Railsmartr customer service is the BEST customer service, I've encountered in a very long time. I am a first-time train traveler, and I was having an issue. Sonia at Railsmartr was so incredible.... See more
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Excellent service from Railsmartr, always trustworthy and helpful. We have used them many times for train tickets and everything is always perfect. Sonia kindly helped me with a refund when my husband... See more
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I tell everyone about Railsmartr. So much better than any of the other companies - the customer service is amazing - you actually get a response from a person and they seem to be really on the side of... See more
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During these tough times, it either makes or break people/companies. Train genius were superb. Had advanced tickets booked for a family of 4, lockdown came along, needed a refund. They kept me inf... See more
Company details
About Railsmartr
Written by the company
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.
Contact info
83 Victoria Street, SW1H 0HW, London, United Kingdom
- hello@railsmartr.co.uk
- railsmartr.co.uk
4.8
Excellent
168 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Best Customer Service and Experience
Railsmartr customer service is the BEST customer service, I've encountered in a very long time. I am a first-time train traveler, and I was having an issue. Sonia at Railsmartr was so incredible. She was so quick to respond to my message. She was patient (very much appreciated), kind, and thorough in helping me through it.
The Railsmartr website was easy to use and to understand. The search features are simple making it user friendly. One suggestion is to add the direction the train will be traveling so you know if you are sitting forwards or backwards. I also like how easy it to see your booked tickets. I will be using them again in the future. Thanks for all you do, y'all keep up the great work!
21 July 2026
Unprompted review
Reply from Railsmartr
Hi Logan, thank you very much for taking the time to share your feedback with us. We are pleased to hear that your experience with Railsmartr has been a positive one and that we were able to support you throughout the process. I really appreciate your kind words about my support, and it’s great to hear that you found the Railsmartr website easy to use and your tickets easy to access and manage. Thank you also for your helpful suggestion about adding the direction of travel within the seat picker feature. We will pass this feedback on to our team for consideration, as suggestions like this help us continue to improve the experience we provide. We are grateful to hear that you’ll be using Railsmartr again in the future. Thank you again for choosing Railsmartr and for taking the time to share your thoughts. All the best, Sonia
Hands down the best train booking website
I tell everyone about Railsmartr. So much better than any of the other companies - the customer service is amazing - you actually get a response from a person and they seem to be really on the side of the consumer - they do so much to help you navigate the train ticket system. I have lost count of the number of times that I've been glad to have booked through them, after they've helped me solve a situation I would have struggled with had I booked elsewhere.
22 April 2026
Unprompted review
Reply from Railsmartr
Hi Evie, thank you a million for your lovely review. We are thrilled to hear that you’ve had such positive experiences with Railsmartr and that our team has made booking train tickets easier for you along the way. Your recommendation means the world to us, and your kind words make all our hard work worthwhile. We truly appreciate your support and look forward to helping you again in the future. All the best, Sonia
Amazing Service
Amazing Service, expert videos really useful and offer really good rates on tickets.
I can not recommend them enough.
24 April 2026
Unprompted review
Reply from Railsmartr
Hi James, thank you so much for your kind words. We’re thrilled you enjoyed our customer service, found our videos helpful, and liked our ticket rates. We’re very glad to hear such great feedback from you and look forward to continuing to provide excellent service. Thanks again. All the best, Sonia
The Railsmartr website does what it should do
The website does exactly what it’s supposed to do. Not all the train operators can make this boast about their own websites.
9 January 2026
Unprompted review
Reply from Railsmartr
Hi Steve, thank you very much for your feedback. We are really pleased to hear that Railsmartr made your journey booking straightforward. It’s always rewarding to know that our website is helping customers as intended and making the travel experience easier. All the best, Sonia
Sonia was of fantastic help in customer…
Sonia was of fantastic help in customer service. Highly recommend ! Thank you!!
26 March 2026
Unprompted review
Reply from Railsmartr
Hi Félixe, thank you so much for taking the time to share your experience, I really appreciate the mention. We’re delighted to hear that we could assist you and that you found our support helpful. It’s great to know you’d recommend us and if you ever need assistance again, please don’t hesitate to get in touch. All the best, Sonia
Excellent service from Railsmartr
Excellent service from Railsmartr, always trustworthy and helpful. We have used them many times for train tickets and everything is always perfect. Sonia kindly helped me with a refund when my husband got ill and couldn't travel, really appreciate their 'no fuss' approach. The best prices for train tickets too!
27 January 2026
Unprompted review
Reply from Railsmartr
Hello Lynne, thank you very much for your wonderful review and kind feedback. We are delighted to hear that your experiences with Railsmartr have been consistently positive and that everything has gone smoothly with your bookings. We are also glad you have found our ticket prices to be the best value. I truly appreciate the personal mention, it means a lot to me and our team. We are pleased that we could assist with the refund and that our straightforward approach was helpful. Thank you for your continued support. We wish your husband a speedy recovery and look forward to helping you again in the future. All the best, Sonia
Reply from Railsmartr
Hello, thank you very much for taking the time to share your feedback. We’re glad to hear that the refund was processed promptly and that our communication met your expectations. All the best, Sonia
Really great service
Really great and responsive customer service. Any query I have made I have had a response the same day. The prices are always competitive and no fees for refunds and amendments. Railsmartr is now my first choice when buying train tickets.
18 November 2025
Unprompted review
Reply from Railsmartr
Hi Luget, thanks so much for your lovely feedback. We are pleased to hear that you’ve had a positive experience with our customer service and found our prices competitive. We really appreciate you choosing Railsmartr for your train tickets and look forward to assisting you with your future journeys. All the best, Sonia
The help desk was fast in replying and addressing the problem I had. It would be good if they could have held desk active during holidays
Fast reply and refund
5 October 2025
Unprompted review
Reply from Railsmartr
Hi Benedito, thank you for your kind feedback, we are glad to hear that our help desk was able to assist you promptly. As mentioned on our portal, our opening hours are 09:00 to 17:30, Monday to Friday (except public holidays). At present, we don’t operate during weekends or holidays, but we truly appreciate your suggestion and will keep it in mind for future consideration. Thanks again for taking the time to share your thoughts. Best regards, Sonia
There is no option for looking for…
There is no option for looking for first class!
Despite what Railsmart say there is no option to search only for First Class.
You have to search on second then select on each specified option which would take forever!
15 September 2025
Unprompted review
Reply from Railsmartr
Hi Jamie, thank you for your message. I'm pleased to let you know that we do have the option to search for first class. When you've searched for your journey, simply click on the price of the service you'd like to travel on. Your other ticket options will open in a box below. First Class will be there to select. Please feel free to email us on hello@railsmartr.co.uk and we'll be happy to help. All the best, Anna
Hi Jamie, Thanks so much for sharing your email address via Trustpilot earlier. I’ve reached out to gather a bit more detail about your feedback and to ensure we can address any concerns you might have. All the best, Anna
Use railsmartr - easy to change tickets and get help
such a helpful quickly responding service - do more than any others I have used. Personal, friendly and so helpful
27 August 2025
Unprompted review
Reply from Railsmartr
Dear Julia, thank you so much for your kind words. We’re thrilled to hear that you found our service helpful, personal, and friendly. Your feedback really means a lot to our team and motivates us to keep going the extra mile. All the best, Sonia
Ticket refunded very promptly and professionally
We had booked split tickets on TfW from Whitland to Cardiff which split at Carmarthen. However the first part of our journey was "partially cancelled" leaving us with a second part of the split ticket for Carmarthen to Cardiff on the "wrong" train. Hence I decided that rather than face the wrath (and a full priced single) of a TfW guard or revenue protection officer we would book a later train on a new later timed split advance ticket and leave our original tickets hoping to get a refund. On our return home I contacted refunds at Railsmartr. Sonia whom I communicated with sorted a refund for my original tickets out politely, promptly and professionally. Perhaps train operating companies need to make advance split ticketing rules clearer to both their staff and their passengers - however Railsmartr and Sonia were excellent.
15 August 2025
Unprompted review
Reply from Railsmartr
Hi there, thanks so much for taking the time to leave us a review. We're so pleased you were happy with the service here at Railsmartr and look forward to welcoming you back to the site soon! All the best, Anna
Railsmatr Great Service
Railsmatr processed my refund the same . This is excellent service over and above what I expected. Many thanks . Please use them with confidence
16 July 2025
Unprompted review
Reply from Railsmartr
Dear Mary, thank you very much for your positive comments. We're pleased to hear that the refund was processed smoothly and that you were happy with the support you received. Your recommendation means a lot, and we really appreciate your support. Thanks again. All the best, Sonia
Superb customer service
I have used Railsmartr before with largely a good experience, but in the last few days that experience has gone from good to exceptional.
I was trying to book tickets for myself and my family, two of whom are dissabled. Try as I might I could not book as a family group with East Midlands Railways (EMR). The website would lock up with no explanation (the only part of the whole experience with Railsmartr that did not reflect well on the company).
I contacted Railsmartr by email and was astonished to receive a reply within minutes from Anna. It transpired that the railservice (EMR) didnt appear to do group bookings, only singles. I was advized to book single tickets for each person.
My heart sank as how could I seat the family togeather.
It was at this point that Railsmartr's customer services in the persons of Anna and Sophia went into overdrive. Keeping me informed at all times through emails, they arranged with the railcompany directly for us to have reserved seats together.
Its not often you come across a company and its staff that will go to enormous lengths to ensure their customers are treated as valued human beings, even though the sums of money involved were not enormous, rather than just another cash cow to be suitably milked, but Railsmartr should be proud of their staff as they are a true credit to the company.
Again I would like to thank Anna and Sophia for all their help and numerous emails. Be assured, they have guaranteed that I and my family will use no other Rail ticket booking agent.
10 July 2025
Unprompted review
Reply from Railsmartr
Dear Aulus, thank you so much for taking the time to share your experience. Your kind words truly mean a lot to all of us at Railsmartr. Anna and I are so glad we were able to assist you and that you're happy with the service you received. It was absolutely our pleasure to help, and we're delighted to know that you'll be choosing Railsmartr again. Thanks again from both myself and Anna. Wishing you and your family all the best, Sonia
Railsmartr really is smarter!
Railsmartr is very easy to use and you can be 100% certain that you are getting the very best deal on rail travel. Their customer care is second to none; any queries I had are have been responded to promptly and efficiently. I am always recommending Railsmartr to my friends and family.
1 July 2025
Unprompted review
Reply from Railsmartr
Dear Rosalind, thank you for taking the time to share such a lovely review. We’re delighted to hear that you have found Railsmartr easy to use and that our customer care has met your expectations. It truly means a lot to know you’re recommending us to your friends and family, we really appreciate your support. If there is ever anything else we can help with, don't hesitate to reach out. All the best, Sonia
Make train tickets much simpler and less stressful
I am so glad I discovered Railsmartr and am telling everyone I know who buys train tickets about them. It’s easy to use and their customer service is old school brilliant. They really take stress out of buying train tickets.
13 June 2025
Unprompted review
Reply from Railsmartr
Dear Evie, thank you so much for your kind words and for recommending Railsmartr to others. It’s great to hear that the site worked well for you and that our customer service made a positive impact. Our goal is to make train travel as smooth and stress-free as possible, and we are glad to see that reflected in your feedback Thank you again. All the best, Sonia
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.
-x-
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.
9 April 2025
Unprompted review
Reply from Railsmartr
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.
-x-
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.
29 March 2025
Unprompted review
Reply from Railsmartr
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.
25 February 2025
Unprompted review
Reply from Railsmartr
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.
17 February 2025
Unprompted review
Reply from Railsmartr
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
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