Trainsplit Omdömen 

This was the first time that I have had occasion to contact Customer Support at ‘Trainsplit', to request a refund after revising and rebooking a train journey. I wish to highly compliment Tony, from the Trainsplit Customer Support Team, for his prompt response to my original enquiry and his clear, professional and helpful advice, which resulted in a very positive and successful outcome - all within a few hours!
Thank you again Tony for making what I felt could have been an arduous task into a simple and very straightforward exercise.

After making a silly mistake booking a train ticket from Manchester to Bristol Meads my daughter contacted Trainline refund Office and explained my mistake. As I purchased the correct ticket immediately my first ticket price was refunded in a friendly and efficient way. Thank you.

Joe from Trainsplit just turned my refund into a delightfully painless experience. I handed over my problem, fully expecting stress and confusion… and instead, Joe waved his magical customer service wand and poof—refund granted, stress vanished. If only all customer service were like Joe the world would be a better place for sure. Thank you Joe for making my Monday. Would happily use Trainsplit again.

I had a train I had tickets for cancelled at 6am, I rebooked and applied for a refund and by 10:30 the refund had been processed without any problems.

September 2025: The TrainSplit site is really excellent. Streets ahead of Trainpal, which I've used heretofore for long, complicated journeys. Congratulations to Trainsplit's design team.

Had a train cancelled in confusing circumstances.

Sent off an email to explain the situation and had an excellent and reasonable email conversation with a very helpful guy (Tony) which resulted in a full refund (minus a reasonable admin fee).

Faith in the system restored!

Firstly, I had a quick response with a helpful member of staff. My issue was resolved in just a few hours, not weeks and months that I was anticipating. The outcome was positive. Makes a nice change!

Train split app, Tickets are cheaper on trainline, no refund unless you purchase another ticket at a 3rd more expensive than train line

Trainsplit is a very useful website, for cheap tickets. I typically save about £10 or sometimes more.

But it is also useful in other ways.
It occassionaly knows about trains that National Rail Enquires does not know about/ does not show when you search, and National Rail Enquires is supposed to show all trains.

It is also has many more options than National Rail Enquires, for example on Trainsplit, you can set the maximun number of changes for any number between 0 - 7, whereas on National Rail Enquires you only have the choice of direct trains or not. Several times a year I have a journey that has a minimum of two changes, but can have three or four. National Rail Enquires can't be set to only show the journeys with two changes, so often will only show the ones with multiple changes as they may be few minutes quicker. I would much rather take 10 or 15 minutes longer and have only 2 changes.

And Trainsplit's options are much easier to set than the National Rail Enquires ones.

When I have sent emails to Trainsplit customer service, they are answered by real people who give helpful advice.

For example, I had a journey that had a split ticket, the first train was delayed, so when I changed trains I was on a later train than the "advance ticket" that covered that part of the journey. The ticket inspector said because my advance ticket did not cover the part of the journey that was delayed it counted as a separate journey and my advance ticket was not valid. When I got home I wrote to Trainsplit and the helpful person explained that Split tickets are considered together as forming the tickets for an overall journey, so if it's an earlier train that is delayed / cancelled and makes you miss a later connection, that's totally fine. And he also quoted chapter and verse the National Rail Conditions of Travel, and expalined that both the industry body, the Rail Delivery Group, and case law recognise that split tickets are still one continuous journey. So I will know what to say if I am in a simialr situation again.

So overall I have been very please with Trainsplit and I now always buy my train tickets from them.

I booked a ticket to Exeter only to be told a few days later it was now cancelled, the next train was an hour later and would take an hour longer, adding a 2 hour delay to my journey in both directions, on a journey that was meant to be 3 hours in total, so had now become 5 hours!

If you searched for similar trains after that they existed but were with GWR instead of South Western Railway as both companies run trains to Exeter but via different routes.

Unfortunately as seems typical with the rail industry no one would take responsibility. Trainsplit told me it was a problem with South Western Railway so take it up with them. South Western Railway told me it was because of a problem with the track, blaming Network Rail and GWR for not allowing my ticket to be used on their trains instead.

The advise was buy a new ticket for the trains on the different route, which cost 4 times the cost I already paid and I *might* be able to claim a refund later.

Sorry it's not really on to advertise a service, sell me a ticket for it then tell me that sorry the trains you booked a ticket for don't exist any more but there are trains that run at a similar time via a different route and we can sell you a new ticket for those for 4 times the price I already paid!

This is the problem in the rail industry. There are so many companies involved so if something goes wrong every company involved will blame another and no one takes responsibility.

I was at least able to get a refund but I had to give up with going by train and drive instead. A lesson for the future there.

I have been booking most of my train trips with Trainsplit for over 3 years and also use other train companies, however, Trainsplit is always my first choice, competitive prices, choice of journeys, and today, customer service and especially David, managed to get me a delay repay that without him, I wouldn't been able to do. Thank you David, you're an asset to Trainsplit.

I've had excellent customer service from Jonathan and Tony at Trainsplit. They made a multi time refund saga very easy. Thanks guys.

After, contacting, Trainsplit, about changing, one of my journeys, they quickly replied and sorted, it out. Very efficiently.

The customer service we received was outstanding,would highly recommend

Booked a return ticket from Newport South Wales to Basildon Essex - which consisted of multiple changes per journey.

I was running late for my outbound journey due to work commitments. Although I had to purchase new tickets to be applicable for a refund, due to this being all last minute I was emailing back and forth “Joe” and they were extremely helpful and made me feel at ease. A couple of emails back and forth with covering screenshots etc, my new train tickets were downloaded and I travelled with no issues. Very polite, efficient and knowledgeable- absolute pleasure - thank you Joe!

Sam

UPDATE : STILL NOT RESOLVED ! inadequate Customer Service and Refusal…
Inadequate Customer Service and Refusal of Full Refund
​My recent experience with Trainsplit has been extremely disappointing. Despite being a loyal customer for many years, I encountered poor customer service and a refusal to issue a full refund after my return train journey was cancelled, leaving me stranded overnight with a young child.
​My return train journey to Leeds was cancelled due to a station closure. As a result, I was forced to pay for a hotel stay, which was a very difficult and stressful situation, especially with a child.
​When I requested a full refund for the entire trip, the process was incredibly frustrating. The representative, "Tony," initially questioned my claim and demanded a hotel receipt, which felt like a "Gestapo" interrogation, despite the well-known station closure. They eventually refunded only the cancelled return journey, citing their policy as a third-party retailer.
​I was repeatedly told that Trainsplit could only refund the unused portion of the ticket and that any compensation for additional expenses, like the hotel, must be sought directly from the train company. This policy is unhelpful and puts the burden on the customer to chase multiple parties for a resolution.
​Trainsplit's handling of this issue demonstrated a complete lack of empathy for a difficult situation. Instead of offering a helpful solution, they hid behind their third-party status and rigid policies. It's clear that Trainsplit is unwilling to go the extra mile to support customers when things go wrong, which is a major concern for anyone relying on their service for travel. I would strongly advise others to consider this before booking with them. Here is my reply to their response to the above : ​Your reply, while attempting to clarify your position, entirely misses the point of my complaint. My issue is not with the specific policy of refunding only the unused ticket, but with the unhelpful and rigid application of that policy and the overall lack of customer support during a stressful and difficult situation.
​You claim your actions were fair and empathetic, yet your initial communication was the opposite. Demanding a hotel receipt felt like an interrogation and showed a clear lack of trust, especially when it was widely known that trains to Leeds were not running. This approach created unnecessary stress and felt dismissive of the difficult position I was in.
​You state that you explained everything clearly. However, your explanations consistently directed me elsewhere rather than offering any meaningful help. Shifting the burden to me to contact the train company for compensation, especially after the difficult journey I'd already had, is not customer support; it's a lack of service. It demonstrates a system designed to protect your company, not to assist the customer.
​Furthermore, you are misrepresenting my claim. I never said you refused support entirely. I said your support was inadequate and unhelpful. Refunding only the unused portion of the ticket is the bare minimum, not a sign of good customer service. The claim that I am posting "false or misleading claims" is both defensive and unprofessional. I am simply sharing my genuine experience—one that you could have resolved more empathetically and effectively.
​As a long-time user of your service, I expected more than a robotic application of your policies. My complaint stands: your handling of this case was a significant failure in customer service.

Excellent customer service from TrainSplit. Quick and responsive. I emailed them to find out the best way to sort out our booking when we had to change plans following an accident. Joe replied and actually dealt with my query - not sending me down a 'customer service loop' or using unnecessary obstacles to prevent my being able to reclaim our train fares. Unlike the big train companies. Ill keep using them and recommend them.

Flipping fantastic! So speedy in reply to my email, a personal reply with all the clear and detailed instructions for me to fix my dilemma, and a gracious attitude towards helping me sort it. This has made my day, and my desire to use Train Split has increased more!

I needed some information about my trip and emailed them and they mailed me back stating away, very pleasant and helpful.