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
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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!
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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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Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Complete rip off.
Paid £126.80 for a first advance. Change the ticket to another service which costs more money. Only given £99 refund.
Shocking, won’t use again.
21. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Jason,
Your review states that you paid £126.80 and received a refund of £99.00. While those figures are correct, they do not reflect how refunds for Advance ticket changes are calculated.
As explained in our correspondence, your booking confirmation clearly itemised your purchase as follows:
* Ticket value: £104.00
* Share of Saving: £22.80
* Total paid: £126.80
These are separate amounts. The total amount paid is not the same as the refundable ticket value.
Under section 8.9 of the Terms and Conditions accepted during the booking process, refunds and amendments are calculated on the face value of the tickets only. In your booking, the face value of the tickets was £104.00, as shown on your booking confirmation.
The Share of Saving is TrainSplit’s share of the saving generated by finding a cheaper split ticket combination. It is a separate charge, clearly itemised on your booking confirmation, and does not form part of the face value of the rail tickets. Section 8.9 of the Terms and Conditions also states that the Share of Saving is non-refundable.
Your refund was therefore calculated as follows:
* Face value of the tickets: £104.00
* Less administration fee: £5.00
* Refund issued: £99.00
If you do not wish to use split tickets, this option can be disabled during the booking process. In that case, no Share of Saving would apply, although you would also not benefit from the savings generated by split ticketing.
There is no discrepancy between the refund issued, the pricing breakdown shown on your booking confirmation and the Terms and Conditions accepted during the booking process. Your refund has been processed correctly in accordance with those terms.
TrainSplit Team
Swift response and solution found
20. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're thrilled to learn of your fantastic experience with us. Thank you for your 5* review! ~ Jonathan
Very quickly sorted out my query the…
Very quickly sorted out my query the same day and before my journey!
Unfortunately I do think it’s inconvenient that should your journey involve TfL then you are forced to use paper tickets for all parts of your journey. I bought a PlusBus ticket alongside my train tickets to use to get me to the train station, but the paper tickets could only be printed from the train station. Obviously not customer services fault - I am thankful they were able to solve this for me this time and so quickly - just hopefully TrainSplit could potentially change this for the future.
20. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Hi Katie,
Thank you for your 5-star review and for taking the time to share your experience.
We’re pleased David was able to resolve your query before you travelled.
Unfortunately, the limitation you mentioned isn’t specific to TrainSplit. Where a journey includes travel through London, the rail industry’s fulfilment rules require the booking to be issued as paper tickets because TfL currently doesn’t accept National Rail barcode tickets for all journeys. Those same industry rules also prevent us from mixing paper and digital fulfilment within a single booking, so our options are normally quite limited.
On this occasion, David was able to make an exception and reissue your PlusBus ticket as an e-ticket so you could use it to reach the station, and we’re glad this helped.
We’re hopeful that, as the rail industry and TfL continue to modernise ticketing, these restrictions will be removed in the future. Thank you again for your feedback, and we hope you have a great trip.
Kind regards,
The TrainSplit Team
One of the best ticket apps/websites I have ever used
One of the best ticket apps/websites I have ever used in my life for the British railways. Simple to use, tickets are always at good prices, and I have definitely saved a lot of money on tickets compared to other apps/websites and the ticket machine/office at my local station.
15. heinäkuuta 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
So easy to book
So easy to book, found cheap routes I hadn't even been aware of. Just hope the railway companies perform as required.
12. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Tony
Jonathan and team are responsive and fantastic
Jonathan was incredibly helpful with refunding my tickets for the train cancellations— he and his team responded so quickly. I wasn’t able to attend my friend’s wedding, which was quite sad (and not the vendors fault) but the reimbursement for the whole ticket cost made that much better. Thanks so much to your team.
10. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're so pleased to learn of your excellent experience with us. Thank you for your 5* review! ~ Jonathan
Great customer service
Had to cancel a train journey due to a medical emergency. Although they have a no refund policy for the type of tickets I purchased they listened and made a refund. When others I am dealing with are hiding behind inflexible terms and conditions it was refreshing to deal with real humans who actually cared.
9. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're absolutely thrilled to learn that you had such a wonderful experience with us. Thank you for your 5* review! ~ Jonathan
Refund request experience
We had to rearrange our travel plans due to an unexpected event and therefore had to apply for refund for a portion of our journey. Johnathan in Customer Services responded very quickly to our email, advised a refund would be with us within 3 days and just made the whole situation much better and simpler than we were anticipating - many thanks Johnathan! Much appreciated :)
7. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and for choosing us. ~ Jonathan
Brilliant customer service when train…
Brilliant customer service when train cancelled due to strike action
7. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We very much appreciate you taking the time to review us after your positive experience. Thank you so much for your 5* review and positive feedback! ~ Jonathan
Thankyou Jonathan
Booked train tickets with train split for upcoming football game, kick off time changed so had to rebook to get refund, did this but used a different Bristol station so could not get refund so had to book a third time using original bristol station, Jonathan explained everything and sorted refunds, 5 star service!
Thankyou
6. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're trilled to learn of your wonderful experience with us. Thanks for your 5* review! ~ Jonathan
Help When Printer Failed
My printer failed the day before I was travelling and I was unable to print my tickets. Adam in Customer Support helped me through the stages required and transferred my booking to enable me to print my tickets at the station. All carried out with minimum of fuss and on a Sunday as well!
5. heinäkuuta 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
Wonderful customer service
Wonderful customer service, wow! I needed help with a seating change and the agent via email was extremely helpful. Thank you!
4. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words have really made our day. Thank you for your 5* review and positive feedback! ~ Jonathan
Customer Service was excellent and such…
Customer Service was excellent and such a quick response. Only negative is the £5 admin fee as it was a genuine mistake and I rebooked anyway.
3. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
We're really pleased to hear of your great experience with us. Thank you so much for your review! ~ Jonathan
Jonathan was so helpful
Jonathan sorted my issue out so swiftly. So grateful
3. 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
Customer Support were very patient and helpful
Although I've used this company quite a lot and has been my go to place for advance train tickets for a few years. Today it's been the first time I needed to reschedule a journey. Their Customer Support were very patient and helpful and prevented me making a costly mistake.
1. heinäkuuta 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
Pam was so helpful and kind in her…
Pam was so helpful and kind in her communication with me and was able to offer me a full refund on my ticket when strictly speaking, she didn't have to. I very much appreciated her behaving like a human, with understanding and compassion - she went above and beyond. Very satisfied customer and will be looking to book with Train split more often now. Thanks again Pam and Trainsplit
30. kesäkuuta 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
Refund without any issues
My train with Southern railway was cancelled so I had to cancel my day trip. Trainsplit refunded the money without any issues.
30. kesäkuuta 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
Reliably helpful
I have to say… TrainSplit have yet again dealt with my enquiry in such a friendly manner and advised on what is required and sorted a refund. My partner uses trip.com and is still waiting for help after having to battle with the chat bot!
I have no hesitation recommending TrainSplit and thanks Pam for your help - twice in a few days!
26. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
I am glad we can provide such a great service for you. Thanks for this glowing review. I will pass your comments onto Pam. ~Tony
An ideal way to make savings
An ideal way to make savings on your train journeys plus excellent, speedy, customer service if things should go awry.😊
29. kesäkuuta 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
Prompt refund of hot weather…
Prompt refund of hot weather cancellation.
23. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Trainsplit
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Tony
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