Trainline.com Limited
Trainline.com Limited provides customer service for train ticket bookings, refunds, changes, and travel information for UK and European rail and coach services. Common reasons for calling include making changes to bookings, requesting refunds, and resolving account issues. While specific wait times are not provided, it is advisable to call during off-peak hours to potentially reduce waiting times. The customer service team can assist with booking-specific issues, but some queries may be redirected to online support or the AI Assistant. Having your booking reference or account details ready will facilitate a smoother experience.
Updated 15 Dec 2025
Expected outcomes
- Request a refund
- Change booking details
- Resolve account issues
- Get travel information
- Confirm fare differences
- Receive booking confirmation
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
- Change details
- Travel dates
- Passenger information
Known issues
There have been frequent issues with the AI Assistant providing incorrect travel information, which has led to potential fines for customers. Trainline is aware of this problem and states that improvements are ongoing as the AI Assistant is still in beta. To avoid misinformation, it is recommended to verify details with a human agent when possible. Additionally, calling during non-peak hours may help reduce wait times and ensure a more efficient service experience. For urgent matters, having all necessary information ready can expedite the process.
