Trainline misleads customers with false ticket pricing claim
- Trainline adds up to 4% fee on ticket purchases, affecting one-third of transactions.
- Many train operators and retailers do not charge booking fees, keeping prices lower.
- Consumers are urged to book directly through operators to avoid Trainline's additional fees.
In the UK, a recent investigation uncovered that Trainline, a leading rail ticket retailer, charges additional fees on approximately one-third of its transactions, despite its advertising claims suggesting otherwise. Customers purchasing tickets through Trainline often pay more than they would directly through train operators, as these operators do not impose booking fees and maintain consistent face value pricing. This discrepancy has led consumers to question the veracity of Trainline's marketing strategies. The investigation, conducted by The Independent, specifically examined a ticket purchase made for a London to Leeds route on February 24, 2025. This revealed that Trainline charged £2.79 more than the state-run LNER rail service, equating to an additional 4% fee. Although customers can claim a refund for the difference, experts argue that it would be far simpler for travelers to book tickets directly through LNER or other providers to avoid unnecessary fees. Moreover, while Trainline features a SplitSave tool designed to help customers save by navigating the complex UK fares system, alternatives such as the ScotRail system provide the same functionalities without the extra charges. This raises further concerns about Trainline's pricing legitimacy, as many other ticket retailers offer free booking options, allowing travelers to save money by avoiding Trainline's extra fees. Sakshi Anand, the UK general manager for Trainline, defended the company's practices, asserting its position as the most favored rail travel app among its 12 million users, while also highlighting that nearly 70% of transactions do not incur fees. However, she admitted the existence of certain limited-distribution fares offered exclusively by train operators, which Trainline might be unable to sell. This scenario begs the question of whether consumers are receiving honest representations when it comes to pricing in the competitive ticketing industry, ultimately pushing for greater transparency.