National Rail Avis 

Terrible App with pop up advertising that directs you from your main screen

I have tried several times over the past weeks to renew my Senior railcard online without success. I encounter problems and receive error messages or get 404 page cannot be found. There also seems to be a lot of fake websites for National Railcard.

Your staff are absolutely the most incompetent people I’ve ever come across. Whatever hiring pool you’re fishing in needs purging.

No comment, the most expensive ticket to pay for stress , delay cancellation no stuff on Sunday
Worst company in the world
Soon will compete with 3rd world

I can’t stress enough, how poorly run our national rail service is and how unreliable it continues to be day by day. I have travelled to many parts of the world, including many areas of Europe, East Asia, North and South America. I don’t think I’ve found d a country whose rail service sucks like here in the UK. The cost of a trip in the UK is much higher than elsewhere, yet offers a low standard of travel. Only in the UK 👍🏼

Awful service, rude staff, delayed services, no seats and a hefty rice to pay for such a disgusting service. Hire a car for the week, it’s cheaper!!!!!

Ruthless, unkind, unwilling to help and unreasonable.

I bought a split my fare journey (cheap, you're probably thinking-but you are extortionate the world is thinking), and I missed the refund window of 1 hour by 19 minutes.

Your customers are people, and you leave no room for human error. You are hated and I can see that I am simply contributing to an already majority 1-star vote.

Have some consideration. You penalised me, someone who is always blaming herself anyway. You probably contirbute negatively to the nation's mental health and walk away with no shame.

Enjoy my hard earned money. Because of the negative karma it carries due to the pain you have caused, nothing good will come of it. If I could curse it with black magic I would. I don't get annoyed at everyone either, so well done on the achievement.

Return trip from York to Leeds cancelled and no return ticket refund available! UBER was cheaper! Great train service we have! Thanks for the wasted money LNER!

Matthew Hudson from the Reading Help Desk was super knowledgeable, helpful and civil when asked about train times on 17th Nov.
Say what you will about the rail experience and some staff, but Matthew is a very redeeming staff member, and if all staff were like him Network Rail would get a much better rap

Literally can’t recall one week of getting the train to work and not having issues. Have to be the most useless company known to man. How they still exist is beyond me

Myself and a student travelled to London from the South Coast, following the awful attacks on the rail network (early November).
We felt safe, the conductor on each train was helpful and there were BTP around, should we need them.
The underground staff were very, very helpful too!
We are so grateful to you all!

The last 10 times I and my family have travelled by rail, there has been cancellations, delays, diversions, part journey by bus (I paid for a train ride not a bus ride). The worst was when a full train at Euston was transferred onto an already full train and we had to stand all the way to Bangor North Wales. My wife, who suffers from severe arthritis, was in severe pain all the way.

The National Rail app seems to work quite well, unfortunately, however, it is a supreme work of fiction.

21/11/25. Train from Holyhead this morning cancelled again. Unbelievable!!!!!!

Paid £24.10 for a return ticket
Lost my return ticket but had reciept of purchase on my phone only to be told I needed to buy a one way ticket to get home at £ 23.40. Surely this is a breech of fair trades as I had proof of purchase

Had to put 1 star or no review !!!!!! Euston to chester 6 1/2 hrs 4 trains later no appollogy just cancelled cancelled ,early morning awful soso ashamed of our private trains em heavy subsidised no one cares .going home after 2 days got to chester train station guess what cancelled.3 more changes before Euston 5hrs nightmare.

And again wrong information given. I ask The employee at the ticket office when is the next train to Belvedere-: he tells me 11.32. I ask 'are you sure?' and there's no response. No info either on the train when it comes or platform (train stops). I get to Blackheath and have to get off as he's directed me to an Eltham! Dont have time for this merry go round with NR - Do better!

I buy ticket 40 minutes before departure and 10 minutes before departure trip was delayed for 4 hours and I try to refund and in app they saying I'm not qualified for refund 🤔Newer again national rail!!!

I am writing to raise a serious complaint regarding the racist and discriminatory treatment I received from a staff member named Rose who is a customer service member at Gatwick on Tuesday 14 October at 8.15am.

When I approached Rose to purchase a ticket, she made a deeply offensive and racist remark, telling me that I “don’t belong in this country.” Such words are hateful, humiliating, and completely unacceptable from anyone — let alone a representative of National Rail. To make matters worse, she then issued me the wrong ticket, causing further distress and inconvenience.

I felt targeted, disrespected, and unsafe as a result of her behaviour. No customer should ever experience this kind of discrimination, especially in a public service environment. I expect this incident to be taken seriously, fully investigated, and that appropriate disciplinary action be taken against the staff member involved.

They tell lies about journey times on their website! Journeys always take 10 to 15 minutes longer than they advertise

I have had many good experiences using passenger assistance with my wheelchair. When caught up in major delays the other day everyone was so helpful in getting me home Thankyou for all your help

The National Rail app isn't fit for purpose. When planning a journey, I expect a summary of the outward and return journey times. Instead it just directs you to a an external ticket seller. At which point you hqve to resubmit the times. Rubbish.