Trainsplit Omdömen 

Svar från Trainsplit

2 dagar sedan

We're so pleased to learn of your great experience with us. Thank you for your 5* review and positive feedback. ~ Jonathan

Svar från Trainsplit

2 dagar sedan

Your kind words have made our day. Thank you so much for your 5* review and positive feedback. ~ Jonathan

Svar från Trainsplit

3 dagar sedan

We're delighted to learn of your great experience with us, and we very much appreciate your positive feedback. Thank you for your 5* review and for choosing us. ~ Jonathan

Svar från Trainsplit

3 dagar sedan

We're so pleased to learn of your wonderful experience with us. Thank you for your 5* review! ~ Jonathan

Svar från Trainsplit

4 dagar sedan

Your kind words have really made our day. Thank you so much for your 5* review and positive feedback! ~ Jonathan

Svar från Trainsplit

4 dagar sedan

We're delighted to learn of your fantastic experience with us. Thank you so much for your 5* review! ~ Jonathan

Svar från Trainsplit

5 dagar sedan

We're thrilled to learn of your fantastic experience with us. Thank you for your 5* review and positive feedback! ~ Jonathan

Svar från Trainsplit

6 dagar sedan

Dylan, thank you for taking the time to write such a considered review. We will respect your request not to repeat the specific details of your booking or our private correspondence here.

We also appreciate your positive comments about the care, attention and straightforward communication from our team, even though you strongly disagree with the outcome.

There is one point we would respectfully challenge: we don’t believe this is an example of split ticketing working against a customer.

Split ticketing can produce significant savings precisely because it combines tickets with their own fare conditions. Those conditions do not cease to apply when circumstances change, nor does the fact that some tickets within a journey ultimately go unused automatically make them refundable.

In your particular case, this wasn’t simply a situation where an unused ticket was caught by a technicality. We reviewed what happened, including the circumstances in which the original journey was missed, the subsequent purchase of alternative travel, and your argument that the remaining split tickets should be considered separately. We accepted that some of those tickets were unused. What we did not accept was that the circumstances justified overriding their normal conditions and refunding them.

Your wider point about goodwill is a fair one to raise. Customer service isn’t simply about quoting rules, and we absolutely consider pragmatism, customer experience and long-term relationships when handling cases.

We also understand your argument that the value of a goodwill gesture may be less than the lifetime value of a customer. But goodwill cannot simply become the outcome whenever that calculation is made. If we refunded otherwise non-refundable tickets whenever a customer pursued a complaint far enough, we would effectively make those tickets refundable on request. That would neither be consistent nor fair to other customers whose claims are assessed under the same conditions.

Nor do we regard the time our team spent investigating and responding to your case as wasted because the eventual answer was no. Taking the time to properly understand a customer’s argument, check the evidence and give a reasoned response is part of providing good customer service.

Sometimes good customer service means finding a pragmatic exception. Sometimes it means taking the time to investigate thoroughly, explaining why we cannot agree, and standing behind that decision even when we know it may cost us a customer.

We are sorry that, despite the positive aspects of your interactions with our team, this experience has left you feeling that we failed that test. We appreciate the thoughtful and courteous way you made your case and respect that we ultimately reached different conclusions.

The TrainSplit Team

Svar från Trainsplit

6 dagar sedan

Andrew, this is now your second review about the same £9.50 booking, and we have already provided the full timeline and explanation in response to your first review.

We have not “made stuff up”. The relevant times are recorded by our booking system: you began purchasing at 08:58 for an itinerary with a 09:04 first booked train, and the transaction completed at 09:05.

You compare this to going into a shop, buying a jumper and then deciding a couple of minutes later that you do not like it. But clearly buying a train ticket for a specific journey is not the same as buying a jumper in a shop. A jumper does not have a scheduled departure time, a date of validity or fare conditions attached to its use.

More importantly, even the jumper comparison does not establish an automatic right to a refund. Simply changing your mind about something bought in a physical shop does not generally give you a legal right to return it unless the retailer’s own policy allows it.

Train tickets are governed by their fare conditions and the National Rail Conditions of Travel. Since 1 April 2026, the industry rules for refunds of unused flexible tickets have also changed. These are not rules that TrainSplit has invented because we “don’t like” your review.

We additionally provide a grace period for genuine booking mistakes of up to 15 minutes after purchase or until the departure of the first booked train, whichever comes first. You selected a journey departing at 09:04. That departure came first.

You are, of course, free to “USE TRAINLINE” as you suggest. However, the National Rail refund rules are industry-wide. Choosing a different retailer does not make those rules disappear.

For anyone reading who would prefer to check the position rather than take either our or Andrew’s word for it, National Rail publishes the rules here:

https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/refunds-change/

The TrainSplit Team

Svar från Trainsplit

14 aug. 2026

We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony

Svar från Trainsplit

14 aug. 2026

Thank you so much for taking the time to leave a 5-star review! We're thrilled to hear that you had a great experience. ~Tony

Svar från Trainsplit

13 aug. 2026

Hi Kevin,

We have reviewed this carefully, including the original search data, booking record and correspondence, and the information recorded by our system does not support the account given in your review.

Your search on 12 August at approximately 10:28 was for a one-way journey from Scunthorpe to Leeds, for two adults and two children using a Family & Friends Railcard. The underlying search data contains no return journey. Booking E-ZBSRVG58A was therefore created as a one-way journey, at a total cost of £38.81.

To clarify an important point, the TrainSplit app did not change a return journey into a single journey. The recorded search was one-way, the booking created from it was one-way, and the journey presented during the booking and checkout process was one-way. The confirmation screen would also have shown the journey purchased.

Immediately after booking, at 10:28, we sent both a booking confirmation and an e-ticket email to the email address provided. Both were successfully delivered and confirmed the journey purchased.

The TrainSplit app also provides a 15-minute undo facility after purchase, allowing customers to correct a booking made in error. We received your first message at 13:51, more than three hours after the booking was completed and after the tickets had been used.

We appreciate that you remember selecting a return and may well have intended to purchase one. However, we have to distinguish between what was intended and what was actually submitted to our system. The recorded search contains no return journey, and we cannot retrospectively provide a return journey that was not booked or paid for.

We would also like to correct the statement that Tony did not respond to your second email. He replied at 15:09 on 12 August, acknowledged the circumstances surrounding your son’s hospital appointment, apologised that his initial response had come across as blaming you, checked the booking again and explained the position in more detail. Our records show that this response was viewed at 15:10.

Tony’s first response was brief and could have provided more context. We are happy to acknowledge that. However, the information he provided was correct, and his follow-up addressed the concerns you raised.

We understand that finding you still needed tickets for your return journey was frustrating. However, having reviewed the underlying records, we have found no evidence of the app changing your journey or of a return journey being selected and subsequently removed. The search, booking, payment and confirmation records are all consistent with a one-way journey having been selected and purchased.

We are always prepared to acknowledge when something has gone wrong on our side. Having investigated this case, there is no evidence that this was the case here.

The TrainSplit Team

Svar från Trainsplit

12 aug. 2026

We're over the moon to hear that you gave us a 5-star rating! Thank you for choosing us. ~Tony

Svar från Trainsplit

7 aug. 2026

We're so pleased to learn of your fantastic experience with us. Thank you for your 5* review! ~ Jonathan

Svar från Trainsplit

5 aug. 2026

Your kind words have really made our day. Thank you so much for your 5* review and positive feedback! ~ Jonathan

Svar från Trainsplit

5 aug. 2026

We're so happy to learn of your fantastic experience with us. Thank you very much for your 5* review! ~ Jonathan

Svar från Trainsplit

31 juli 2026

We're absolutely overjoyed to learn of your fantastic experience with us. Thank you so much for your 5* review and positive feedback! ~ Jonathan

Svar från Trainsplit

30 juli 2026

We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony

Svar från Trainsplit

27 juli 2026

Hi Gurdev,

We’re sorry to read your review.

We’ve reviewed your booking and your subsequent correspondence on several occasions, but our findings have remained the same throughout.

Your booking was completed at 18:56:03 on 24 July 2026. The booking confirmation and e-tickets were available immediately on the confirmation screen and were successfully delivered to the email address entered during the booking process within seconds of the booking being completed.

You have suggested that our system generated or changed your email address. That simply isn’t how online booking systems work. Most people will be familiar with this process. A booking system can only send confirmations to the email address entered during checkout. It cannot randomly generate, alter or substitute a customer’s email address.

We also offer a one-hour grace period for future-dated travel, during which customers who have changed their minds can request a refund, subject to the terms of that policy. No such request was received during that period. We first heard from you at 23:41 that evening, almost five hours after the booking was completed, when you advised that you had already made alternative travel arrangements and requested a full refund.

As your booking was for Advance tickets, they are non-refundable except where the ticket conditions or applicable industry rules provide otherwise. We also asked whether you had purchased replacement rail tickets so we could consider whether a discretionary refund might be available, but no evidence of replacement rail travel was provided.

We’ve reviewed the matter on multiple occasions, but the underlying facts have not changed, and neither has our decision.

The TrainSplit Team

Svar från Trainsplit

Uppdaterad 21 juli 2026

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