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Trainline's new AI customer assistant veers off the rails
The Observer
|June 15, 2025
Among other errors, bot insists an adult can travel with child's ticket
Ask a railway official if you are allowed to travel using a child's ticket despite being an adult and you will probably get short shrift: buy the correct ticket or face the risk of a penalty fare.
But ask Trainline's new AI assistant —which launched last week claiming to be akin to a "personal rail expert in your pocket available whenever you need them” - if the ticket you bought for a 15-year-old is valid for you, aged 30, and you will get a very different response. “I’ve looked up the terms and conditions and I can confirm you can travel with ticket at age 30,” the bot told an Observer reporter last week. “Your anytime day single ticket doesn’t have any age restrictions.”
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