I have booked tickets with this company paid £50 to take my Granddaughter out for the day, money has been taken out of my account but now I do not have any tickets! App and online tells me I do not have any bookings. Cannot get hold of them, sent an email, but not feeling very hopeful. and after reading through these reviews am extremely worried! Should have checked them out first. Never again! Oh and again if there was an option for no stars that would be what they got!

If I could give them no stars I would
I got a ticket which had to cancel due to system failures on the underground which I then bought another ticket straight away for the same journey that even cost me more. Option was there for a refund for them to tell me that I am not entitled to a refund. I have been back and forth with them since then and still now and for them to even go to the extent and tell me there wasn’t no delays on the underground which honestly was extremely rude. I’ve even got proof from TFL which I shouldn’t have have to and sent it to them and still waiting. On all the emails they reply with it’s literally different people and quite frankly the worst customer service I have ever received from a company to a point it has to be bots that are emailing me.

DON’T USE TRAINPAL!

You may have no issues booking, but if you need help, you will get the worst support ever from China.

24 hours minimum for a reply to an email which is the ONLY WAY to contact them!

When they reply, they barely read or understand what you said, so you have to reply, wait over 24 hours for a reply, again and again.

They don’t understand or care and you will have to email about 10 times for them to understand and then they refuse to help!

MY HORRIBLE EXPERIENCE:

I signed up for the £11 vouchers. BAD IDEA!
You don’t get a £11 voucher, you get lots of small ones that they won’t let you even use!
They keep that quiet.

But that isn’t the issue.

I couldn’t use one of the £11 vouchers valued at £6 nor another at £5 from the Easter event as well as a few other smaller ones.

All the vouchers said “ANY RAIL” “ANY TRAIN TICKET” “ALL OPERATORS” yet it didn’t work!
There was a red comment saying “reason” and it was blank. It didn’t even give a valid reason.

So I contacted them asking why I couldn’t use the sign up voucher nor the Easter vouchers, that all said “any train”.

30 hours later I get a reply that didn’t read 99% of what I wrote and they said “you might not be able to use it on that train”.
I replied saying that it clearly says any train.

Another 29 hours later and they replied asking for photos, so I sent more than enough.

Another 32 hours pass and they reply with a list of the vouchers you get for signing up… like what use was that??
I sent them what they asked for and they replied with a rubbish reply.
So I reply AGAIN…

They reply after 32 hours and say another useless reply!
This went on and on for over 11 days as it takes so long for a reply, and the reply is ALWAYS useless.

Every reply was as useless as the next.
Remember, I sent photos proving I should be able to use the vouchers which they asked for, then they stopped trying to help and just replied with useless unrelated replies.
They asked everything multiple times, but didn’t actually address the issue!

Not once did they address the issue of why I can’t use the vouchers.

So basically you will be able to use a few £1 vouchers (one per booking) but you won’t be able to use the higher value for no reason at all.
I guess they just try to lie to get people in and then don’t care once they get a sign up.

Honestly I would recommend you use someone else.

If you have any issues, its an email with at least 24 hours for a reply from China, by someone who doesn’t seem to understand English well, or just doesn’t care.

BTW they use CTrip for support. This is why it is sooooo bad.

AVOID TRAINPAL!

So I said forget it, I won’t be using Trainpal ever again.

I’d been using trainpal successfully for several months but have had a first negative experience on several accounts. This relates to selling tickets with bus connections; process of refunds for cancelled legs; app notifications on cancellations).

I use a trainapp to buy train tickets. The outward section had a bus connection – sure if you look at the fine detail it’s there but I definitely wouldn’t have booked the ticket.

Return journey. A section was cancelled on one of the split ticjets meaning I couldn’t get home. Trainpal will refund that section of ticket but not the whole return. More concerning, was that the app didn’t notify me of the cancellation so I had already boarded the train – trainpal didn’t have any good explanation for this

I find when discussing that with customer service it’s always the customers fault and trainpal is never at fault…overall poor experience and I won’t use again.

I wouldn’t give any stars if it were possible. I paid for an open return ticket and got a day return. They would not refund my money or offer to rectify their mistake. I was given the option of changing the ticket at a cost of £10 to myself. I even sent a screenshot of the purchase, which clearly showed I was purchasing an open return. Disgusted!!

Have used TrainPal for many years ,however, no phone contact if things go wrong which makes it very difficult to deal with customer services. Issue was not solved and I gave up on emails and rectified problem myself at a cost to me but surprise surprise not TrainPal.

I bought a ticket by This up on 19/12/2023 was open return but they sent me day return so I had buy another ticket but when I went to refund they took off my £10. I don’t mind I had any mistake and £10 would being penalty but I don’t get the ticket which I ask for also nicked my £10.Honestly absolutely hate. Never gonna use any other time.

When strike action meant that it was impossible to use tickets purchased to get from East Sussex to Lockerbie in Scotland on the 1st of September, trainpal wouldn’t simply issue a refund but insisted on the unused tickets being returned first. Only after chasing the refund multiple times by email, did I finally get a refund on the 27th September. Luckily I didn’t need the money to pay for alternative transport. The strike should have made the issue plain, there should have been an immediate refund without the need to send in unused tickets becauseit was IMPOSSIBLE to use them. At the very least, an uploaded photograph of the tickets should have been sufficient. I won’t use Trainpal again.

I couldn’t get my ticket findable in the app. The service team professionally and very kindly offered a solution, which builds confidence!