I had an excellent experience with them. They managed to save me a significant amount of money compared to other options, which was already a great start. What really stood out, though, was their... See more
Company replied
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Excellent first experience using TrainSplit. Choices and prices with the associated train changes were clearly presented. I loved the clearly laid out itinerary which was really useful. I ended u... See more
Company replied
Booked a return ticket from Newport South Wales to Basildon Essex - which consisted of multiple changes per journey. I was running late for my outbound journey due to work commitments. Although... See more
Company replied
Excellent customer service from TrainSplit. Quick and responsive. I emailed them to find out the best way to sort out our booking when we had to change plans following an accident. Joe replied and a... See more
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Company details
Written by the company
Trainsplit.com is dedicated to saving you money on train tickets. By simply splitting your train journey across two or more train tickets, you can save money on your next trip. Thousands of people are now enjoying affordable train travel thanks to TrainSplit.
Contact info
Raileasy, 10 Station Parade, E11 1QF, London, United Kingdom
- customer.support@trainsplit.com
- trainsplit.com
4.7
Excellent
990 reviews
Replied to 92% of negative reviews
Typically replies within 24 hours
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I didn’t use trainsplit as a customer…
I didn’t use trainsplit as a customer but as someone who had unfortunately been a victim of fraud when someone else had used my card to pay for tickets with them. They were most helpful in giving their support and asmuch information about the transactions as they were legally able to, so that my bank would recover the money that had been stolen from me. Without the input from trainsplit customer services try bank were just going to right the claim off as someone has cleverly used my device to access my details and purchase the tickets. So trainsplit were so helpful and saved me losing money that I had not spent and were much kinder and supportive making the situation less distressing.
July 18, 2025
Unprompted review
Reply from Trainsplit
We're very happy to learn of your positive experience with us in what was a frustrating situation. Thank you for your 5* review! ~ Jonathan
Easily the best UK rail ticketing option
Used TrainSplit for a few years and very impressed by them.
Pros: The best Split options / algorithm for 99% of journeys, and always better than Trainline.
Seatmaps! They provide airline-style seat selection maps even for services where the TOC app / website doesn't offer them - eg GWR!
Android App - nicely laid out, simple to use and regularly improved, with useful Release Notes on each update.
Support - speedy, informed answers from real UK humans.
e-Ticketing - better e-Ticket sharing options than any other site I've used, where it's easy to forward Google / Apple Wallet links to other pax for their tickets. And they deliver e-Tickets, not M-Tickets on Scotrail so no annoying "activate on the day" hoops to jump through.
Cons: All pax for a journey need the same Railcard type. Other apps / sites allow a combination of different (or no) Railcards. You can always book as multiple journeys, but this makes seat selection a faff - or a lottery if no seatmap for that sector.
Their savings percentage / amount take is a bit hidden. You can find it and it's not unreasonable given the general excellence of the operation, but better were it a bit more visible.
UPDATE.. Thinking some more about inability to use different Railcards for multiple passengers on a journey, can see that this could make route / split calculation either suboptimal or impossibly complex given the different validity conditions (start times etc.) for each card type. So current approach, which gives the route / split / fare options for a given (or no) Railcard probably the best compromise.
July 17, 2025
Unprompted review
Reply from Trainsplit
We're really pleased to learn of your experiences and feedback with us, and are grateful for your 5* review.
With regard to your comments about multiple railcards on one booking, I’m sorry for the frustration.
At the moment, the journey planner we use doesn’t support adding more than one railcard per search when looking for split ticket options. It’s a frustrating limitation, and one we know affects quite a few people. Our suppliers are aware and working on a fix, but we don’t have a timeline just yet.
In the meantime as a workaround, if you have separate railcards then you must add the journeys into the basket separately and checkout under a single transaction. This can currently only be done via our website.
On seating: you can use the seat selector during checkout to make sure everyone’s sitting together. We'd just like to give a heads-up that it’s only available at the time of booking and can’t be changed afterwards.
Thank you once again for your feedback - it's very much appreciated. ~ Jonathan
Super quick reply to my query
I raised a query by e-mail and had the answer in 8 minutes! Can’t ask for more than that.
August 1, 2025
Unprompted review
Reply from Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Do not trust trainsplit
Do not trust trainsplit
Good prices but when you want refund they will rip you off by making out take photos prescription and medical evidence and then denied refund
They will treat you like garbish
July 31, 2025
Unprompted review
Reply from Trainsplit
Hi Ryan,
Thank you for your review. We’re sorry you feel this way, but it’s important we respond with the facts for the benefit of others reading.
You booked a non-refundable Advance ticket and later requested a refund on medical grounds. As clearly explained multiple times, our policy, which is standard across the rail industry, allows for medical refunds only when supported by a note from a medical professional confirming that you were unfit to travel on the date of travel, and that this was determined after the booking was made.
This is not an unusual or unreasonable requirement. It ensures that requests are treated fairly and consistently, and prevents misuse of the process. Unfortunately, despite several opportunities, this required documentation has not been provided.
We take all customer concerns seriously, but threats of bad reviews or chargebacks are not a valid substitute for evidence. We will fully respond to any dispute raised with your bank and provide all relevant documentation, including the correspondence and our clearly stated policy.
We do not allow our policies to be bypassed through pressure or threats, they exist to ensure fairness for all.
If you are able to supply the appropriate medical note, we’re still happy to reconsider your claim.
The Trainsplit Team
Full refund issued after wrong ticket purchased
I purchased the wrong ticket through the Realtimetrains website, however having contacted customer support, I was issued with with a full refund for the ticket. Jonathan informed me of the "same day void" refund process - wherein bookings can be refunded after 1hr of purchase or before the departure of the first train on the booking.
Thank you to Johnathan and The TrainSplit Customer Support Team for their amazing rapid assistance and excellent customer service.
July 30, 2025
Unprompted review
Reply from Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
Prompt response to ticket amendment
I had to amend my ticket and the process was made easy by the prompt response to my email (and there was only a £5 charge)
July 29, 2025
Unprompted review
Reply from Trainsplit
Thank you so much for taking the time to leave a 5-star review! We're thrilled to hear that you had a great experience. ~Tony
Lacks transparency re their extra fees
Once upon a time the Trainsplit app used to clearly show the face value of each ticket of a split-ticketed journey and also show any "share of savings" fee that might apply. They subsequently took a business decision to remove details of the tickets face values and hide the "share of savings" fee behind a tiny icon on the payment screen.
That said, the Trainsplit app is probably the best at finding split fares and should be the number one choice for anyone who can't be bothered looking for the splits themselves and don't mind paying the additional fee.
July 29, 2025
Unprompted review
Reply from Trainsplit
Hi Vincent,
Thank you for your honest feedback and for acknowledging that Trainsplit is one of the best tools for finding split fares. We really appreciate that.
You’re absolutely right that we used to show the face value of every individual ticket and list the “share of savings” fee more prominently. Over time, we found that most people just wanted to know whether they were saving money overall, so we streamlined the experience. That said, we definitely haven’t removed the information altogether. Tapping the small “i” icon next to the savings summary shows exactly how your split fare compares with the standard fare, including any fee. It’s there for transparency, just in a cleaner format.
The fee you mentioned helps keep Trainsplit running. We’re a small, family-owned business, not a big rail company, and that small percentage helps us keep delivering savings that the rail companies don’t advertise. In fact, even with our fee included, your fare was still cheaper than the direct fare at the time of booking.
We totally get that some people want to see every line item, and we respect that. But when someone uses our system to find the split and then books elsewhere, it makes it harder for small businesses like ours to keep going. Supporting Trainsplit means supporting innovation in rail travel and keeping those savings available for everyone.
Thanks again for using Trainsplit and for sharing your thoughts. We’re always looking for ways to improve while staying true to what we do best-helping people travel for less.
The Trainsplit Team
I mistakenly booked the wrong trains
I mistakenly booked the wrong trains, and as I realised within an hour I was able to be given a prompt refund.
Great customer service
July 28, 2025
Unprompted review
Reply from Trainsplit
Your positive feedback is music to our ears! Thank you for taking the time to leave a 5-star review. ~Tony
Train-split
Threatening to cancel my tickets that weren’t even related to the dispute I opened and then threatened to get me investigated for fraud, absolutely disgusting black mail from this company all because I wanted delay repay from my train being delayed.
July 27, 2025
Unprompted review
Reply from Trainsplit
Hi Storm,
This review relates to a case from October last year, which was fully investigated and resolved at the time.
To clarify the facts: your journey was delayed, and you were correctly advised to claim Delay Repay directly with the train operator, as TrainSplit does not process delay compensation. A refund was only applicable to the unused portion of your ticket and was explained clearly throughout the correspondence.
You later chose to open a chargeback with your bank. While a chargeback is open, we are unable to issue refunds or continue servicing bookings on the same account until it is resolved. This includes the possibility of cancelling future tickets if the dispute is not withdrawn. This is a risk-control measure, not a punitive action, and is explained during the dispute process.
The chargeback was ultimately upheld in your favour by your bank, meaning you received the funds back via your card provider, despite having used the tickets. As a result, no further refund or compensation was due, and the matter was closed at that point.
We’re therefore unclear why this review has been edited months later, after the case was concluded and funds were recovered through the bank process.
As the dispute has been resolved and the funds returned, we will not be discussing this matter further.
— TrainSplit
Saves money and more routes
Saves money, gives more routes than Train Line and just had fantastic out of hours customer support for a cancelled train in the morning. Bravo Trainsplit!
July 24, 2025
Unprompted review
Reply from Trainsplit
Your kind words have made our day. Thank you for your 5* review and for choosing us! ~ Jonathan
Very quick and helpful customer service!
The customer service helped me with my problem in a very understanding way and very quickly, I recommend them!
July 23, 2025
Unprompted review
Reply from Trainsplit
We're absolutely delighted to hear that you had such a fantastic experience with us. Thank you for your positive feedback and 5* review! ~ Jonathan
Very let down by customer support
EDIT:
The reply below just proves my point. The company could have treated the case on its own merits from the first time I wrote to them. I understand well the need for Company Policy - I've run my own. But this also needs to be balanced with a human touch.
You say
"That said, while we appreciate the desire for flexibility, we must adhere strictly to our policies to ensure fairness and consistency for all customers."
In reality, there is no 'must' - it is a choice. Other companies I've dealt with have been able to do just that based on the merits of the case at hand.
You classed this case as 'ticket no longer needed'. In reality it was booked in error. Perhaps you need a new policy that covers this - one that allows you to assess it on a case by case basis. That would ensure fairness.
Saying any of this, or my original review -which simply relates what happened - does not constitute "undue pressure". I accept that you're not going to refund the admin fee. It's my right to express disappointment in your treatment of this case.
ORIGINAL POST:
When arriving at the station I only realised then that I'd bought a ticket for the wrong day - about a week later.
I rebooked again using trainsplit for that day and wrote to customer support requesting a refund for the original ticket.
The short of it - customer support refused to waive the 'admin fee' - in this case over half the value of the ticket (£4.50 from an £8.10 ticket) as 'it's the customer's responsibility to select the right day'.
It was a completely honest mistake and, especially having rebooked with them for exactly the same value, I asked to be treated with human consideration.
Today I booked with another company.
July 18, 2025
Unprompted review
Reply from Trainsplit
Update:
Thank you for updating your review. We’ve carefully reviewed your case and can confirm there has been no error on our part. The administration fee is clearly stated on the refund form you used and is an industry standard. For tickets under £10, such as your £8.10 fare, we offer a sliding scale refund, so it’s never more than half the ticket value, contrary to your claim. This is not a matter of poor customer service; it’s simply us following a fair and transparent policy. If you’re unhappy with this, you’re free to book elsewhere. Our team will not tolerate being unduly pressured over decisions made fairly and consistently.
Original reply:
Hi Michael,
We’re sorry to hear you’re disappointed, but we’d like to clarify a few things to provide full context.
As noted in section 7 of our terms and conditions (agreed at booking) all refunds are subject to an administration fee of up to £5, based on ticket value. This is consistently applied to ensure fairness for all customers.
There is a one-hour grace period for full refunds, but your request was unfortunately outside this window, and we have no record of any earlier submission.
We completely understand it was an honest mistake, and we genuinely appreciate that you rebooked with us for the correct day. That said, while we appreciate the desire for flexibility, we must adhere strictly to our policies to ensure fairness and consistency for all customers. As a retailer, the administration fee is non-refundable to us, so repeated requests or feedback cannot alter this position. Applying these rules evenly is essential to treat everyone fairly.
We recognise it’s frustrating when things don’t go your way, but these policies are in place to protect both our business and our customers alike.
We’re sorry we couldn’t accommodate your request on this occasion. We hope you find a platform that better suits your preferences, and we wish you all the best with your future travel plans.
Excellent hassle-free speedy service
July 16, 2025
Unprompted review
Reply from Trainsplit
We're over the moon to hear that you gave us a 5-star rating! Thank you for choosing us. ~Tony
Very responsive to emails
Great value and great customer service when I needed help with refunds. Website provided clear instructions, emails were answered within hours and refund processed same day. Nice to liaise with a human!
July 15, 2025
Unprompted review
Reply from Trainsplit
We're delighted to see that you had a fantastic experience with us. Thank you for your 5-star review. ~Tony
I explained the reason for my request…
I explained the reason for my request for a refund. Having provided all the details and numbers of the transaction, I received the full refund for my journeys, with no problems whatsoever. I have always used this company for booking my rail journeys. I have always found them very fair and transactions are done quickly.
Thank you very much.
July 13, 2025
Unprompted review
Reply from Trainsplit
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Tony
Please do not use
Please do not use
The trains were cancelled they didn’t even notify me before. I have tried over 15 times now to get a refund and they keep making up silly excuses not to give me my money back. It is not worth the stress of saving a few pennies. Terrible customer service.
Update: please provide me a secure email address to send my response to and I will provide the details.
July 1, 2025
Unprompted review
Reply from Trainsplit
Hi there,
We’re sorry to hear about your experience. We’ve requested further details so we can look into what went wrong, whether that’s around communication or how your refund request was handled.
For train cancellations, if your tickets were printed, our standard process does require all tickets to be returned before a refund can be issued. In such cases, our team would have sent you step-by-step instructions to guide you through the process. If you’ve followed these steps and provided everything needed, there should be no reason for your refund to be delayed, unless either the tickets were missing, or you were unwilling to cooperate with the process.
We’re happy to investigate and check whether the necessary information was requested and responded to. All communication threads are retained for this reason, and we’re keen to ensure things are set right.
Please provide your name, email address, or booking reference so we can look into this properly.
Best regards,
The Raileasy Team
UPDATE: Please email us on customer.support@trainsplit.com, and we will investigate this further.
Good customer service. Quick response and very helpful
This was the first time I used Trainsplit. Booking was very easy and straightforward and e-tickets can be downloaded as pdf or added to Google or Apple wallet.
Had small issue which I queried and which was resolved swiftly. Will use Trainsplit again.
July 10, 2025
Unprompted review
Reply from Trainsplit
We're delighted to hear that you had such a fantastic experience with us regarding the issue you experienced. Thank you so much for your 5* review, for choosing us, and for your positive feedback! ~ Jonathan
Excellent customer service
Easy to find and book the tickets you want.
More importantly, if things don't give to plan, you can get a quick, helpful response from a real person.
July 7, 2025
Unprompted review
Reply from Trainsplit
We're absolutely delighted to learn of your experiences with us. Thank you so much for your 5* review! ~ Jonathan
Reply from Trainsplit
It's always a delight to see feedback like this. Thank you so much for your 5* review! ~ Jonathan
Excellent customer service
July 7, 2025
Unprompted review
Reply from Trainsplit
Your kind words have made our day. Thank you for your 5* review and for choosing us. ~ Jonathan
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