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
Yritys on vastannut
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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
Yritys on vastannut
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
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Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Quick helpful and positive response to…
Quick helpful and positive response to my email while I was travelling. Very impressive ! Thank you
24. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Tony
Quick service
Swift, positive and polite response to my query about getting a refund for a cancelled train.
21. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're so pleased to learn of your great experience with us. Thank you for your 5* review and positive feedback. ~ Jonathan
They were very helpful (Pam)
They were very helpful (Pam) and offered me a refund if I rebooked as I wanted to add Plusbus after I had booked my train ticket
20. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have made our day. Thank you so much for your 5* review and positive feedback. ~ Jonathan
What a breath of fresh air
What a breath of fresh air. Great app and brilliant customer service. Never using any other app for trains again. Ironically it was the train company who referred me to them when my question was too hard for them to be bothered with.
19. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're delighted to learn of your great experience with us, and we very much appreciate your positive feedback. Thank you for your 5* review and for choosing us. ~ Jonathan
Fabulous caring response
Firstly the staff at the end of an e-mail were very quick to respond to my questions and thorough in their reply. What really made the difference was the lady responding took the time to acknowledge the content of the e-mail and respond in a very kind and caring way.
18. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're so pleased to learn of your wonderful experience with us. Thank you for your 5* review! ~ Jonathan
Helped me with a refund when I needed…
Helped me with a refund when I needed to change ticket. Fast email response and very helpful. Also the tickets are good value!
18. elokuuta 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
It was so helpful to find an app that…
It was so helpful to find an app that let me use different types of railcards, as I have a disabled persons railcard, and I will be travelling with 2 teenagers who have the 16-17 saver railcard.
I was also amazed at the price difference. I tried booking this journey with Greater Anglia, and the exact same trains would have cost me over £500!
The facility to be able to book seats is also really helpful, and the icing on the cake is being able to cancel and get a full refund if I made a mistake in my panic within an hour.
Thank you!
18. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're delighted to learn of your fantastic experience with us. Thank you so much for your 5* review! ~ Jonathan
Prompt and cheery response.
Had an issue with a booking in that I booked a 2 together journey for my daughter and her partner for a football match but it turned out my daughter wasn't going but there is an option to undo the booking in 60 minutes which I couldn't find.I ended up sending an email and got a reply immediately stating it be dealt with in the next couple of hours.In the meantime I found a way to do the refund so all sorted anyway.Shortly after I had a lovely email off a woman called Pam telling me what to do next time and saying she's glad that I got sorted.
17. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're thrilled to learn of your fantastic experience with us. Thank you for your 5* review and positive feedback! ~ Jonathan
Split ticketing working against the customer
TrainSplit promote the savings they're able to get you on your rail tickets. These are indeed very impressive! So much so that I genuinely excitedly told my friends after booking. But what about when something goes wrong?
Unfortunately, TrainSplit customer service does things by the book. While I respect that, it misses a key tenet of customer service: the cost of losing a customer's lifetime value (and positive word-of-mouth) outweighs the cost of a one-off goodwill gesture.
This, sadly, shows throughout their replies on Trustpilot and in my interactions with the team. I can't fault the team's willingness to investigate my enquiry and their straightforward communication. This was genuinely impressive and I appreciate the individual attention and care that went into this. However, in the end, surely the cost of time taken for a representative to defend a case outweighs the commission and booking fees earned on tickets?
I'd encourage the company to utilise its excellent customer support offering for good: choosing pragmatism over precision where it matters. Why? Because there's no industry rule book for making customers feel well looked after and keeping their business and positive word-of-mouth in the future.
I understand the company will likely reply to this Trustpilot review. My humble request would be to not publicly re-share the specific details of my booking and our well-intended interactions out of respect for my privacy. Thank you.
14. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Dylan, thank you for taking the time to write such a considered review. We will respect your request not to repeat the specific details of your booking or our private correspondence here.
We also appreciate your positive comments about the care, attention and straightforward communication from our team, even though you strongly disagree with the outcome.
There is one point we would respectfully challenge: we don’t believe this is an example of split ticketing working against a customer.
Split ticketing can produce significant savings precisely because it combines tickets with their own fare conditions. Those conditions do not cease to apply when circumstances change, nor does the fact that some tickets within a journey ultimately go unused automatically make them refundable.
In your particular case, this wasn’t simply a situation where an unused ticket was caught by a technicality. We reviewed what happened, including the circumstances in which the original journey was missed, the subsequent purchase of alternative travel, and your argument that the remaining split tickets should be considered separately. We accepted that some of those tickets were unused. What we did not accept was that the circumstances justified overriding their normal conditions and refunding them.
Your wider point about goodwill is a fair one to raise. Customer service isn’t simply about quoting rules, and we absolutely consider pragmatism, customer experience and long-term relationships when handling cases.
We also understand your argument that the value of a goodwill gesture may be less than the lifetime value of a customer. But goodwill cannot simply become the outcome whenever that calculation is made. If we refunded otherwise non-refundable tickets whenever a customer pursued a complaint far enough, we would effectively make those tickets refundable on request. That would neither be consistent nor fair to other customers whose claims are assessed under the same conditions.
Nor do we regard the time our team spent investigating and responding to your case as wasted because the eventual answer was no. Taking the time to properly understand a customer’s argument, check the evidence and give a reasoned response is part of providing good customer service.
Sometimes good customer service means finding a pragmatic exception. Sometimes it means taking the time to investigate thoroughly, explaining why we cannot agree, and standing behind that decision even when we know it may cost us a customer.
We are sorry that, despite the positive aspects of your interactions with our team, this experience has left you feeling that we failed that test. We appreciate the thoughtful and courteous way you made your case and respect that we ultimately reached different conclusions.
The TrainSplit Team
Don’t use TrainSplit
They make stuff up I give them a bad review and they don’t like what I write fact of the matter if I went to a shop and brought a jumper and then decided I did not like that jumper I’d be able to tack back and get my money back so if I brought a train ticket and then decided not to use in a couple of mins why can’t I get my money back anyway as I said don’t worry about the £9.50 you keep it you obviously need it as I don’t think people will use you when they find out how you operate and TrainSplit will be no morn. USE TRAINLINE GUYS AND GIRLS cheaper ANYWAY 😏😏
14. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Andrew, this is now your second review about the same £9.50 booking, and we have already provided the full timeline and explanation in response to your first review.
We have not “made stuff up”. The relevant times are recorded by our booking system: you began purchasing at 08:58 for an itinerary with a 09:04 first booked train, and the transaction completed at 09:05.
You compare this to going into a shop, buying a jumper and then deciding a couple of minutes later that you do not like it. But clearly buying a train ticket for a specific journey is not the same as buying a jumper in a shop. A jumper does not have a scheduled departure time, a date of validity or fare conditions attached to its use.
More importantly, even the jumper comparison does not establish an automatic right to a refund. Simply changing your mind about something bought in a physical shop does not generally give you a legal right to return it unless the retailer’s own policy allows it.
Train tickets are governed by their fare conditions and the National Rail Conditions of Travel. Since 1 April 2026, the industry rules for refunds of unused flexible tickets have also changed. These are not rules that TrainSplit has invented because we “don’t like” your review.
We additionally provide a grace period for genuine booking mistakes of up to 15 minutes after purchase or until the departure of the first booked train, whichever comes first. You selected a journey departing at 09:04. That departure came first.
You are, of course, free to “USE TRAINLINE” as you suggest. However, the National Rail refund rules are industry-wide. Choosing a different retailer does not make those rules disappear.
For anyone reading who would prefer to check the position rather than take either our or Andrew’s word for it, National Rail publishes the rules here:
https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/refunds-change/
The TrainSplit Team
Efficient refund process
After an abandoned journey yesterday, my refund was organised within twenty four hours. Pamela could not have been more helpful or efficient.
13. 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
Extremely helpful issuing refunds after…
Extremely helpful issuing refunds after some mistakes in booking. Couldn't be more pleased!
13. 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
Bad customer experience from Tony
I searched for return journey to Leeds from Scunthorpe to take my son to the children's hospital for a check up for his autoimmune disease as he is under Leeds liver specialist.
When it brought a list up it was showing return and single journeys, little did I realise 🙄
When we was on the train from Doncaster I soon realised and contacted Train Split for me to get a very snotty email from them.
Hi Kevin,
Booking reference, E-ZBSRVG58A
Thank you for getting in touch.
The above booking was for a one way journey from Scunthorpe to Leeds. There was no return journey searched for the journey.
You would need to make a new booking for the return journey I'm afraid.
Kind regards,
Tony
The TrainSplit Customer Support Team
Office Hours;
I then replied to this email
Tony,
I know I would have definitely searched for a return journey — I'm not that daft. Why on earth wouldn't I have searched for a return when I travel on trains most days?
Your response feels as though you're simply pointing the finger rather than trying to help. You don't know anything about my circumstances, yet you've assumed the mistake was mine without properly considering the issue I've raised.
I'm very disappointed with the lack of understanding and willingness to assist in resolving this matter.
Thanks,
Kevin Wilson
Surprisingly enough I never received an email back which was so unprofessional of Tony not to reply after he sent me a rather snotty email.
I will never use this company again unless it genuinely works out cheaper than Trainline which it rarely does to be honest.
£80 return to Leeds 🙄 thanks!
You could have been a little more helpful!!
12. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Kevin,
We have reviewed this carefully, including the original search data, booking record and correspondence, and the information recorded by our system does not support the account given in your review.
Your search on 12 August at approximately 10:28 was for a one-way journey from Scunthorpe to Leeds, for two adults and two children using a Family & Friends Railcard. The underlying search data contains no return journey. Booking E-ZBSRVG58A was therefore created as a one-way journey, at a total cost of £38.81.
To clarify an important point, the TrainSplit app did not change a return journey into a single journey. The recorded search was one-way, the booking created from it was one-way, and the journey presented during the booking and checkout process was one-way. The confirmation screen would also have shown the journey purchased.
Immediately after booking, at 10:28, we sent both a booking confirmation and an e-ticket email to the email address provided. Both were successfully delivered and confirmed the journey purchased.
The TrainSplit app also provides a 15-minute undo facility after purchase, allowing customers to correct a booking made in error. We received your first message at 13:51, more than three hours after the booking was completed and after the tickets had been used.
We appreciate that you remember selecting a return and may well have intended to purchase one. However, we have to distinguish between what was intended and what was actually submitted to our system. The recorded search contains no return journey, and we cannot retrospectively provide a return journey that was not booked or paid for.
We would also like to correct the statement that Tony did not respond to your second email. He replied at 15:09 on 12 August, acknowledged the circumstances surrounding your son’s hospital appointment, apologised that his initial response had come across as blaming you, checked the booking again and explained the position in more detail. Our records show that this response was viewed at 15:10.
Tony’s first response was brief and could have provided more context. We are happy to acknowledge that. However, the information he provided was correct, and his follow-up addressed the concerns you raised.
We understand that finding you still needed tickets for your return journey was frustrating. However, having reviewed the underlying records, we have found no evidence of the app changing your journey or of a return journey being selected and subsequently removed. The search, booking, payment and confirmation records are all consistent with a one-way journey having been selected and purchased.
We are always prepared to acknowledge when something has gone wrong on our side. Having investigated this case, there is no evidence that this was the case here.
The TrainSplit Team
Swift response and refund made right…
Swift response and refund made right away. Very impressed!
12. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're over the moon to hear that you gave us a 5-star rating! Thank you for choosing us. ~Tony
What more could you ask
The Trainsplit customer service has been beyond expectation. They are prompt and on point. I have had some awful experiences with organisations that have no phone numbers to call for customer service and hence my skepticism. However Trainsplit proved me wrong here ... thankfully!
5. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're so pleased to learn of your fantastic experience with us. Thank you for your 5* review! ~ Jonathan
Great customer service
Jonathan from the Customer Service team was incredibly helpful, sorting out my refund straight away. The rebooking process for my new journey was also very easy and quick.
5. elokuuta 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 mean, why does anyone go anywhere else?
Trainsplit is my go-to for train bookings for both personal trips and work travel when I'm not forced to buy tickets through a work portal - their user interface is a head and shoulders above the rest, and the peace of mind of knowing that there's no booking fee is great too. Their customer support is excellent, too - shout out to Adam in particular for some recent help with a Railcard - and it absolutely makes me want to recommend them to others! It feels like a company built by people who like trains and the people who travel on them - which is great for train nerds, for sure, but also is just great in general, because they genuinely care about their customers.
3. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're so happy to learn of your fantastic experience with us. Thank you very much for your 5* review! ~ Jonathan
Outstanding Customer Service
Lightening fast customer service today when I emailed to see if I could be refunded on a pre-booked ticket which could not be used. The customer service assistant was courteous, efficent and responsive. They understood my predicament and were able to help immediately. Very grateful.
31. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're absolutely overjoyed to learn of your fantastic experience with us. Thank you so much for your 5* review and positive feedback! ~ Jonathan
Absolutely fantastic app
Absolutely fantastic app. I have used it twice to go to Scotland. Got return tickets for £80 rather than £130.
Railway stations can sometimes get you split tickets but they are not as effective as the Train Split app. I couldn’t believe how massive the savings were.
30. heinäkuuta 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
DO NOT USE - THEY DID NOT SEND MY TICKETS
Absolutely awful company, rubbish customer service. They sent my tickets to an email address I do not recognise. As I did not receive the tickets, I drove instead and they have refused to issue a refund, as a consequence I will be taking legal action.
24. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Gurdev,
We’re sorry to read your review.
We’ve reviewed your booking and your subsequent correspondence on several occasions, but our findings have remained the same throughout.
Your booking was completed at 18:56:03 on 24 July 2026. The booking confirmation and e-tickets were available immediately on the confirmation screen and were successfully delivered to the email address entered during the booking process within seconds of the booking being completed.
You have suggested that our system generated or changed your email address. That simply isn’t how online booking systems work. Most people will be familiar with this process. A booking system can only send confirmations to the email address entered during checkout. It cannot randomly generate, alter or substitute a customer’s email address.
We also offer a one-hour grace period for future-dated travel, during which customers who have changed their minds can request a refund, subject to the terms of that policy. No such request was received during that period. We first heard from you at 23:41 that evening, almost five hours after the booking was completed, when you advised that you had already made alternative travel arrangements and requested a full refund.
As your booking was for Advance tickets, they are non-refundable except where the ticket conditions or applicable industry rules provide otherwise. We also asked whether you had purchased replacement rail tickets so we could consider whether a discretionary refund might be available, but no evidence of replacement rail travel was provided.
We’ve reviewed the matter on multiple occasions, but the underlying facts have not changed, and neither has our decision.
The TrainSplit Team
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