EMR Anmeldelser 

Very disappointed with my experience with East Midlands Railway.

My partner and I travelled from Leicester to London on 25 April 2026 and were forced to stand for the entire journey despite paying £110.20 for our tickets. I am disabled and my partner is 64 years old, so this was extremely uncomfortable.

The train was so overcrowded that an announcement was made on board advising passengers to make a complaint if they were unhappy with the conditions. Despite this, after weeks of emails and chasing for a response, I was eventually told that no compensation would be offered.

What has disappointed me most is not just the overcrowding, but the length of time it took to deal with my complaint and the lack of consideration given to my disability and the circumstances of the journey.

Poor customer service and a very frustrating experience.

Has to be hands down the worst rail line in the land! Two train cancellations in both directions leading to missed meetings. The claims website is clearly a ploy to not compensate passengers as numerous attempts to submit a claim were unsuccessful. Filthy and outdated trains, toilet bins filled to the brim with tissue paper. Then there’s the cheek to charge exorbitant prices - you could literally write a full scroll of malpractice. I’m absolutely mortified that this appears to be the EMR modus operandi, judging by the amount of similar negative service reviews.

How regulators have not stepped in to shut this abysmal operation down is beyond comprehension. The CEO is clearly out of their depth.

To begin with we arrived at the platform three minutes before it was due to leave, after jetting it through the train station an employee called out as we approached the train “ it’s too late!” Only then when we stopped in our tracks and looked up at the board did the doors start flashing and shut, she stopped us when we could have fully made the train and told us we could get the next one and promptly walked away with no explanation, then we went to the window where the next employee was just like “ yeah yeah get the next one” which was an hour away, an hour later we are on the next train and try to explain the situation to the third employee “ We were told it would be okay to get this train” his dead eyed response “ it’s not okay unless I say so” fast forward to the fourth employee checking our tickets once again “ yeah yeah I’ve heard about you two” as if our reputations proceeded us unfavourably..honestly I don’t know if EMR employees are chosen particularly for their lack of compassion and people skills but it seems to me it must be part of the job description, we’ve decided, when possible in the future… we are taking the bus.

Went in Skegness Train station whilst on holiday to book a return train to Lincoln, the lady on the booking desk was so pleasant and helpful we couldn't let our experience go without sending an email to EMR to pass on our gratitude.

Another shambolic service from EMR trains, with the 19:19 Lincoln to Peterborough service being cancelled at 19:30, when it was already packed full with passengers on board.

Next train not until nearly 10pm.. and no replacement bus available. With the only helpful information from staff, book yourself a taxi and try and claim the cost back. Over 200 people on their phones trying to book a taxi in the middle of Lincoln on a Saturday night.

Disgusting service EMR, they need stripping of their licence.

Amazing customer service when my partner and I left our bags on a train.

The advisor contacted the train manager and arranged for the bags to be brought back to the station we got off at later the same night!

I was travelling with my elderly father - Lou, the customer host on our train, was very kind and patient. She is a star and a credit to EMR.

train from PBO to norwich and back stuck more then 1 hour. we sit in hot train. they didnt let us to open the windowws to get fresh air.
they tell us to claim delay payment. im trying to apply since march 25 and its not letting me. Even we claim through LNER but still no answer.

The quality, attention of the staff and their manner is always first rate.

The safety nets in place are superb - if you miss a late night connection, they always get you home.

It is SOOOOO much better than the old days.

Someone deserves an OBE for the changes they made'

Reported a medical emergency and received no help.

I travelled with East Midlands Railway and experienced what I believed was an asthma attack on board. I informed staff that I was struggling to breathe, had my inhaler in my hand, and received no assistance whatsoever.

The train was overcrowded with no available standard class seats. I sat in a priority seat in First Class and was charged a £15 upgrade fee. What disappointed me wasn’t the charge itself, but the complete lack of concern for a passenger reporting a medical emergency.

After a 3-month investigation, EMR concluded that the correct procedures had been followed and refused any refund or compensation. Despite my concerns being referred to management and the safety team, there was no acknowledgement that the response I received may have been inadequate.

A simple “Are you okay?” would have made a huge difference. This is not okay.

I have noticed the racism is on a rise since the incidents that have circulated the media.
I was on a EMR train from Kettering Leicester. (DELAYED 21:22 SERVICE)
A young attendant was going around with a food trolly. She saw me and kept looking to see what I was doing. I had got on near the first class and was going to find a quiet place to pray. The young lady came and saw I sat on a seat in the first class where I explained I am just going to pray and then move. She said OK and walked off but as was I getting up the lady sent her colleague to come and speak to me. The other came with a very intimidating demeanor and said I needed to move which I explained that's what I am doing. There was no need for this kind of behaviour and its concerning that there appears to be prejudices from train staff. Staff need to be diverse which does not appear to be the case here.

It has taken a great weight off of my mind knowing that I can rely on first class passenger assisstance from this company. This has given me the freedom to still be able to visit friends and family again. On 4 different journeys I was treated with friendly respect and dignity which made my journey a delight.

I want to thank the staff at Skegness on 8th June at 4pm. I was in the queue and fainted. They helped me and got me safely on the train. During the journey the ticket collector Tom made sure I was okay. Many thanks. Sheila Farr

There is no zero star to give
I am using trains almost weekly for years, but today was exceptional experience with emr staff member very rude unprofessional treating people differently based on cultural background, I stood for my rights but good luck if you can get anything sorted, you will get headache and stress and your time will be wasted, unfortunately there is many routes with no competitive train lines apart from emr, will try my best not to travel through them again, what a horrible experience.

I was working in London and whilst there i got some sad news that a friend had passed away. I was travelling on my own and was upset which I was trying to hold in but I had the most amazing train manager that could see i was sad he took the time to ask if was ok and could he get me anything it didn't take the pain away but it did make a massive difference to my journey. Thank you from the bottom of my heart. Just wish more people was like him x

Easily the most disgusting trains on the UK rail network. On the rare occasion you are able to find a seat (because they've gone with a 20/80 first to standard class ratio) you wouldn't dare sit on it. Not without a tetanus at least.

The management should be ashamed. The sooner this service is renationalised the better.

If only there was a way to do minus stars! Writing this, standing in a vestibule, again, with a first class ticket in my pocket.
Not a chance of a seat there, so glad I paid the extra. Was meant to be a bit of a treat to end a nice weekend away and maybe mean we got a somewhere to sit.

EMR has never been great, but has now slipped into 'do not use!!!!' territory. Filthy, overcrowded trains, never with enough carriages. Never used to pay attention to operator, I will now be booking with any other company, even if it costs more.

Also has the slipperiest delay repay process out of any company - a portal THAT bad must be design, not by accident, to ensure you get so fed up trying to use it, as it throws up every fault under the sun, that you give up. Still waiting in June for delay repay from a service delayed on April 1st. Thieving incompetents.

The whole operation makes me utterly furious. Nothing like coming back from some time elsewhere to a spot in the vestibule to make you feel ashamed of the whole country.

Poor staff having to deal with the absolute shambles of this operator.

Worst train operator in the UK by a mile. Should spend less money on stupid adverts and more on running a train service as prescribed.

1 star is the lowest available here, would have given less if it was an option.
Talking specifically about the EMR Connect service here, the one several thousand commuters paying record fares rely on.
Terrible service, routinely late, delayes, cancelled or cut short. Carriages are filthy inside - they're the old Thameslink rolling stock from 30 years ago.... over crowded, just total total Sh*te.
If you can avoid using EMR Connect do. It's the worst.

We travelled from Chesterfield to Derby and back with our son who use a large wheelchair. The EMR staff were at each stage to ensure that our journey was seamless. They were very cheerful and friendly and made the journey very easy and enjoyable.