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The Trainline Customer FAQ

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What is The Trainline's Phone Number?

The question we are asked most often is about how to talk to The Trainline customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

Can I use my train ticket on different train operators?

Train tickets purchased through The Trainline may or may not be valid for travel on different train operators, depending on the specific However, for certain types of tickets, such as 'Any Permitted' routes or off-peak tickets, passengers might find that they are able to use them on multiple train operators within the ticket's specified travel area. This can allow for some flexibility in journey planning, such as traveling on different operators for connecting services. It is always wise to check the terms and conditions associated with the ticket being purchased. Important information regarding the usage of tickets across various train operators can usually be found on The Trainline’s website, where clear details about specific routes and operators are provided. If you find yourself in doubt about your ticket’s validity on a certain operator, the best course of action is to verify the ticket details on the current webpage for accurate information....
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Recent The Trainline Customer Questions

How do you change your email on your account

To change your email on your account, log in to your account settings on The Trainline website or app. Navigate to the personal information section where you can update your email address. Remember to save your changes once you’ve entered the new email. You may need to verify the new email address through a confirmation link sent to it.
Asked Mar 8, 2025 12:01 AM

How can I book my travel if all my payment methods have been refused ?

We're sorry to hear you're having trouble with your payment methods. It's best to double-check that the card details have been entered correctly, and that there are sufficient funds in the account. Also, ensure that any card used for overseas transactions has been approved by your bank. Alternatively, you may try using a different method of payment. Trainline accepts multiple payment options like credit/debit cards, PayPal, and Apple Pay. If you're still facing difficulties, it might be a good idea to contact your bank for assistance in troubleshooting the issue.
Asked Apr 16, 2024 12:34 PM

Have not received the e-tickets by email despite two requests

We're sorry for the inconvenience. Tickets from The Trainline usually arrive in your email inbox soon after booking. Make sure to check your spam or junk mail folder, as sometimes emails can go there. If you still can't find your e-ticket, your tickets might also be retrievable within your Trainline account under "My Bookings." If all these have been tried with no success, unfortunately, there might have been an error in the system or with the provided email address during booking. In such cases, it's advisable to get in touch with The Trainline's customer service for further assistance.
Asked Apr 10, 2024 7:47 PM

Find evidence of tickets I bought online but have not received confirmation

If you haven't received confirmation for tickets you bought online from The Trainline, please check your spam or junk folder in your email, since confirmation emails and e-tickets may sometimes end up there. If you still cannot find them, log in to your account on The Trainline website or app. All your past and upcoming trips, including ticket details, should be found in the “My Bookings” section of your account. If you cannot find the ticket information there, it is possible the booking did not go through. But a confirmation message right after your payment is a common verification that your booking was successful. This usually includes a summary of the trip and a booking confirmation.
Asked Apr 4, 2024 8:12 PM

Where do I find my digital rail card

Your digital Railcard can be found in the "Railcards" section of your Trainline account. Simply log into your account and navigate to the Railcards tab where you will find all your purchased Railcards. You can also add them when booking a journey. Just select a railcard in the drop-down picker when you're booking your journey and make sure you carry it with you when you travel. Remember, only the named Railcard holder can use it for travel discounts.
Asked Apr 4, 2024 12:24 PM

Help me with my The Trainline customer service issue

Payment and Fees

What payment methods are accepted on The Trainline?

The Trainline offers a variety of payment methods to ensure that customers have a convenient experience when purchasing tickets. Generally, For users of The Trainline App, mobile payment options may also be available, such as Google Pay and Apple Pay, which allow for quick and secure transactions directly from their devices. It is important to check the specific payment options available at the time of booking, as they may vary based on user location or particular ticket purchases. For the most current information regarding payment methods, visiting the official Trainline website is recommended....

Are there any discounts available on train tickets?

The Trainline frequently offers various discounts on train tickets, but the availability and type of discounts can vary based on several It is common for The Trainline to promote advance ticket bookings, as purchasing tickets well ahead of time often leads to lower prices. Additionally, peak and off-peak travel times can greatly influence the cost of tickets, with off-peak travel typically offering more affordable options. Users are also encouraged to explore different fares and ticket types, such as single or return tickets, as these can sometimes provide better value depending on one’s travel plans. Additionally, there may be loyalty programs or partnerships that offer further discounts or rewards for frequent travelers. For the most accurate and current information regarding any discounts available on train tickets, users are advised to visit The Trainline's official website where the latest offers will be highlighted. This can ensure that travelers take full advantage of any savings opportunities when planning their journeys....

Are there any additional fees or charges when booking train tickets?

When booking train tickets through The Trainline, travelers may encounter various fees or charges, depending on specific circumstances. It is also important to note that some train operators may impose their own charges for specific services, such as seat reservations or upgrades. Travelers are encouraged to thoroughly review all terms and conditions before finalizing their bookings to understand any potential additional costs. For the most current and detailed information regarding fees and charges, it is helpful to visit The Trainline website and navigate to the relevant sections....

Booking Changes and Cancellations

Can I change or cancel my train ticket booking?

Trainline provides options for changing or canceling train ticket bookings, but the specific policies depend on the type of ticket To change a booking, you can typically modify it through the Trainline app or website, and it is advisable to do this as soon as you determine you need to make a change. There may be fees involved in altering your ticket, depending on the terms associated with your original purchase. If you decide to cancel, your eligibility for a refund will again depend on the ticket type. Some tickets may allow for partial refunds, while others may not offer any refunds at all. For the most accurate and detailed information regarding your specific booking, it is advisable to refer to the current web page for further guidance on their policies and procedures regarding changes and cancellations....

Can I make changes to my journey after booking?

After booking a journey through The Trainline, it is indeed possible to make changes, although the specific options available depend If your ticket is non-changeable or subject to strict conditions, flexibility may be limited. In some cases, it may be necessary to cancel your original ticket and book a new one at the current fare. It is important to review the ticket type and the associated terms for clear guidance on any changes. For detailed information regarding modifying a specific booking, please refer to the relevant sections on The Trainline's website. There you will find the most accurate and updated information regarding your options and the policies that apply to your journey....

What are the terms and conditions for refunds on train tickets?

The Trainline operates under specific terms and conditions regarding refunds on train tickets, which can vary depending on the type It is essential to know that when a passenger purchases a ticket through The Trainline, they are subject to the terms laid out by the train operators themselves, which can affect refund eligibility. Most standard tickets can be refunded or changed prior to the scheduled departure time, but the passenger may incur an administrative fee. Advance tickets, on the other hand, tend to have restrictions and typically do not allow for changes or refunds after the ticket has been issued. In the event of a failure to travel due to unforeseen circumstances, passengers might be eligible for a refund or a partial refund based on the specific train operator's policy. For the most accurate and detailed information regarding refunds for train tickets, it is advisable to check the current web page of The Trainline, where the specific terms and conditions will be outlined. This will ensure that any passenger is well-informed of their options regarding ticket cancellations and refunds....

Train Services

Is it possible to choose my own seat on the train?

The ability to choose your own seat on a train booked through The Trainline depends on the specific train operator and the type of Passengers are encouraged to look for seat selection options during the booking process, as it may be highlighted when selecting tickets. Additionally, after booking, it may be possible to manage your reservation and select a seat through The Trainline's website or app, depending on the operator's policies. For accurate information regarding your specific journey and whether seat selection is available, it is advisable to refer to the current web page that details your travel options and seat availability....

What happens if my train is delayed or cancelled?

When a train is delayed or cancelled, passengers are usually advised to check the status of their journey through the Trainline platform In the case of a cancellation, passengers are generally entitled to certain rights. Under UK law, if a train is cancelled, passengers may be eligible for a full refund for their ticket or have the option to travel on the next available service. It is also possible that compensation might be offered if the cancellation is due to reasons within the control of the train company, such as maintenance issues. Passengers should always check the website for specific guidance, as policies can vary depending on the circumstances and the train operating company involved. The Trainline also provides helpful resources on their website that outline the steps to take in such situations, including how to submit a claim for compensation if applicable. This information can help ensure that you are well-informed about your options during travel disruptions....

What should I do if I miss my scheduled train?

If you miss your scheduled train, there are a few important steps to take. First, it is essential to check the type of ticket you purchased. You should also look for any information on the Trainline website regarding your specific ticket conditions. In many cases, the website provides guidelines on what to do if you miss your train, including which trains you can take next and any potential fees involved. If you find yourself at the station, it might be worthwhile to speak with a station representative for immediate assistance. They can provide guidance specific to your situation and help you with rebooking if necessary. Always remember to stay updated on your travel plans, as train schedules can change. It is advisable to keep an eye on live updates at the station or through the Trainline app for real-time information on the next available trains....

Ticket Information

What types of train tickets are available on The Trainline?

The Trainline offers a variety of ticket types to accommodate the different needs of travelers. One of the most common ticket types Another option is the advance ticket. This type is typically purchased in advance and comes with a fixed date and time for travel, offering significant savings over standard tickets. There are also group tickets available for those traveling with friends or family, which typically provide discounts based on the number of passengers. First-class tickets are available for travelers who prefer a more comfortable experience, featuring spacious seating and additional amenities. Finally, The Trainline provides tickets for specific services, such as sleeper trains, which allow passengers to travel overnight in sleeping accommodations. Passengers should be aware that ticket types can differ based on the train provider, so it is advisable to review the specific conditions and benefits of each ticket type when booking. For the most accurate and up-to-date information on available ticket types, travelers may refer to the current Trainline website....

Do I need to print my train tickets or can I use a mobile ticket?

Trainline offers the convenience of mobile tickets, allowing travelers to use their smartphones for ticket validation. Many train operators When you purchase your tickets through Trainline, you will typically have the option to choose between mobile tickets, print-at-home tickets, or collection at a station. It is essential to check the specific ticket type you are buying and the policies of the train operator you will be traveling with, as acceptance of mobile tickets may vary by provider. If you prefer a digital solution, ensure that your mobile device is fully charged and that you have the Trainline app or the email confirmation ready for display prior to your journey. For further details regarding your ticket options, it is advisable to look on the current web page of Trainline for the most accurate information....

Can I use my train ticket on different train operators?

Train tickets purchased through The Trainline may or may not be valid for travel on different train operators, depending on the specific However, for certain types of tickets, such as 'Any Permitted' routes or off-peak tickets, passengers might find that they are able to use them on multiple train operators within the ticket's specified travel area. This can allow for some flexibility in journey planning, such as traveling on different operators for connecting services. It is always wise to check the terms and conditions associated with the ticket being purchased. Important information regarding the usage of tickets across various train operators can usually be found on The Trainline’s website, where clear details about specific routes and operators are provided. If you find yourself in doubt about your ticket’s validity on a certain operator, the best course of action is to verify the ticket details on the current webpage for accurate information....

Feedback and Support

How can I give feedback about my experience with The Trainline?

Providing feedback about your experience with The Trainline can be an important way to share your thoughts and help improve their services....

How do I retrieve a lost booking reference on The Trainline?

If a customer has lost their booking reference for a train journey made through The Trainline, there are several steps they can take In addition, the customer can log into their account on the Trainline website or app, where past bookings should be listed along with their corresponding booking references. If the journey was booked without logging into an account, using the same email address to search for past bookings may help. If these methods do not yield the needed information, customers might consider referring to the help section on The Trainline's website for guidance on accessing booking details, which may provide further options to recover a lost booking reference. That section can offer useful insights to help navigate the situation effectively....

Special Assistance

What is The Trainline's policy on group bookings?

The Trainline has specific policies in place related to group bookings, which aim to facilitate the needs of travelers who are booking When making a group booking, it is essential to pay attention to the railway company's individual group travel policies, as these can vary. Some train companies may require advance reservations, while others may have specific time frames for making these arrangements. In addition, there can be conditions regarding changes or cancellations for group tickets, so it is advisable to review these policies carefully before finalizing a booking. For the most current and detailed information regarding group bookings, including potential discounts and specific requirements, it is best to visit The Trainline's website directly. The website may provide insights into how to navigate group bookings effectively, as well as any contact information for further assistance....

Are there any facilities available for disabled passengers?

The Trainline is committed to providing assistance and facilities for disabled passengers. They understand the importance of making When planning a journey, it is advisable for passengers to check the specifics of their travel route. The Trainline provides detailed information about the accessibility features at different stations, and passengers can review this on their website. It is particularly important to ensure that any required assistance is arranged in advance, as this can help facilitate a smoother experience. In addition, many train operators have their own specific policies and resources aimed at supporting disabled passengers. The Trainline facilitates easy access to this information, but it is vital for travelers to confirm the exact details for their chosen journey. For the most accurate and current information regarding facilities and assistance for disabled passengers, visiting the relevant sections of the Trainline website is recommended....
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