National Rail Avis 

This review is for Debbie who works at Leyland Ticket office.

10 / 10 customer service - a great help and supported me with my travel needs

Friendly and helpful - Thank you Debbie

I'd like to commend a member of staff at Rochdale train station for their excellent service. Myself and 9 other ladies were traveling to London for my sisters 60th, it had been planned for some time. On Friday 17th April when we were due to leave all trains from Piccadilly Manchester were cancelled. We were then approached by staff member Robert Whitlow who could clearly tell we weren't sure what to do. He made numerous phone calls, keeping us upto date and replanned our route to London, times and stations, we actually got into Euston 20 minutes earlier than the original train. He spoke to the conductor on the train from Rochdale regarding our situation and the whole journey from then on was flawless. I know staff don't always get the praise they deserve but we all think ourselves very lucky that Rob was on Rochdale station that morning. A big thankyou from our group of 10.

National Rail continues to price itself out of being a realistic alternative to driving. For many journeys, the cost difference is not just noticeable—it’s excessive. A trip that would cost roughly £30–£40 by car can easily reach £78 for a single train ticket, and that’s without the added convenience of having a vehicle at your destination.

This undermines one of the core arguments for public transport: reducing reliance on cars and supporting greener travel. While the environmental benefits are clear in theory, the pricing structure makes it difficult for many people to justify choosing rail over driving. When travelling by train costs nearly double and removes flexibility at the destination, it stops being a practical option.

If rail services are genuinely meant to replace car usage, affordability has to be part of the equation. Until prices become more competitive, many travellers will continue to choose their cars—not out of preference, but out of necessity.

Unfortunately National Rail in special Southern services has shown again why the don’t deserve any respect from their customers
Every single time a train must be delayed or cancelled on the last minute
Why we paying for this rubbish service you guys provide ? Always de same excuses; engineers work , trespassing or late departure from the depot
Better employ some competent staff who can handle this better than you guys

To get from Preston to South coast. Driving. Tank and half. Even with current petrol prices and Toll road. £170.. Train for 2 people .£500 quid...I rest my case your honour..🤔

Always trains cancelled awful service had to wait more than one hour as two trains cancelled two days in the row

Completely unreliable service to and from Broadstairs constantly delayed or cancelled causing me issues getting to and from work for my nightshifts

Through factors far beyond my control I missed my 16.18 train Paddington to Bristol (£115) and managed to get the next at 16.48. I know that rules are rules, however being made to pay an additional £138 to stay on a 50% empty train or get off at the next stop was utterly disgusting. How dare you treat your customers so poorly. If any other industry behaves so abhorrently there would be grounds to legal action.

Railcard enquiry met with derision, mirth and no advice. Staff at Sheffield station even agreed that National Rail is seen as very poor service. Can say anymore!

Since changing the timetable at the beginning of the year the service is now poor. We've gone from being able to get a seat and work on the journey home to a station with vending machine only and overcrowded trains that are always standing room only. I hope the next timetable change gives us back a better connection and trains with more carriages.

Used the rail replacement service running between Manchester Piccadilly and Stockport expecting it to be a nightmare. I have to say it is a slick, seamless and highly organised operation which worked very well.

id definitely recommend anyone with a nervous disability or disposition to avoid the highly complicated process to book a ticket online with this system ESPECIALLY a anytime day ticket..migraine is free with the effort..company should be closed and reopened after sacking the geniuses who created its cryptic crossword system..conclusion...
pathetic

On Saturday 7th February 2026, myself, my mum and my 8 year old nephew who is autistic and a train enthusiast, had pleasure of being served by the lovely Ameera, who works at the National Rail ticket office in King Cross St Pancras Station.
We decided to treat my nephew to a long train ride as he sadly lost his mum very recently. We had quite a unique request of a combination of specific train companies and routes…we were praying for the right person to facilitate this very unique request and God answered. Ameera was so understanding, patient, accommodating and most of all kind. Although this interaction was probably outside of her usual interactions with customers, Ameera understood the request and made my nephew feel seen and special, even though there was a long queue behind us. She also went out of her way to give my nephew some gifts; which he now treasures.
I would like to thank Ameera again for her kindness!

I have travelled a from Porttalbot to Paddington stations three times in the past year.
I have noticed s considerable improvement with your service.
The communication is better eg ●more staff are available to direct you to your coach position;
●updates with delays and their reasons why (this is most informative which leads to a better understanding) ;
●the ticket inspectors are knowledgeable:
● and the staff on the train offering refreshments are very friendly.
I find the service overall has improved making journeys more enjoyable.
Thank you.

I haven't used trains for 5 years. There was disruption and I was delayed by one hour causing expensive cab fares.

I normally use this and works fine but recently checked a train Nottingham to Birmingham International.. it tells me about £45!! If I check the journeys individually to New Street then International there are lots of options for less than £20 total..
Trainline also giving me same prices like £18 total
How can they get their own algorithm so wrong? Who are these completely incompetent web developers?

a member of staff at Norwich parkway threatened to hold my partner + autistic daughter at the station even though tickets were shown to him , he took a picture of them and threatened to fine my partner because they had stepped through the barrier before showing the tickets
- it was a football day there was alot of fans getting off at the time

caused my daughter to have a meltdown, rang up to make a complaint and been ignored

Disgusting behaviour by staff members

I was already aware that there was a replacement bus service from east Grinstead to three bridges but wasn't aware there was any from Egham to steines. Especially as it wasn't reported online when I initially booked my train ticket on Sunday 18th January. Took me 4 hours to get back instead of 3.  Also on the gwr there was bins provided. Someone left their rubbish and I tried to find a bin in two carriages but there wasn't any

total crap, whats the point in waisting time bringing it up, nobody listens

Paid for train tickets, trains
Cancelled (again). Left with a 4 year old on Christmas Eve in the cold.
This service is a disgrace. National embarrassment.