EMR is in dire need of a management re-structure with a focus on customer care. Most systems are out of date & down right poor. Single train carriages at prime-time cause the train to be packed to the brim with people (for over 2 years now on the Stoke to Derby route). Multiple complaints by people, yet still a single carriage trots along everyday. EMR in general are often delayed & breakdown considering the price they charge per ticket. 🤮👎
Review by Andriea Derrow1 month ago
Thanks again for the help getting my disabled partner onto the train today . I went into the office to be ignored by the managment advisor and a guy called steve came to our rescue with a wheelchair amd a smile .this service is being axed soon buy the new dutch owners .it would not happen on holland
Review by Groovejets Blaeser1 month ago
East Midlands Railway had ONE JOB TONIGHT! To get it's 19:01 St Pancras-Sheffield in to Derby on time for a connection, but they blew it, 13 minutes late. Now I'm stranded at Derby for 2.5 hours, what a complete joke of a train company #NeverAgain
Review by Mokay2 months ago
London St pancras to Leeds with East Midlands trains, the Class 222s were very comfortable and clean but it was ruined when a woman told my Kid to shut up my kids were over excited about seeing there Grandma And were Screeching with Exitedment. Went to the toilet and I came back with with my crying kids who said the Woman Slapped them. I went to the Train Guard Who told the woman to stop it. But then 5 minutes later the woman called a Another member of staff and told them something. At the next stop the staff member Kicked us off the train and said a passenger reported us for Being Abuseive to other passengers, we were then stuck at a station in the middle of nowhere. Lost a whole day of holiday driving on a coach to Leeds. Avoid East Midlands trains they Cater for people who hate kids. Use cross country instead, there always late but they are More caring for people with kids.
Review by Landxyn Ensink2 months ago
I can actually put up with the fact that the trains are regularly dirty, late and overcrowded but why, oh why, can't they make a bacon sandwich taste like a bacon sandwich?
Sure these are offered "free" in 1st class but they're absolutely inedible - interested to know how they "cook" this monstrosity.
Goodbye Stagecoach - lets hope your replacements Abellio can improve on your service and not cover my breakfast with mayonnaise !!
Review by Heretoday2 months ago
I only really use the train to travel between Spondon and Nottingham at weekends. I'm currently sat on the train that ofcourse is late, and overcrowded being only one carriage. I'm only 5'8 and there's not enough legroom for me. Atleast be on time for once please! 🙏
Review by Coving2 months ago
Twice in the last 3 weeks have travelled first class and the service has been declassified with no tea or coffee being served.
Why are you taking money for first class travel and providing third class service. The only reason you got one star is because I had to, to submit my comments
Review by Fairtraveller3 months ago
Took the 1902 train from St. Pancras to Sheffield on Saturday 6th July 2019.
We had reserved seats but no reservations were shown at all, in our coach at least. Seats were uncomfortable, and upholstery dirty and frayed in places. Obviously well past their working life. Windows very dirty. There was no on board catering at all "because of staff shortage". Saw no train staff at all in the entire journey. I am so glad we did not pay the extra premium for first class. The train was, however, on time.
Review by Nitacvt3 months ago
A pretty terrible service on all lines. Rarely do the trains stick to the timetable, usually about 10 minute delays, but occasionally much worse. The only good point is that you can often recover the cost of your ticket when they are late, however not good when you can not rely on the company to get the train to arrive on time
Review by Széták3 months ago
We were looking forward to a first class treat on the train to London but it was a total waste of money! We'd planned to have the promised free coffee and cookies on our early morning train only to be told after the train started that there was no catering that trip. On return journey our booked seats were non existent so had to keep moving seats to find some that weren't booked by others. On top of that the toilet door was malfunctioning so after another passenger got locked in we had no toilet available for the journey. What a farce!! If you're going to charge extra for first class then at least provide a reasonably decent service or just don't offer first class at all!
Review by Tsultrim3 months ago
Currently on the 15.51 train from Liverpool lime st to Widnes, train rammed packed, only two carriages on. an explanation would be great!
Review by MaStarFurious3 months ago
Travelled from Crewe to Kirkby-in-Ashfield on 26th March 2019, and every member of Staff I engaged with both on the trains and at the stations (special thanks to the platform guard at Derby who took me personally to the correct platform), were absolutely brilliant!
Very friendly, personable and made me feel like they gave a damn about my comfort.
Would definitely recommend.
Thank you all
Review by Berns3 months ago
On the way back from London, I asked the ticket conductor to move us as a dog was sitting under my seat. I have a fear of dogs some people like them but I don’t. She wasn’t helpful at all. I had two of my children with me. And she suggested to go and find seats in another carriage. The conductor didn’t help us in anyway and just told us to move elsewhere. The women behind me found it funny as we moved because of a dog. I’ve never had a problem with East Midlands trains. So upsetting so I had to write a review.
Review by Niala3 months ago
First class tables dirty toilet leaking on floor train vibrates all way from Sheffield ti London. Dreadful go by LNER to Doncaster and on to Sheffield. Much better service, cleanliness, quality of ride and serve reasonable comlimentary food in First Class
Review by Bunni4 months ago
Absolutely the WORST EVER phone reception. Free WiFi totally useless. Logs out after five minutes and wants you to pay to get back on.
Review by Dealer4 months ago
At least migrate your customer database when changing your website so that users can login!
Review by Iphigénie4 months ago
Arrived at Corby Station today (Wednesday 17th July at 1300) to pick up a couple of first class day return tickets to London. I was abruptly told we are closed by the young lady behind the counter.
Had she agreed to serve me this rating would have been 5 stars!
I then had to drive over to Kettering to pick up tickets there. On arrival at the Ticket desk the attendant was serving a lady in a wheelchair. After 20 minutes the person in front of me gave up and went to the ticket machine. I would have done the same but always end up in a mess, so thought it better to wait. Eventually I got my tickets (after 35 minutes) my short stay ticket was extended by the attendant.
But why would you have only one ticket booth open , when there is another attendant present (who has served me previously on may ocaissions, who could have opened the other desk to serve customers?
Not what I consider to be first class service. Effectively you lack of flexibility and customer awareness at Corby cost me a return Journey to Kettering by Car and an hour and a half of my time. And annoyance at the lack of value for money. Mr Graylings Failure is apparent at all levels!
Review by EileenH Marousek4 months ago
I have travelled using eastmidlandtrains a lot between Nottingham and Bedford for the past two years. Since the updated timetable last Spring-time, I have become increasingly disappointed with the services. Travelling from Bedford is now awkward as you either have to travel before 16:00pm or after 19:00pm to get a direct train north to Leicester, Loughborough and Nottingham.Trains are often delayed going either south or north, even though the train originates at Nottingham (where I get on), and train staff hardly ever apologise for the delayed trains even though myself and other customers often miss connecting trains or buses as some delays have reached 30+ mins with no apologies.
Review by Frithjof4 months ago
We were heading down to Gatwick before we fly tomorrow to Antigua for my girlfriends birthday, but we missed our 17:59 train to St Pancras from Loughborough, managed to get on the 18:47 eventually when it arrived thankfully we had the tickets stamped at Loughborough so we could still board the train and be in first class, Chris/2767 over heard us talking about where we should go and eat for her birthday, and without us knowing, Chris came back and gave my girlfriend a bottle of wine and wished her a happy birthday from the on train team, we had told him it’s not for a few days that why we are going away but nevertheless what a true gentleman fantastic service, hats off to an amazing guy who really showed passion for his job and very respectfully. Top bloke.
Review by CustomerJenny4 months ago
The train was entirely unticketed, and so they had no way of controlling how many people tried to get on the train. The result was a platform filled to the brim with people, where you could only get on the train if you got there early. Then on to of that it was a filthy, overpacked train. Take any other route you can.
Review by Zangmo Munayyer4 months ago
They did not let us get off at our stop and we had to wait an hour for another train and buy another ticket, would not recommend for anyone
Review by Floribeth4 months ago
Horrible. Not enough seats I pay to stand for 3 hour from Nottingham to manchester. They have only 2 carriages in the entire train they try to save money and never think about costumers also there tickets are so expansive. They are RIPP OFF NEVER BOOK WITH THEM.
Review by Cyhthia4 months ago
We purchased an advance ticket as we expect it will be cheaper and paid £66.50 while the same ticket ( same day + same departure date & time and same return date & time) one 1hr before departure was for £53.00 !! Mostly, the most expensive train, ticket I never enjoyed purchasing the ticket from EastMidland Train, never enjoyed traveling on EastMidland Train, never seen the smile on East Midland train staff face, old trains, no rechargers, very rude when requesting to refund your ticket. Just avoid EastMidland Trains, I always had an issue when purchasing a ticket by mistake from East Midland, try Cross Country, try to purchase the ticket from any online except East Midland Train and you feel there is a huge difference.
I knew, they reply and make excuse or ask to contact customer service but this does not make a difference because this is not a first time not happy with East Midland Train.
Review by Stpeh4 months ago
A ten minute East Midlands Train delay caused a two hour delay in my journey over all...thanks East Midlands Trains. What will you do to put that right I wonder? I'll wait and see if you get in touch but I won't hold my breath. I've seen your reviews. The train I took this morning was supposed to be the 10.06 from Leicester arriving at Sheffield at 11.01, 10 whole minutes before my 11.11 Trans Pennine Express connections. I will now arrive in Edinburgh at 17.39 instead of 13.36. Thanks for nothing!
Review by Zackarise Durdyn4 months ago
After reading the reviews I was a bit concerned about the standard of first class so I was very pleased that my journey both ways from St Pancras to Nottingham and back was excellent. Staff were friendly and helpful. Seats comfy and carriage clean.
Only thing stopping 5 stars was the poor WiFi and the initial lack of a buffet car due to staff shortages on way back though a trolley did come round later.