EMR Avis 803

The train up was clean and on time. I had been helped on to the platform by very friendly staff . I had no problem getting a seat and the journey was uneventful. I arrived at St Pancras bang on time.
On the return journey, despite major line works, the staff were well organised and helped me to board the train. The journey back was equally pleasant. Well done EMR.

Awful company. They sell tickets and then decide on the day whether they can be bothered to run trains and at whatever time they decide. Please go out of business and never come back

On our return from St Pancras to Nottingham on 26th April 2026, it was realised that we wouldn't meet our connection train in Nottingham, we asked the lady inspector how we were going to continue our journey to lincoln, she understood our difficulty and proceeded to try to remedy our problem. She phoned ahead to customer services at Nottingham and spoke to Sophie, Sophie arranged a taxi to continue our journey to lincoln, Sophie met us at the Nottingham station to confirm this. Our experience was beyond our expectations, and we wish to thank the staff at EMR for going out of their way to ensure we arrived home safely

I had the most wonderful service last week from two different members of staff who made my trip so easy. I have mobility issues and the strikes had impacted my journey and the EMR staff made everything better for me!!!!

Train was cancelled leaving myself and my daughter stranded and when trying to claim money back customer service was non existent. Quick to take your money but any issues don’t bother - it’s a waste of time.

Absolutely disgusting experience with EMR Rail. Arrived in Manchester and got on what felt like a medieval train. Completely overcrowded, people crammed in everywhere, no space to move, and honestly felt unsafe the whole time.

The train itself was dirty, outdated, and just grim. For a UK rail service, this is embarrassing. It genuinely felt like being shoved into something you’d expect in a completely under-resourced system, not something you’re paying good money for here.

No comfort, no organisation, no basic standards. Just stress and frustration from start to finish. Another thing to consider before deciding to give your hard worked money on it!

Toilets closed at the station. Toilets out of order on the train. Trains an absolute mess. Slow as hell.

If I could leave less than 1 star I would.

The model for how a railway franchise should not be run.

Be late most of the time.
Cancel trains at the last minute, almost daily
Roll out the same excuses every time. Often just be short of staff.
Ensure your trains have half the carriages they are meant to especially after a cancelled train before that.
Charge exorbitant prices. Increase them regularly.
Be 30 -40 percent more expensive than Euston lines just because you terminate at St Pancras.
Treat your passengers like criminals. In the same breath apologise for a cancelled train and inform of the extreme penalties for not having the right ticket.
Be militant. If you're a ticket checker think that you are a member of an elite Navy seal SWAT team.
Have distain for your passengers.
Make sure the toilets are regularly not working.
Just be poor day in day out and charge a fortune for it.

We had an early morning business trip from Cleethorpes to Nottingham and were told that there had been a cable theft overnight and the train had to terminate at Lincoln.
The EMR guard said he would update us at Grimsby to say how our onward journey was possible.
He spoke to EVERY SINGLE PASSENGER to explain what had happened and after an update at Grimsby came back and again told EVERY SINGLE PASSENGER how to make their onward journey...he gave the times and train and platform numbers to each person.
This employee was called Dan and he works out of Lincoln Station...our thanks to you once again for being truly amazing to EVERYONE so early in the morning...you're a Superstar

I just wanted a cycle reservation! The lady the day before , yeah no problem .
It took the guy 10min and still couldn't get one for me , nearly missed the train !! All these trains yet no training for staff ! Hope I don't get kicked off the train again , this is getting boring !!

For gods sake don’t go on a long journey because you’ll be asked to scan your tickets more times than you’ve had hot dinners , when you complain with the fact you haven’t moved seats and it’s the same ticket you are told it’s there systems which aren’t integrated. What about doing what other train companies do and ask for tickets from people who have just joined the train.

Lovely cheerful ticket examiner on the train Newark to lincoln. She explained an error we had made and found a solution for us....lovely customer service....Great attitude....very positive experience.

On April 16th, i was travelling home from London, on the Eastern mainline... so via LNER. Due to a tresspasser on the line, the whole LNER network was suspended... and due to a couple of medical emergencies, the train I was on had to return to Peterborough. There was an EMR train to Lincoln... closer to Newark Northgate, where my car was. So I, along with several others, used this service - despite not being EMR customers as such. The train manager, Diane, was absolutely fabulous, checking everyone was ok and ssking if any connections had been missed. She organised taxis for those of us who needed to travel on from Lincoln - past midnight, I might add, and sayrd with us until those taxis turned up, almost an hour later. She, and her colleague Luke, kept us informed, and kept us company, despite it being after the end of her shift, and in intermittent rain. Again, let me re-iterate.. we werent her customers - but she made sure everything was sorted for us, including escalations to her control centre. Truly outstanding customer service, totally above and beyond. Diane, thank you so much!

Sadly I am only able to go as low as one star!

Where do I begin.. on just one journey

Obnoxious Guard (who's Primary duty is revenue protection obviously)

Sold a fare, train cancelled

Two months later still waiting for a refund

Had my card company deal with it

Every reply taking twenty working days

avoid at all costs

That's just one experience.. plenty of other bad reports

Me and my family were stuck for 2 hours due to signal errors and was told we would have to travel 45mins to the next station to get a bus back to our connection station to then wait for another bus service to take us to the end journey. we decide rather than waiting another 2 hours for these trips we would get off at the stranded station and get a taxi home. When claiming for compensation this was declined due to them having no information of the train being delayed. 2 hours we were stranded at the station and every train from the next station with signal error were delayed for the rest of the evening yet not record of this!!! Appealed and waited 2 months even though they said 14 days for the same out come!! Avoid

I tripped outside Derby train station and fractured and dislocated my shoulder. I decided to take the train to Cardiff where I could go to A&E.
The station staff were absolutely brilliant, taking care of my luggage, holding the train for me and ensuring I was comfortable. Restors my faith in human nature!

First class help from driver and ticket collector when trains were cancelled at Liverpool line street 😁

I traveled with EMR to Liverpool and had passenger assistance and it was probably one of the best journeys I’ve ever done. I’m a regular on EMR trains but this journey was made by the absolutely excellent staff! I had assistance from my home station to carry my luggage and help me onto the train. I was met at the next station and the next until I got to Liverpool. I was treated with kindness and dignity. They didn’t make me feel like a burden, just chatting with me and welcoming. I was wheeled to a taxi rank and helped to my taxi. I had the same excellent service on the way back home and a four hour journey with changes just went smoothly for a woman who struggled to walk on some days and tires easily. I can’t express how grateful I am to the EMR staff for making my journey safe and for supporting me so excellently.

Every Friday it’s takes incident I think it’s a big lie
It’s just ridiculous how the operating

The policy of making everyone queue for gates and trains unnecessary is offensive. We are not cattle. Let us on the phantom and onto the train. Don’t make us stand there like insults to optimise your departures. You service is vastly worse than when the previous operator ran this line. Wish I lived somewhere else