 (this would have cost nearly 3 times the cost of the original tickets due to timing).
Customer services also told me this was in the ticket conditions - on checking this, it is not.
In the end I had to purchase a new single ticket - II used another provider. Out of pocket to the tune of £125. Seriously unimpressed.
We ordered advance single tickets for our return trip to Glasgow which at first seemed good value for money, however for our return journey we opted to change the times of departure as allowed on this ticket type but the app at the time was not giving us the option (the change button was not working). Customer service told us to simply purchase new tickets (£300) , send them the Booking ID and they would refund the original tickets. When we returned I checked on my refund and they now wanted th original tickets posted which was not mentioned once by customer service (they will say it is on their website for refunds but this was their mistake, the app not working and we followed ALL their instructions). This has cost us £300 and we will not be using them again. We use to use Trainline and we will go back to using them again as this is just another large company that doesn’t care
Easy to use and the cheapest train tickets I have found! Up to date notifications and useful info on how many stops there are. For someone who has not travelled on a train for a long long time, this helped greatly.
The pricing is good, however, the site did not tell me that my seats were not together at the time of booking. Which was problematic as I was travelling with a child. Trainpal would not help and I had to speak directly with Hull trains for them to move the seat. I understand that this might happen, but Trainpal has a responsibility to tell its customers before they confirm the purchase as it resulted in a stressful hour after purchasing the tickets whilst I tried to sort it out. Not an enjoyable purchase experience.
Don’t get me wrong tickets are very reasonably priced. I have been unable to use the tickets due to a family death, which the funeral is unfortunately that day. I requested a refund but I have been told to provide the death certificate. I understand they have policies to stick to but asking for this is a bit too much. How can you ask your family who are grieving for a death certificate.
Website fantastically easyto use and often good discounts. However on my latest trip I ordered andpurchased and qr code ticket was issued but then I was offline at the stationa nd could not access my ticket anymore. Panic. Fortunately it was late at night and there was no control at barrier. Once on train wi-fi was available and ticket reappeared. I had asssumed that ticket would be visible offline. Somewhat disappointed
I am new to this app but so far I am impressed. Easy to search and purchase tickets. Always get a good price and the customer service is really good. I needed help with some tickets I purchased as an offer had not gone though and they were quick to respond and refund. And before your journey you get plenty of notifications of any delays that may be happening. Trainpal is a great app to buy tickets.
Never used TrainPal, ever. But they took £75 in two payments overnight last night from my bank account.
Scrambled to freeze my bank card, which had to be cancelled, without a new one for up to 10 days. A whole process through my bank’s fraud department.
Shocking behaviour, don’t care if this was a mistake, it happened. I have never used TrainPal, I never will 😡
This app is incredibly user-friendly with an excellent design for booking and managing trips. It also excels at providing low prices. It's the best app for train travel I've encountered, highly recommended.
I've been using this app for about a year now. Booking tickets, checking status, and making payments is straightforward. Whenever I've needed refunds for different reasons, they've always been processed quickly. They also keep me updated if a train is canceled or delayed. I will certainly keep using this service.
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