Easy to navigate on website. There was an incident on the railway, all trains cancelled. Sent in a customer support email. Email from Raileasy advising me that refund authorised. Excellent service
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Leia as opiniões dos outros
I had booked advance tickets Carlisle to Glasgow for 19th August but then after two weeks decided we wanted to go a day earlier so we wouldn't need to rush to get to airport. I wasn't expecting a r... Ver mais
I accidentally booked duplicate tickets and also i was not able to go on the days i booked and the team(pam) was very helpful in sorting out and also suggested the advice which suits me
Great value and exceptional service. Really clear information given about a split ticket journey which helped my anxiety no end! I had to change the return journey and customer services could not h... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
Book UK Rail Fares Online with raileasy.co.uk, The UK's Online Train Ticket Retailer. Book Online and Compare the best available prices for your journey with all of the UK's train operating companies to ensure you get the best available tickets for your journey.
Informações de contacto
10 Station Parade, E11 1QF, London, Reino Unido
- customer.support@raileasy.co.uk
- www.raileasy.co.uk
4,8
Excelente
5 mil opiniões
Sem histórico recente de solicitação de opiniões
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Respondeu a 100% das suas opiniões negativas
Geralmente responde em 48 horas
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Excellent customer service!
We booked train tickets with this company to go to London for a cricket match, unfortunately there was a mix up with the tickets for the game so needed to change the train tickets. They were not changeable but we were able to get a 75% refund and rebook for the right day. It was a very smooth and speedy transaction. Raileasy lived up to its name!
1 de agosto de 2023
Opinião espontânea
Resposta da Raileasy
Your review is much appreciated! -Pam
Worth a use
Company always works out bit cheaper than the other rail companies so always work a look. Had to utilise customer services recently - Pam was quick, efficient and friendly. Thanks RailEasy
31 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Thank you for your kind words! -Pam
Pam in customer services is awesome.
Pam in customer services is amazing. Very helpful. It's the second time Pam's had to give some assistance with our tickets. A real asset to Raileasy. First class customer services. Great ticket prices.
31 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Thanks for sharing your positive experience! -Pam
Efficient handling of ticket refund request
We needed to ask for a refund on part of our recent journey back from Scotland due to industrial action. I was able to ask for the refund in a simple e mail attaching a scan of the unused tickets, and the refund was paid within one day.
28 de julho de 2023
Opinião espontânea
Resposta da Raileasy
We're grateful for your feedback! -Pam
I needed 3 bookings for one journey
I needed 3 bookings for one journey - one of those my error and one unavoidable after I was delayed going for the train. I received partial refunds for two of these, even though I did not enquire about a refund until 1 week later and both of the refunds included advance tickets. Brilliant!
18 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Thank you so much for taking the time to leave such a glowing review! We're thrilled to hear that you had a fantastic experience with us and appreciate your support. ~Pam
Excellent and really speedy service…
Excellent and really speedy service when I needed to change my ticket and also to reallocate two seats so they are next to each other, under slightly complicated circumstances.
19 de julho de 2023
Opinião espontânea
Resposta da Raileasy
We're over the moon to hear that you had a 5-star experience with us! Your feedback means the world to us and we're so glad that we could provide the service you needed. ~Pam
prompt refund of ticket bought for a strike day
My request for a refund was dealt with very promptly (more quickly than I expected) and without any quibble. Thank you.
18 de julho de 2023
Opinião espontânea
Resposta da Raileasy
We're delighted to hear that your experience with us was top-notch! Your 5-star rating is a real boost and we appreciate your kind words. ~Pam
Pam was amazing!
17 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Thank you for your fantastic 5-star review! We're so proud to have provided the level of service you needed and we're grateful for your support. ~Pam
very fast service
7 de julho de 2023
Opinião espontânea
Resposta da Raileasy
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. ~Pam
Raileasy to the rescue
I got into a real muddle and ended up buying duplicate tickets. IT incompetence!
Raileasy sorted everything out with no fuss. A big thank you to them.
6 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Your 5-star feedback is music to our ears and we're thrilled to hear that you had such a positive experience with us. Thank you for taking the time to leave your thoughts and for your support. ~Pam
Email answered very quickly
Email answered very quickly. Refund requested because of rail strike on the day I needed to travel. Refund done. Website is good too. Thanks to Pam
3 de julho de 2023
Opinião espontânea
Resposta da Raileasy
Thank you for taking the time to leave a review, it means a lot to us. ~Pam
I am a very unhappy customer
I am a very unhappy customer. On the 30th of June I tried purchasing a ticket from Bristol to Aberystwyth. On the screen it kept on telling me "Sorry there is a problem completing your booking. Your card has not been charged and your tickets have not been booked" I tried this 5 times.
When I checked my bank account I had been charged £51.28 five times. In total I am missing £256.40. Why am I being charged so much for a failure to buy a ticket five times? I am also very disappointed that your company doesn't offer dyslexia support.
I also was not offered any reason as to why it might take up to 28 days to get a refund. I was told over the phone that it was just the way it is. Please give me my refund asap! I have bills to pay and now facing homelessness because I can't pay my rent and bills because of this company.
30 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Dear Mr. Kram,
I apologise for the £51.28 charges that you have encountered on five separate occasions. I have checked our gateway system and can confirm that all five transactions have been fully refunded immediately upon payment capture. You should expect the funds to reflect in your available balance within a few working days.
To ensure complete transparency, I am more than happy to provide you with a screenshot of the five refunds, clearly demonstrating that they were processed as soon as the payments were captured. Please do not hesitate to email us at customer.support@raileasy.co.uk, and we will gladly send over the necessary evidence.
Please be aware that our refund process does not take 28 days. We are committed to resolving payment issues promptly and ensuring customer satisfaction. We appreciate your understanding and cooperation in this matter.
If you have any further questions or require any additional assistance, please feel free to contact us via email.
Thank you for bringing this matter to our attention, and once again, I apologise for any inconvenience caused.
Kind regards,
Pam
Excellent Customer Service
Customer Services were excellent in sorting out a booking problem. The response was very prompt and efficient.
27 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Thank you for your 5 star review! Your feedback is important to us and we appreciate you sharing it. - Pam
Card Payment snafu solved promptly
I really was anxious about losing the ticket that I frantically called via roaming from Guernsey, on a Sunday after sending messages on Facebook and Twitter and emails too bad i don't have enough call credit and for some reason I don't even know why my booking was not showing up on the screen of the customer service I called and my credit exhausted. In the end I guess I should have been patient and waited till Monday as the social media handles and email promptly responded and attended to my snafu with my card payment. Great service. I'm hoping it could be extended to weekends for especially for those who might have urgent issues then. Keep up the good work 👍🏾
26 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Your feedback is important to us and we thank you for sharing it - Pam
Rip off
Rip off, they sale tickets that states refundable, but once you actually apply for a refund they take so much fees and trying to explain excuses that you are left with no refund after all… this way of treating customers should be illegal if it is not, but maybe they just do not care.
18 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Hi Anett,
We have thoroughly reviewed your correspondence and would like to provide a detailed explanation of how the refund was calculated for your booking. It's important to note that when dealing with a refund request on two-part (Off Peak) return fare, the refund calculation is not as straightforward as halving the value of the ticket. We have already explained this in our email to you, which included relevant links for your reference.
After deducting a single equivalent fare and applying the administrative fee, the refund amount for the return portion of your fare (RTN coupon) is £12.40. Please understand that these refund calculations are based on industry-wide rules and regulations. We do not have control over fare pricing, as it is determined by the authorities. It's worth mentioning that the price difference between a single and return ticket can vary significantly, and a return fare is not always double the price of a single fare.
We understand that the refund amount may not align with your own calculations, but it is important to emphasise that we strictly follow the industry guidelines in these matters. Additionally, the refund process and terms are clearly outlined in our pre-agreed Terms & Conditions, which can be found here: https://www.raileasy.co.uk/refunds-and-amendments/?/
We hope this clarifies the points we previously discussed via email. If you remain dissatisfied with the terms of your ticket, you are welcome to share your concerns with the Rail Delivery Group (RDG) or the Department for Transport (DfT). We value your feedback and appreciate the opportunity to address your concerns.
So easy to use!
Raileasy is by far the easiest train ticket company to deal with. Their booking system is straight forward, decent prices and essy to navigate. But also any customer service issue (ie refunds and amendments) is never an issue. Website contains all information and the team respond quickly and efficiently. I'll continue to use them for all my journeys moving forward.
20 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Your positive experience means the world to us, thanks for sharing! ~Pam
Gave me a positive answer
17 de junho de 2023
Opinião espontânea
Resposta da Raileasy
We are glad that you had a lovely experience with us! Thanks for leaving a review! ~Pam
I had lost my tickets
I had lost my tickets and the email, i didnt have the reference and i contacted them about it wondering if i could get the tickets back and they were very quick to reply back with all the lost tickets, they were very wonderful and were very kind, since 2022 i have been using raileasy to buy tickets, and it is significantly cheaper than trainline or any other rail website, they even give you the option to receive it by email or to print at a train station, which isnt always the case with other cheap tickets, i 100% recommend this company
15 de junho de 2023
Opinião espontânea
Resposta da Raileasy
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. ~Pam
Impossible …
Impossible to email .States takes a few days & no one on duty at weekends!!!????
Sonorous ne travels at weekends then?!
............
Yes wholly understand now.Has now had a reply& thankyou.It was just the initial statement message that sounded so negative.understand now.thanku
15 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Updated response:
Hi Jan,
Thank you for your feedback on our recent interaction. We greatly appreciate your kind words and are delighted to hear that we were able to effectively address your queries.
As your positive experience seems to be reflected in your review, we kindly request that you consider adjusting your rating accordingly. Your rating holds significant value to us and serves as a testament to the quality of service we strive to deliver.
Thank you once again for choosing our services, and we look forward to assisting you in the future. If you have any further questions or concerns, please don't hesitate to reach out to us.
==
Hi Jan, we would like to provide clarification regarding the quoted statement, which is an automated response message. Our usual response time is faster than indicated in that message. Please note that our staff does not work on weekends, and if you have contacted us via email, we have already addressed your query, as there are no pending enquiries in the queue.
Please be informed that comprehensive information regarding amendments and cancellations can be found at the bottom of your email confirmation or on our website. If you still require assistance with rebooking or claiming a refund, we would be more than willing to assist you. To provide you with the necessary support, kindly include your booking reference so that we are able to locate your booking details. This will enable us to reach out to you promptly (if the query hasn't been resolved) and address your specific concerns.
Thank you.
Helpful Customer Service
I booked tickets to travel to York from London with my children and reserved our table seats. When I checked the numbers they appeared to have sat us apart. It turns out I had been looking at the wrong seating plan and mistook the table for a space between the tables. They got back to me and explained how we were seated and attached the correct seating plan. Tone of email was very professional. Also, booking the tickets was very straightforward, and collection was as well. I would definitely recommend.
9 de junho de 2023
Opinião espontânea
Resposta da Raileasy
Your kind words mean a lot to us. Thank you for leaving a 5-star review! ~Pam
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