London Northwestern Railway Avis 

Outstanding customer experience teams

I use their trains that I used to buy through an app. The app is crap and a rip off my train pal is not cheaper. The staff at my local station are top. Some have anpr that charge you if you are picking up tickets. Not my local one. Local station, local folk and sense. They are tippety top. I'm waiting for a train as I write this now.

Absolutely rammed train, loads of people standing in the isles (so lots of revenue for the train company). Air con blowing hot air rather than cold, no opening windows, so genuinely around 30 degs all the way from London to Birmingham.

Nobody from the train company walked down the isles so there was nobody to ask to at least turn the air-con-heater off, or even better make it blow cold air as it should.

Welcome to third world standard public transport.

I’ve never experienced such poor customer service. I booked a return ticket from Stockport to London during a period when a train strike was scheduled. As a result, the return journey included an extra hour. However, the strike was called off and services resumed as normal—except my train still included the changes at Crew to Stockport.

I decided to cancel and rebook a direct service. I received an email confirming a refund of £80.80. Weeks later, the money has still not been returned.

Despite multiple conversations with my bank (who confirmed no trace of this transaction or an ARN linked to LNR), the customer service team at LNR repeatedly insisted the refund had been processed—offering nothing but a generic response and showing no understanding of the issue. When I requested escalation, I was told no such department exists to take it further.

At this point, I’m left out of pocket with no resolution and no way forward. A truly frustrating and disappointing experience. I would strongly advise avoiding this company.

Terrible website, incredibly hard to access and to update or make any changes to delay repay claims.

The service from Missing X. Com is beyond useless. Nobody cares about my lost items there is no response. It is pathetic. I have potentially myself located an item on their useless system. I raised a "claim" no response nothing not a no it os not yours literally nothing. I complained on their website get an automated response (as I guess I will now) it's a total joke. I lost my stuff fair enough but all I ask for is a very very very small bit of help and I get nothing. Sort your supplier out aan and his dog could do better but I suppose it is cheap and you have the same don't give a F attitude.
No wonder people don't want to get on trains.
Thanks for nothing (copying for a public review)
Geoff Fletcher

They were boasting about how the train was 160 meters long and that there was plenty of room. However, this was clearly not the case as every carriage had full seats and many people were being forced to stand. With the trains being so cramped you would think there would be air conditioning, however yet again this is not the case. If I had a choice, I wouldn't use this service again, but unfortunately I have to use it.

It is absolutely shameful. The ticket prices are incredibly high, yet the service is no better than what you’d expect in an underdeveloped country. Frequent delays, cancellations, and overcrowded trains with only four carriages make the experience frustrating. The staff appear lazy and show little respect for customers. My advice: if you have the option, choose a different mode of travel

Bushey to London Euston > never enough carriages on, trains ridiculously busy with most journeys having to wait for the next train due to overcrowded.

The cost for this embarrassing service is a joke.

I am absolutely appalled by my recent experience traveling with your service. Not only was I forced to pay an extra £24 just to take an earlier train on the exact same route as my original ticket, but the train itself was so overcrowded it was an outright disgrace.

Passengers were crammed into every available space, standing in the walkways like cattle, with barely enough room to breathe. It was so overcrowded that one of your train guards was shouting at people to move up to squeeze even more passengers in—despite it already being dangerously packed. This is not just uncomfortable but completely unsafe.

I am honestly waiting for a reply.
My case reference is WMT1072599.
I am concerned about my safety; the problem occurred yesterday, and today I went through the barriers the member of staff SIMON 21520 He made a comment to his colleague about me.
This is not acceptable; I want this individual to be reallocated. If he causes me any further trouble, I will report it to the police and, if necessary, take legal action against London Western Railway.
What happened yesterday was well described in my email. I cannot be afraid of going to my local station because a member of staff is not capable of dealing with customers. I felt intimidated! Please respond to my case as soon as possible.

Just tried to travel on the 12:45 Crewe train, absolutely awful. About another trains worth of people not able to travel as train full. No information about the next trains platform. Why sell so many tickets?
Awful.

What an impeccable young man Jay is. He was based in the Birmingham office. He had the right tone for the customer, was upbeat, polite and courteous, so many things that encompass this young man . He genuinely cares about the customer's well being and outcome, and gives you the relevant reassurance and information you need. He did not rush me as a customer, even though it was near closing time. He is a true Gem, and an asset to North Western raitways, and should be given the recognition and commendation he truly deserves.

Train broke down between Crewe and Runcorn for about two hours. Sat in the freezing cold waiting for rescue. Eventually got shunted onwards, arriving hours late for my lift. Conductor kindly told us all about "delay repay" but that team said they had record of any delay so are not refunding people. They don't know what is going on with their own railway.

Unbelievable RUBBISH Service
8 coaches all pushed on to 4 coaches. Absolute package like battery hens all the way from Birmingham to London.
And we have to pay for the privilege.
Can I get a Refund!!!!
London Northwestern railway can't even be bothered to leave anyone and reply on trustpilot. That's how little they value their customers.

No working toilets on the train at all…. Stopped in Rugby for 10 mins to allow people off to use a toilet. Didn’t stop the drunk football fans on the train from forcing the door to the toilet open and using it until it overflowed.

08:08 Lime Street to Runcorn CANCELLED again for the 3rd time in 2 weeks.

Please, how can you do this to people? My lateness to work is going to mean that my contract won’t be extended and I will be out of a job.

This is a simple connection that is only 10 miles away. You should offer free taxis or at least a bus.

I can’t even claim my money back on delay repay because the ticket I was sold doesn’t have a 5 digit code on it.

You are not an awful company, you are probably the worst company. The only reason you get away with this is because people rely on the trains. No amount of compensation will ever fix the damage you have caused to me and the other passengers who rely on this train daily.

Atrocious, especially when trying to file a delay repay claim. Can't find an email or number to contact them on, there are no instructions on how to fill it out and the form doesn't make sense.

Also has frequent delays.

It's allright. I'm a regular comuter for LNWR and it's alright. Seats are great in terms of confort. However they use 4 car trains when its busy. Your train is most likley delayed or canceld. Delay repay is actually good and you get what compensation you deserve. If you are on oyter idk how delay repay works.