Trainline complaint letter

Use this page to prepare a clear, structured complaint to Trainline. The aim is to explain what went wrong, what you want resolved, and the evidence supporting your position.

What this letter should achieve

• Set out the issue clearly with booking reference and travel details.
• Explain the impact (missed connection, additional costs, lost time).
• Request a specific remedy (refund, delay compensation, fee waiver, correction).
• Ask for written confirmation of the outcome.

Common issues people complain about (Transport)

Typical themes include: Refund request, Delay compensation, Cancelled train, Booking error, Duplicate charge, App issue. Keep your complaint focused on the main issue and avoid unrelated grievances.

Important: Who is responsible?

Trainline acts as a ticket retailer. The train operating company is responsible for the train service itself, including delays and cancellations. In some cases, you may need to pursue delay compensation directly with the train operator, while Trainline handles ticketing and payment issues.

What to include

Evidence: Booking reference, ticket details, travel date/time, screenshots of delays or cancellations, refund requests, and correspondence.

• Scheduled departure and arrival times.
• Actual arrival time (if delayed).
• Any additional costs incurred (e.g. alternative transport).
• Confirmation of previous refund or compensation requests.

Your rights as a rail passenger

Under the National Rail Conditions of Travel and consumer protection law, passengers may be entitled to compensation for delays and cancellations. Most operators operate a “Delay Repay” scheme.

• If your train is delayed beyond a set threshold (often 15 or 30 minutes), compensation may be available.
• If a train is cancelled and you do not travel, you may request a refund.
• If booking or payment errors occur, you can request correction or refund of duplicate charges.

Referring calmly to delay compensation schemes and consumer rights can strengthen your complaint.

Escalation and timeframes

Expected wait: Transport providers normally have up to 8 weeks to resolve a complaint before Ombudsman escalation becomes available, unless a deadlock letter is issued earlier.

Escalation route: If unresolved after 8 weeks or upon receipt of a deadlock letter, you can escalate to the Rail Ombudsman for independent review.

Practical tips

• Keep your complaint factual and concise.
• Quote exact delay times and costs incurred.
• Attach booking confirmation and payment evidence.
• Retain screenshots before they expire in apps.