EMR Reviews 

21.05 from St Pancras to Nottingham, 1 July, cancelled AGAIN. Third time this has happened to me recently. So everyone crowds onto the Sheffield train. I have to get to Sheffield and then take a train back to Nottingham. It's late, I'm tired. Because the train is so crowded 1st class (which I buy because I want some peace and quiet and a table to work at) has a group of 6 blokes with 2nd class tickets, making a hell of a noise, drinking and shouting. When I asked the train manager about this she said there was nothing they can do. So why do I pay extra? Shall travel 2nd class from now on. Seriously annoyed (me, not her).

I don't normally bother but I thought this time I would try delay repay. Logged into my account, filled all the details in, worked out how to change a photo into a JPEG, submitted ... "Invalid Access" whatever that means. Tried again. Same result. So more time wasted.

Will someone PLEASE nationalise this useless train company?

This was, I think, my first experience of EMR - but it'll be my last. My husband and I booked a return ticket from Manchester Oxford Road to Cambridge. We were concerned that we may not get a seat on the train because there was no facility to book seats, but it turned out that there was plenty of room when we boarded. However, as we pulled into Nottingham, the conductor made an announcement that if we were proceeding onto Norwich (which was where the train terminated) we had to move into the front two carriages. This announcement came not in advance of the change, but as we actually halted at the platform, so were all scrambling through the train to the front two carriages, to secure seats.(Most train companies give you such information as you board the train at the start of your journey - not EMR; they wait until it's most inconvenient.) Meanwhile, passengers were trying to board - and get seats - at Nottingham. Effectively, they reduced a 4-carriage train to a 2-carriage one. Anyway, we managed to secure seats together, however, on the return journey a very similar thing happened: we were told as we pulled into Nottingham that we had to change trains. There was a train waiting for us on platform 3, we were told. There was - but it was already well packed with passengers who'd been allowed to board it there! So, once again, there was the scramble for seats. My husband and I each got a seat, but not together. Lots of people had to stand, and it was a very unpleasant journey. When we then looked at reviews of EMR, we found that they frequently do things like this. There are clearly lots of very dissatisfied customers. To those who've complained in their reviews that they've struggled to claim delay repay, I advise them to pursue it and to refer the matter to the rail ombudsman if EMR don't respond favourably to your complaint - only with such evidence of ombudsman-referred complaints can the rail regulator take action. Some people wrote in their reviews that EMR disputed that the train had been cancelled or delayed, so try taking photos of the arrivals board as soon as you get off the train, or of the live train progress on your phone, which should show the time the train arrived at each station. We weren't delayed enough for us to claim delay replay - but, if we had done, I absolutely would've pursued the matter until I received what was due. You have to be resolute and determined when dealing with companies like this, and don't be fobbed off with false information. If we need to make the same journey - Manchester-Cambridge - I'll do it differently in the future. I've found that, if you go onto the TrainSplit site - which is a good company - you can use the filters to exclude specific train companies from the search for journeys. It might involve changing once or twice, but I'll do that any day, rather than travel again with EMR! Their trains are old, uncomfortable, and barely fir for service. Their concern for customer comfort seems to be zero.

An utterly appalling service

From Leicester to London, we had to stand all the way because there were only 5 carriages rather than 10 on the train. The air conditioning wasn't working, the toilets weren't working.

The way back was even worse, the train broke down shortly after leaving the station. The air conditioning and toilets weren't working on a boiling hot day.

They had to send an engine out to push up into West Hampstead, then wait for a connection to Kettering and then another delay back to Leicester. It took 5 hours to get back to Leicester instead of the standard 1 hour 1 minutes of a direct train.

An utterly miserable experience. Never again.

we booked with this company and we didn`t really knew what to expect but they did impress , from the punctuality and quality of their tour guide well spoken , friendliness and great spirit they made an unforgettable experience for us. we thank you for everything . we will see you soon again , back in October

Rude staff. Nuff said.

We're very grateful to EMR for making our journey successful. We had challenges of a late arrival of a previous train, an accompanying dog to look after, hot weather and non-flexible tickets. But the EMR staff were extremely helpful, flexible and kind in assisting us to sort things out. We were able to make an important appointment through their efforts.

1 star is a star too much. Absolutely dreadful experience. Overcrowded. Late. No seat reservations. Excuses galore. I’d say never again but what choice do we have. EMR proves again that private companies cannot provided, nor come anywhere near providing, a services worthy of the ridiculous train fares we have to pay.

I paid over £80 for an advance single (i.e. not booked on the day of travel) between Chesterfield and London. Not only is this frankly ludicrously expensive for a one way ticket, there was absolutely no functional WiFi on the train, so I was unable to do any work. Shamefully expensive for the service

“Deep passenger frustration. Reviews heavily criticise the service for frequent delays, significant overcrowding, high ticket prices, and a complicated, lengthy refund process.” Unfortunately I’m not surprised, I experienced all of this and still have no refund.

Never fail to let you down. Always late probably the worst train line in the uk whenever I can avoid using them I do and when I have to use them I make sure I never pay for a ticket as I’ll be eligible for a refund either way. Shocking company

I travelled 1st class St Pancras to Nottingham on the 11th June 2026, A young lady names Kaori served me in the train and she was superb, smiling and good old fashioned service made a real difference to my journey, I am 79 and she took really good care of me.

As our LNER service was cancelled we had to use EMR to get home and they were very helpful. The staff kept us well informed about onward travel and making arrangements.

I have been travelling on EMR trains to London for over 20 yrs & this is my first review as it has never been so bad or so expensive. Constant delays, cancellations, no seats, being shouted at, AC not working etc etc all for an ASTRONOMIC cost, how is this legal or allowed? I will now be driving to catch the train from Tamworth to London, as I wld rather do that than give them a penny more. It’s honestly inhuman the way they treat customers.

Truly appalling. Decided while I was on the train that it would no longer stop at my station, forcing me to get off in a different city and spend £40 on a taxi, and then refused my Delay Repay application because it wasn’t a delay. It was worse than a delay, it was the complete failure to deliver me to my destination at all. This doesn’t even seem to be an out of the ordinary experience with EMR. EMR need the franchise to be removed from them as soon as possible. Next time, I will book with LNER and change trains, just to avoid EMR.

This railway company is scandalous in the way that they conducted themselves in our circumstances.
My wife and I made a journey using our two together railcard.
Part of our return journey, on an EMR train, was delayed which caused us to miss a subsequent connection. Our eventual end of the days' travelling was 58 minutes late.
It took well over an hour of our time to complete the delay repay claim due entirely to the totally bleeding useless EMR website.
I got an amount back, half of what I should have received, for just me. The claim for my wife was rejected.
I wrote a detailed response on their website but was unable to send it . I tried to ring, so that I could complain verbally, but the waiting time, with bonkers accompanying music, was far too long.
I gave up with the idea so that I could restart getting on with the rest of my life.
The whole EMR delay processes are set up, in such a way, that you could die from old age before you might get sorted but there is no certainty that anything positive will occur.
They are a total disgrace !

Train was mildly late, but driver was highly communicative and apologetic throughout, which was really appreciated. Understanding that issues can occur that are out of the hands of the driver, but also feeling acknowledged on how this affects my journey is the perfect approach. Beyond that a comfortable and easy ride from start to finish.

This was my first time ever using an East Midlands Railway (EMR) service, and I have to say I was quite disappointed.
We are in 2026, yet the train I travelled on felt very outdated. There were no charging sockets, no Wi-Fi (not even a paid option), and the overall experience wasn't what I expected from a modern railway.
The trains are clearly very busy, with lots of people relying on them every day. Investing in better, more comfortable trains would make a huge difference to passengers' experience.
EMR often talks about the rail industry losing around £200 million a year to fare evasion, but improving the quality of the service is also part of encouraging people to choose rail and feel they are getting value for money. �
East Midlands Railway
If you look at how Greater Anglia has transformed its fleet over the years, the difference is remarkable. Modern trains with power sockets, reliable Wi-Fi, improved accessibility and more comfortable interiors have significantly improved the passenger experience. EMR should aim to follow that example.
I understand that new trains and refurbishments take time, and EMR has started introducing new and refurbished trains on some routes, but many passengers are still travelling on older rolling stock without the facilities that have become standard elsewhere

Customer support that doesn't support the customer.. you phone them up and they refuse to help you, because you have to do it apparently, but you can't do it as they have issues with the website, but try in half a week to a week. Pathetic..

Traveling by EMR to and from Nottingham on Friday 26th June. The service was shocking every train was badly delayed or cancelled. I witnessed vulnerable members of the public be left to fend for them selves trying to get home. It was very upsetting to witness and a disgraceful the lack of custermer service and safe guarding from EMR. From this experience alone they should loss the franchise. Zero star service. EMR you are a Disgrace.

I am a terrible traveller at the best of times .A few weeks ago I called into Lincoln Station to" see how things work " We need to travel in the near future but my husband is now very unsteady on his feet and the prospect was genuinely causing me sleepless nights. A very nice member of staff approached and asked if she could help, she was so kind, understanding and helpful and explained everything to me ( ramps etc).I was so relieved by the end that I dissolved into tears, and the lady even gave me a hug !!!! bless her. E.M.R get a lot of criticism, but staff at Lincoln are amazing and deserve credit. A beautiful Station, very clean with plenty of staff willing to help. Fantastic service E.M.R.Lincoln and thanks again