TrainSplit consistently offers the best fares and the biggest savings. What makes it more remarkable is that when I have needed to change or amend a ticket it’s actually a person that helps you rat... Vis mer
Selskapet har svart
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
For å beskytte plattformens integritet vil alle anmeldelser på plattformen—bekreftet eller ikke—bli undersøkt av vår automatiserte programvare (tilgjengelig hele døgnet). Denne teknologien er designet til å identifisere og fjerne innhold som bryter med retningslinjene våre, deriblant anmeldelser som ikke er basert på en faktisk erfaring. Vi vet at vi ikke kan fange opp alt. Hvis du tror at vi har gått glipp av noe, kan du rapportere det. Mer informasjon
Se hva andre synes
Outstanding service and patience from Pam. Due to plans changing minute to minute I had to change travel plans and then also got replacement ticket dates all wrong too. Pam sorted it all quickly a... Vis mer
Selskapet har svart
Really easy to use but you do need to make notes of the times to ensure you've got enough time to make connections! Take screenshots as you go if you want to look up a few options. It's not alwa... Vis mer
Selskapet har svart
I have used Trainsplit customer service several times - cancelled trips, mistake in bookings and industrial action all involving some kind of refund or rebooking. On all occasions they have been prom... Vis mer
Selskapet har svart
Informasjon om virksomheten
Skrevet av virksomheten
Trainsplit.com is dedicated to saving you money on train tickets. By simply splitting your train journey across two or more train tickets, you can save money on your next trip. Thousands of people are now enjoying affordable train travel thanks to TrainSplit.
Kontaktopplysninger
Raileasy, 10 Station Parade, E11 1QF, London, Storbritannia
- customer.support@trainsplit.com
- trainsplit.com
4,7
Enestående
1k anmeldelser
Ber kundene om å skrive anmeldelser
Denne virksomheten oppfordrer kundene til å skrive anmeldelser, enten positive eller negative
Har svart på 100 % av de negative anmeldelsene sine
Svarer vanligvis i løpet av 24 timer
Slik bruker virksomheten Trustpilot
Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
I made a mistake on booking a return…
I made a mistake on booking a return journey which would have resulted in a 7 hour wait at the station, I contacted the Trainsplit Helpdesk (after hours) and explained with booking references. They replied first thing next morning explaining what to do, this resulted in me rebooking sending all the new details to them and my refund was completed in 10 minutes, excellent customer service.
10. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
The customer service agent Pam was amazing
The customer service agent Pam was absolutely fantastic! She promptly answered my emails and also made extra effort to explain exactly what I needed to do
7. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Good, but watch out if you have to refund an Advance booking
There are many things to like about TrainSplit. Obviously, the main one is the very substantial savings that split ticketing can give. So far, I have only booked one journey with them, a Scotland to Wales one using three Advance singles. The website I think is excellent, and the e-ticket pdf includes a very useful summary page of the full itinerary and tickets. I imagine this would be especially useful in the event of disruption to one’s journey, e.g. when dealing with railway staff.
When I printed my tickets, I noticed that I had very stupidly booked on the wrong date, and as the one-hour grace period to cancel the ticket without penalty had elapsed, I needed to book a new journey on the correct date and then refund my original booking. This I did in the knowledge that I would forfeit a £5 fee for the refund. What I did not expect was that in addition to the £5 fee, TrainSplit also retained their “Share of savings” (i.e. commission), which amounted to a further £25 in this instance. Ouch!
I immediately queried this by email with their customer service team and received a very prompt reply from Jonathan, explaining that this was indeed their policy and pointing me to the relevant section of their Terms and Conditions. So basically, I have had to chalk it up to experience.
In summary, I can recommend TrainSplit with the proviso that should you need to refund a booking, you need to be aware that your financial loss will not necessarily be limited to the £5 fee. Take extra care to check your booking details are correct immediately after completing it and while you have a chance to cancel it without penalty.
I strongly believe that TrainSplit need to reconsider their policy and not retain their full commission in the event of a refund, perhaps capping the amount retained at a fixed sum or percentage. If they had kept back a tenner, I would probably have sucked it up, but keeping £25 does not seem justifiable.
20. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Hi Nick,
Thanks for the detailed and balanced review, and for your positive comments about TrainSplit, the e-ticket itinerary and the prompt support you received from Jonathan.
You’re quite right to highlight the importance of checking journey details immediately after booking. For future-dated bookings, we provide a one-hour grace period so that errors spotted shortly after purchase can be cancelled without the normal refund charges applying.
It may also be helpful to add some context around the £25 Share of Saving fee in this case. This is separate from the face value of the rail tickets and is capped at £25, regardless of how large a saving TrainSplit finds. For your particular journey, the equivalent through fare was £380.20, while the total price paid through TrainSplit was £110.10, including the £25 Share of Saving fee. The saving on the original booking was therefore £270.10 even after our fee had been applied.
Share of Saving is the fee we charge for finding and providing that split-ticket saving. Where a booking subsequently needs to be changed or refunded for reasons unrelated to disruption, the service for which the fee was charged has already been provided, so the Share of Saving fee is non-refundable. This is set out in section 8.9 of our Terms and Conditions.
We understand your suggestion that there should be a separate, lower cap on the amount retained when a booking is subsequently refunded. Our model works differently: the Share of Saving fee is capped when it is charged and, except in the circumstances set out in our terms, is non-refundable.
We appreciate that the non-refundable Share of Saving fee made correcting the booking more expensive than you had expected. We’re pleased that you otherwise found TrainSplit useful, and appreciate both the recommendation and the constructive feedback.
Kind regards,
TrainSplit Customer Support
The customer service is awful
The customer service is awful. Take days to reply. I think the trust pilot reviews here must off been written by staff .I will never use them again .they don't refund ticket .even if you ask them to days in advance. Please steer clear bunch of crooks
31. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Hi Calvin,
As your review gives a rather different impression from the booking records, some context is necessary.
You made several separate bookings for travel around 31 August using the TrainSplit Android app and then submitted multiple refund requests under “disruption”.
For example, one journey was booked at 15:50 on 28 August for travel on 31 August. The itinerary you selected already showed a ScotRail replacement bus. Replacement bus services are clearly labelled as “Replacement Bus” in the TrainSplit Android app before a journey is selected and purchased. This is not information hidden in the small print or revealed after payment.
Your booking confirmation, delivered immediately after purchase, also specifically stated that you were booked on a replacement bus service.
Nevertheless, on 29 August, two days before that journey was due to take place, you submitted a refund request claiming disruption. When asked to identify the disruption, the information you initially provided was simply “31 August”.
You subsequently explained the actual issue: you did not want to travel because part of the journey was by replacement bus.
That is, of course, your choice. It is not, however, disruption. The replacement bus was part of the journey you selected and paid for in the first place.
You submitted similar “disruption” refund requests against several other bookings. We explained that we would consider any genuine disruption, but repeatedly selecting “disruption” on a refund form does not make a journey disrupted. We still need to establish what actually happened.
It is also incorrect to say that we “don’t refund tickets even if you ask days in advance”. The example above was refundable under its normal conditions until 23:59 on 30 August, subject to the applicable administration fee. What you sought instead was a disruption refund.
There is an important difference between refusing to refund tickets and refusing to classify bookings as disrupted when the evidence does not support that claim.
Your comments about our response times also omit that these requests were submitted over the Bank Holiday weekend and were answered on 1 September, the next working day.
Finally, we appreciate that “crooks” makes for a punchier review than “they wouldn’t give me the type of refund I asked for”, but it does not make it accurate. Nor is there any basis whatsoever for suggesting our positive Trustpilot reviews were written by staff.
We are quite happy for readers to consider the facts above and draw their own conclusions.
TrainSplit Customer Support
Excellent customer service
Excellent customer service, they have been quick to respond to my customer service requests and are very helpful. Quite honestly one of the better customer service experiences I’ve had.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and positive feedback! ~ Jonathan
Fantastic customer service
Fast customer service, always solve any issues (which rarely arise) in the first instance.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're thrilled to learn that you've had such a fantastic experience with us. Thank you for your 5* review! ~ Jonathan
Excellent Customer Service
I made an error in booking date and had to contact the company by email for help. The response from Customer Service (Jonathan) was almost immediate, friendly, and the advice was easy to follow. An extremely efficient service and excellent Customer Support.
26. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
Kind and helpful customer service
Kind and helpful customer service
26. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
I made a digital error with my email so…
I made a digital error with my email so did not receive my tickets electronically. My request to Customer Support was dealt with quickly and efficiently .
My fat finger had pressed the v instead of c!!
24. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Pam in the customer support team
Pam in the customer support team was excellent not only did she sort my seating problem out but she did it in a friendly way & was very patient with was I am in my late 70’s and no way a computer wizz kid ! I particularly liked way we had a bit of banter which we bounced off each other without anyone getting offended, it made the whole process less of an ordeal and gives me a bit more faith in customer service, not that happens very often these days! Well done Pam !
24. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
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
Quick helpful and positive response to…
Quick helpful and positive response to my email while I was travelling. Very impressive ! Thank you
24. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Tony
Quick service
Swift, positive and polite response to my query about getting a refund for a cancelled train.
21. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're so pleased to learn of your great experience with us. Thank you for your 5* review and positive feedback. ~ Jonathan
They were very helpful (Pam)
They were very helpful (Pam) and offered me a refund if I rebooked as I wanted to add Plusbus after I had booked my train ticket
20. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your kind words have made our day. Thank you so much for your 5* review and positive feedback. ~ Jonathan
What a breath of fresh air
What a breath of fresh air. Great app and brilliant customer service. Never using any other app for trains again. Ironically it was the train company who referred me to them when my question was too hard for them to be bothered with.
19. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
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
Fabulous caring response
Firstly the staff at the end of an e-mail were very quick to respond to my questions and thorough in their reply. What really made the difference was the lady responding took the time to acknowledge the content of the e-mail and respond in a very kind and caring way.
18. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're so pleased to learn of your wonderful experience with us. Thank you for your 5* review! ~ Jonathan
Helped me with a refund when I needed…
Helped me with a refund when I needed to change ticket. Fast email response and very helpful. Also the tickets are good value!
18. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
Your kind words have really made our day. Thank you so much for your 5* review and positive feedback! ~ Jonathan
It was so helpful to find an app that…
It was so helpful to find an app that let me use different types of railcards, as I have a disabled persons railcard, and I will be travelling with 2 teenagers who have the 16-17 saver railcard.
I was also amazed at the price difference. I tried booking this journey with Greater Anglia, and the exact same trains would have cost me over £500!
The facility to be able to book seats is also really helpful, and the icing on the cake is being able to cancel and get a full refund if I made a mistake in my panic within an hour.
Thank you!
18. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're delighted to learn of your fantastic experience with us. Thank you so much for your 5* review! ~ Jonathan
Prompt and cheery response.
Had an issue with a booking in that I booked a 2 together journey for my daughter and her partner for a football match but it turned out my daughter wasn't going but there is an option to undo the booking in 60 minutes which I couldn't find.I ended up sending an email and got a reply immediately stating it be dealt with in the next couple of hours.In the meantime I found a way to do the refund so all sorted anyway.Shortly after I had a lovely email off a woman called Pam telling me what to do next time and saying she's glad that I got sorted.
17. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
We're thrilled to learn of your fantastic experience with us. Thank you for your 5* review and positive feedback! ~ Jonathan
Split ticketing working against the customer
TrainSplit promote the savings they're able to get you on your rail tickets. These are indeed very impressive! So much so that I genuinely excitedly told my friends after booking. But what about when something goes wrong?
Unfortunately, TrainSplit customer service does things by the book. While I respect that, it misses a key tenet of customer service: the cost of losing a customer's lifetime value (and positive word-of-mouth) outweighs the cost of a one-off goodwill gesture.
This, sadly, shows throughout their replies on Trustpilot and in my interactions with the team. I can't fault the team's willingness to investigate my enquiry and their straightforward communication. This was genuinely impressive and I appreciate the individual attention and care that went into this. However, in the end, surely the cost of time taken for a representative to defend a case outweighs the commission and booking fees earned on tickets?
I'd encourage the company to utilise its excellent customer support offering for good: choosing pragmatism over precision where it matters. Why? Because there's no industry rule book for making customers feel well looked after and keeping their business and positive word-of-mouth in the future.
I understand the company will likely reply to this Trustpilot review. My humble request would be to not publicly re-share the specific details of my booking and our well-intended interactions out of respect for my privacy. Thank you.
14. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
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
Don’t use TrainSplit
They make stuff up I give them a bad review and they don’t like what I write fact of the matter if I went to a shop and brought a jumper and then decided I did not like that jumper I’d be able to tack back and get my money back so if I brought a train ticket and then decided not to use in a couple of mins why can’t I get my money back anyway as I said don’t worry about the £9.50 you keep it you obviously need it as I don’t think people will use you when they find out how you operate and TrainSplit will be no morn. USE TRAINLINE GUYS AND GIRLS cheaper ANYWAY 😏😏
14. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Trainsplit
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
Dette er Trustpilot
Alle kan gi tilbakemelding på Trustpilot. De som skriver en anmeldelse, har rett til når som helst å redigere og slette den. Enhver publiserte anmeldelse er synlig så lenge en tilknyttet konto er aktiv.
Vi har et eget team og smart teknologi som beskytter plattformen vår. Finn ut hvordan vi motvirker falske anmeldelser.
Lær om anmeldelsesprosessen på Trustpilot.
Verifisering kan bidra til å sørge for at anmeldelsene du leser på Trustpilot, er skrevet av faktiske personer.
Det kan gi en skjev TrustScore å tilby belønning for eller be bare enkelte kunder om å skrive en anmeldelse, og dette går imot retningslinjene våre.