TrainpalAvis 

Their app changed my tickets to a day return. When I cancelled them and rebooked it did the same thing. I was not refunded full amount each time. Discussion with the customer service was dreadful and the issue was never resolved.

Absolutely terrible customer service.

My train was cancelled by the train operator, not by me. TrainPal even sent me a cancellation email on the day of travel, informing me that my journey had been cancelled. Because it was a last-minute cancellation, I had no choice but to ask my wife to drive me to Heathrow Airport in our own car so I wouldn't miss my flight, causing extra expense and inconvenience.

When I contacted TrainPal for a refund, they repeatedly sent the same generic response saying the refund deadline had passed. They completely ignored the fact that their own cancellation email was sent after the refund deadline, making it impossible for me to request a refund before then.

It is extremely frustrating that customer support does not appear to read emails or review the evidence provided. Instead, they simply copy and paste template replies without addressing the actual issue.

I expected TrainPal to stand behind its customers when a train operator cancels a service, but instead I was refused a refund and offered no assistance or compensation.

Very disappointing experience. I will not be using TrainPal again and cannot recommend them to anyone.

These people are scammers and a complete fraud. After I paid for my ticket, I noticed they did not send me the same route that was displayed before I paid. I contacted customer service through live chat, and the agent cancelled my ticket. He mentioned he issued a full refund as it had been less than 10 minutes. However, I only received a partial refund. When I followed up, the agent sent a confirmation email stating the full refund was issued in two payments.Later on, I contacted customer service again and was told the ticket had been 'collected,' which is why only a partial refund was made.First of all, if the ticket was cancelled, how could anyone collect it?Second, why was I issued two payments in the first place instead of one full refund? This is a total scam. I have all the screenshots as proof, and if there were an option to upload them here, I would reveal these scammers.

Booking no: 1134746122388956

NOTE: Dont reply me with this message ''We apologize for the inconvenience. For further assistance, please use the link below to find our support team’s contact details in your language/country and describe your issue''

I have contacted 3 times and they comes with different story. Not HELPFUL at all. Just AVOID this company !!!!

Zero customer service
ref 1134745516705869
At first very good but had issue with app error on my last booking which showing failed payment while trying to pay, which in turn blocked my account. After various attempts to resolve via chat and reattempt using different payment methods I was assured there where no issues and then further emails over the last 2 weeks with what seems to be a copy and paste reply saying unusual activity ???? From a ticket booking service 🤷‍♂️🤷‍♂️🤷‍♂️. Now been told to set up another account which in turn looses all the so called loyalty point.
Very poor service with no feed back to resolve.

Wish I'd read all the negative reviews before booking. Their website is purposefully convoluted in order to mislead customers. I was unaware I'd need to collect tickets at the station, email is preferred due to my condition. As soon as I got the confirmation email, I contacted them. Within seconds they'd processed a refund minus their fee instead of just emailing me my tickets. Scammers!!!

SCAM DO NOT USE.

Bought Trainpal Card on the basis of online ad offering 15% off all UK bookings. Turns out it’s 3% and tough luck, the card is non refundable.
Misleading advertising.
The chatbot understands why I’m frustrated tho so there’s that!

I was excited when I found Trainpal - the prices looked good and it was good to have an alternative to Trainline.

However, everything about it is worse. Firstly, they used to not support in app tickets which meant that after a long flight, all my friends at LGW could get straight onto the platform but I had to wait in line to print my tickets.

Now I see they do have tickets in app, but the payments fail randomly. It's just a far inferior experience.

I would give no stars if I could. You can't speak to an actual person. They messed my booking up and then told me I can't get a refund.
I wish I had seen the reviews before I booked. I will stick with Trainline in future.

They are very very very bad service and whene you need to get your refunds because of delays they never pay you back the money they stell you in your face

Prezzo del biglietto con TRENITALIA : 10,80 . Traipal lo proponeva a 10,40. Mi sono trovato addebitato 12,05. Probabilmente non ho letto tutte le clausole e le "fregature" che sicuramente saranno scritte da qualche parte. Con TRAINPAL ho chiuso

I find booking on line very difficult with TrainPal

Train line is much better to book on and I know they have a booking fee but I prefer to book with trainline and not TrainPal with TrainPal it’s not clear navigating around their system

When I eventually booked my tickets I had to authorise a payment through my bank but couldn’t as it didn’t lead me back to TrainPal

It’s a very tricky site I’m afraid
They also give you different prices at different times I can do without this frankly
I need clear instructions

No real customer support, just a chat bot. Bad app.

I booked two First Class seats on a return Avanti West Coast trip via TrainPal and was furious to get two separate seats, not adjacent seats, on both outbound and return trains.

It's an implicit requirement that you want two adjacent seats but the system made no attempt to assign two adjacent seats. And there was no warning during the TrainPal booking process that adjacent seats might not be assigned.

I then looked on the Avanti West Coast website and realised they have a seat selector and found plenty of adjacent seats available on the outbound and return trains, so I cancelled with TrainPal and booked direct with Avanti West Coast.

The system is rigged so as to provide separated seats when booking via third parties and therefore encourage you to book direct.

I won't be using TrainPal or other third parties in future.

********************************************
Re the pathetic Trainpal response..... why would I want to "contact Trainpal for further assistance", I previously contacted you and you said "Seat assignments are provided directly by the train operator and unfortunately can't be guaranteed in advance" so,,,,, as I say,,,,, when booking via third parties the system is rigged so as no to give adjacent seats when 2 tickets are booked,,,,, IF YOU WANT ADJACENT SEATS FOR 2 PEOPLE DO NOT BOOK VIA THIRD PARTIES LIKE TRAINPAL BOOK DIRECT WITH THE TRAIN OPERATOR !!!!!

Biglietto ferroviario pagato con addebito su carta ma mai ricevuto. Effettueremo il rimborso mi dicono, ma dopo 40 giorni e varie segnalazioni al customer service trainpal niente! Loro dicono di avermi rimborsato, ma io i soldi nella carta non li ho più ricevuti.... che dire? I fatti parlano da soli: EVITATE Assolutamente trainpal

On April 26th at approximately 17:05 at Luton Airport DART, my mother and I had purchased our tickets online in advance. These tickets clearly included the journey from Luton Airport to Airport Parkway, including the DART shuttle. However, when attempting to use the QR code, it did not work at the gate, so I approached TFL staff for assistance and they refused my tickets. I have paid additional £9.80. I have contacted TFL after but they are still refusing the validation. I have clear evidences showing I booked from the airport to euston including the shuttle service. I request my £9.80 refund, since TFL doesn't acknowledge the situation and I am directed to trainpal

Hi
I tried to answer the email re.''Coming Back To Trainpal''. The link in the email takes me to a blank page with 'Forbidden' in the top left hand corner; the email address on Google doesn't work, FaceBook states
'This content isn't available at the moment
When this happens, it's usually because the owner only shared it with a small group of people or changed who can see it, or it's been deleted.'
I shan't be bothering to try and contact Trainpal again.
Phil Carter

Charged me twice for the same journey and refused to refund. Daylight theft.

TrainPal is fine until something goes wrong, at which point you’ll face the most incompetent "customer service" imaginable. I’ve had to battle agents who claimed that honoring my statutory rights for a cancelled train was "illegal" and a "breach of consumer law"—the literal opposite of the truth.

The level of intimidation is shocking. When I mentioned escalating to my bank for a service they failed to provide, they threatened that my future payments would be "affected." They would rather bully you into silence than refund £7.15 for a train that didn't run.

Be warned: they have a history of this. Years ago, they told my partner to dispute a refund with his bank, then blacklisted his account for doing exactly what they told him to do, demanding he reverse the chargeback before they’d unblock him.

They do not follow the National Rail Conditions of Travel or UK Consumer Law. Save yourself the stress and book directly with the train operators or Train Line (much better even if a little bit more expensive) instead.

appalling customer service, unclear that the discounted rail card purchase was so tied to conditions. Tried to refund and cancel within 5 mins and refused - avoid all costs