Our customer service team will always endeavour to resolve any queries you may have when using our booking service, whether through our website or app.


Previously, customers based in the EU could escalate complaints through the European Commission's Online Dispute Resolution (ODR) platform. However, please note that the ODR platform is no longer operational and was officially closed on 20 July 2025.


If you are unhappy with how we have dealt with your query, you may still be able to seek alternative dispute resolution through national ADR (Alternative Dispute Resolution) bodies, depending on your country of residence and the operator you are booked to travel with.


For more information on your options, please contact our customer service team by emailing odr@info.thetrainline.com, and we will be happy to advise you.