Information about our services and Search Ranking Information

1. Who we are

The Trainline Group, that’s us, is made up of –

  • Limited, a company registered in England (company registration number 3846791) with a registered office in the heart of London at 120 Holborn, London, EC1N 2TD; and
  • Trainline SAS, a simplified joint-stock company (number 512 277 450 in the Trade and Companies Register of Paris, VAT number: FR 58 512 277 450), share capital of €1,766,960.14), with a registered office in the chic French capital, Paris (75009). You can find our Paris office at 20 rue Saint-Georges.
    • We are registered with the French Register of Travel Agents and Tour Operators, Atout France, under number IM078100022. Atout France is located at 79-81, rue de Clichy, 75009 Paris, France.
    • Our financial guarantee Atradius Crédit Insurance NV can be found at 44 avenue Georges Pompidou, 92300 Levallois Perret CEDEX
    • Our civil liability insurance MMA IARD can be found at 14 boulevard Marie et Alexandre Oyon, 72030 Le Mans

Whenever we say “us” we mean The Trainline Group and whenever we say “you” then we’re referring to a “user” or “customer” of our services.

2. Services

Trainline retails tickets as an official agent on behalf of train, coach and bus operators (the operators), but we don’t run these services ourselves. Trainline provides you with a booking service that allows you to purchase these tickets from Trainline on behalf of the operators. When you book a ticket with us, the relevant operator's terms and conditions will also apply to you (in addition to our Terms and Conditions)  

When you use our booking service (even if it’s just browsing), you’re acknowledging that you’ve read and understood our Terms and Conditions and our Privacy Policy.

Trainline is only authorised to retail tickets on its booking service on behalf of operators that is has contracted with. These operators are exclusively professional traders; consumers cannot list or resell tickets on our booking service.

3. Search Ranking Criteria

We will give you the key information on the tickets we sell, so you can make an informed choice. Our search ranking criteria is based upon the departure time and the fastest available journeys with the smallest number of changes (which includes all direct services of comparable duration). Sometimes train operators might pay to sponsor a particular departure time or service in our search results. In this event any paid for listing in the search results page will be marked clearly as "sponsored" or "ad".

No other ranking criteria, remuneration or other conditions are considered.

Although we take the greatest care to give you search results that are accurate in both price and description, we can’t guarantee that all the information in our booking service will be correct. This is because some of it such as timetables, live journey information, platform data, transport network conditions and fares comes from the third-party operators.

4. Conditions for referencing and de-referencing ticket offers

Trainline will de-reference from our booking service any tickets that it becomes unlawful for us to sell.  Trainline does not sell any goods or services without a contract in place with the relevant operator or services provider, so if a contract comes to an end Trainline will be required to de-reference the corresponding content. We may also de-reference content if the relevant operator breaches a material term of our contract – for example, if an operator does not provide Trainline with all relevant booking information associated with a ticket, we will not be able to sell that ticket and will have to de-reference it.  

5. Functioning of the comparison service

6. Payment Terms

7. Trainline Ticket Cancellation Insurance

Trainline Ticket Cancellation Insurance provides you cover for unforeseen circumstances affecting your trip. The insurance is available for travel by train starting from within the United Kingdom.

Additional Information for our French Customers

8. Disputes and Mediation

The relevant laws of France will apply to our Terms and Conditions. French Courts have exclusive jurisdiction to resolve any dispute in connection with our Terms and Conditions.

Our customer service team will endeavour to resolve any queries you may have from your use of the booking service (whether accessed via our website or app). However, if you are unhappy with how we have dealt with your query, you can have recourse to mediation. In particular you can contact the Tourism and Travel Mediator: M. Jean-Pierre Teyssier, MTV Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17,

You can also use the European Online Dispute Resolution Platform.