Thameslink Anmeldelser 629

Edited on 16/01/26 Now changed to five stars having received a full refund. Thanks you.

I purchased train tickets for 2 adults (applying my TwoTogether discount) online via the Thameslink website on 24/10/25, for a return journey from London St Pancras to Folkestone West/Folkestone Central (Booking Ref:-4R46WHGK). For this journey I also purchased a PlusBus component. The journey was for 31/10/25.
I collected my tickets from the machine at London St Pancras. When the tickets were printed out the PlusBus component was not printed out. Instead two other tickets for a single journey from Folkestone West to Folkestone Central were printed out.
I immediately went to the 'customer care' ticket office to explain the error and ask for assistance. The guy behind the counter was extremely dismissive, he told me there was nothing he could do to help - so that was that. Rude.
I came home and spoke to Thamelink customer care on the phone. The customer care woman was helpful, she explained to me that the system did indeed show I have the PlusBus component so I would be able to travel on the bus network in Folkestone. I had to explain to her repeatedly that the tickets that had been printed out were not 'PlusBus' but separate single train tickets between Folkestone West & Folkestone Central.
She asked me to take photos of all the tickets and send them in. I did this straightaway.
The customer care lady got back to me within a few minutes and told me that her manager had looked into the issue and again reiterated that I did indeed have the PlusBus component showing on their system, so 'everything was fine.' I had to again explain that the tickets that were printed out WERE NOT PLUSBUS TICKETS!!!!
The customer care woman then told me I should contact PlusBus separately. I emailed PlusBus, their response was they were unable to help at all, as the tickets were purchased via Thameslink.
I called Thameslink again a few days later and had to go through the whole process again to explain the tickets that were printed out were not PlusBus tickets. The response was the same.... 'our system shows you have purchased the PlusBus tckets.!!!!!!' I know I purchased the PlusBus.....but the machine printed out different tickets!!!!!!!!
I then emailed Thameslink again saying that I was due to travel very soon and I had still not had the issue resolved.
Then on the day of travel, I received an email from Thameslink customer care suggesting that I was 'confused.'
I'm not the one who is confused. I supplied all the evidence in the form of photos of my tickets. I have retained the hard copy of my tickets as evidence.
The last guy I spoke to on the phone said as a gesture of goodwill, he would credit my Thameslink Account for the sum of the PlusBus Tickets component. No! This is not acceptable. I want the cost of the PlusBus component refunded to the credit card I made the original purchase.
I want this refund within the next 5 working days.
If I could give a zero rating, I would.
I want my refund, this is the only satisfactory resolution.
No wonder your Trustpilot rating is so awful. Surely that should make you think you really do need to do much better.

Payed for first class, shouldn’t have bothered, it was rammed with people who started sitting elsewhere then just moved. No ticket check on either journey, so pay the cheapest and sit where you like. Quiet compartments non existent, people playing music or making calls on speaker. Rubbish

Probably the worst train line I have ever encountered in my life. Extremely overpriced for consistent delays (often >30mins; my commute has been delayed EVERY SINGLE DAY without a break for the past three weeks now) and cancelled trains, with only partial refunds being accepted after more than 15 minutes delay, and a full refund after a 2 HOUR delay. Does my train really need to be 2 HOURS delayed in order for me to receive a full refund? I believe it's because of this that they feel comfortable allowing 10-15 mins delays on many commuter trains consistently, and will very often cancel trains due to "shortage of train crew" or "problem with the signalling system" or whatever excuse they decide to come up with each time. I'd be less upset if it was a budget option train, but it literally isn't, it's massively overpriced for this absolute joke of a service. PLEASE TAKE MY WORD AND AVOID UNLESS YOU WANT TO WASTE MONEY AND TIME.

We travelled to London from Stevenage this week. My husband is disabled with limited mobility and in a wheelchair. The Thameslink staff at Stevenage could not have been more helpful, we were greeted on the platform and assisted to the best place to get on the train. My husband was assisted into the carriage and then they lifted his chair on. Staff @ Kings X were informed and waiting for us to assist once again. We never felt rushed and we had the same service on the way home.

Thank you very much to the Thameslink staff at St Pancras station this afternoon after I fell on the escalater after someone pushed past me .

They couldn't have been more helpful or supportive & ensured I was okay & looked after me whilst waiting for my train home

Sadly I cant give 0 stars . Traveling with Thameslink and Southern for 6 month's. Paying £600 a month.
Never on time , poor but highly expensive service.
They are a Joke .

My first month using the Thames link train/railway line for work.
Massively overpriced! Uncomfortable seats or non available so you’re standing up, small, not much leg room when you are sitting down. awful toilets, Graffiti etc Trains are late very often, some cancelled. Obviously I don’t understand the commercials but out of a plane ticket, buss ticket, coach ticket, these train tickets are a huge and more expensive cost for a worse and less priced experience on a Ryanair fight, and they are budget. You feel like you’re being robbed paying so much for inconvenience, cancellations and lateness also dirty rundown travel accommodation. It’s bizarre how they get away with charging so much??
Wish I had an alternative travel!

This is the only operator that goes to Cricklewood and I hate it so much.

Today again over 40 mins delay on the train and then mid-journey driver says it won’t stop at Cricklewood. This is not a one off. It’s happening every bloody day on this service. It’s ridiculous. Ruining my day from the beginning almost every day!!!!! Hope they loose the franchise asap!!!!!!!! THIS NEEDS TO STOP WE ARE IN 2025 EUROPE!!!!!

If you have some money please invest into a mule or a donkey, it is very likely that they would take you to your destination safely and on time rather than this train ‘service’ that often interchanges between pitiful and degrading, and that’s when their trains are running. Mine are delayed or cancelled on average every three journeys out of five (get that mule!) and yesterday they created the best excuse ever when the train was cancelled ‘due to a passenger taken ill’ almost three hours before departure. A Comedy Line.

Changed worng fare. Response was its Tfl issue.
Thameslink has an issue with that that show incorrect contactless fare. TFL STAFF WILL NOT DOWNLOAD IT TO LOOK.
BOTH TFL AND THAMESLINK NEEDS TO CHANGE CORRECT FARE.

Worse service in the world its like torture having to use this terrible service. Delays , cancellations, slow running trains, rude incompetence shown by their ticket collectors.

This is my last choice for journeys from East Midlands to London. Consistently poor service, staff and cleanliness.
Utter shite

I only put one star as there is no option to give no stars. The service is diabolical . Day after day cancellations and delays causing massive inconvenience. How this third world decrepit company gets a franchise is beyond me when there is obviously no ethos of customer care or service.

Worst customer service and probably worst transport service
I was delayed for my journey more than 30 mins due to a signal failure and when I put in my claim
Customer services stated they could not see my journey yet I had bought a ticket from Chelmsford station to Redhill station that morning
Please avoid if possible

Worst train service possible in the uk. Maybe the world. It’s slow. Infrequent. Stops at signals like it’s as if the driver needs a nap. AVOID it at all cost

On Monday the 26th of August 2025 as I finish work in the evening I left East Croydon on a train and I was going through a rough day because I had a panic attack and a mild learned disability and chronicle anxiety and I have mental health and suffer from depression and suffer from claustrophobic and vertical issues.

I was having a really bad day and I slept in the first class of the carriage and even though I have a special pass to travel.

I fell asleep and I saw the revenue inspector and went to a different carriage and he followed me and gave me a fine with over 65 pound and threatened me with a criminal record.

I am telling you to be a worn when you travel on the City Thameslink.

City Thameslink do not travel with City Thameslink and do not approach revenue inspectors at all.

There are disgrace and an embarrassment to the company they should be sacked all together for dealing with people with disabilities how do you treat them all together.

There were very unprofessional towards me and treating me with disrespect and I lost my dignity this is unacceptable.

From City Thameslink and the revenue team there hasn't been no remorse from them towards me and not even apologising to me about the whole situation.

They did not even apologize to me they just told me like pay for the fine or get a criminal record or be sent to the court and I will get a criminal record the way I got treated by City Thameslink is disgusting absolutely unprofessional and unacceptable the way they treated me.

City Thameslink appeal process is appalling and I showed them all my evidence and there's still didn't want to revoke my fine.

The appeals team wanted evidence to show that if I've have a disability which I showed them and I have a special pass to travel on the trains but it was not the case and they said in the letter that people with disabilities and I have number of medical conditions should read posters and written articles about how I should pay for ticket it felt like City Thameslink treating me like an invalid and did not respect at all and chucked my dignity down the drain and I was so petrified. It felt they said if you don't have a ticket we were going to throw you out of the window.

I was treated with disrespect and very unprofessional by the organisation which was very unacceptable.

To tell someone who's got a disability condition and who struggle's with Mental Health and number of medical conditions that to read a poster and read articles about tickets and fine is very disrespectful and very unprofessional as organization you need to do something about it and take urgent action. When you have Mild learning disabilities and suffer from mental health issues by a depression and chronicle anxiety and panic attacks your communication can be affected and City Thameslink as organization did not understand's my needs very well. The organisation was very unprofessional towards me which was unacceptable.

I felt like invalid and would not touch City Thameslink at all.

Met a guy from staff he's too good at service

The worst train line I have ever encountered. Expensive, consistent delays and cancelled trains, with only (partial) refunds being accepted after more than 15 minutes delay. Because of this they basically allow delays on many commuter trains between 7-15 mins, and will quite often cancel trains due to short staff or essentially because they don’t want to backlog their delays (so they give you fewer options). It’s honestly a joke of a company

This is the worst railway company in the UK. They will do everything to avoid paying their delay repay. Owned by the colonial french, truly appalling people

Train completely overbooked and I was unable to move and was in increasing amounts of pain all journey. I tried to speak to someone and was asked “which staff member I spoke to about the issue” - I couldn’t speak to a staff member because it was impossible to move on the train. I’ve now been completely ghosted by the company dispute following up with five emails…