Information about our services and Search Ranking Information

Trainline offers a comparison service for trains, coach and bus services and organizes them in the following way:

By default, we organize the search results according to departure time, and the fastest available journeys with the smallest number of changes (which includes all direct services of comparable duration).  We highlight the cheapest within these results).

Our results are organized to highlight the ones we consider to be the most relevant based on the criteria highlighted above and show the cheapest price within those results.

As explained above, we retail tickets on behalf of operators under contracts with those operators. Trainline enters into a contract with each operator. However, operators do not pay to have their journeys listed on our booking service (Trainline receives a commission if a ticket is sold), nor can operators pay to influence the ranking of their journeys.

Our search results list all journeys (train, coach and bus) that match your search. We retrieve up-to-date timetables and ticket prices from our operators.

We accept payments in any of the following ways:

GBP (£)

• Card payments (Visa, Mastercard, American Express, Diners Club, Maestro)
• PayPal
• Apple Pay
• Google Pay

Euros (€)

• Card payments (Visa, Mastercard, American Express, Maestro)
• PayPal
• Apple Pay
• Google Pay
• Sofort (in Germany)
• Ideal (in the Netherlands)

US Dollar ($) / Australian Dollar (A$) / Canadian Dollar (C$) / Swiss Franc (CHF) / Swedish Krone (SEK) / Danish Krone (DKK) / Norwegian Krone (NOK) / Japanese Yen (JPY)

• Card payments (Visa, Mastercard, Maestro, except for JPY, American Express)
• PayPal (except for NOK, JPY and DKK at this stage)
• Apple Pay
• Google Pay

We do not accept payment by cash or cheques in any currency.

Before paying, you must accept our Terms and Conditions as well as the operator’s that you’ll be travelling with.

Your order will only be complete when we’ve sent you a confirmation by email and after the full price has been paid. We have the right to cancel or refuse your current order if you’ve not paid for a previous booking in full.

Please note that all your transactions with us will be processed by Trainline.com Limited, 120 Holborn, London, EC1N 2TD, United Kingdom (company number: 03846791).

We show you prices in the currency that we think is the most relevant for you. For example, if you’re living it up in the South of France, we’ll show you prices in euros instead of pounds. Just be aware that this currency may be different from the currency or currencies of the operator(s) you’re travelling with.

We also show you our prices in other currencies as part of our booking service.

Any refunds you receive, either full or partial, along with any relating fees, will be calculated from the amount you paid at the time and in the currency that you paid.

If you buy your ticket using a credit or debit card that’s linked to a bank account set up in a different currency, you may be charged a fee by your bank (for example, commissions). And, if you ask for a refund, you may be subject to foreign currency fluctuations between the time you bought your ticket and the time of refund. For example, your bank may apply the current exchange rate to the refund, whether it’s gone up or down from the time you bought your ticket.

Please have a look at our FAQ page for more information

Ticket prices are determined by the operators.

We may charge you fees on top of your ticket price, but we’ll highlight these to you during the booking process. These fees go towards improving our products and services, so you can keep enjoying hassle-free travel by rail and coach. We keep a close eye on our fees to make sure we're always putting your money to the best use, as well as giving you the best value.

Whether booking fees apply depends on your chosen journey, ticket price, when you are booking and whether you book on our website or on our app.

Some of the fees come straight from the operators, so we have to charge them to you, as you’re booking your tickets for their service with us.

We do not charge delivery fees for digital tickets. We do charge delivery fees for any tickets sent to you in the post and we may charge a fee for tickets collected at the station.

• Cancellation due to the following reasons:
• injury or illness; or
• summoned as a member of jury service, or witness in a court of law; or 
• being made redundant; or 
• being called up as a member of the armed forces 
• your home becoming uninhabitable or requiring immediate repair following fire, storm or flood 
• your presence being required by the emergency services
• Missed departure due to the following reasons: 
• failure in public transport due to strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident; or
• your motor vehicle being involved in an accident or breaking down; or
• delay due to traffic or road closures.
• Additional costs reasonably incurred to get you to your final destination due to a missed connection for the following reasons:
• failure in public transport due to strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident
• Alternative travel arrangements for overnight accommodation if you are unable to complete your journey due to:
• strike or industrial action, adverse weather conditions, mechanical failure or direct involvement in accident.
• Accidental damage to or loss or theft of personal effects (not including gadgets), personal money or travel documents. 

Details of policy limits, conditions and exclusions can be found in the policy wording and IPID e-mailed to you as part of the insurance policy purchase. 

As part of the claims process ERGO will ask for some documentation to assist their claim handlers review the claim. To find information on what documentation may be requested please click here. This list is not exhaustive and ERGO may ask for additional documentation. 

For policies with a policy number beginning with ERG the insurance is underwritten by ERGO Travel Insurance Services Ltd. For all other policy numbers the insurance is underwritten by ETI- International Travel Protection. 

You may be able to cancel or amend your ticket through Trainline if you are unable to travel for a reason not covered by the insurance policy. Please click here to see if you can amend or cancel the train ticket through Trainline. 

If the policy does not meet your requirements, you may cancel it within 14 days of issue provided you have not started a trip, made or intend to make a claim. We will cancel the policy and refund your premium in full. The right to cancel during a cooling-off period does not apply to a policy that last less than a month. To cancel your policy, you can contact us. 

Before making a claim, please check with Trainline whether the ticket can be amended or cancelled. 

To make a claim please contact ERGO, you'll need your policy number so please make sure you have this handy before getting in touch. You'll find it in the policy document attached to the email you received from ‘Trainline - Travel Insurance’.

The easiest way to make a claim is online. In the policy confirmation email from ‘Trainline – Travel Insurance’ there is a link to the online claims journey. Alternatively, you can click here or call +44 (0) 1403 286 536 (Monday – Friday 09:00 – 17:00) or download a claim form from ERGO website by clicking here. 

As part of the claims process ERGO will ask for some documentation to assist their claim handlers review the claim. To find information on what documentation may be requested please click here. This list is not exhaustive and ERGO may ask for additional documentation. 

Trainline.com Limited is an Appointed Representative of Insurance Administration Services Limited who is authorised and regulated by the Financial Conduct Authority under Financial Conduct Authority Register reference 307309. This can be checked on the financial services register held on the Financial Conduct Authority’s website (www.fca.org.uk).

Call +44 (0) 1403 286 536 (Monday – Friday 09:00 – 17:00)