Eastmidlandstrains Avis 

I was @ Eastmidlandtrains on the 7th of July in Nottingham i went to the information desk & there a young guy called chris i spoke to him to see if i can get a assistance to help me with my mum & he was fantastic he helped me in every way nothing was to much well done

Customer service review.

Missed train by a few minutes. A member of staff at no extra cost to us sorted us out a new ticket for the next available train. Big thumbs up.

Another journey on East Midlands trains that is filled with disappointment. The trains themselves are old and exhausted and this was felt, and heard, through the journey with large metallic vibration noises coming from the ceiling panels.

First class service is sold but not delivered. No food and drink available as advertised and a lack of staff impacting customer service, despite it being known in advance (according to the one member of staff available).

Nothing good about this service but no other options available for the route from Nottingham to London and the company seems unable, or unwilling, to do anything about it

EMR just furthers the stereotype that using public transport in Britain is traumatic.

SO bad. Very frustrating service. I have got on trains for 15+ years from Nottingham to London. It seems to get worse and worse. They lie all the time about the time it takes. The times I have spent dawdling through the nottinghamshire countryside on a train is untrue. I try to drive as much as possible and if I have to get the train, wish me luck. ALWAYS set off an hour earlier than they say. Sad but true.

Disgusting old trains from Norwich to Liverpool with only 2 carriages which was completely full and everyone packed and squashed for such a long journey. No refreshment coach, has to be the worst train operator I have experienced within the UK.

Back from a recent day trip to London and had hoped that the new owners might have improved things. However, the carriages on both legs were ancient, dirty and overcrowded. The reservation system wasn't working (somebody was in my seat but the display above the seat said "unreserved"). There is no competition on this line so I can't see any advantage of it being run by private companies, all of whom have failed on this route. The staff on the trains were however did their best.

Possible the worst customer service of all time. I bought a ticket for the wring date by accident, called them to change the date. They advised that there systems are down and can’t change it (for an additional £10 which is a scam it takes 2 minutes on the computer). They advised if I buy a new ticket I can get a refund, I bought a new ticket on Trainline and they refused to refund the ticket even though I was on the EMR train!! Just booked again mistakenly through the train line ad the EMR website is terrible. Never going to use EMR in the future. The customer service is based in india as I couldn’t get through to anyone who wasn’t based in a call centre.

Terrible journey. Dirty trains and toilets. The train was boiling. No way to open windows and no ventilation at all! Never again.

Most of the time I find EMR trains and staff are more than good enough and I just live with the odd delay - BUT Delay Repay seems to be deliberately (or accidently) designed to make it nearly impossible to make a claim - I work in digital service design and there were so many dark patterns, misleading elements and duplicate data entry traps that it took me an hour to submit my claim for a delayed train. In the end I only kept going because I was determined to see if it was possible (it is) but so, so difficult
UPDATE - While EMR have agreed compensation they have offered 25% for 15+mins, where the train was over 40 minutes late which should be 50% - alas because EMR take 10 days to evaluate a claim by which point RealTimeTrains no longer contains real travel data. Luckily recentraintimes keeps data longer if you need it and the EMR appeal process is very easy :)

No direct train to Doncaster from Nottingham despite it being close (I’m sure they’ve got some excuse). Info boards wrong at Grantham train station led to me getting on the wrong train
Useless.

Staff are brilliant from Ritch at Loughborough train station to all the friendly and helpful train crew. Service on time, staff are a real asset to you

If I could give them 0 I would. I’ve been travelling with EMR for many years and every time the service just gets worse and worse. They have the most god awful people working for them. The staff are just plain rude and unhelpful. They always act like they’re so much better than all of their customers and then treat us like dirt. There are too many awful incidences that have occurred but a couple that come to mind are when there were several tube delays which led to me missing my train. I told the gentleman at the London St Pancras Information desk what had happened and he was so unhelpful. He told me to just go and buy another £100 ticket because it’s tough and my fault. The same incidence has happened to me on LNER and Avanti and the staff there were extremely helpful and printed me a new ticket for the later train without an additional fee. Another instance on EMR was when I the ticket collector asked for my railcard and as I had just gotten a new phone, I wasn’t logged into my Railcard app to show her. Instead of waiting for me to do so she just confiscated my Day Travel Card ticket and walked off. It wasn’t until the last 5mins of the journey where I managed to find the collector. She was sat in first class playing games on her phone. Eventually after finding her I showed her my railcard and she handed me my ticket back. She didn’t even bother to thank me or come back to ask for my railcard. She was just plane rude.

Splitting trains changed just before Nottingham causing chaos and the conductor was rude and very unhelpful.... shocking service Will never use these again

THE TRAIN SERVICE AND TELEPHONE SERVICE IS DISGUSTING. THEY CLEARLY CARE NOTHING ABOUT YOUR CUSTOMERS. THEY TAKE YOUR MONEY BUT DON’T PROVIDE TRAINS. THEN THEY TRY TO AVOID GIVING REFUNDS. I WILL NEVER TRAVEL WITH THIS APPALLING TRAIN LINE AGAIN!

Trains are dated, dirty and in terrible condition. Some seats have no cushions just plastic to sit on.
Extremely overpriced for nothing. Almost every second journey is delayed and the reservation system hardly ever works which always cause some issues and leave people very upset. Terrible value for the money. Try to avoid if you can.
Only positive - staff is very nice and helpful!

The filthiest and most dated trains I have had the misfortune to travel on. The hygiene standards are appalling. Do not bother paying extra to travel first class as there is absolutely no difference. Where is the money this awful company charges its customers going? Definitely not on any kind of maintenance or customer satisfaction. Avoid.

Awful, they're at least consistently awful. No point booking seat as never get the seat you pay for. Had to stand for 1h40m on long route from London to Leicester and this isn't the first time!

Crowded, over booked service. More concerned with profit than providing a decent service, then the greedy bast*rds have the cheek to keep raising rail fares!

Terrible trains made up of a fleet of knackered old hand-me-downs from other rail companies....EMR cant even be bothered to rebrand...literally placing stickers over previous logos. Inside of carriages are old, dirty, tatty and uncared for, trains are unreliable due to age and maintenance issues...an embarrassment to behold!

The worst train with the worst arrogant staffs