Had accidentally clicked on the incorrect departure date. Was a little sceptical that I had to buy a second correct ticket before the first was refunded, but needn’t have worried. I did as instructed... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
I've had positive experiences booking on Railsmartr but was esp. pleased that having booked a train a few months in advance, they informed me it was cancelled, offered a refund and processed it within... Toon meer
Bedrijf heeft geantwoord
Booked an Advance single, then decided a number of days later that I wanted an earlier train on the same route. The exchange process is simply an email: book the replacement, send them both boo... Toon meer
Bedrijf heeft geantwoord
I have to cancelled my booking and can’t able to get refund in this case I asked for help and Sonia helped me a lot regarding the new bookings how to swap the tickets, till the process of refund she... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Railsmartr
Geschreven door het bedrijf
Be smarter.
Spend less on train travel with Railsmartr.
As an independent retailer of train tickets, we're on your side. We aim to find you the cheapest fares and we’ll never charge refund fees if you’re not able to travel.
Our mission is to always find you the cheapest fares. With the train fares structure being insanely complex, it’s a pretty difficult task. How do we do it? Our algorithm is set to find the cheapest fares, while some other retailers look for the fastest trains. So we can find you the cheapest tickets, even if it means some of the journeys we find take a little longer.
We’re committed to our ‘no extra charges policy’, so we never add any fees – not even for refunds. Why should you pay extra fees just to get your train tickets? Or because your plans change? Exactly!
Our team has been selling train tickets online since 2008, so we’re experts at what we do. We can help you find the best value train tickets, decide when it’s cheapest to travel and give you handy tips to make train travel easier. To make your journey even better, we’ve got some exciting additions coming soon, like our unique airline-style seat picker. So watch this space.
Contactgegevens
83 Victoria Street, SW1H 0HW, London, Verenigd Koninkrijk
- hello@railsmartr.co.uk
- railsmartr.co.uk
4,8
Uitstekend
172 reviews
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Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Refund
Event I was attending was cancelled due to COVID-19. Refund process was easy to find and quick to confirm.
4 mei 2020
Review zonder uitnodiging
Prompt response and supportive
Prompt response . Very supportive staff during the pandemic . Thank you
4 mei 2020
Review zonder uitnodiging
Antwoord van Railsmartr
UPDATE:
Our customer service team has confirmed that the same card you paid with (not PayPal, as you didn't use that) was credited with the refund 1 minute and 50 seconds after you applied for your refund on 15th April, and it should show in your account the following day (16th April).
We've reached out to you via email to provide a bit more detail. Feel free to let us know if you have any questions or if there is anything else we can help you with.
Thanks and have a good weekend.
Alistair
-------------------------------------------------------------------
(Our response from earlier this evening below)
Hello John
I'm really sorry to hear that you haven't got your refund yet. Online refunds are normally actually processed within 30 minutes - the "within 5 working days" is to allow for the banking system to get your refund to you, though it's normally much quicker than that.
Could you email your booking reference to refunds@traingenius.com and we'll look into it straight away for you?
Thank you and have a lovely evening
Alistair
Excellent customer service
Service from TrainGenius buying rail tickets was easy and was the best value. Unfortunately as a result of lockdown I had to seek a refund for two trips. TrainGenius have been been great in making a quick refund under the circumstances even for Advance tickets as these were for journeys undertaken after lockdown was announced. I'll definitely be going to TrainGenius for my rail tickets in the future.
1 mei 2020
Review zonder uitnodiging
Refund due to COVID 19 was quick and…
Refund due to COVID 19 was quick and easy to complete
30 april 2020
Review zonder uitnodiging
Always very quick response
Always very quick response. I am sure that i am not the only customer, and they took time to answer so fast and so helpful. Really impressed from their service!
30 april 2020
Review zonder uitnodiging
The Genius of Train Genius!
Very impressed with Train Genius for promptly refunding my rail ticket without any strings or pre-conditions.
I shall certainly use them again once CV-19 restrictions have been lifted.
29 april 2020
Review zonder uitnodiging
CORONA REFUND OF UNUSED TICKET
I had to claim a refund for an unused ticket due to the Corona Virus, within 24 hours of emailing the refund team i had a reply to say my refund was process for a full refund. Great efficient service. Thank you
29 april 2020
Review zonder uitnodiging
Five star service.
I had to give five stars my claim for unused ticket was sympathically dealt with by the responsible team and I was given a full refund. However the service I have had on travelling by rail to visit family down south has been excellent, I have a disabled card and get assistance which has been made very easy by the assistance team when changing
platforms I also use a scooter and the guy with the ramp has been waiting for me at the carriage door, life was made very easy and hope to use the service again once normality returns.
27 april 2020
Review zonder uitnodiging
A very satisfied customer
Well happy with the procedure, nice and simple and efficient and sorted with just a few clicks, thanks.
26 april 2020
Review zonder uitnodiging
kind helpful staff.
I have used train genius quite a few times. Always got good deals and seating.
I recently had to request a refund for journeys planned over the March April period. Due to COVID 19
My request was dealt with swiftly and efficiently. The communication was kind and helpful.
I will always try and use Train Genius for my train travels when we are allowed to move around the country again.
Stay safe and carry on.
24 april 2020
Review zonder uitnodiging
Quick to issue my refund
Quick to issue my refund. Were very helpful.
23 april 2020
Review zonder uitnodiging
Exceptionally Good Service
During the extremely stressful pandemic crisis TrainGenius refunded me, in full, for tickets that I couldn't use due to the lockdown. While organising the refund, they were polite, helpful and genuine at all times. I will definitely buy train tickets with them again and can fully recommend TrainGenius to anyone wanting a quality service.
23 april 2020
Review zonder uitnodiging
NO TICKET !
Ticket paid for but no e-ticket sent. No reply to subsequent email requesting this.
UPDATE: This is the FIRST time I have ever had a problem getting a train ticket online.
PLEASE ISSUE AN E-TICKET OR ELSE REFUND MY MONEY PROMPTLY. WEB0001587597.
UPDATE: WHERE IS MY E-TICKET?
IF YOU CANNOT ISSUE IT THEN PLEASE REFUND MY MONEY NOW.
23 april 2020
Review zonder uitnodiging
Antwoord van Railsmartr
Thanks for your review Philip.
Very sorry to hear that you did not get your eTicket. Sometimes these get caught in spam filters or corporate firewalls - but we do send them of course!
Also sorry to hear that you have not had a response to your email. Obviously that's not good enough - the team has been really busy with refunds so our response time is much slower than usual at this time.
In any case, to help speed things along, could you email us your details to refunds@traingenius.com and we'll take a look at it and help you straight away.
Thanks!
Alistair
The attitude adopted by TrainGenius in…
The attitude adopted by TrainGenius in relation to the problems caused by COVID is perfect.
22 april 2020
Review zonder uitnodiging
Happy customer
Friendly and personable service from the team here with rapid resolution to my query. Thanks for making the refund process so painless, and keep up the good work!
22 april 2020
Review zonder uitnodiging
My Heroes
Excellent service the online refund was easy to complete. l had lost my reference for one of my booked trips and they found it for me when l gave them the information. Which given the amount of work they currently must have is amazing
So thank you so much will look forward to travelling with you again hopefully in the not to distance future
22 april 2020
Review zonder uitnodiging
Top Marks
During these tough times, it either makes or break people/companies. Train genius were superb. Had advanced tickets booked for a family of 4, lockdown came along, needed a refund. They kept me informed all along on how to do this. When they couldn't get to the volume of refunds they implemented a self serve on line system. If this didn't work for you they themselves did the refund. Top marks for keeping me informed. Top marks for dealing with an unprecedented situation. Top marks for doing exactly what you said you would do.
Adrian
20 april 2020
Review zonder uitnodiging
Refund
Initial booking was easy, and no problems on refund due to COVID-19
19 april 2020
Review zonder uitnodiging
User-friendly website and prompt
User-friendly website and prompt, attentive service. Thanks to those that helped me out over email, very helpful. I look forward to using your services again after everything has calmed down.
18 april 2020
Review zonder uitnodiging
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