How to avoid TheTrainLine fees
31 December 2007TheTrainLine.com is a website that allows UK rail passengers to buy their tickets online. It has just introduced booking fees, meaning that a ticket booked with TheTrainLine now costs more than buying the same ticket at the station. Fortunately, there are alternatives.
The slippery slope to booking fees started some years ago, when TheTrainLine introduced a charge for paying by credit card. This then increasaed from £1 to £1.50, £2, and is now an extortionate £2.50. The fee could be avoided by paying by debit card. The newest fees are £1 for having the tickets posted to you, or 50p if you choose to collect them from a “FastTicket” machine at a railway station. These latest fees can not be avoided, as you have to obtain the tickets somehow.
So what is the alternative? It is important to remember that it’s possible to buy any rail ticket from any outlet. You don’t have to buy the ticket from the station your journey starts from or from the same train operator, and you can also buy cheap, advance tickets in person. TheTrainLine’s claim that they can save customers £63.28 on an Edinburgh to London journey, for example, is quite misleading as they are comparing an advance purchase ticket with one bought on the day of travel. The cheaper ticket could be bought at your local station, assuming it was convenient to go there.
Of course, it’s not always convenient to go to the station to buy tickets. Even if it’s nearby, there may be long queues, or it might not be manned at the right times. The customer can also never be sure the person in the ticket office has explored all the ticket options to find the cheapest, which can be quite time consuming. Fortunately, most of the train operating companies operate their own ticketing websites. For example, I use the website of my local operator, First Great Western. Once again, remember that it’s possible to buy any ticket from any outlet. Just because you are using a particular train operator’s website doesn’t mean the journey has to involve travel on that operator’s trains.
Most of the operators’ websites are actually provided by none other than TheTrainLine. Anyone used to the latter would feel quite at home. The layout and interface are practically identical, it’s just the colours and branding that are different. It even appears as TheTrainLine on your credit card statement! However, unlike TheTrainLine’s own site, the train operators’ own sites don’t levy the extortionate additional charges and booking fees. At the time of writing, if you book a ticket with First Great Western, it is free to have the ticket delivered or to collect it from a FastTicket machine, and there is no credit card fee either! Therefore, it’s possible to save up to £3.50 just by using a site with different branding. In addition, TheTrainLine insists on selecting insurance for the journey by default, which the customer must remember to deselect. First Great Western leave the insurance option unselected so that the customer need only check the boxes if insurance is required.
According to Wikipedia, TheTrainLine accounts for 20% of all train tickets by value. It also runs the websites of 16 out of 20 of the train operating companies, most of which don’t charge additional fees. So next time you book a train ticket, please try the site of one of the train operators. You’ll save yourself some money, and hopefully reduce the market share of TheTrainLine.com, whose position as the largest retailer of tickets has clearly made it complacent, to the extent that it believes it can rip off its customers without them going elsewhere for their tickets.
Excellent article, although it should be pointed out that the new website operated by National Express East Coast (previously GNER, http://www.nationalexpresseastcoast.com) is the only website operated by a Train Operator that is not operated by the Trainline, so if you book here you wouldn’t be giving them any money. Like the others it does not charge any fees and does not book insuranbce by default. For advance tickets on the East Coast it offers a permanent 10% discount not available anywhere else, and sells tickets for all train journeys in the UK.
The interface is really user friendly and allows you to easily look at all trains for the day. It also has a low fares finder which shows the best fares on specific dates regardless of a return or two singles. Try it, it’s great!
The Trainline is indeed a rip off… read on…
I have just booked a train ticket that involves a change (Manchester -> Barrow-in-Furness -> Ravenglass) – the lowest single fare for this journey is quoted at £33…
but wait…
booking a single ticket from Manchester to Barrow-in-Furness is £7 and a single ticket from Barrow-in-Furness to Ravenglass s £6.50!
Thats £19.50 CHEAPER than the ‘cheapest’ ticket TheTrainline offered!
Can you book two single tickets on TheTrainline – well yes, but it is two transactions – two credit card fees and two lots of postage!
Goodbye TheTrainline – it used to be good!
Thanks Johnathan and Bill!
Happy travels
Steve
To be fair, two tickets being cheaper is more due to the overly complex and esoteric National Rail ticketing system, rather than being specific to TheTrainLine.
After you have selected the collection/postage method, but before you pay, there is a “Book another journey” button. That means you only have to pay one credit card fee. If you choose to have both tickets posted, you (surprisingly) only have to pay one postage fee. However, if you choose FastTicket collection, you do have to pay an additional 50p for each ticket.
I take your point and am very aware of how dysfunctional the UK travel network can be.
I just feel that as a customer asking for advice on travel I should be able to trust the people who’s job (read: professional responsibility) it is to find the best value fares. TheTrainline advised me that the cheapest option available was £33 – and that is simply wrong it’s £13.50! Whether this is incompetence, laziness, a fault in the system or malicious is largely irrelevant – I am still being given incorrect information and am potentially out of pocket! All this means is that I can’t trust them as they are clearly not providing the service they claim to – this is devastating for their business (certainly from my perspective; I have no stake here and I really couldn’t care less) as the end result is that I will simply go elsewhere – probably to the kiosk in the station where I can talk to a real live person and investigate all available options – to their credit they are usually very helpful; the lady who helped me yesterday was lovely, better than any of the ticketing web sites any day! All that help, the best value tickets, a friendly natter and no booking fees, postage costs, registration forms, failed queries, naff design, broken web pages, insurance offers, hotel offers, hire car offers or divulgence of personal information and subsequent marketing harassment… anywhere in sight
I’ve come over all nostalgic, remember the days when none of this was available – do computers really make our lives better?
I didn’t find the ‘book another journey’ button when I tried. I’ll take your word for it!
All the best
Steve
The “book another journey” button’s still there as I tried it. It’s not at the most intuitive stage of the buying process, though.
I doubt station staff will look at every combination of separate tickets to find the cheapest one unless you push them to. I actually prefer booking online as it means I am able to do this for myself. It takes a great deal of patience, though, as the web interface isn’t great as you point out.
I for one would be interested in developing a website to find the cheapest fare automatically. But the problem is getting access to the data. That would no doubt involve paying big licensing fees to ATOC, who have an interest in such a site not existing. MoneySavingExpert has an article full of tricks to find cheap tickets (including splitting the journey):
http://www.moneysavingexpert.com/travel/cheap-train-tickets
They say they are working on a web interface to do it, but it’s said that for a couple of years now so don’t hold your breath.
Thankyou for the article – I have used the trainline.com for years but couldn’t believe it when I saw the new fees! 50p to pick up the ticket yourself from a machine….er no thankyou! Instead I had booked my tickets through the Virgin website, as you say this can be for any train company and no fees charged at all.
I complained to the trainline and just received a standard response. I hope you publicise this further – I think its one for Watchdog surely?
Alison
globus has found that by using the virgin trains site rather than thetrainline site, one can still book rail online but avoid thetrainline’s booking fees. the site uses the same platform but has yet to introduce a fee per card
I agree with Bill, the http://www.nationalexpresseastcoast.com web site is really excellent. It’s a much better site than trainline. However, assuming it works with same back end, it will still find the same fares.
Thanks so much for this post. Am beyond livid with thetrainline.com HOW arrogant to think they can just start charging customers for old rope? 50p to pick up a ticket from a train station? Pah.
Have also TOTALLY had it with their overseas call centres.
I’m only 28, but they’ve prematurely turned me into a grumpy, letter-writing old lady!
The trainline are now trying to charge 50p for the use of debit card!
They are indeed taking the ****, but instead of complaining here I think we should be writing to the trainline.com…
Well said – surely they must be steadily losing business? When thetrainline first started I used it all the time and thought it was great. Now I use it as the basic first step for my journey, see who’s operating the trains I want and then go to their site (powered by thetrainline) to buy from them instead (without any fees).
Though the other thing to worry about is the appallingly designed and over-complicated user interface on the fast ticket machines at the stations!
I have recently paid for a ticket with with a debit card and they insisted that I had paid with a credit card, incurring a £2.50 fee. I have to send them my bank statement to claim the money back. How many other people have they caught out with this scam and how much are they raking in from those who don’t reclaim the money or the interest they earn on it all? I bet it happens too often for it to be a mistake!!
I have been trying to contact the Trainline by phone but only have an 0870 number.
The ‘say no to 0870′ website doesn’y recognise it. Does anyone know the standard landline number so I don’t have to pay them any more fes just to phone them?
Complaints to the Trainline should be sent to:
customer.relations@thetrainline.com
Yesterday (6th November) I purchased 2 return tickets from Lancaster to London Euston (collection reference no NKF8G43H). I had been having problems with your website all day trying to process the payment as each time I put my payment through a red error appeared saying the transaction hadn’t been authorised and wouldn’t let me proceed with the booking.
I tried it with my card around 7 times another debit card and my boyfriends card and each time the error kept appearing then finally last night around 8pm I managed to book the above.
I thought I would check my on-line banking afterwards to make sure the payment had gone out only to realise that the train line had taken the payment 7 times on one card and once on two other cards.
As you can see the train tickets are all for the same day and times and we only have the one booking reference. As you can imagine I need this money refunding ASAP as this error has taken me £670 over drawn and i have a mortgage and bills to pay.
I have had two recent very unfortunate experiences wityh The Trainline, and will never use their ‘service’ again. Most recently, they failed to send me a ticket (or it got lost in the post), then five times undertook to fax a duplicate to Portsmouth Harbour station, who five times claimed that they had not received it. I finally purchased a replacement ticket through SouthWest Trains, who at least have a reasonable Customer Service follow-up department, and am now trying to pursue The Trainline for a refund. Judging from their unwillingness to respond to me, they are pretty inured to criticism of this kind. Who regulates them, anyway. Does one have recourse to anybody other than Trading Standards or the Courts?
Further to the above, I have taken the matter up with Passenger Focus. These people who say that we should be writing to The Trainline themselves about their shortcomings obviously haven’t tried – they’ll be ignored if they do. As to TOCs websites, it seems that whichever you go to, what is actually happening is that you are purchasing from The Trainline who ‘power’ all their sites. This is nothing short of scandalous and I have written to Geoff Hoon about it.
This company is daylight robbery. I booked tickets with them and never recieved these tickets. They told me there is nothing they can do and not only that i fi wanted the tickets again i would have to pay 10 pounds each way for reprints… they are a nightmare company!! i have spent 40 pounds in phone calls to these horrible people DO NOT USE!!!!!
I bought 4 advance return tickets to London in september 08 and had to return them. Got an e-mail saying it would take 10 working days and I’m still waiting 5 months later! I’ve phoned them 8 times since Jan 09 and been lied to and fobbed off about my £100. They won’t let you speak to anyone in the refund department, probably because the call centre is in India (08700101296) and the refund department is in a different country altogether. This is tantamount to theft in my opinion. I’ve actually got through and after creating a fuss spoken to the Floor Manager…more lies…still no refund in my account. I’m keeping Watchdog informed.
Hi,
I’d like to second the praise for National Express East Coast. I wanted to pay using my Solo card, which TrainLine do not accept. Even though I was going from Tiverton in Devon to Elstree in Hertfordshire, I was able to book this journey via the NEEC website, pay using Solo, and pay no fees for booking or collection of the tickets etc. Fab all round. Spread the word people, if TrainLine start losing business they will be forced to reappraise their fees.
Great comments on here and it looks to me like The Trainline’s rip-off dominance is at last disappearing. Just found a new service on Southern (www.southernrailway.com) which seems to use the same technology as National Express.
No fees and no hassle from The Trainline, and the system is far, far easier to use.
I know where I’ll be buying my tickets from in future.
I purchased a return ticket London-Aberdeen with trainline and booked an off-peak ticket leaving at 4pm. Not being familiar with the UK train system, I was not aware of the “off-peak” part and that 4pm falls within it. I was forced by the ticket collector to pay an additional £96. Now why then was I allowed to make such a booking online I will never understand. I had also booked a berth sleeper on my way back but when I arrived at the train learned that in fact, since I had not made a “reservation” I had not.
The trainline website is apallingly misleading and misinforming and I cannot understand why it still exists!
Well my problem with the trainline.com lies in the fact that I get charged TWICE for tickets. Some nice person at this shocking company TAKES MY DETAILS and tries to manually input the data into their system again, despite the booking going through A-OK on the website in the first place.
The most recent debacle has just incured me £70.00 of bank charges!!! Am not going to hold my breath to see if I get them paid back!!!
Sounds like I am not alone, I booked a first class ticket with trainline and the failed to send the tickets, I accepted the £10 penalty for refund and bought a new ticket at the station.
To date I have had 15 phone calls, 400 minutes plus on hold, spoke to 10 normal staff, 3 supervisors and 2 managers (although job titles do seem to be interchangeable) and 4 months later I still do not have a refund, below is a list of standard responses they have next to the phone:
* Its takes 24 hours for an email to reach you
* The refund department can only be accessed by email (they are in the UK like me but you cannot speak to them)
* Refund is being processed it will take X amount of days to reach you (X = anywhere from 48 hours to 14 days)
* We will ring you back to save phone charge, promised 5 times to date I have not had a single call from trainline.
* Everybody works in a different building so you can never speak to anybody you have spoke to previously
Please feel free to add to add to the list of automatic responses.
Previous phone call 10 minutes ago on hold for another 25 minutes and guess what, I will have an email in 24 hours and a refund in 3 days.
Having tried everything myself I am now elevating this matter to my company legal team, lets hope they have better luck.
Have you tried writing by post? Try general customer services, by special delivery if necessary:
PO BOX 1111
Edinburgh
EH11 3AF
http://www.thetrainline.com/button_bar_pages/Contact_Us.asp
Forget the refund department, as it seems they only consider refunds to be for when you decide not to travel, not for when you’re claiming your money back because of their mistake.
after watching a advert to order tickets from trainline to save money on the adverts, I decided to get in touch with these people as my daughter and I wanted to visit BOURNEMOUTH and return the same day, I spent ages at the computor getting the information wasnt given the price after ages was given two option 1. to go back wich obviousley didnt want to do that as I had already gone back numerous times to get the information and it was not coming up so I pressed the phone option thinking the information was going to be given on the mobile but alas no was given a code wich was then put in the info box with a charge of 25pence and the only info I was then given was what time the train was going the next day wich I already knew, nothing about the price so i then rang them after a pointless run through the methods again on the computor as if I hadnt a clue what to do, the lady i spoke to on the phone informed me that the price was exactly the amount I would of paid by walking into the station tomorrow, when I complained of the total waste of time not forgetting the 25pence for a useless text Maria Gregory at thetrainline.com informs me i should have booked a month in advance but the advert on telivision does not give that information neither did the information on thetrailine.com site and strangly enough it wasnt possible for me to write to them she just give me this e-mail address that does not give you access to write to them anyway so I expect weighing it all up it is all a total waste of time and effort just another con to rope people in and collect there money, the last words that she spoke was “would you like me to book these tickets for you anyway”I replied “no thats okay I will get them in the morning at the train staion”. thankyou.
I booked tickets with them, and enetered a new delivery address as they had a few of my old ones and purchased. on my confirmation email they had an old address. SO i rang straight away, nothing they could do couldnt change my adress and i would only get a refund if my tickets were returned! a disgrace!
WARNING APOLOGIES FOR SHOUTING
DO NOT USE THE TRAINLINE EVER.
Quite simply, they are a disgrace to customer service and the rail industry
Charging booking fee’s collection fee’s and credit card fee’s can not and WILL NOT be tolerated.
checkout http://www.cheaptraintickets.info/cheap-train-tickets-guide/ some nice tips.
My company has just spent in excess of £2,000 on rail tickets for a conference through the trainline.com. On checking these tickets I found the seat reservation numbers did not tally with the email confirmation, some tickets had the wrong dates, and some seat reservations were missing. ALL THE FAULT OF THE TRAINLINE!!!! I have telephoned them twice. The first time I gave all the details to a very nice man (off-shore) who promised me he would send me an email with details of how to get tickets changed and receive the missing seat reservations – no email. I called again and spoke to a lady (off-shore) who had not heard of the man I spoke to earlier, and on hearing I had 38 journeys on one reference number decided to leave me on hold listening to music for over 30 minutes. Needless to say I hung up. I have traced various Directors on the internet and they will be receiving a daming letter from me regarding their company’s service. I very much doubt that my company will be using their services again. I only hope they have not achieved Investors in People or some other accolade as everything about thetrainline.com is consistently bad.
I booked tickets on TLine website paid by Visa Debit. 5 days later I tried to collect them from Westbury Stn but it would not accept my card and would not issue tickets. Went home and discovered that the bank had sent new cards for that account 2 days before and my wife had cut up the old cards (as you should). Phoned T Line (India) they didn’t want to know but said you will need to get more tickets.” But that means I will be paying twice ” but he told me if I showed them I was paying twice they would refund the unissued ticket cost. So again I booked on line and used a new debit card then went to the station and got the tickets. Then asked for a refund as told too but they don’t want to know and will not pay out as the T&C say no card , no tickets, so no refund. Crooks!
I had often wondered what would happen if a card was cancelled: whether the ticket machine just reads the stripe on the card or if it needs to validate it with the bank’s database. The same thing could happen when collecting concert tickets ordered online by credit card (although the box office staff would probably be more helpful).
I’ve just read the T&Cs, and it says, “You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification.” It also says, “f you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.”
As I see it, you had the card used to buy the tickets just as required. It doesn’t say the card still needs to be valid at time of collection. The card is being used for identification, not to make a payment.
I suggest you write to customer services, explaining what happened, and providing printouts of receipts and any unused tickets. The address is above. As I said before, don’t bother with the refunds department, go straight to customer services.
[...] comparison sites off this one, to be fair. The fault here is the broker or insurer applying the old thetrainline.com tactic of whacking on all the optional extras by default, which is annoying, but hardly the aggregator’s [...]
Never use TheTrainline.com – this is a common piece of advice, but there is a problem with it.
They run the online ticket booking for many train operators, so while the advice to avoid their own website is correct insofar as avoiding their extortianate fees goes, all well and good. But if you book online using an operator website, then need customer service, you’re stuffed. They are not just a joke, they are borderline criminal IMHO.
I booked tickets to travel on Virgin, and subsequently tried to claim a refund. I won’t go into details, but I’ve ow resorted to asking for a charge-back to my credit card from my bank, as it seems to be the only way of getting my money back.
They lie, mislead and buy-for-time. And that’s assuming you can understand what some of their representatives are saying …
And calling Virgin in the UK is no better. Their “Customer Service” number goes straight to engaged everytime I’ve tried calling it
Annoyed of Hoylake
[...] impossible, as they run 16 out of 20 of the UK Train Operators online booking systems – (source article). Thanks too are due to Jonathan who suggested writing to them, but I’ve started down this [...]
For anyone looking to book a ticket and avoid ‘The Dreaded Thieving Trainline’, I’ve compiled a list of the TOC’s that do and don’t use TheTrainline here …
http://www.miseryrail.co.uk/2010/04/how-to-avoid-using-the-trainline-when-buying-a-rail-ticket/
looks as if thetrainline is doing some kind of employment scam too . They have been advertizing the same job for a year on http://www.jobserve.co.uk . In this economic climate they would have plenty of applicants , including me , several times . No feed back though .
Work this one out then. I bought two return tickets from The Trainline.com totalling £184. When I collected the tickets from the machine on the day I was charged another £52 by SouthWest Trains!
According to my bank – who I made a claim with as I was (and still am) sure this extra charge can’t be right – everything is in order.
I’ll be queuing up at the ticket office next time.
@Rob, that sounds very odd, and seems more likely to be a fault with the ticket machine than TheTrainline in this instance. What did you get out of the machine? Presumably your tickets and a collection receipt, which usually both have the price on them. Is this £52 mentioned? What is it supposedly for? If it was a credit card, your bank should refund it. Otherwise, try writing to South West Trains and ask them what this charge was for (ask for the record under the Data Protection Act if necessary). They may just say it was a mistake and refund you.
If you press the “collection” button on a ticket machine, the owner of the machine should never charge you anything. Your card should only be charged when you first make the transaction, with the merchant being TheTrainline, or whatever ticket agent you used.
I am so cross….the train line complicated website asks for a delivery address and a billing adress but won’t let you check it before you pay so I just paid £11 for it to be posted to the wrong address. When I phoned to see if they could change it from their end. They just said “Computer says NO” There is clearly the technology to do this so to me this is extortion.
I am really unhappy that I paid for tickets through the Train Line and I doubt I will use or recommend this method again. My train was cancelled due to signalling problems and no other transport was provided as a way of getting to our destination (without missing the concert we were going to) that day. We had to find our own way and pay for alternative transport. I then find that even though I had no control over my cancelled journey that I am going to still get a £10 admin charge for my cancelled journey!!! I have also had to pay to send my tickets recorded delivery back to ensure the refund. An appalling service.
@Ben Stephenson, do you mean you were at the station, discovered the train was cancelled, then the ticket office wouldn’t refund you because you bought online? I’ve been in a similar situation before. It isn’t thetrainline’s fault the train was cancelled, though: if you would have arrived an hour late, you can instead send the ticket to the train operator for a refund under the standard rail compensation scheme. This won’t help you with a refund for the return journey, although I don’t know whether you still travelled home by train.
I certainly agree that station ticket offices should offer refunds for tickets bought online if you decide not to travel because of disruptions.
It must be noted that East Coast Trains charge a non-optional £1 insurance for First Class Delivery, which only shows up in the ‘Your card has been debited by £xx.xx’ after you’ve bought your tickets.
http://tickets.eastcoast.co.uk/ec/en/Information/PostalDelivery.aspx#First+Class+Post
Thank you very much for your precious post!
Last time I booked through trainline the card fee was still 1£ so you saved me to be ripped off nex time!
I’m very used to find the cheapest flights online, but with trains everything seems more complicated!
I’ll follow you on Twitter!
GNER ARE RUBBISH THEY HAVE OUTSOURCED TO INDIA AND DO YOU NOTICE HOW THEY DO NOT HAVE A COMPLAINTS PROCEDURE ON THEIR WEBSITE OR AN ADDRESS TO WRITE TO THEY ARE THE WORST COMPANY ON PRINCIPLE I WOULD RATHER FLY THAN USE THEIR INCOMPETENT SERVICES!!!
@Rachael: GNER hasn’t existed since 2007. Are you referring to the East Coast service?