Trainline.com Limited
Trainline.com Limited provides customer service assistance for train ticket bookings, refunds, changes, and account issues for UK and European rail and coach services. Business travel support is also available for Trainline Business platform users, including account setup, group bookings, and expense management. Customers typically call for help with booking changes, refunds, and business travel arrangements. Although specific wait times are not provided, calling during non-peak hours may reduce waiting. Best times to call are usually mid-morning or early afternoon when call volumes are lower.
Updated 15 Dec 2025
Expected outcomes
- Book train tickets
- Request ticket refunds
- Change travel bookings
- Resolve account issues
- Set up business accounts
- Manage group bookings
- Handle expense inquiries
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Booking reference
- Account details
- Reason for refund
- New travel details
- Business account details
- Group booking information
Known issues
A significant issue with Trainline's AI Assistant has been reported, where misinformation could lead to fines from train companies. This problem is frequent and has been acknowledged by Trainline, which is working on improvements. Customers should verify information received from the AI Assistant with a human representative to avoid potential errors. Additionally, to minimize frustration, consider using online resources for basic inquiries and call during non-peak hours for quicker service.
