Seatfrog Avis 1 212

I mixed up times for Seatfrog upgrades, my fault, but Seatfrog generously gave me a credit.
I did manage to bid again and win an upgrade back from York. But I lost out on an upgrade to York, a last minute bidder outbid me while I was in the tunnel at Farringdon with no signal!

The system to get an upgrade works very well. My only problem has been when First Class is declassified at short notice. Then the refund comes through quickly but the website is not entirely clear on how to do it.

As my train was declassified i requested a refund for my upgrade.
The process was easy and smooth.
The customer service agents who dealt with my request did so quickly and efficiently.
Shout out to Aaron and Eibhilín who were friendly and polite and provided great service.
Thank you

I did a stupid thing and bid on the wrong day of my travel they were very good and refunded me for this really good service. Thank you

I wanted to upgrade to first class from EMP to Birmingham. After paying I discovered the upgrade was only for section EMP to Derby. When we arrived at the station the noticeboard said first class was not available for this section! So I paid £13 for nothing. There is nowhere on the seatfrog app to contend this. When you write a review you have to provide a nickname. By the time you have written and submitted the review, the reply will not load. What a con!

Ella was very helpful with arranging a refund on my ticket for a cancelled train. Thank you again.

Perfect , honest , helpful

Easy to book and when my train was cancelled I contacted them and had a full refund in less than 24hours.
Fully recommend and it’s a well deserved 5 stars.

Really disappointed, pure scam!! Very misleading and do not provide much customer support or any refunds - even if purchased upgrades way in advance.

Just be careful buying upgrades.
So everyone’s aware it’s not first class. It’s only standard premium you’re getting.
No food or drinks are provided.
There’s video content on their social media advertising free food and drinks which is very misleading.

No customer support, most is A.I replies

I frequently book travel on Seatfrog it’s a great app that makes travel simpler and allows me to travel first class almost every trip. Recently I had some technical issues, driven mostly by myself using the app in a rush, Aaron on the support team was a star. Understanding, helpful and resolved my issue. 11/10, give the man a raise.

The app and service works well as long as the train company supplies the service.

However they will not support you if anything goes wrong - booked an upgrade via grand central - no staff, seats werent saved, no food, drinks etc

In this case seatfromg will simply refer you to the company who in this case wont help. Useful to get a bargain but dont expect help if things go wrong.

I travel by train frequently & use Seatfrog whenever I can. One of the best things is their customer service. I’ve contacted them twice - once for a cancelled train and once for a declassified train. Both times they’ve refunded me - no quibbles. Means I can use them with confidence. I recommend them a lot (although I don’t want *too* much competition for my upgrade auctions ;) )

I just wanted to leave a quick note to recognise the excellent support I received from Eibhilín.

What really stood out was not just the help itself, but the genuine compassion and understanding behind it. It is rare these days to feel like you are being treated as a person rather than just another ticket or policy, but that was exactly the experience here.

Eibhilín showed patience, empathy, and a real human touch throughout. That makes a huge difference and does not go unnoticed.

A big thank you again. It truly meant a lot.

I have a learning disability. I did and upgrade and confused 8.03 for 8.30. They would not allow me to change or refund when I contacted straight after. Also Goes against the 14 day cool of period you would expect as well. Really disappointed - I wouldn't use this service if you have a disability really disappointing response from the customer service and no support or allowances. Very upset as feel like I have been discriminate against.

Very prompt reply, and great service by the support team. 2 thumbs up!

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!