EMR Anmeldelser 

Train was cancelled leaving myself and my daughter stranded and when trying to claim money back customer service was non existent. Quick to take your money but any issues don’t bother - it’s a waste of time.

Absolutely disgusting experience with EMR Rail. Arrived in Manchester and got on what felt like a medieval train. Completely overcrowded, people crammed in everywhere, no space to move, and honestly felt unsafe the whole time.

The train itself was dirty, outdated, and just grim. For a UK rail service, this is embarrassing. It genuinely felt like being shoved into something you’d expect in a completely under-resourced system, not something you’re paying good money for here.

No comfort, no organisation, no basic standards. Just stress and frustration from start to finish. Another thing to consider before deciding to give your hard worked money on it!

Toilets closed at the station. Toilets out of order on the train. Trains an absolute mess. Slow as hell.

If I could leave less than 1 star I would.

The model for how a railway franchise should not be run.

Be late most of the time.
Cancel trains at the last minute, almost daily
Roll out the same excuses every time. Often just be short of staff.
Ensure your trains have half the carriages they are meant to especially after a cancelled train before that.
Charge exorbitant prices. Increase them regularly.
Be 30 -40 percent more expensive than Euston lines just because you terminate at St Pancras.
Treat your passengers like criminals. In the same breath apologise for a cancelled train and inform of the extreme penalties for not having the right ticket.
Be militant. If you're a ticket checker think that you are a member of an elite Navy seal SWAT team.
Have distain for your passengers.
Make sure the toilets are regularly not working.
Just be poor day in day out and charge a fortune for it.

We had an early morning business trip from Cleethorpes to Nottingham and were told that there had been a cable theft overnight and the train had to terminate at Lincoln.
The EMR guard said he would update us at Grimsby to say how our onward journey was possible.
He spoke to EVERY SINGLE PASSENGER to explain what had happened and after an update at Grimsby came back and again told EVERY SINGLE PASSENGER how to make their onward journey...he gave the times and train and platform numbers to each person.
This employee was called Dan and he works out of Lincoln Station...our thanks to you once again for being truly amazing to EVERYONE so early in the morning...you're a Superstar

I just wanted a cycle reservation! The lady the day before , yeah no problem .
It took the guy 10min and still couldn't get one for me , nearly missed the train !! All these trains yet no training for staff ! Hope I don't get kicked off the train again , this is getting boring !!

For gods sake don’t go on a long journey because you’ll be asked to scan your tickets more times than you’ve had hot dinners , when you complain with the fact you haven’t moved seats and it’s the same ticket you are told it’s there systems which aren’t integrated. What about doing what other train companies do and ask for tickets from people who have just joined the train.

Lovely cheerful ticket examiner on the train Newark to lincoln. She explained an error we had made and found a solution for us....lovely customer service....Great attitude....very positive experience.

On April 16th, i was travelling home from London, on the Eastern mainline... so via LNER. Due to a tresspasser on the line, the whole LNER network was suspended... and due to a couple of medical emergencies, the train I was on had to return to Peterborough. There was an EMR train to Lincoln... closer to Newark Northgate, where my car was. So I, along with several others, used this service - despite not being EMR customers as such. The train manager, Diane, was absolutely fabulous, checking everyone was ok and ssking if any connections had been missed. She organised taxis for those of us who needed to travel on from Lincoln - past midnight, I might add, and sayrd with us until those taxis turned up, almost an hour later. She, and her colleague Luke, kept us informed, and kept us company, despite it being after the end of her shift, and in intermittent rain. Again, let me re-iterate.. we werent her customers - but she made sure everything was sorted for us, including escalations to her control centre. Truly outstanding customer service, totally above and beyond. Diane, thank you so much!

Sadly I am only able to go as low as one star!

Where do I begin.. on just one journey

Obnoxious Guard (who's Primary duty is revenue protection obviously)

Sold a fare, train cancelled

Two months later still waiting for a refund

Had my card company deal with it

Every reply taking twenty working days

avoid at all costs

That's just one experience.. plenty of other bad reports

Me and my family were stuck for 2 hours due to signal errors and was told we would have to travel 45mins to the next station to get a bus back to our connection station to then wait for another bus service to take us to the end journey. we decide rather than waiting another 2 hours for these trips we would get off at the stranded station and get a taxi home. When claiming for compensation this was declined due to them having no information of the train being delayed. 2 hours we were stranded at the station and every train from the next station with signal error were delayed for the rest of the evening yet not record of this!!! Appealed and waited 2 months even though they said 14 days for the same out come!! Avoid

I tripped outside Derby train station and fractured and dislocated my shoulder. I decided to take the train to Cardiff where I could go to A&E.
The station staff were absolutely brilliant, taking care of my luggage, holding the train for me and ensuring I was comfortable. Restors my faith in human nature!

First class help from driver and ticket collector when trains were cancelled at Liverpool line street 😁

I traveled with EMR to Liverpool and had passenger assistance and it was probably one of the best journeys I’ve ever done. I’m a regular on EMR trains but this journey was made by the absolutely excellent staff! I had assistance from my home station to carry my luggage and help me onto the train. I was met at the next station and the next until I got to Liverpool. I was treated with kindness and dignity. They didn’t make me feel like a burden, just chatting with me and welcoming. I was wheeled to a taxi rank and helped to my taxi. I had the same excellent service on the way back home and a four hour journey with changes just went smoothly for a woman who struggled to walk on some days and tires easily. I can’t express how grateful I am to the EMR staff for making my journey safe and for supporting me so excellently.

Every Friday it’s takes incident I think it’s a big lie
It’s just ridiculous how the operating

The policy of making everyone queue for gates and trains unnecessary is offensive. We are not cattle. Let us on the phantom and onto the train. Don’t make us stand there like insults to optimise your departures. You service is vastly worse than when the previous operator ran this line. Wish I lived somewhere else

Trying to buy a ticket online is a nightmare! I could travel at anytime so wanted to know the cheapest time to do so. The choosing and buying process is inefficient, not transparent, confusing, non-conclusive and time consuming. I emailed to explain my circumstance and ask for help. I received an answer almost a month later by which time I'd already travelled. I ended up buying a ticket in person and even then, the two ticket sellers thought different things re how to optimise having a Network card and if I hadn't questioned I would have ended up paying a lot more. Truly diabolical service.
Oh and then the printed ticket QR code didn't scan properly and so the ticket gate attendant had to let me through - not very convenient.
The trains, although almost on time, were shabby and dirty. Some platforms don't have step access.
The price is really high compared to other train lines.
A big let down to the rail network and I would say a clear case of profit over service. Bring back publicly owned British Rail!

I am giving up on EMR. Since all seat reservations are now suspended between London and Nottingham Sheffield due to the new trains, and all of these trains are routinely too short for passenger numbers and madly overcrowded, late and cancelled altogether, and for this you will struggle to pay less than £70 return?? And don't get me started on the line between Norwich and Liverpool... 3 carriage trains at a weekend anyone? No responsiveness to likelihood of severe overcrowding, trains stuck at stations while they ask "volunteers" to get off so the train can leave (I'm getting out, I may be some time")... I feel sorry for the poor staff forced to cope with this shambles, it is moral injury for them as they can do so little. Terrible service planning. No coordination with delayed trains causing missed connections. Renationalise now!

When I was on a train terminating in Crewe in February, I lost my suitcase and never heard anything back after that…no one would rob a suitcase that wasn’t worth much anyway so the cleaners must have taken it. Also…yesterday my girlfriend, who is fifteen and turning sixteen next month, accidentally told the train to cleethorpes’ ticket inspector that she was sixteen and then corrected herself saying she was fifteen. The ticket inspector then took her to the back of the train and began recording her saying “last chance to tell the truth” and “I have all your information. People make mistakes and hopefully she made one that cost her HER JOB. She got off in Newark so that her mom can prove to the rude ticket inspector that she was telling the truth and the ticket inspector repeatedly told her to ‘piss off’ because she knew she was wrong. Also…if she had all her information she would know that she is infact 15 only nearly 16. She also asked her what she was doing in Derby and Birmingham which had absolutely nothing to do with her. She was described as a blonde, white, Middle Aged (about 40) years old woman.

We often use east midland train to derby/east midland parkway. The service getting worse. Most of the time we have seat reservation, it cancel once we got into the train ( it always said seat reservation not available). Lately the train cancelled and we had to stand and no spave to walked along the corridor at all. My husband travelled by himself and bought the 1st class, but the train cancel, so everyone got into the 2nd one. He complain but only got £30 back. They should really strict to the passenger to seat according to their seat number and dont take more passenger if no more seat ( unless they speciall carriage for passenger who buy no seat at all). Please respect people who buy the ticket with seat.