I sent a query to the customer service after receiving an email that the fourth train of five making up a journey was cancelled. The wording about my options was ambiguous. I got an immediate response... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
First time using this company and after contacting them about our seat reservations, I was blown away with their level of amazing customer service. Adam replied to me really quickly and was so lovely... Näytä lisää
Yritys on vastannut
TrainSplit consistently offers the best fares and the biggest savings. What makes it more remarkable is that when I have needed to change or amend a ticket it’s actually a person that helps you rat... Näytä lisää
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Dealt with, and resolved, my email query relating to a train ticket booking exceptionally quickly (within 15 minutes). Bravo Adam! That is BRILLIANT customer service!
Yritys on vastannut
Yrityksen tiedot
Yrityksen kirjoittama
Trainsplit.com is dedicated to saving you money on train tickets. By simply splitting your train journey across two or more train tickets, you can save money on your next trip. Thousands of people are now enjoying affordable train travel thanks to TrainSplit.
Yhteystiedot
Raileasy, 10 Station Parade, E11 1QF, London, Yhdistynyt kuningaskunta
- customer.support@trainsplit.com
- trainsplit.com
4,7
Erinomainen
1 t. arvostelua
Pyytää asiakkailta arvosteluja
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Kuinka tämä yritys käyttää Trustpilotia
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Booking my tickets was really easy and…
Booking my tickets was really easy and I saved a good chunk of money. I was worried that the process of splitting the journey would be complicated but was very simple.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're delighted to hear of your experience with us when booking tickets. Thank you for your 5* review and for choosing us. ~ Jonathan
I booked a ticket five days for…
I booked a ticket five days for travelling costing £38 and I sent a email and to get a refund 3 day before travelling because something come up and I can not go and they told me they will not refund it at all they side is not down to them that I cart go so people please be careful when you book tickets because all robbing money of the customer
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Simon,
We didn’t refuse to refund your whole booking.
Your booking included flexible tickets, which we offered to refund, and a £25.35 Advance ticket, which wasn’t refundable because your work was cancelled, not your train.
You contacted us on 14 September for travel on 16 September. Giving two days’ notice doesn’t change the refund terms of an Advance ticket. We explained when these tickets can be refunded and also gave you the option to change it if your work was rearranged.
You then contacted CrossCountry, who referred you back to us because TrainSplit sold the ticket. That doesn’t make the ticket refundable or mean CrossCountry had authorised a refund.
We also offered to refund the flexible tickets in your booking. That refund wasn’t accepted before the deadline of 23:59 on 15 September, so those tickets have now expired.
You’re of course free to book elsewhere in future, but unfortunately a different retailer won’t come with different rules for Advance tickets. Wherever you book, it’s worth checking the ticket type and conditions before buying, as those are the terms you’re agreeing to.
We’re sorry that you disagree with the refund rules, but we’ve explained the position and the options available throughout our email thread. We don’t set the refund conditions for Advance tickets and can’t apply different rules to individual customers.
TrainSplit Team
I had to cancel my train tickets…
I had to cancel my train tickets because two funerals of close friends were happening during my trip to West Country. Jonathan treated me really well and I cannot thank him enough. It’s a stressful time and to be treated so well is really helpful. Thankyou🙏
15. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and positive feedback. ~ Jonathan
I made a claim for a ticket refund for…
I made a claim for a ticket refund for same day travel but could show that I had booked a replacement ticket which was about 3 times the amount of the one I had originally purchased, as I had to get home for an emergency. I processed the refund expecting to get a no at some point in next few days but someone came back within 10 mins and confirmed they would process the return. Excellent customer care from a real person - I think :)
15. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're overjoyed to learn of your wonderful experience with us. Thank you for your 5* review! ~ Jonathan
Extremely easy claim form.
Extremely easy claim form.
Very prompt reply from Train split.
Refund in my bank very promptly.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're thrilled to learn of your wonderful experience with us. Thank you for your 5* review! ~ Jonathan
Best prices for train tickets
Really easy to use but you do need to make notes of the times to ensure you've got enough time to make connections! Take screenshots as you go if you want to look up a few options. It's not always easy to go back to previous options. Be careful to book seat reservations before you finalise your booking - you need to scroll down to find them.
Email confirmation is fast and etickets arrive at the same time.
Can be a bit confusing if you get multi tickets for one train - just make sure you save them all - you don't have to get off the train, just change tickets!
Prices seem really good as long as you book in advance.
4. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Thank you for getting in touch; we really appreciate your feedback and positive review. ~ Jonathan
Great Staff
Pam! amazing. Really nice staff. Helped me organise after a problem. Really appreciated her.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're really pleased to learn of your great experience with us recently. Thank you for your 5* review and for choosing us. ~ Jonathan
Pam was very helpful and polite and…
Pam was very helpful and polite and really went out of her way to assist in my query. Great customer service.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're absolutely thrilled to learn of your experience with us. Thank you for your 5* review! ~ Jonathan
Very helpful reply from Pam who…
Very helpful reply from Pam who understood my problem. Quickly dealt with unlike the National Trust who were as difficult as they could be.
Thank you.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and positive feedback. ~ Jonathan
Outstanding
I have used Trainsplit customer service several times - cancelled trips, mistake in bookings and industrial action all involving some kind of refund or rebooking. On all occasions they have been prompt, exceptionally helpful and sometimes arranged refunds to save me form filling online. I can't speak highly enough of the different people I have dealt with.
I do wish refunds was on the menu page, rather than having to search Google.
14. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're really pleased to learn of your positive experiences with us. Thank you so much for your 5* review! ~ Jonathan
I made a mistake on booking a return…
I made a mistake on booking a return journey which would have resulted in a 7 hour wait at the station, I contacted the Trainsplit Helpdesk (after hours) and explained with booking references. They replied first thing next morning explaining what to do, this resulted in me rebooking sending all the new details to them and my refund was completed in 10 minutes, excellent customer service.
10. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
The customer service agent Pam was amazing
The customer service agent Pam was absolutely fantastic! She promptly answered my emails and also made extra effort to explain exactly what I needed to do
7. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Good, but watch out if you have to refund an Advance booking
There are many things to like about TrainSplit. Obviously, the main one is the very substantial savings that split ticketing can give. So far, I have only booked one journey with them, a Scotland to Wales one using three Advance singles. The website I think is excellent, and the e-ticket pdf includes a very useful summary page of the full itinerary and tickets. I imagine this would be especially useful in the event of disruption to one’s journey, e.g. when dealing with railway staff.
When I printed my tickets, I noticed that I had very stupidly booked on the wrong date, and as the one-hour grace period to cancel the ticket without penalty had elapsed, I needed to book a new journey on the correct date and then refund my original booking. This I did in the knowledge that I would forfeit a £5 fee for the refund. What I did not expect was that in addition to the £5 fee, TrainSplit also retained their “Share of savings” (i.e. commission), which amounted to a further £25 in this instance. Ouch!
I immediately queried this by email with their customer service team and received a very prompt reply from Jonathan, explaining that this was indeed their policy and pointing me to the relevant section of their Terms and Conditions. So basically, I have had to chalk it up to experience.
In summary, I can recommend TrainSplit with the proviso that should you need to refund a booking, you need to be aware that your financial loss will not necessarily be limited to the £5 fee. Take extra care to check your booking details are correct immediately after completing it and while you have a chance to cancel it without penalty.
I strongly believe that TrainSplit need to reconsider their policy and not retain their full commission in the event of a refund, perhaps capping the amount retained at a fixed sum or percentage. If they had kept back a tenner, I would probably have sucked it up, but keeping £25 does not seem justifiable.
20. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Nick,
Thanks for the detailed and balanced review, and for your positive comments about TrainSplit, the e-ticket itinerary and the prompt support you received from Jonathan.
You’re quite right to highlight the importance of checking journey details immediately after booking. For future-dated bookings, we provide a one-hour grace period so that errors spotted shortly after purchase can be cancelled without the normal refund charges applying.
It may also be helpful to add some context around the £25 Share of Saving fee in this case. This is separate from the face value of the rail tickets and is capped at £25, regardless of how large a saving TrainSplit finds. For your particular journey, the equivalent through fare was £380.20, while the total price paid through TrainSplit was £110.10, including the £25 Share of Saving fee. The saving on the original booking was therefore £270.10 even after our fee had been applied.
Share of Saving is the fee we charge for finding and providing that split-ticket saving. Where a booking subsequently needs to be changed or refunded for reasons unrelated to disruption, the service for which the fee was charged has already been provided, so the Share of Saving fee is non-refundable. This is set out in section 8.9 of our Terms and Conditions.
We understand your suggestion that there should be a separate, lower cap on the amount retained when a booking is subsequently refunded. Our model works differently: the Share of Saving fee is capped when it is charged and, except in the circumstances set out in our terms, is non-refundable.
We appreciate that the non-refundable Share of Saving fee made correcting the booking more expensive than you had expected. We’re pleased that you otherwise found TrainSplit useful, and appreciate both the recommendation and the constructive feedback.
Kind regards,
TrainSplit Customer Support
The customer service is awful
The customer service is awful. Take days to reply. I think the trust pilot reviews here must off been written by staff .I will never use them again .they don't refund ticket .even if you ask them to days in advance. Please steer clear bunch of crooks
31. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Calvin,
As your review gives a rather different impression from the booking records, some context is necessary.
You made several separate bookings for travel around 31 August using the TrainSplit Android app and then submitted multiple refund requests under “disruption”.
For example, one journey was booked at 15:50 on 28 August for travel on 31 August. The itinerary you selected already showed a ScotRail replacement bus. Replacement bus services are clearly labelled as “Replacement Bus” in the TrainSplit Android app before a journey is selected and purchased. This is not information hidden in the small print or revealed after payment.
Your booking confirmation, delivered immediately after purchase, also specifically stated that you were booked on a replacement bus service.
Nevertheless, on 29 August, two days before that journey was due to take place, you submitted a refund request claiming disruption. When asked to identify the disruption, the information you initially provided was simply “31 August”.
You subsequently explained the actual issue: you did not want to travel because part of the journey was by replacement bus.
That is, of course, your choice. It is not, however, disruption. The replacement bus was part of the journey you selected and paid for in the first place.
You submitted similar “disruption” refund requests against several other bookings. We explained that we would consider any genuine disruption, but repeatedly selecting “disruption” on a refund form does not make a journey disrupted. We still need to establish what actually happened.
It is also incorrect to say that we “don’t refund tickets even if you ask days in advance”. The example above was refundable under its normal conditions until 23:59 on 30 August, subject to the applicable administration fee. What you sought instead was a disruption refund.
There is an important difference between refusing to refund tickets and refusing to classify bookings as disrupted when the evidence does not support that claim.
Your comments about our response times also omit that these requests were submitted over the Bank Holiday weekend and were answered on 1 September, the next working day.
Finally, we appreciate that “crooks” makes for a punchier review than “they wouldn’t give me the type of refund I asked for”, but it does not make it accurate. Nor is there any basis whatsoever for suggesting our positive Trustpilot reviews were written by staff.
We are quite happy for readers to consider the facts above and draw their own conclusions.
TrainSplit Customer Support
Excellent customer service
Excellent customer service, they have been quick to respond to my customer service requests and are very helpful. Quite honestly one of the better customer service experiences I’ve had.
1. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and positive feedback! ~ Jonathan
Fantastic customer service
Fast customer service, always solve any issues (which rarely arise) in the first instance.
1. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're thrilled to learn that you've had such a fantastic experience with us. Thank you for your 5* review! ~ Jonathan
Excellent Customer Service
I made an error in booking date and had to contact the company by email for help. The response from Customer Service (Jonathan) was almost immediate, friendly, and the advice was easy to follow. An extremely efficient service and excellent Customer Support.
26. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
Kind and helpful customer service
Kind and helpful customer service
26. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
I made a digital error with my email so…
I made a digital error with my email so did not receive my tickets electronically. My request to Customer Support was dealt with quickly and efficiently .
My fat finger had pressed the v instead of c!!
24. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Pam in the customer support team
Pam in the customer support team was excellent not only did she sort my seating problem out but she did it in a friendly way & was very patient with was I am in my late 70’s and no way a computer wizz kid ! I particularly liked way we had a bit of banter which we bounced off each other without anyone getting offended, it made the whole process less of an ordeal and gives me a bit more faith in customer service, not that happens very often these days! Well done Pam !
24. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Thank you so much for taking the time to leave a 5-star review! We're thrilled to hear that you had a great experience. ~Tony
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