Grand Central Rail Reviews 

As an individual with carer , using the Passenger Assistance system, we were looked after perfectly. The staff enquired as to our needs & comfort. They also arranged for us to alight a stop early & be taxi to our final station, destination, when they realised that no one manned that station after 7.pm

Please if you must travel don't use grand central train
29

Trains need updating. Toilets questionable and carriage was cold

Trains were on time. Coaches clean enough. Power points worked. Friendly professional service and staff. Good choice on buffet cart.

Grand Central are very bad when anything goes wrong. They say they will pay compensation if a train is delayed by more than 1 hour. But as others have said they try to wriggle out of their obligations with flimsy unjust reasons.

My train from King's Cross to York was delayed for about 2 hours, and I received an offer of a Delay Repay claim in the Trainline app. I did everything they asked - I sent a picture of my ticket showing the price, and gave all the details like ticket type, number, cost and booking reference. But Grand Central Rail just emailed saying “feel that the ticket information that you have provided is not complete” without any specific explanation. This is unacceptable—if the company truly intends to process claims fairly, they must provide clear, detailed guidance on exactly what documentation passengers need to provide. Rejecting claims without proper reasons just makes passengers angry and wastes our time.

Journey started off with a mass rush to get on the train due to other trains being cancelled, then getting into York and picking up a load of drunk arse holes who made the journey unbearable with not one of your staff doing a thing about them playing music swearing and shouting at everyone, it was embarrassing to see your staff work past them and not say one word to them, especially the ones vaping.

Really enjoyed my trip, the train was on time, clean and the staff were polite and cheerful. Couldn’t ask for more.

After an overcrowded and cramped journey with another train company, with no contact with the train staff, it was a delight to change in York to relaxation in the extra legroom of Grand Central and to be helped by friendly train staff from the region and in addition the placing of the seats means better views from the windows.

The train was late arriving at the destination causing me to miss my connection to get me home.

Train cancelled and delayed didn't get to the destination no extra information and was left stranded with no information. Having an anxiety attack didn't help so had to pay for a cab to get to the destination, why spend money for a train but to have customer service not doing their job. You think paying for a taxi is helping? Or the fact customer service treated my anxiety for me as not listening but still no real customer service even asking for a manager guess what she said "their all gone" and they would say the same thing so there's no rules and everyone thinks the same? If that's the case then no one has a brain for themself or just don't care.

If your looking to travel on this service please don’t go first class it’s absolutely ridiculous no hot food or sandwich’s go with other rail services as you get complementary hot food morning breakfast afternoon lunch and evening a dinner pay for first class what to sit in a slightly bigger seat it’s a joke

Always a pleasant journey with Grand Central and very lovely staff.

5*
Great price, staff really helpful and despite leaving slightly late i arrived in plenty of time for my connection in York.

Train left on time and arrived near enough on time. Seat reservation worked. AC worked on a hot day. The conductor was pleasant. Only significant negative is that the overhead luggage rack was too small and shallow.

Due to a slight delay because of a backlog of trains on the line and an unexpected staff shortage the conductress on our Grand Central train went above and beyond her job requirements to ensure everyone was properly looked after and kept updated throughout our journey!

Terrible train company do not use !!! No wi fi to order drinks, broken machines that won’t make an hot drink !!! Cold beer please no worries!!! Oh the fridge is not on !!! So it’s a warm beer then in the height of summer !! What a shambles oh and to cap it all outward journey 20 minutes late Do not use Grand Central because there’s nothing grand about it !!!

On time , very clean , polite and very informative staff

Overall we had a good experience although the train was a few minutes late, this didn't impact us, this could have been a problem if we had to make a connection. Trains are comfortable and clean but the luggage space is limited, especially as the overhead shelf is not very deep. At the point of booking you aren't always allocated seats together even though they are available. I had to phone and ask for the seats to be changed which was done without any issues. Pricing is very reasonable depending on dates/time of journey.

Staff so friendly and helpful. Great prices compared to other companies. Seats very comfortable. Office based staff provide excellent customer service.