Railsmartr Reviews 

I have had to cancel my journey due to Covid-19. The refund process was quick and easy. Refund e-mail received within minutes

Requested refund of York-London fare due to London Marathon being postponed as a consequence of Coronavirus but then received an email a couple of weeks later asking for re-submission of request via newly launched automated system. Did this & refund approved & processed within minutes - very happy with this in such difficult circumstances.

Excellent service from Traingenius when I required a refund due to Coronavirus.
I will be using this website in future.

Refunded within minutes! Impressive.

Very happy with the response to the COVID-19 situation and the willingness to provide refunds including developing a self service method to process the refund.

I’ve used train genius for quite some time booking my train tickets to London or Birmingham and i genuinely wouldn’t use anyone else, I stumbled across this site by accident and couldn’t believe the price of 1st class. The customer service for refunds during COVID-19 has been smooth and fully communicated within a day. I highly recommend Train genius and I will continue to be a loyal customer.

Quite amazed how simple the refund was and the speed you dealt with it.

Booked to visit London, first class tickets bought, great price. Then the Covid-19 situation changed everything for all of us and I contacted Traingenius to ask what our options were. I got an immediate reply which was very useful. We were allowed to cancel our journey with a full refund and this was processed swiftly and with a great standard of customer service. Simply can't fault the service I received from booking initially, to realising that we would have to cancel, to being called to arrange our refund. I work in the travel business and I know how hard it is at the moment to help all of our customers, but Traingenius have been superb. Hightly, highly recommended - thanks you!

The team were extremely helpful given the current pandemic and level of work they must be dealing with. Thank you.

Very pleased with the customer service I received from this company - my query was dealt with promptly and in a friendly manner.

I got a full refund on my tickets booked for a conference on 13th March, cancelled by organisers at short notice due to Covid 19. Some delay but completely understandable considering the circumstances. Will use again.

I have been so impressed with the communication and support extended to me from this company. I would without hesitation recommend them and will certainly be booking with them again. Thank you so much.

Booked London to Liverpool tickets but inadvertently came in contact with someone who tested positive for Covid-19 so couldn’t use tickets. Despite the highly unusual situation and the fact that hundreds of other companies are being helpful in this regard and refunding customers like me who are in self-isolation, this company refuses to refund my ticket. Unreasonable and inconsiderate company who will never have my business ever again!

I booked tickets to Birmingham and upgraded to a First Class ticket. Train Genius did not send the confirmation email so I looked up their contact information to call. The contact page says this: "If you are have any questions about trains, tickets or an existing booking, or would like to buy over the telephone, please call 03301 289 227*. ...

*Calls from within the UK, or from UK mobiles, are charged at the standard geographic rate (the same as calling an 01 or 02 number)."

However, after getting through the automated telephone system, a man answers and speaks his script including the revelation that "calls cost £1.30 per minute"... I asked him to repeat how much the call was costing me and he said £1.30 per minute.

I have written an email to the company as now I have no record of my booking confirmation or details to collect my ticket at the station, only a record of payment.

I do not recommend this company.

My daughter used traingenius, easily booked tickets with no problem. Ran into a slight issue when she had to change a day but it was quickly sorted and a refund issued
Thanks to those that rang and emailed. Would use again

Worst company I have ever dealt with. Customer service appalling. Will not refund money owed

Very poor experience. Booked two tickets - erroneously booked an incorrect return date. On calling process to get a refund after deposit kept on changing on each request. Back to train websites or trainline.com - felt chaotic and unhelpful in the extreme