Customer Promise
We seek to deliver the best possible service to you and recognise the importance of personal assistance.
We will always try to address your comments and concerns in accordance with the National Conditions of Carriage, Train Operating Company Guidelines and in line with TheTrainline’s policies and procedures
All customers who contact our support team to raise an issue with tickets booked on TheTrainline will be dealt with individually and each case will be assessed accordingly.
Security
Online Security
When providing your personal details and paying by credit/debit card on our internet site you can be sure that any information you send us remains secure and protected.
We use a range of security technologies, and our systems and processes are regularly audited by independent experts.
When you connect to our site we use Secure Sockets Layer (SSL) technology. This encrypts your card details as they travel through the Internet and stops anyone else accessing them. Our servers are hosted in secure data-centres in the UK, maintained by major blue-chip organisations.
Customer Support
Help Facilities
Our online help facility contains over 300 answers to questions covering all areas of our service. Type in a question or keyword in the box provided and you will be presented with a list of closest matching answers.
If you experience difficulty with the site when making a booking or require after sales support with questions on, delivery of your ticket, change of journey then check our online help centre or call customer services on the number shown on your booking confirmation email.
Contact Us
Feedback
TheTrainline are committed to deliver a high level of customer service and customer feedback plays an integral part in improving our service. Customers once provided with after sales support are given the opportunity to complete an anonymous survey about the quality of our service.
Complaints procedure
If you would like to make with a complaint, please email our customer service experts by using the 'Contact Us' facility in our online help centre. Your email will be answered with 24 hours. Alternatively call 0870 010 1296.
In the unlikely event that we are unable to resolve your complaint by e-mail or telephone please contact us in writing. All Correspondence will be answered within 10 working days.
Please send to:
Customer Relations Manager
Thetrainline.com
PO BOX 222 333
Edinburgh
EH11 3AF
