Had accidentally clicked on the incorrect departure date. Was a little sceptical that I had to buy a second correct ticket before the first was refunded, but needn’t have worried. I did as instructed... もっと見る
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レビュアーのコメントを見てみましょう
I've had positive experiences booking on Railsmartr but was esp. pleased that having booked a train a few months in advance, they informed me it was cancelled, offered a refund and processed it within... もっと見る
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Booked an Advance single, then decided a number of days later that I wanted an earlier train on the same route. The exchange process is simply an email: book the replacement, send them both boo... もっと見る
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I have to cancelled my booking and can’t able to get refund in this case I asked for help and Sonia helped me a lot regarding the new bookings how to swap the tickets, till the process of refund she... もっと見る
企業が回答しました
企業情報
Railsmartr について
当該企業による記述
Be smarter.
Spend less on train travel with Railsmartr.
As an independent retailer of train tickets, we're on your side. We aim to find you the cheapest fares and we’ll never charge refund fees if you’re not able to travel.
Our mission is to always find you the cheapest fares. With the train fares structure being insanely complex, it’s a pretty difficult task. How do we do it? Our algorithm is set to find the cheapest fares, while some other retailers look for the fastest trains. So we can find you the cheapest tickets, even if it means some of the journeys we find take a little longer.
We’re committed to our ‘no extra charges policy’, so we never add any fees – not even for refunds. Why should you pay extra fees just to get your train tickets? Or because your plans change? Exactly!
Our team has been selling train tickets online since 2008, so we’re experts at what we do. We can help you find the best value train tickets, decide when it’s cheapest to travel and give you handy tips to make train travel easier. To make your journey even better, we’ve got some exciting additions coming soon, like our unique airline-style seat picker. So watch this space.
連絡先
83 Victoria Street, SW1H 0HW, London, 英国
- hello@railsmartr.co.uk
- railsmartr.co.uk
4.8
優良
172件のレビュー
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2nd time lucky - can recommend but purchase in advance incase customer service needed.
2nd UPDATE - Success! After very open and responsive email correspondence with Railsmartr over the last few days I have been informed of improvements made to their service and I agreed to try again. Last night I made a purchase while logged in to the Railsmartr website, received the confirmation emails and tickets within seconds and saw confirmation within my Railsmartr account. Journey successfully made today and with ticket easily added to apple wallet there was no trouble at the turnstiles. Refreshing to find a company committed to improving their service and as a result I would now happily use them again.
UPDATE - to give Credit to Railsmartr I did get an email from their customer service team around 6:30am this morning and I do believe they tried their best to resolve the problem for me. On this occasion I made other travel arrangements but I may consider trying Railsmartr again in future as I do believe they genuinely wanted to help and had no quibble offering a refund. I have made suggestions to improve the service and I hope this will help prevent problems for other customers.
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Beware - customer service only available Mon - Fri 9am - 5:30pm. If like me you place an order in the evening for the next day’s early morning travel and the ticket email doesn’t come through - you’re stuck! No customer service available, no automated help, no way to lookup booking reference to request a resend or check the email address, no text message confirmation, no prompt to register for an account and if you register afterward no previous purhases shown. After an evening constantly refreshing the inbox and checking spam folders with no ticket in sight I sorely wish I had paid the extra 50p or so booking fee for Trainline so I could get on with my journey tomorrow without a worry. Instead I will have to make other travel arrangements. It’s too risky to try railsmartr again and risk losing more money and the stress and hassle of potentially having to speak to my card provider about a chargeback to reclaim the lost funds for services not provided is something I could do without tomorrow. Maybe I have been unlucky but this service could definitely do with improvements for when things go wrong.
2025年4月9日
自発的なレビュー
Railsmartr からの回答
Update: Dear Sean, thank you for your update and for taking the time to revise your review. We truly appreciate your understanding and kind words, and thank you for considering using us again in the future. Also, thank you for taking the time to send us your suggestions.
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Dear Sean, thank you for your feedback, and we are truly sorry for the experience you had with your recent booking. We completely understand how stressful it can be when things don't go as expected, especially before travel. While our customer service hours are Monday to Friday, 9 am to 5:30 pm, we do monitor for urgent issues outside these times. In your case, we acted immediately to investigate the issue and process a full refund for your booking earlier this morning. For future reference, we offer the option to create an account where your tickets are stored. This would make it easier for you to access your tickets and booking details at any time. We truly appreciate your feedback, and please let us know if there’s anything else we can assist with or if you have any further concerns. Best regards, Sonia
Painless refund
Booked the cheapest fair possible. Then realised I was going to miss the train. Quick email to railsmrtr and the refund was sorted.
2025年3月29日
自発的なレビュー
Railsmartr からの回答
Dear Eoghan, thank you very much for taking the time to rate our service. We are glad we could assist with your refund quickly and that we were able to offer you a competitive fare. We understand travel plans can change unexpectedly and we are always here to assist you whenever you need. All the best, Sonia
Excellent Customer Service
Customer service at Railsmartr are brilliant - I made a wrong booking online and they sorted it for me immediately. I've used Railsmartr for many train journeys and they always offer the best price - and the best service too! It's my go-to website for train travel.
2025年2月25日
自発的なレビュー
Railsmartr からの回答
Dear Lynne, we truly value your feedback and appreciate you taking the time to write such a lovely review. We are delighted to hear that we were able to resolve your booking issue quickly and that your overall experience with Railsmartr has been positive. Offering great prices and good service is always our goal, and we are glad we have been able to meet your expectations. Your support means a lot to us, and we are pleased to be your go-to website for your train travel needs. Thank you again for choosing us, we look forward to serving you again soon. All the best, Sonia
Railsmart contacted me several times…
Railsmart contacted me several times over my inability to download my ticket at Topsham the machine is broken, I had to travel 5 miles to another station. Unfortunately railsmart cannot send tickets by email.
2025年2月17日
自発的なレビュー
Railsmartr からの回答
Thank you for your review and I'm so pleased you were able to collect your tickets. Regarding sending your tickets by email - I have good news here - on the majority of rail routes we're able to send your tickets via email as a PDF, Google Wallet or PK Pass for Apple Wallet. On the route you chose on this occasion eTickets are not available as you are travelling across London where eTicket scanners are not always offered at the gates yet. We hope this will change soon! Thanks again and for choosing Railsmartr. Best wishes, Anna
Excellent customer service!
I incorrectly booked tickets for the wrong date and contacted Railsmartr to see if I was able to get a refund. A member of staff called Sonia emailed me back soon after and was extremely helpful going through all the information and ultimately giving me a refund. Sonia went above and beyond and I will absolutely use railsmartr again and would recommend to my family and friends! Absolutely fantastic customer service- thank you 🤩
2025年2月3日
自発的なレビュー
Railsmartr からの回答
Hi Olivia, thank you so much for your kind words. We are really glad we could help, and it's great to hear that you had a positive experience with Railsmartr. It also means a lot that you mentioned me personally, we always strive to provide the best possible service, so knowing that you’d recommend us to family and friends is truly appreciated. We look forward to helping you with your future journeys. If you ever need assistance again, don’t hesitate to reach out. All the best, Sonia
Fantastic service and customer relations
Since starting to use Railsmartr, I have been very impressed with their service - particularly the Customer Service supplied by Sonia. They are responsive, helpful and reliable whenever I need to exchange and refund a ticket [which is often!] Their intention to remove booking fees and fees to change tickets is really admirable, in an environment where other providers seem to be looking to make extra profit any way they can. Thoroughly recommend as an alternative booking provider for your travel!
2024年11月19日
自発的なレビュー
Railsmartr からの回答
Dear Zoë, thank you so much for your kind words and thoughtful review. We’re thrilled to hear that you’ve been impressed with our service, and I truly appreciate the personal mention. Ensuring that our customers receive responsive, helpful, and reliable service is one of our top priorities, so it’s wonderful to know that we’ve met your expectations. We’re also delighted to know that you value our commitment to removing booking and ticket change fees. It’s feedback like yours that inspires us to keep innovating and improving our services to provide the best possible experience for our customers. Thank you for recommending us as an alternative booking provider—it truly means a lot to our team. We look forward to assisting you again in the future. All the best, Sonia
Railsmartr からの回答
Hello, thank you very much for your kind words. We're so glad to hear that you had a first-class experience and found everything quick and easy. We truly appreciate your feedback and look forward to assisting you again in the future. Thank you again. Kind regards, Sonia
First time using this service
First time using this service. Site easy to navigate,terms are good,clear and precise.
I wanted to make a slight change after booking,and the help given was superb.
Couldn’t be more pleased.
2024年10月16日
自発的なレビュー
Railsmartr からの回答
Dear Helen, thank you so much for your kind review and compliments. We're delighted to hear that you found our site easy to navigate and our terms clear and straightforward. We're especially glad that our team was able to assist you with your booking change. Your satisfaction means a lot to us, and we look forward to the opportunity to serve you again in the future. Kind regards, Sonia
Excellent customer service from railsmartr
I've used railsmartr for several years and it is the best rail ticket buying site. Particularly good is their customer service, who are always quick, efficient, and informative - as well as very nice - just as Sonia was today who dealt with my refund. They really stand out in a world of chatbots and AI. Keep up the great work!
2024年9月11日
自発的なレビュー
Railsmartr からの回答
Dear Mr Edmunds, thank you so much for your kind words and for being such a loyal customer. We’re truly humbled to hear that you have consistently had great experiences with us, and I’m glad I could assist you with your refund. We always aim to provide quick and efficient service, and your feedback truly means a lot to us. Thanks again for your trust and continued support. If there is anything else we can do to help, please don’t hesitate to let us know. All the best, Sonia
The best way to buy train tickets
Railsmartr provides train tickets with exceptional service. The website is intuitive and easy to use, and the customer service is 5*. I have recommended Railsmartr to many friends.
Sonia has always responded to my ticket change requests incredibly swiftly and with a friendly tone. I cannot fault Railsmartr.
I truly hope the company succeeds and continues to grow. Thank you Railsmartr, don’t change!
2024年8月30日
自発的なレビュー
Railsmartr からの回答
Hello Max, thank you so much for your kind review! We are thrilled to hear that you find our service exceptional and our website easy to use. It’s also lovely to know that you have recommended Railsmartr to your friends. I’m glad I could help with your ticket changes, and I really appreciate the mention. We truly appreciate your support and look forward to continuing to provide great service. Thanks again for being such a valued customer. All the best, Sonia
Very quick solution to self-created problem.
I'd misentered my email address, so I did not receive my tickets. I emailed them with the details I knew, and they, in my case Sonia, very quickly found my booking, corrected my email address and resent the tickets and confirmation.
It really felt like personal, not just the "corporate" service one might expect.
2024年4月18日
自発的なレビュー
Railsmartr からの回答
Hello, we really appreciate you taking the time to share your valuable feedback and for your kind words. We are delighted to hear that you had a positive experience with our customer service and felt genuinely cared for. If there is anything else we can do for you, please do not hesitate to reach out to us. All the best, Sonia
Excellent service
We have used Railsmartr for awhile and it has saved us money when we've ultimately had to change tickets (not only are there no exorbitant fees, there are no fees at all) but the folks working there have been some of the most helpful, nicest folks to interact with. But especially, really helpful even when you have queries that I'm sure they get asked all the time. Very appreciative of the Railsmartr team! Special props to Sonia who has dealt with my numerous changes and refund requests lately!
2024年4月12日
自発的なレビュー
Railsmartr からの回答
Dear Sarah, thank you so much for your lovely feedback and kind words. At our core, we are committed to ensuring that our valued customers secure the most affordable fares and never incur refund fees should your travel plans unexpectedly change. Your loyalty means the world to us, and it was a pleasure to be of assistance when needed. We look forward to assisting you again in the future. Thanks again. Warm regards, Sonia
Great service with simple refunds
Great service with simple refunds
I've been using Railsmartr for over a year and they are excellent. Their refund process is very easy to follow and they process claims quickly.
2024年3月18日
自発的なレビュー
Railsmartr からの回答
Hello, thank you very much for taking the time to rate our service and for being a valued repeat customer. We are delighted to hear that you found our refund process easy to use and that you are happy with the service provided. Thank you once again. If there's anything else we can assist you with, please don't hesitate to let us know. Wishing you all the best, Sonia
Excellent service
Fast response, helpful replies and offers to help. Excellent service all round, couldn’t be bettered.
2024年2月19日
自発的なレビュー
Railsmartr からの回答
Dear Peter, thanks so much for your kind feedback. Our team is dedicated to providing high-quality customer service, and it's gratifying to know that our efforts have made a positive impact. All the best, Sonia
Tickets
I had an issue and the company resolved it.I am really greatful for the time they spent doing so.I also received a nice e mail and would use the company again as i now have the information i need,so thank you so much
2024年1月12日
自発的なレビュー
Railsmartr からの回答
Dear Susan, we are so grateful for your kind words and 5-star rating. We are glad we managed to solve the issue and that you are happy with the service you received. It is also extremely rewarding to hear that you will book again with us in the future. Thank you again. All the best and take care, Sonia
Fast refund experience
Today I emailed the company asking for a refund as I can't travel on tickets booked for tomorrow, I sent the email requesting a refund at 10:09 and at 10:38 got an email saying the payment had been sent.
Seriously good customer service, taking minutes instead of days/weeks like some retailers do
2024年1月12日
自発的なレビュー
Railsmartr からの回答
Dear Ben, thank you so much for your lovely feedback and for your time in sharing your experience with us, which we really appreciate. We are glad to hear that you are happy with the customer service you received. Let us know if there is anything else we can do to help. Thanks again. All the best, Sonia
The go to site for train tickets in the UK
Railsmartr is my go to site for tickets in the UK.
Simple to use and very fair. If you need to make any changes they do so promptly and free of charge.
2023年12月12日
自発的なレビュー
Railsmartr からの回答
Hello, thank you very much for sharing your experience with us and for your positive feedback. We are glad to hear that you like to purchase tickets through Railsmartr and that we are able to meet your expectations. All the best, Sonia
Excellent customer service always
Excellent customer service always - prompt response, very helpful staff and amazing support with amending tickets. Thank you so much
2023年10月20日
自発的なレビュー
Railsmartr からの回答
Hello, thank you very much for being a loyal customer and for your positive feedback. We really appreciate your kind words and we look forward to assisting you again in the future. Thank you again. Kind regards, Sonia
Swift and easy purchase of train…
Swift and easy purchase of train tickets w zero booking fees. Had a query regarding a refund/ amendment of an advance train ticket I bought earlier that coincided w the industrial strike action, and the customer service team responded and assisted within a day. Greatly appreciate it.
2023年10月12日
自発的なレビュー
Railsmartr からの回答
Dear Alissa, thank you so much for your lovely review, it was a pleasure to be of help. We are glad that you find our booking portal easy to use and that we were able to meet your expectations. Have a great day, Sonia
Best ticket retailer
Railsmartr is the best retailer for UK train tickets. It offers excellent, friendly and fast customer service along with detailed blogs giving unbiased advice on railway related topics such as which operators first class is worth it.
It's biggest unique selling point is no fees on amendments and refunds. This puts other retailers to shame. Railsmartr allows you to confidently book in advance without the worry of losing out financially. For me, this saves me £1.20 per day on my commute to university (£180 a year) as I'm able to book the cheapest advance tickets 1-2 weeks before. If plans change I just pay the 60p difference in fare to amend my ticket to an earlier or later service, or change to another day.
There's a few disadvantages to railsmartr such as no app, no account feature, no routing (via/avoid) feature, no split tickets, however flexibility and customer service far outweighs this in my opinion. I'm sure these features will eventually be added, browser autofill of details/card info and using other sites to find split ticketing opportunities (and then returning to railsmartr to purchase) are ways to reduce the impact of these disadvantages. The design and information given to you in the booking process is excellent and accurate.
Overall I strongly encourage you to use railsmartr, you never know when your plans will change. Having this guarented flexibility and fast customer service protects your money!
2023年10月12日
自発的なレビュー
Railsmartr からの回答
Dear Robert, we are incredibly grateful and humbled for your kind words and 5-star rating. Our team aims to provide the best possible experience to our customers and, as an independent retailer, we are committed to never charge refund fees if you’re not able to travel. We are also very pleased to hear that you find our blogs helpful, as your feedback validates our efforts. Thanks also for your valuable and detailed suggestions to improve our service, we are working to add new features and we’ll be adding split tickets soon. Please feel free to contact us any time if you have any questions. Wishing you all the best, Sonia
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