Spotlight: What are our customers saying?
After reading other reviews i must add my own review of recent transactions with Train Genius. I cannot praise these people highly enough for their help and understanding in my own circumstances. L...Read on
Bought 2 advanced train tickets to Preston return to see my Grandad in Match 2020. Lockdown happened soon after and I had a continuous cough and Covid symptoms 2 days before i was due to travel. Un...Read on
Ì WOULD NEVER EVER USE THIS COMPANY AGAIN AND WOULD ADVICE OTHERS TO STEER CLEAR AND DO THE SAME.,THEY WILL RIP YOU OFF.EXTREMELY UNSATISFIED WITH SERVICE. THEY ARE MISLEADING AND UNDERHANDED, I...Read on
Did not refund me ,could not travel because of lock down ,they made excuse I never claimed on time! Will never use again.Read on
Despite government recommendations and pandemic CONVID-19 situation this website simply refuses refunds. It's a disgraceRead on
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After reading other reviews i must add my own review of recent transactions with Train Genius. I cannot praise these people highly enough for their help and understanding in my own circumstances. Like us all over the past twelve months our lives have been put on hold and restricted to movement. I have had to reschedule my tickets twice due to the Governments intervention of travelling but Train Genius have been sympathetic each time . I was able to finally travel a few weeks ago and only had to pay the Administration fee for the amended dates etc that All train companies impose ! I certainly will use Train Genius again. I speak as i find.
Train ticket to Preston
Bought 2 advanced train tickets to Preston return to see my Grandad in Match 2020. Lockdown happened soon after and I had a continuous cough and Covid symptoms 2 days before i was due to travel. Under UK government guidelines all but non essential travel was illegal and if you had covid symptoms you had to self isolate for 10 days. I called them up and they flat out refused to refund my ticket as they changed their policy to no refunds a few days before, presumably because people were cancelling their tickets because non essential travel was banned. They stole my £110 for a train journey I could never take. Absolute scammers who have abused train travelers who cannot travel by law. AVOID LIKE THE PLAGUE!!!!
Ì WOULD NEVER EVER USE THIS COMPANY AGAIN AND WOULD ADVICE OTHERS TO STEER CLEAR AND DO THE SAME.,THEY WILL RIP YOU OFF.EXTREMELY UNSATISFIED WITH SERVICE. THEY ARE MISLEADING AND UNDERHANDED, I CANT BELIEVE THIS COMPANY IS STILL RUNNING.DO NOT USE THIS COMPANY IN ANY CIRCUMSTANCES.
Contact rail ombudsman . Also experiencing same issue with this awful company.
Return tickets to Newcastle
Did not refund me ,could not travel because of lock down ,they made excuse I never claimed on time! Will never use again.
I also was meant to go to newcastle...i have been trying to claim this refund for 4 months. They never reply to emails . What was your outcome?
Despite government recommendations and pandemic CONVID-19 situation this website simply refuses refunds. It's a disgrace
Liverpool to london
Like many people I too had to cancel my planned trip to London due to what’s going on in our own country and around the world. I was told I couldn’t get a refund on my advance first class tickets to London. Everybody else from the theatre to the restaurant gave us our money back no questions asked but train genius basically make you but more tickets then they will refund you your money from the last ones. If we still can’t travel in 3 months then we’re back to the same situation. We’re 65 year old people who don’t have resources to go out and buy tickets before getting the money back from our original tickets. We didn’t ask to cancel our anniversary trip !!! Same on train genius we won’t use you again.
Two first class tickets From Birmingham to Edinburgh
I've had to cancel my trip due to the current situation in the country and the world!! Train Genius seem oblivious to whats going on. I could not get a refund on my £200 first class ticket. I was told I could if i paid out an extra amount, booked another ticket for the same trip later in the year, get the new booking reference and then customer service would "refund" my original outlay. After waiting a couple of days to see if their policy changed in light of the current situation..... No joy same response. My hotel in Edinburgh no problem full refund, my planned trip around the Royal Yacht Brittania no problem full refund... Train Genius forget it. really angry and disappointed. Please anybody reading these reviews for your own good do not use this company.
Train ticket to Sudbury
#traingenius is a disgrace. I asked for credit not a refund to delay journey on Monday due to Coronavirus as I'm under 2 categories of being high risk & said no even though non essential travel not recommended. When I asked for his advice he said he had none! Shocking service!! So it looks like I'm about to lose £61 through no fault of my own. Just following Government guidelines so dont understand why cannot give me a credit- not asking for refund just to delay my travel!!
I am in the same situation as few of you re advance tickets refund. I got email saying they follow government recommendations....not sure whichever government. Thus website/company are simply scavengers offering nothing but moreover stress in current situation. I work in hospitality and we refund every guest that contact them hotel despite of T&C of their rate. I receive cancellations request for June and July and we process refunds.
Don't understand what wrong without train genius.
Will never use its against and advise all around not to do so either.
I think we can pursure this further. Trading standards!! Ive been waiting 3 minths for a redund and no response. Their website states all tickets will be refunded.
First class tickets
I purchased a first-class ticket but I had to change the time. I contacted the customer service who told me to purchase another ticket and send both for refunding the old one deducting £10. I received the refund confirmation but they never process the refund. I had to change the time again. I called them again and I was offered a refund with the same process. They have sent me the script of my call and it clearly stated that I was offered the 2nd refund but they are rejecting to process the second refund. I ended up purchasing 3 tickets for one route for the same day and time but I only used the third ticket but they only offered to refund me one ticket. I will never use this website again and I don't recommend them.
Almost a mirror of my experience. I've had to cancel for tomorrow 20/03/20 and asked for a refund and explained the government guidance......no refund until i booked again got another booking reference no. and then and only then would i get a refund!! So i'm left with two first class tickets to travel to Edinburgh from Birmingham (£200 rtn) i can't use. I wish I had seen these reviews first. Something needs to be done appalling treatment.
On line tickets to Glasgow
At first sight, Train Genius look like good value and their website is easy to use. We used them to book two 1st Class tickets for a special trip to Glasgow.
Don’t be fooled by this company; we found that they had not booked our seats together and when we tried to sort it out we got a very poor response. As far as I can tell they are merely a middleman who take your money, are very unhelpful and pass the blame on to the train company, Avanti West Coast.
Please stay well clear of this company. Having taken my money for some tickets in April they seem incapable of then sending them through via email. I’ve been repeatedly promised phone calls back to explain this however no one ever calls. I’ve asked for refunds and complaints procedures to be constantly told that’s ‘a different department’! They are just not worth the hassle - book with the train companies directly or stick with Trainline.
I wanted to give them zero stars but 2 seems the minimum on this website!
Brought tickets no problem but but did take some time to come to my email. I read other customers reviews only after buying my tickets.
Thank God my tickets eventually came though after ringing their office for support. So for me so far the service s has been great. Hope this continues.
I would use again as very cost effective,
Will update after my journey
This is a ghost company.
I bought my tickets 2 days ago.
My train is tomorrow morning and I still have not received my confirmation email.
I have been calling the call center for 2 days, all they say is they are resending it.
They cannot escalate the issue or there is nobody at senior level that can help.
I need to rebuy the tickets at a higher price as this is last minute now and for refund they say I will have to wait 21 days.
Never ever buy tickets from this company.
Worst company I have ever dealt with. They will not refund money you are owed and will not listen when you call them
No email confirmation of payment, but still took my money
Terrible. Booked a ticket, received no email. Had to buy a brand new ticket at the station. Called them up, they said they charge a £10 admin fee for refunds. So they make a mistake but still take my money, acknowledge they made a mistake, but charge me to get back the money I deserve.
The website interface is not easy to understand either. Service on phone was not great, the man just told me "you need to fill out a form. You need to fill out a form".
Same just happened to me.
I think they make money only out of the admin fees.
2 return tickets from Warrington to Watford
Ordered tickets for myself and disabled son. They sent tickets but didn't book seats. When I contacted them to see if we could book seats they refused to help.
There are many other places to buy tickets so easy to avoid them in future. I would advise others to do same.
tickets euston to bolton return
I never received an email confirmation of my tickets and when I rang them apparently the woman who answered was not able to send another email or to authorise a refund. She told me I will receive an email confirmation of a refund tomorrow. What sort of company are they running? Disgusting service!!
Exact same thing happened to me. Was told they charge a £10 admin fee for refunds too. Unbelievable.
train from Paignton to Bristol
Booked this ticket at 11.39 realized it was for the wrong date. Tried calling from Approx 11.40 to be on hold for average 8-10 mins per time total amounts of calls made was 4 when i finally got a answer i was told i would have to rebook a ticket then send in a copy with the original ticket to prove i hadn't used it. This ticket cost me £18.00 it will cost me 10 to cancel it really the new ticket was £38 so why couldn't Jon just change it when i spoke to him at 12.20. First and last time i will use these people i will stick to Train-line in future I also mailed haven't had a reply and they have a telephone number that dosent work.
Very disappointing experience.
My selected train time was altered by the system at the point of checkout. My job to check, but it really shouldn't have changed on it's own, so I proceeded to payment. When email confirmation came through it was the wrong time.
I called immediately and was greeted by a very unsympathetic customer service team. No manager to talk to , no way of changing the ticket.
I won't use these again - direct to the train operator next time.
Tickets to Bristol
We were allocated the wrong train service for our ticket type, the booking error was made by their system. Customer services read out their usual script and offer no help or service to amend, even though error is theirs. You have to write in via post! We have an online ticket provider at work, they just cancel or amend, its simple stuff. Just go through Virgin and don't be pulled into one of these touts websites, they don't have a Scoobies and don't care. Pursuing refund via credit card as we have evidence.