Trainpal Avis 

Absolutely shocking. The tickets they gave us wasnt valid. Couldn't be used on it route planned as they told us to use the metro in Manchester. This cant be done as confirmed by staff there. Had to buy tickets through the bee network to get home and then have the cheek to claim my tickets was scanned. Yeah the original journey on Sunday but none today. Definitely moving to a different place to buy my tickets. Absolutely shocking.

Funny how when you mention a complaints procedure on live chat they wont carry on the conversation as im not professional. Everything is screenshot and i dont mind how far I take it.

Complete joke of a company, didn’t issue our tickets to us so we had to go and repurchase elsewhere but they still took the money from our account. Then have been all over the place with their story, one minute they didn’t receive the payment so couldn’t issue the tickets, then the next they apparently had issued the tickets and they were available on the app? Complete joke

I signed up to use the service due to a good deal advertised. A discounted network railcard and ticket. Did the order for the railcard m, then bought the ticket to activate it. I used the same form of payment but for some reason the railcard purchase didn’t go through. I was only buying through TrainPal due to this deal now I’m stuck with a ticket I can use till I buy a railcard and the savings on the railcard have gone as I’m now signed up. When I went through their support service I was stuck talking to a bot which couldn’t assist me. Spent 30 minutes trying to get a proper answer how it could take payment for the train ticket but not the railcard.
If you want service and helpful support do not use them.

Scammers! Have a £5 promo code, it applies, however, once taken to the payment page, full price shows

Ditto - many of the comments submitted below. Gave up trying to obtain a refuned for a cancelled train. No point in wasting more time with details. The money lost would probably take years to be made up with 'split tickets'.

We booked tickets for a family of 6 (2 adults, 4 children) through TrainPal for the 11 July 2026 18:59 Manchester Victoria to Middlesbrough service. The train was cancelled by the operator (TransPennine Express) — we have the official cancellation email from TrainPal confirming this.
I immediately requested a refund via the TrainPal app, exactly as their system prompted. Days later I received an email saying the refund was unsuccessful due to “Manual audit fail” because the ticket had supposedly been “validated/scanned.”
This is completely false. We never boarded any train. The service never ran. We were left stranded at the station with small children and had no choice but to order an UberXL, which cost us £91.98 just to get part of the way.
I spent hours in chat with multiple TrainPal agents (Jennifer, Ethan, and others). The conversations were deeply frustrating and contradictory:

They first claimed the ticket was used.
They admitted the train was cancelled but said as a “third-party platform” they couldn’t help.
They kept asking for proof we didn’t travel while simultaneously saying a scan record existed.
They directed us to TransPennine Express’s Delay Repay portal, but offered no real assistance processing the original refund they themselves initiated.

The whole experience was stressful, time-consuming, and left us significantly out of pocket. TrainPal promotes easy booking and refunds for cancellations, yet when a real cancellation happened they failed at every step — poor communication, inaccurate records, and zero accountability.
Families should not have to fight this hard for a refund on a service that never ran. Avoid TrainPal if you value reliable support and actual refunds when things go wrong. We will be pursuing this further with the operator, our bank, and relevant consumer protection bodies.

If I could give this rip off site 0 stars, then I would. I bought an open return from them, tried to use my return ticket and they said my ticket was invalid and had been used. How can this happen when I only had used the outbound ticket? Had to pay a full price ticket on the way back. So I paid for the same ticket twice. Asked them for a refund on the other ticket and was told that they couldn't refund the ticket, as both journeys had been used, which is impossible, as the return ticket hadn't been activated! Scam site!!!!!

TrainPal advertises straightforward refunds for cancelled journeys. Our Cross Country journey was cancelled in that “due to crew shortages” the train did not complete its journey to the station I had paid to travel to. No refund allowed for that part of the journey that was cancelled. TrainPal a waste of space

Train pal and national express have got alot 2 answer 4...they think.. They r so big... They can't b touched... Well they haven't met me... STUART GEORGE THORN... and i will never use these companies... Ever again... Especially being ripped off by them... Im disgusted... How i have been treated by them...they both have lost me... Now as a loyal customer... But it won't effect me... Giving them... The worst reviews ever...

Cant activate railcard, no assistance. Dodgy scam.

I have had an absolutely terrible experience with TrainPal,couldn’t collect my tickets due to error with the number they gave me,tried getting a refund and still nothing sorted for over a month and still awaiting refund

Their app changed my tickets to a day return. When I cancelled them and rebooked it did the same thing. I was not refunded full amount each time. Discussion with the customer service was dreadful and the issue was never resolved.

Absolutely terrible customer service.

My train was cancelled by the train operator, not by me. TrainPal even sent me a cancellation email on the day of travel, informing me that my journey had been cancelled. Because it was a last-minute cancellation, I had no choice but to ask my wife to drive me to Heathrow Airport in our own car so I wouldn't miss my flight, causing extra expense and inconvenience.

When I contacted TrainPal for a refund, they repeatedly sent the same generic response saying the refund deadline had passed. They completely ignored the fact that their own cancellation email was sent after the refund deadline, making it impossible for me to request a refund before then.

It is extremely frustrating that customer support does not appear to read emails or review the evidence provided. Instead, they simply copy and paste template replies without addressing the actual issue.

I expected TrainPal to stand behind its customers when a train operator cancels a service, but instead I was refused a refund and offered no assistance or compensation.

Very disappointing experience. I will not be using TrainPal again and cannot recommend them to anyone.

These people are scammers and a complete fraud. After I paid for my ticket, I noticed they did not send me the same route that was displayed before I paid. I contacted customer service through live chat, and the agent cancelled my ticket. He mentioned he issued a full refund as it had been less than 10 minutes. However, I only received a partial refund. When I followed up, the agent sent a confirmation email stating the full refund was issued in two payments.Later on, I contacted customer service again and was told the ticket had been 'collected,' which is why only a partial refund was made.First of all, if the ticket was cancelled, how could anyone collect it?Second, why was I issued two payments in the first place instead of one full refund? This is a total scam. I have all the screenshots as proof, and if there were an option to upload them here, I would reveal these scammers.

Booking no: 1134746122388956

NOTE: Dont reply me with this message ''We apologize for the inconvenience. For further assistance, please use the link below to find our support team’s contact details in your language/country and describe your issue''

I have contacted 3 times and they comes with different story. Not HELPFUL at all. Just AVOID this company !!!!

Zero customer service
ref 1134745516705869
At first very good but had issue with app error on my last booking which showing failed payment while trying to pay, which in turn blocked my account. After various attempts to resolve via chat and reattempt using different payment methods I was assured there where no issues and then further emails over the last 2 weeks with what seems to be a copy and paste reply saying unusual activity ???? From a ticket booking service 🤷‍♂️🤷‍♂️🤷‍♂️. Now been told to set up another account which in turn looses all the so called loyalty point.
Very poor service with no feed back to resolve.

SCAM DO NOT USE.

Bought Trainpal Card on the basis of online ad offering 15% off all UK bookings. Turns out it’s 3% and tough luck, the card is non refundable.
Misleading advertising.
The chatbot understands why I’m frustrated tho so there’s that!

I was excited when I found Trainpal - the prices looked good and it was good to have an alternative to Trainline.

However, everything about it is worse. Firstly, they used to not support in app tickets which meant that after a long flight, all my friends at LGW could get straight onto the platform but I had to wait in line to print my tickets.

Now I see they do have tickets in app, but the payments fail randomly. It's just a far inferior experience.

I would give no stars if I could. You can't speak to an actual person. They messed my booking up and then told me I can't get a refund.
I wish I had seen the reviews before I booked. I will stick with Trainline in future.

They are very very very bad service and whene you need to get your refunds because of delays they never pay you back the money they stell you in your face