Seatfrog Omdömen 1 217

I had a very disappointing experience with Seatfrog and would strongly advise others to proceed with caution.

I placed a bid for an upgrade and was explicitly told that I had been unsuccessful. Based on that, I moved on and purchased an upgrade outright for a different train. It would make absolutely no sense for me to then go back and increase my bid on a later service—yet Seatfrog are now claiming that I did exactly that.

Their explanation simply does not reflect what actually happened. It feels inconsistent, confusing, and frankly misleading. The suggestion that I re-entered the auction after being told I had lost does not align with my actions at all.

What’s most frustrating is the customer service response. Rather than properly investigating or acknowledging the issue, they have relied on a generic, system-led explanation that dismisses the customer’s experience entirely. There was no real attempt to resolve the concern in a fair or reasonable way.

This gives the impression of a system where customers are encouraged to bid higher, and if they don’t respond, the upgrade is still pushed through anyway—regardless of what they were previously told. Whether that’s a system flaw or a process issue, it’s not transparent and not acceptable.

I have now disputed the charge with my credit card provider and will not be using Seatfrog again.

Very poor experience and far below the standard of service I would expect.

Paid for an upgrade only to be told there's no access to the lounge or drinks on the train. Shan't be bothering with the anymore.

Seatfrog was very supportive when I made an error.

I had a really positive experience with the support team, especially Aaron.

He was incredibly helpful, understanding, and professional throughout, and I’m very grateful for how quickly and smoothly my issue was resolved.

Excellent customer service.
Thank you again!

After an automated message that confused me due to a mix up with seeking a refund, I reached out directly to support. Ella was brilliant, indicated she understood my confusion, and not only indicated what the issue was, but was also able to rectify the matter within hours. It's great when customer service clearly feels human, not automated. Thanks so much!

Criminal company. Absolutely woeful customer service. Would not recommend any services they offer. Truly shocking

I love this app and I love the fab customer service, shout out to Aaron who helped me out of a pickle earlier, great example of customer centric focus and recognition of loyalty! Thank you

Upgrade more expensive than original ticket prices

I emailed Seatfrog with a issue and the issued was resolved in a matter of minutes.

I appreciate the speed in which my issue was resolved.

Fantastic service from Aaron. Thank you.

Easy to find my train, slick upgrading experience and the first class was a lovely treat.

Due to my own error, admittedly I managed to upgrade across (same standard premium) class on Avanti instead of an upwards upgrade to first class.
Belatedly I realised my mistake and contacted seatfrog with this problem 😅
Many thanks to Seatfrog especially Eibhilin for their wonderful service 😀
Makes it all worthwhile thanks.

I mistakenly made an error when booking a ticket with Seatfrog. In hope of some assistance in rectifying this error, I emailed them and thankfully my situation was dealt with very swiftly and promptly by Vanessa H (senior customer support advisor). I am truly grateful for the kindness she portrayed, it is much appreciated and valued. Thank you Vanessa 🙂

My wife thought she was on to a good thing today when she found this site and won the auctions. £18 upgrade to Bristol then £74 for Bristol to Edinburgh. Result. Much cheaper than originally buying first class.
BUT when she got on the train she was told if she'd just sat in an empty seat (of which there were plenty) she could have upgraded on the train for £25!
So not the bargain she thought.
Don't know if this is always the case, but we won't be using this service again.
UPDATE: Turns out the £25 upgrade is on weekends, so don't pay more than that at weekends, and definitely don't risk an auction where you could end up paying a lot.

I had an issue with the app, which I reported as a bug. Due to this issue, I ended up booking a train I didn't really want/wasn't that convenient for me. A very nice person called Vanessa responded to me - sorted it all out and kindly offered a refund for the trip I didn't want to book. When the app works properly, it's brilliant!

I bidded for what I thought was a 1st class upgrade.

I feel rather cheated as I seem to have bidded for a standard upgrade.

Apparently a first class seat, but no food, drink or access into the lounge.

I don't think I will use them going forward

Eibhilín was incredibly helpful from start to finish.

I run the risk of exposing this best kept secret! However, I feel obligated to let the world know how amazing Seatfrog is at allowing you to bag that last minute upgrade at unpublished prices. The app is a breeze. As for their Support, I have had to used them once, and they were outstanding. Wish I could give them more than 5 stars!

When the rail service was cancelled, although LNER accepted the claim for refund (including upgrade fee), neither they nor Seatfrog apparently take responsibility for refunding Seatfrog’s ‘platform’ fee.

Although, as a one-off ‘gesture of goodwill’, Seatfrog have now offered to refund the fee, that this isn’t automatic seems to be an attempt to subvert UK consumer laws.

Brilliant customer service from Eibhilín.
Refund sorted out instantly when are train had been cancelled.

I use seat frog regularly, so it’s great to see when I have had a problem it’s been a seamless experience.

I booked a ticket from London to Liverpool but no ticket came through even though sent them emails they kept saying ticket was sent to your email because of that I had to purchase another ticket which cost me more very disappointed with this service no phone number to contact only email.