trainline

Travelling by train this Spring? Check out some of our useful help pages: 🌱Travel info > bit.ly/3pn9g6Y 🌿Disruption updates > bit.ly/3S0GdlB 🌿Refund Options > bit.ly/3CXMAMh Need a travel companion? Download our handy app > bit.ly/3Q6vQdx

@donliveson Hi Daniel,  This change is industry-wide, not just for our app.  You can find out more about all the changes coming here > tinyurl.com/44c7dv7t Thanks, ~James

@thetrainline how to kill an app “From 1 April 2026, if you decide not to travel on one of the affected ticket types, you must request your refund before 23:59 on the day before your ticket becomes valid. “ the only good thing you had going for you. FAFO

@aimeeeee97 Hi there, if you were able to reach your destination with your tickets, you'll be able to submit a Delay Repay claim via the following link > bit.ly/2P06fqC . If you were unable to complete your journey, please send us a DM, and we can take a further look. Thanks - Ga...

@thetrainline i travelled to glasgow monday with really bad delay and also on th way back (18th) it took4-5 hours extra on each journey to get back because of switching trains it won’t let me get a refund on tickets and train conductors told me to contact you for a refund

@iamonabeach Hello, can you pop your details in here? > tinyurl.com/hpbn3f44 I'll look into this and see how I can help. Thanks, Keith

@thetrainline I booked a train journey in Spain, Renfe has cancelled the train but I can't get a refund via your website? Your website states I need to contact the operator (in Spain) for a refund. That's poor service from you. Last time I'll book using you.

@tardisaliens Hi there, can you tell me the journey details for which you see different ticket prices? Thanks. ~Lorcan

@thetrainline Hi I've got different train ticket prices on my mobile app compared to the website. They are a lot more. Is there a reason for this please? 07732781832

@blowahs Hello, I'm the senior member of the team available to help you with this. I'm reviewing your chat and I'll let you know via DM how we can help you with this as soon as possible. Thanks, Keith

@unchainedwcrfm Hi there. Sorry to hear your journey was disrupted. Can you please confirm if you were able to reach your destination via an alternative service with your original tickets? Thanks, ~ Christine

@thetrainline So both parts of my journey were cancelled meaning I had the inconvenience of having to change trains…..one part included a 15 min walk as my chosen stop was taken out of the equation……but because I scanned myself into the station you feel that no refund is due?

@suzanne73 Hello, can you pop your details for the account you'd like closed in here? > tinyurl.com/hpbn3f44 I'll then get this sorted for you. Thanks, Keith

@thetrainline I've managed to set up two different accounts with you. I'm trying to delete one as I'm getting rid of the email address, but it won't let me do it on the app (keep getting a message to say 'something went wrong'), and I can't see any way to do it on desktop. Help!

@lindalotty Can you pop your details in here? > tinyurl.com/hpbn3f44 I'll look into this and see how I can help. Thanks, Keith

@thetrainline can anyone help? We have a student group travelling to Edinburgh soon and can’t collect tickets as there is more than 99 tickets in total the machine won’t print? We have spent hours on the phone trying to get this sorted. Can someone inbox #trainlinecustomerd

@adamblade83 Hi Adam, sorry to hear about your experience. If you provide your booking information here > tinyurl.com/yzuzb9m6 < I'll look into it. Alternatively, you can also DM us with more details if you'd prefer. Regards, - Rado

What disgraceful service @thetrainline Charge for tickets that fail on their website due a fault; debits bank, told buy again. Same happens. Ring customer services and a manager talks down to you, refuses to give name (wonder why) then hangs up. 5 days for refund! Shocking

@JenniferRead6 Thanks for letting me know, glad to hear you got to your destination station, although delayed. As Delay Repay is processed by the train operators directly, if you need to reach out to them, you'll find their contact info in this link > bit.ly/2P06fqC  Thanks, ~Cat

@thetrainline when you send an email saying that my train is cancelled, could the subject say CANCELLED rather than ‘Here’s what you need to know’? It needs to jump out without me opening it.

@pre6844 Hi Michael. Please pop your info into the following link > tinyurl.com/ya8e5687 Or feel free to DM us your query, and we can have a look into this for you. Thanks, ~ Christine

@thetrainline what’s going on here I’ve had to buy another ticket to board the train because your app isn’t working!!!!

@HallAlsop Hi Sam, can you pop your details in here? > tinyurl.com/hpbn3f44 I'll look into this and see how I can help. Thanks, Keith

@thetrainline can you help - I’ve bought and paid for this ticket and no been told I don’t have “valid ticket” for travel by the revenue on board the train .. ?! Trying to fine me ! Will you be paying the fine ?

@HHickford Hi Harry,  I'm sorry this happened to you.  We are aware of a short-lived issue that caused some customers to be unable to access their tickets.  The problem has now been resolved.  Thanks ~James

@thetrainline hi I just brought my ticket but the ticket is saying this! Literally had to tell the man I’ve brought the ticket to let me through the barrier and show him my receipt!!

@paigecreaney Hi Paige, we're currently aware of an issue affecting tickets being sent to customers and being able to open them. This is currently being fixed, so please do keep an eye on this. We apologise for the inconvenience this may cause. Thanks - Gareth

@loveisaduel @HullTrainscar Hi David, if you reached your destination, you may be eligible for Delay Repay compensation. For more info on how to claim, please see here > bit.ly/3n5QPip Regards, - Rado

Hello @thetrainline @HullTrainscar my train was late (grantham to kings cross) on 28Feb Announcement said To seek compensation please assist

@diorsversace @diorsversace

@diorsversace You're welcome.

@Imsophunny_ Hi there. Please pop your info into the following link > tinyurl.com/ya8e5687 Alternatively feel free to DM us, and we can have a look into this for you. Thanks, ~ Christine

@thetrainline hello, I’m trying to refund tickets that we didn’t end up using and it’s telling me to contact you for a partial refund. Please can you help? Thank you

@diorsversace Hi Sam,  Yes, Anytime day return tickets allow for flexible outward and return travel between two stations, on a single day. There are no restrictions on the time of day you can travel with an Anytime ticket, meaning you can board a train during Peak, Off-Peak or Super Off-Pe...

@ryan_da_lion Our role is to provide customers with tickets to reach their destination. Once this has been fulfilled, you would need to speak to the operator directly. Thanks. ~Lorcan

@thetrainline my 10:24 Newcastle to kings x train was cancelled this morning. I got a later train and that arrived in London late meaning I missed my connection. The app says I should be getting a delay replay prompt but nothing has come up yet?