London Northwestern Railway Avis 

God help me if I ever have to travel on this line again. Hot, small, stuffy, smelly and takes FOREVER

The trains are regularly overcrowded, there aren't enough carriages provided on our route. The tickets are expensive and I regularly have to stand.
When I haven't been able to board the train as it is full (dangerously so) they won't refund you the cost of your ticket. You can only complete the delay repay form and they don't take into consideration that the train was too full (they have this an an option but disregard it) because if the train was on time they won't refund you. It is really bad when there is a football match or if it's a Fri/Sat night service.
I would avoid using LNW.

On Saturday we attended a gig at the o2 in London.

On the wsy there the train was full even though we had pre booked our tickets.

We had around 5-10 minutes delay due to a staffing issue however arrived at Euston safetly.

We went to our gig and left early due to not wanting to miss our train.

Upon arrival to get the train home with our son we were met with chaos.

There was a stampede of people cramming themselves to get on the train, I do have some video footage of this and I was appalled that they were going to send the train off with this amount of people on it.

There was no tannoy announcement to advise what was going on and the manager was nowhere to be seen.

People were frantic and very worried as they had nowhere to go including ourselves.

I spoke to 1 guy who said it wasnt his problem and to find the manager and I asked where he was and he replied " I dont know, probably hiding somewhere!"

I left it a while wondering and panicking on what to as I have animals at home that needed our attention.

I then asked another member of staff and was told there was no other option and the next train was at 7am, I asked how I was supposed to get home and his reply was " well thats on you!"

We were unable to get to Kings cross to get the east midlands train as their last train had departed by then.

We proceeded to wait around, like everyone, not knowing what to and no manager in sight.

Then loads of police turned up as it was chaos and they were appalled at how people were being treated and spoken to.

It was the police that advised us a coach was being put on to take us to Northampton.

I then approaced a guy in a mini bus who advised me they were tsking people to their stations and still no amnouncement to advise your customers.

I am so angry as your company had a duty of care to get people to their destination and your company failed miserably.

We got home at 3.30am.

Im absolutely appalled by your companies customer care and cannot believe you treat people this way.

On the first leg of my journey people had to standup for alot of the journey towards London. Also only one working toilet for hundreds of customers. On the second leg the train was late by at least 20 minutes. The train went at a fast speed on both trips but comfort issues for customers including some mentioned above.

What a useless bunch of individuals that they have up at their Customer Complaints Department.I had an awful Train Journey to Birmingham New Street in a Train that was stuffy, lacked AC and for reasons unknown we stood at Northampton for 10 minutes which in a sense was a welcome relief to get some air. To try and get a full refund is like getting Blood out of a Stone. I have read a selection of Reviews on here and it does not surprise me at all that they are all justified. I've waited for a refund for ages. I travelled on April 18th and to date have had no refund. What a disgusting response to a Customer who will never use this Company again. I shall let my Mentor know as he is a well known figure in the World of TV

Useless company. Cancelling trains are what they do. If I were you I’d just walk, better chance of getting to your destination on time

Never again will I use this service. Do any of their trains ever meet any of their destinations on time?!?! Due to their significant delays to my journey I missed a job interview. Who knew I needed to book a train to arrive three hours before my interview time?! Totally unreliable. Oh, and their trains are poor too - not even any tables!

Have you ever tried to claim compensation for a cancelled service over 120mins

I've tried to claim,but customers service says no, after three attempts to tried to claim for a refund.
Their webpage for claims needs updating to be user friendly.

It's like a sketch from little Britain.THE COMPUTER SAYS NO

I travel quite often between Northampton and London Euston and usually can not complain, but I'm really disappointed by my recent experience from Saturday 29th of April. At first my train to Northampton was delayed by almost 40 minutes, when the train finally arrived and we were all on board turn out we can't leave station due to some serious technical issues. Okay it happens, they gave alternatives to people from main destinations like Birmingham, Manchester etc. But we were left with nothing only thing we could do is going to Bedford to get replace bus to Milton Keynes from there, like they could not organise something directly from London. Thankfully managed to get bus from Victoria Coach Station but all travel took more than 3h and bus ticket cost me almost same as return train one ( I just spent recently 30£ to get railway card to keep saving on my train ticket). Asked for refund and got only 8£ back and definitely train ticket was more than this, honestly the service it's a joke taking in consideration rising ticket prices.

Don’t bother with first class. I get this train three times a week and every time it is so overcrowded that they declassify first class.

Delays, dirty trains, shortages of carriages, rude staff who laugh in your face with any complaints made and have a “I don’t care attitude” and enforcement officers who think they’re authority gives them the right to speak to you like a piece of dirt.

Missed a train due to tube delays. Was not looking forward tk having to buy a last minute ticket but every single member of staff I spoke to was extremely helpful, pleasant and not to mention humerous. Shout out to Phillip and Nick especially from london Euston!

I genuinely came here to leave a 1 star review after speaking to the first batch of online support staff.

That was until I spoke to Satia.

I've recently come out of Hospital (and after nearly dying!), so when I spoke to Satia my train query was one one less thing I had to worry about.

She resolved all my queries and was super friendly and happy to help. Feel like a weight is off my chest now. Thank you so much again!

Useless. Rang up because my parner put wrong date 4th call because the lines so messed up and can't understand the customer's service caller Telling us we need pay £10 admin fee lost £10 from the return and pay £26 more on top , you wonder why people don't use trains and with customer services like this English 2nd or 3rd language on these don't understand English very well neither

I have used this service for years now. I can remember twice when the train was on time. The seats are very uncomfortable, designed to fit as many people as close to each other as possible and that’s if you get one I’ve had to sit on the floor multiple times. I’m not even sure if there is a toilet as I’ve never seen a working one. And when it’s busy it’s comparable to a live stock trailer. Started looking for any other option when travelling to and from London to avoid them. Now I’m going to be late to something I can’t be late for making the entire journey a waste.

Loverly assistant service James good man helped me thanks you bless you.

Some more nonsensical decision making by Northwestern.. sending only 4 carriages on the busy time to London Euston from Leighton Buzzard. At this point it's a laughable but necessary service for so many people. A further price increase over the weekend but they can't even manage the capacity, in what other example is it okay to take payment from a customer and not provide the necessary capacity to fit the paying customers :'). I think I'll continue to laugh about it and hope by some miracle in my life time it changes... HA!

Treated ourselves to 1st class travel Crewe to London. The 1st class seats are just normal seats with a paper towel draped over the headrest proclaiming “first class”. No little snack packs, not even a buffet car, so basically for the first class ticket you get, nothing. Great pity that there is not a “zero star” option. Forget HS2, get what we have to work properly first.

Travelled from Crewe to London Euston Thursday 2.3.23 fantastic experience the train was fast and comfortable, ran on time, I went off peak at 8.14 and returned at 16.46, excellent service and very good value

I didn't get reimbursed. Not fair for me as costumer and i'm not always seeking compensation because no one has the time for the long reimbursement process online, so when i do, i expect it because it means i've let it slide sometimes before and the delay time was significant and it's what was said in the train. But not what they did.