Eastmidlandstrains Avis 

Travelling home on the 17:32pm from London and despite the lack of catering the kind Train Guard Steph offered to get me a drink from First Class. She was so helpful and professional that EMR should recognise her for she is a true asset to the business. Thank you Steph and EMR for making my journey both special and memorable.

Went first class to London no ticket inspection so filled up with youths with foul language cost me £220 to travel to London ,the train inspector was too busy chatting with other staff on front train .I will never travel with theses again

No compensation for trains not stopping at a station caused by overcrowded trains. On Sun 30th Oct 2022, two successive East Midlands trains did not stop at Bedford train station, due to over-crowding. This meant I was delayed by over 30 minutes. To make matters worse, staff at Bedford train station did not make any announcements the trains that would not be stopping; generally unhelpful staff at Bedford train station seemingly doing as little as possible; there were staff on the platforms but not doing anything. We definitely need to modernise the working practices on our railways.

East Midlands policy for compensation for delays is that if you are delayed by more than 15 minutes you can get compensation. However, if the train did not stop due to overcrowding, then there is nothing. When I initially made the claim for compensation to East Midlands train, I was not aware of the latter aspect on their policy, but I was advised of this by their complaints team after they received my complaint. They said advised that they would still look into this for me as a ‘good will gesture’. I was then asked to provide all the details again that I had already provided by completing the on-line compensation form. Then, I received an automated response saying that “Our Delay Repay scheme applies to journeys where there has been a delay of 15 minutes or more. We have checked your journey and on this occasion, we could not find a delay of 15 minutes or more”. So, this good will gesture seemed to evaporate and I just wasted my time sending in the information twice. I did ask the team member what had led them to change their mind for good will, but I was ignored. Our train industry has contempt for passengers; it’s overpriced, overcrowded, delays every day – that’s when the trains are running and unhelpful staff. As a passenger on the receiving end of all this, I do not support the train strikes.

My trains have been cancelled (strike) totally last minute - not even 24 hours notice!! - and the company I booked with won't refund me... they said I have to rebook for the same destination for another time - but there are no trains available to get me there on time and it would also be more expensive anyway. They told me to call East Midlands to sort who just tried to pass the buck back to where I booked. I said "But it's East Midlands who have cancelled isn't it?" the guy said "well yes" but still was no help at all. Absolute joke! This has ruined mine and my friends weekend completely as we now can't go away and see each other as we can't get there. I'm so upset. The guy on the phone wasn't helpful either. I couldn't be less impressed or more angry.

Terrible. Dirty trains, unhappy staff, broken seats, closed toilets - and that’s if you can actually use your ticket as they always seem to be on strike!
Almost impossible to get a refund on tickets due to strike action. Travelling by train will be my last resort from now on.
Get your act together EMR!!!

Price went up 3x in less than 24h. Delayed train. Refund request page is clunky, slow and does not work on the mobile phone

The worst train service in the UK hands down. Late to stops. Trash all over. Urine soaked restrooms. Train cars that smell like exhaust 100% of the time. Just awful.

Does this company ever have a train arrive on time? Doubt it! Delayed from Hucknall to Nottingham, then Nottingham to St Pancras return both delayed and had to race to my connecting train home just getting it in time! Smelly, dirty carriages with more grease and slime on the headrests than I’ve seen in a long time - I’m sure have not been cleaned for many months. What an embarrassment for the East Midlands.

Train was delayed over an hour. Have been trying for days to claim my Delay Repay. I keep being told my card details are being rejected. It's funny how it all seemed to work when they were taking the money from me!! It's impossible to contact them unless you phone and spend even more money. I have had to claim from LNER before and it took me 5 minutes at the most. Maybe EMR should take a leaf out of their book.

Dire

Over priced tickets

Filthy dirty seats times I’ve got off a train with flea bites on my legs from their carpets

First class not much better

Website not fit for purpose. First says no tickets, refine search but if I changed my search to 6 months ahead and then back to what I wanted amazing, there are now tickets, where were they hiding?. Booked an Advance ticket, not because I want to travel with these guys but it's the only train company available for my journey, but not able to reserve seats - why the heck not????? When I had finally finished my booking after several more stupid and frustrating hiccups, gave option to create an account, wait, no couldn't do that either. Who do they get to build their website because it's absolute rubbish and I just can't wait for the joys of travelling with them, that is, of course, if there isn't a strike, perhaps that would be a bonus!

Make train every 2 hours so have to set of to work one hour earlier and then today no trains for 4 hours absolute shambles of a service

Rubish service. Rubbish ads

So booked tickets from centre parcs for 2 of our kids who needed to get back to college on the Monday. On the Tuesday before we received an email to say the train is no longer on the timetable so they will now need to leave centre parcs at 6.15 am and the journey will be 2 hours long. And this is why I don't use trains very often- service is not reliable, trains often cancelled or late. We have an electric car now and we drive to London to avoid the train, having spent decades commuting on them. Now with all the striking, I think more people will do this and you are shooting yourselves in the foot!

No USB sockets. 2 nearest toilets have doors that won’t lock. No food or drink at all for a 2hr train journey. Spoke to a staff member who said it had been that way on most services for months. Tannoy inaudible in my carriage.

Absolute s**t show, train goes from A to B so how can you mess that up. All wanting a pay rise, do your job properly and then ask for one when you actually get it right

Absolutely abysmal. Rushing from work to catch a train to Sheffield in 30+ degree heat, I made it to St Pancras in time. Having already payed a high price for my ticket, I looked forward to sitting on a cool train where I could read my book and unwind. That’s not what happened. I, along with every other passenger had to stand in the heat in tight crowds, as the sweat started to drop down my face. 2 minutes passed, 5 minutes passed and still nothing. Eventually the doors opened 15 minutes after it was due to depart. Everyone piled in and all the seats were immediately taken. I now find myself standing in a packed carriage, my sweat glands working particularly hard. My only solace is that my phone is charged, meaning I can write my first ever review about how diabolical, pathetic and weak this train service is.

And people honestly wonder why others don’t stop driving for the sake of the environment….

This company is a joke.

I missed a train due to faulty ticket machines which resulted in missing a flight and left me paying for a new flight as well as extra accommodation. I spoke to three members of staff at the station who all said I would have to request a refund in a letter... when all other aspects of communication are electronic. I followed the guidelines for a refund to the letter and have been met with silence for 2 months now. I followed this up and had a single email asking for my tracking number which I provided (presumably attempting to say claim no letter arrived). It has been a further 3 weeks since then with no response. I did not request any compensation for the hundreds of additional pounds I had to spend due to this, simply my unused ticket cost.

This company is scum, avoid at all costs!

Filthy train, late, missed ongoing journey, and no apology. Shocking service for 2022