RE: Bought some today17 May 2026 11:11
Although I only use the trains sporadically I have used the Trainline app for quite a while now. Prior to that I used one of the ToC apps and was an early adopter. It often did not work at the gates - one train staff member at the gate once snarled at me “to get a normal ticket next time mate”. However, the kinks seemed to have been ironed out generally with the apps but definitely Trainline is way better than the ToC app I had. I have noticed recently in quite packed carriages that most people seem to use ticket apps and that it is quicker for the guard to check the tickets. They have some sort of mini device that scans the barcode.
One thing that I think we will see fairly shortly is the start of the closure of ticket offices to save costs. Shapps tried to close all ticket offices, which even I thought was rather extreme, but he caved to union pressure. Most will have to go though and are one of the easiest targets for cost savings as so few tickets are sold through them now. I would imagine not too much goes through the ticket machines either nowadays and they will be reasonably costly to maintain. So there will be a general push to go to the apps.
One important element is digital railcards which creates “stickiness” in terms of retaining customers. 20 million people are eligible and there are 7 million railcards. Trainline clearly see it as very important as in their last annual results they said this:
“Digital railcard customers up 16% to 2.7 million11; share of 16-30 railcard users at 45%”
It would also really help if Trainline was allowed to do Delay Repay which it seems they are getting closer to.