EMR Anmeldelser 823

Had the misfortune to travel from East Midlands Parkway to London St Pancras and back today (28 May 2026). Delays in both directions, travelling down we were 5 minutes late departing but 29 minutes late arriving. The journey back was just hell. Pretty much every EMR train departing STP was delayed or cancelled. Cause of delay was cited as ‘trespassers on the line’ for our service, ‘under investigation’ for others. The upper concourse at STP was completely disorganised, just a massive throng of people in 30 degree heat waiting for various trains, no proper queueing system in place. The delay for our train (18.05 to Nottingham) started at 5 minutes, but kept increasing bit by bit until eventually we left around an hour late after fighting our way through the crowd to the barriers. Got onto what appeared to be a lovely brand new train, which even had a new train smell, very comfortable seats (which of course we could not reserve in advance for reasons known only to EMR while they go about replacing their trains) and excellent air con and Wi-Fi. Sadly that is where the good news ended. The toilet door (coach A if anyone at EMR is reading this) would not close properly, kept partly closing and then stopping. Even when it was eventually closed, the locking handle was jammed so it was impossible to lock the door. Announcements were sometimes clear as a bell, but more often than not garbled and hard to understand. Then we were informed that the train would terminate at Leicester and we would have to wait for the train behind us and get on that one to complete our journey (I assume the driver had run out of hours due to the delay, although this was not explained). Train staff did their best and were very apologetic, but this will be our last visit to London using EMR. Delay Repay claim submitted, I will wait and see what the outcome is.

EMR is the worst rail company I have ever dealt with in my life. The scheduled train I intend to get every day is delayed or cancelled every single time. This is not me exaggerating: it literally happens every day. When the trains do arrive they are always dated, filthy and overcrowded. The staff are often rude. Their online customer service seem to have a policy of ignoring customers that voice their dissatisfaction regularly, despite the fact it is THEM who continuously fail to provide a basic level of service.

I travel regularly with EMR on the London to Nottingham route. It is a wonderful train company and the people who work on the route are just lovely. I'm familiar with the team who do the catering for first class and they really make a difference to my journey. I've also been on board when difficult things have happened - most recently when there was a fatality on the line. We were so well looked after by the team in those hours when we were stationary, and they made sure that we had everything that we needed - that everyone on the train was provided with water and biscuits. I was so impressed by the team's professional and humane response and how courageous they were given what they were dealing with.
The new Aurora trains are fabulous, the internet has not gone wrong since Christmas, and I can sincerely say that those hours at the beginning and end of my day make everything else bearable!
Thank you EMR. You are one of the best train companies in the UK, your coffee is fabulous, and the vegan rolls in the morning are great too. Most of all though it's your staff, including the lovely guys who fix things en route when they go wrong.

Boarded the train at 13.55 at St Pancras to depart at 14.05 , they announced twice that they was waiting for a driver then at 14.35 it was announced that the train does not have a driver and we have to board the train behind , we boarded the train behind but we had to wait until they had a driver to move the trains so that we could depart , the train was jam packed , it was announced on the journey that carriage C had no air con , we was sweltering they did hand out water but water is not cooling your body down the most uncomfortable train journey , I was fortunate to get a seat but I seen people standing all the way to Nottingham ,

First train completely cancelled, next running 17 mins late. At least 5 of their services have been cancelled this morning due to "more trains than usual needing repairs at the same time". This is now usual! They say I must have a valid ticket for my train but they don't have a valid train for my ticket. When my train finally arrived it was completely rammed, 10 of us were squeezed into the space between the doors. At every station people struggled to get off because it was so crowded. The carriages were sooo hot. No air con working. My return train was also cancelled, together with the one after that. I eventually gave up and got a bus instead. This is simply not a transport system that can be in any way relied upon.

May Bank holiday weekend, football match in London, very hot day, lots of passengers, so EMR in its infinite wisdom puts on a 5-carriage train from Leicester to St Pancras for the train departing around 0830am. Totally overcrowded, people standing along the central aisles, all totally full. Lots of excuses but no effective operational management.

Free WiFi hardly ever works. The overhead storage is really poor, you can only fit a tiny bag up there so if you have something larger it has to go at your feet.

Whilst not every journey goes to plan I’ve always found that the staff are invariably professional and helpful. EMR can’t be held responsible for events outside of their control but they are good at keeping people informed.

Excellent staff who, as there was a fatality on the line, has to explain platform changes to everyone. They did this with great good humour and politeness. A pleasure to travel with EMR.
Audrey Bevan

I use the EMR service between Loughborough and Leicester to commute to and from work 5 days a week.
The service has been steadily declining for a couple of years but recently it's gone off a cliff. Trains are late, cancelled, overcrowded and very expensive. The old fleet of trains are filthy, the new fleet break down. The delay repay system is a sick joke if you have a season ticket. The only thing staff on the platform at Leicester seem good at, is blowing their whistle as loudly as possible 3 feet away from your head when you're trying to get on the standing room only train. EMR are a disgrace.

A very serious alert to anyone thinking of booking the last train from St Pancras to the East Midlands…….dont!
EMR are truly useless with no respect whatsoever for passengers. Twice in one month they have cancelled our train within a month.
Just look at those reviews! UK government…..take this license off them, they are a bunch of shoddy cowboys with a less than 3rd world operation.
Terrible company

I echo what the majority are saying in their reviews regarding EMR. Their website for delay repay is the worst of them all. You make a claim and they don’t send a confirmation email for the claim. I phone them up and they tell me to “go to Uber”where I purchased the ticket. Which is total BS!
I make the claim again a week later, for which I do get a confirmation. But a few days after they say “we can’t process the claim because that ticket has already been submitted”. It all came to nothing.
At the end of the day they just don’t want to refund customers. Hence why they make the whole process virtually impossible.
Delayed/Cancelled trains, not enough carriages, and P**s Poor 1st class.
They’re just a total shower. Probably the worst train operator in the country, and I’ve been on almost all of them.

Great service received going from Kettering to Sheffield changing at East Midlands Parkway.
Really helpful and kind.

A member of the gate team at St Pancras train station helped us when we were travelling home. The seats could not be booked in first class, as my husband needed a seat due to disability he got us on the train first and found us seats. He was a lovely caring person

A helpful & understanding member of staff at the ticket office in Market Harborough was able to assist me after I missed my train due to traffic congestion in Market Harborough.This immediately addressed stress & anxiety arising from the situation & I am very grateful.

According to the staff at the barriers at London St Pancras (11/05/2026, 14:05 to Nottingham), EMR have a policy that prohibits staff from helping a lone mother and baby onto the train. Even if she collapsed the buggy down for them and carried the baby they said they could not help load the folded down buggy and bags onto the train. This surely is discrimination against single mothers as instructed by EMR themselves. The EMR staff became quite aggressive and followed us down the platform shouting that they could stop us from boarding the train if they wanted to, just because we thought the rules were unfair. Staff must encounter some very rude and difficult staff but taking out their stress on their most vulnerable customers is unfair. In the end they let me (sister of the mother) through the barriers to lift the (collapsed) pushchair onto the train myself. EMR should prioritise customer service training and moving and handling training for their platform staff. Absolutely ridiculous to think it is safer to leave a single mum to struggle on the platform with buggy/baby/bags than to help her themselves. Formal complaint with reference to the discrimination against mothers under 2010 equality act to follow.

Yet again they cancelled last minute.

How can you get away with so much as a business, treating your customers like they are nothing. Some people need to get to work at certain times not when EMR decides when? I use a season pass. Who is going to refund me the total journey that meant to happen this morning? Each Friday you purposely put 2 carriages on routes to Nottingham where people can't even move while standing in the aisles, bare in mind be seated.

This is one of the most expensive railway companies providing a dreadful service week in week out without any consequences and no accountability.

Do you know for the record, a trip from Rome to Milan is around 30 euros (over 400miles). You charge 10 quid for 20 miles and you don't even run that service properly. Can you see how you rip off people?

Great travel this morning with EAST MIDLANDS RAILWAY 06/05/26 on the 09:59 train conductors were lovely and the train was on-time.

Massive bell ends