Eastmidlandstrains Reviews 

What an absolute farce east Midland trains are. More often than not trains are cancelled and most of them people don't find out until they arrive at the station. Awful awful trains as well. East Midlands trains your advert is so misleading. The trains look absolutely nothing like the ones you perceive in the advert. No tables, no plug sockets. The seats are horrendous and uncomfortable. You get the choice of sitting with 5 other people (seats are in rows of six) or two seats. It's honestly like getting on a bus. The trains before the god awful ones that run now were so much better and more comfortable. Again ADVERT IS MISLEADING!!!!! Also staff who have no idea what is going on. I went to get a train a while back and i knew it was cancelled before the staff did. They had no idea about the cancellation. Seems to be an ongoing issue with EMT.

Rude staff, reluctant to help. Told it wails be fine to board the earlier train with my ticket when I was at the barrier. Got on the train and was told to depart at Market Harbour at wait for the next train. The conductor was less than understanding.

I lost an item on one of their trains. I tried calling the lost property department twice and was repeatedly put on hold. I asked for a callback twice and they failed to call me back.

Firstly boarding information said first class at front of train, but was actually at the rear of train had seats in carriage G seats 20 and 24, carriage was very dirty food, rubbish on floor had to wipe seats as mess all over them, the trolley dolly just went passed and blanked us, left his manners in toilet i think , not a pleasant trip considering it was first class , lots of improvements need to be made or best still someone else gets next franchise

I caught a train from Matlock to Matlock Bath at around 16:25 on 1st June. I put a £10 note into the ticket machine and bought 2 adults and 2 child tickets, the machine took the note but then didn't receive the tickets and I couldn't get the note back so I had to put more in the machine. Female staff member on the train was extremely rude, telling me to get on the train because they were 2 minutes late not even giving me a chance to explain, the way she said it was very rude. My friend knocked on the window to tell her what happened and all she did was shrug her shoulders as if to say not my problem.

I was unable to board my train because of overcrowding. I had a pre-booked seat reservation. I was assured I would be refunded. The refund process involved charging me a £10 admin fee, even though it was entirely EMR's fault that I could not travel. So they not only cancelled my journey (forcing me to make alternative arrangements) but charged me for the privilege. The follow-up process was useless. Truly hopeless.

Lhabib (Customer Welcome Host) has just been amazing, as we missed our train to Sheffield.
So helpful, polite and generous. Thank you Lhabib.

My disabled daughter was travelling for the first time on her own from Bognor to Kettering via St Pancras and due to this appalling companies service the first train was too late for her to catch her connecting train. She decided to catch the next train but came across a 'man' who (after looking her up and down) dismissed her distress and although my daughter tried to explain that their train was late thus making her miss the connection, he would not even listen to her and continued his aggressive, snarly attitude which absolutely terrified her. The 'man' on platform 2 at St Pancras continued in his refusal to let her board the train and was not only unhelpful and rude but inappropriately aggressive with this slight 19 year old disabled girl struggling with luggage.

Despite the fact that it was the train lines fault she could not catch her connection they made her pay £52.00 to buy a replacement ticket for onward travel which she had already paid for!

As a result my daughter is now unable to travel by train on her own and has flashbacks to the unfortunate dressing down she received from the 'man'.

When I called to complain - the protracted process for getting any kind of redress or refund was explained together with the usual corporate apology of "I'm sorry if she felt upset" (no actual apology for the disgrace of an employee who bullied a small vulnerable disabled girl (who despite being 19 presents as much younger).

Avoid this company if you need any assistance - particularly if disabled and East Midlands Trains needs to teach male staff not to bully and harass the disabled. Had to give one star as a rating but they deserve none.

Avoid - avoid - avoid - there are some great train operators out there - this is the worst and clearly not bothered about putting passengers in fear - when they are clearly young and struggling.

I am not happy that your company caused me so much stress I left on the 9 may 2022 to visit Skegness we got as far as Boston railway station we was promised there would be buses waiting by 1pm and our train would get there at 1-10pm we arrived at the station.
On the platform we was told over the footbridge or via the level crossing.
I had to walk 600 yards with luggage and this caused my asthma to flare up and the stress a member of the public help me more than your staff
On Tuesday about 10pm at my hotel in Skegness I was unwell and had to be rushed into Lincoln county hospital and had to end my holiday ruined by your company.
I got a train from Lincoln railway station back to Northampton this was on 11th may 2022 I couldn't go back to Skegness due to I didn't know how long I was going in hospital.

Many thanks for ruining my holiday

Increasingly poor service from East Midlands Rail, which doesn't really have any excuse, particularly in the context of rising train fares. The fact that tickets cannot be refunded when well in advance of a journey is a disgrace. On top of this, in many recent journeys I have booked seats in advance, only to find the online booking system is broken, which means none of the seats are reserved, so it's suddenly a scrum to get a seat. This makes no sense. Letter and number the carriages as normal and people can find their seats. There is also rarely any refreshments offered, so you can't even get some water. It is far past time these companies were held to account. They need to invest in improving the service and not in cutesy advertisement campaigns to cover up the shambles.

I love EMR they are always on time. Travelling from Beeston to London 18:16 train on 9th May 2022. The 1st Class Service is great. The cabin crew Nicky was always smiling, very friendly and approachable, always offering snacks. I felt well looked after and safe. The train drivers announcements were always very clear with a kind tone to his voice. Will almost certainly be using EMR again and again. Thank you!

The reason for this feedback is pacifically for a man called Peter who works on the trains.
I travel with EMR and I am 100% satisfied,
But this day the 3rd May i was traveling with a friend to London, on our return from London we found a very rude lady in our seats I said I had purchased our
tickets on the 30th of April and she replied well i purchased mine today and turned away from us. I found this EMR guy whose name is Peter and he sorted the problem out in seconds, he moved us to 1st class with all its extras , he was a very caring guy. Thankyou Peter for your kindness and curtesy on the 3rd of May 705pm train from St.Pancras to Nottingham

Poor.
Had lost my wallet so was unable to pay on board for ticket. staff made me leave the train at next station. I had my 6 month old with me . I offered to give me name address email etc .
On return home I rang customer services who were absolutely disgraceful. Complete contrast to Trent Barton - I witnessed a chap unable to pay ( unsure why) give his details and able to ride

I booked a ticket for my 76 year old mum about a month in advance unfortunately she took Ill on the day of the journey. I thought there is no way off getting a refund for her but I was very wrong. I emailed them 1 hour before her journey explaining what had happened and within an hour I had a reply saying they would refund her minus an admin fee. She was over the moon and very impressed

An embarrassment and joke of a train service. Incompetent and rude staff, extortionate prices and trains that leave early or are delayed for too long and are crammed.

Absolutely awful service today! Bought my ticket from Derby to Carlton with a stop in Nottingham. Journey details was platform 1C. Asked the platform assistant and was told 1C. No train turns up. Went to customer service and was met by a very rude and arrogant Fran! She told me although the ticket was the same price from Derby to Carlton I’d been given a ticket from Derby to Nottingham and no refund was going to be given! She then went on to say ‘well, don’t you check your change in a shop? Same goes for your ticket’. Disgusted with her attitude!

Service was good but really shocked by the filthy covers and headrests on seats. They were so disgusting I sat upright for 3 hours in an attempt to stay away from them. Never seen a train carriage so filthy. Why???

Quite possibly the worst railway provider ever, Trains are always late and never on time not to mention dangerously overcrowded due to lack of carriages which is always an issue. Always quick to take your money but not provide a good service it’s the worst I’ve ever known the network since East Midlands Railway have taken over !!! They want the franchise taken off them. Couldn’t run a p*ss up in a brewery !!!!!

If I could give a review with no star I was going for it. This train line should either be improved or closed! They are just dumping people into trains!

The most embarrassing experience ever, never came across such an embarrassing service. Never mind carriages were extremely dirty, I missed very important meeting because train stopped for 40 minutes with no explanation whatsoever and than changed final destination. Shame I didn’t read reviews before I bought ticket for EMR service. If you read this, spare yourself nerves and frustration and DO NOT USE EAST MIDLAND RAILWAY EVER!