Our customer service team will always do their best to resolve any issues you may have when using Trainline, whether you’re booking on our website or in the app.
Previously, customers in the EU could submit complaints through the European Commission’s Online Dispute Resolution (ODR) platform. However, this service is no longer available — the ODR platform was permanently closed on 20 July 2025.
If you’re unhappy with how your query has been handled, you may still be able to use your country’s Alternative Dispute Resolution (ADR) services.
Availability depends on your country of residence and the operator you’re travelling with.