EMR Anmeldelser 

I was stranded at Kings Cross station. The only route home was with EMR from St Pancras. Kings Cross was chaos - announcements couldn’t be heard and information minimal. The EMR team made regular announcements. They had a queuing system for their trains to Sheffield in place and were simply much more organised. I will definitely travel with them in future

Filthy trains, poor customer services and an absolutely awful customer relations team on the phone. They need some proper training from LNER or the likes.

Train to Leeds from St Pancreas was cancelled and we weren’t informed until 10 minutes before departure, no email, text, or notification was sent to let us know. When we found out, the staff at the station also informed us the last train back home set off 2 hours prior. We went to the customer service desk where the staff then printed off a new itinerary which added almost an hour onto the already 3h30min journey that we had originally booked and had to do 4 different changes rather than the 1 on the original journey. The first train on the journey was late to the station we needed to change at and we missed our only convection, the train after was also cancelled. This meant we were stranded in Manchester. We then checked the Trainline app and found there was a train going to Leeds from another station in Manchester. We then had to get across the city on the Bee Network and get on that train going home. We got home almost 3 hours late, and had to pay for the Underground and the Bee Network. Upon trying to get a refund for these almost £100 tickets and the extra costs incurred, we’ve been sent in circles and told to send off different forms and contact different departments. The most recent advice I’ve gotten from anyone so far is contact a different email address, which was the first email address I contacted - we haven’t even had an apology yet! EMR is an absolute joke. Almost 2 weeks since this incident, and we feel as though we are being taking the mick out of. I will be making a conscious effort to avoid EMR trains from this point on.

Jude was a massive help today, outstanding customer service, very personable and turned my bad day into a good day. Thank you.

Following my wife passing away in April I decided to take my kids to London for a few days. Booked first class as a treat for kids and both journeys appalling. On the way back the train was overcrowded and could not get a seat in first class and we had to stand all the way home in near the toilet in sweltering heatwave with my 13 year old daughter struggling with breathing because of her asthma. I complained and was told I’d be due some refund and I then sent all the info they wanted and heard nothing. I’ve since chased with 18 emails and a further complaint and no one has still come back to me it’s appalling!! Shame on you EM Trains for ruining our trip and not having the decency to respond to anything!!

Simple answer, the professionalism of the staff and their commitment to excellent customer service. I travelled from Norwich to Peterborough on one of the hottest days of 2026. The derailment of a train on the south east network caused huge delays. As a result, our journey was severely delayed. The ability of the train manager/conductor to quickly assess the situation and present passengers with alternative routes and services to their (many)destination was outstanding. His ability to clearly articulate and communicate the situation was excellent. He moved through the train caring for each and every passenger personally, assessing their wellbeing, giving advice and handing out water. His calm communicative manner kept a lid on what could have been a very fraught experience for everyone involved. Well done.

Travelling to London on the 09.13 from Chesterfield, Hollie the attendant went above and beyond to make the journey comfortable. Great service with the refreshments and very attentive. Thank uou

Terrible customer service -date 05/sep 2026. I bought a ticket from trainline, i arrived from US and was rushing to get back home on saturday evening, tubes were cancelled and so had a nightmare journey from lhr to st pancras. I reached st pancras with 5 min left for train to depart. I had trainline app showing booking, for some reason ticket would not download and the person working there would not let me go, pushed me back telling me stand back behind the barrier and download the ticket, your booking is made through third party app. I said the train is leaving, he said i dont care, he was not willing to even see my booking on the app, not even willing to show an attitude to help. He said barriers are for a reason. Was simply rude and racist. He had glasses on. Terrible human and service, need to learn how to help customers and treat them with sympathy. try understand atleast what they are trying to say and what the issue is. luckily i figured out the issue and i managed to download the ticket and get through. I would have missed my train and would have had to wait another half hour to an already long 24hr journey and another 3 hours of journey to go. To add to that the train i got on, after 20 min in the journey got delayed by 25 min which clearly that person who was blocking me could not forsee coming. Have some respect.

Brought a return ticket Stockport - Nottingham today.
The return journey was EMR. The train was late by 18 minutes. It was the dirtiest train I have ever been on. The carriage was strewn with litter, beer cans and general rubbish, the seats were very dirty. The little table on the back of the seat in front of me was filthy. An EMR member of staff made a very bad attempt at clearing some of the rubbish just after leaving Nottingham.
1 star is one too many, I would give it zero if I was able to. Words fail me as to how bad it was.

My biggest complaint is after being told I could claim a delay repay I followed the procedure only to be told my efforts would not result in any refund. This apart from travelling on a hot packed train with many passengers having to stand mainly as the result of not being able to prebook a swat as any other train operator allows.
Time for change and consideration for passengers

What a shit form is the EMR Delay Repay service. I am owed £27.00 on an outward journey and £20.50 on a return journey, and the form is NOT easy to understand/fill in even if the staff would like you to think so. They tell you there is another way you can do this by searching for and downloading a pdf to print and return in a FREEPOST envelope which I have yet to find. I have spent nearly 2 hours trying to claim money back I am entitled to on their online delayrepay scheme. It’s a sham. They clearly don’t want you to have your money back and can get away with providing a below standard service to the public

Refused my Delay Repay claim due to a pack of lies. My train was cancelled and the next one delayed by two hours. They finally rejected the claim with a bare faced lie about it being a different timetable. They even tried to shunt me over to SWR for an EMR train being delayed and cancelled! I may raise a complaint to an ombudsman if I can find one.

Fortunately the journey was for work and they reimbursed my ticket.

Called their customer service line on 22nd Aug (11:28am) after they left my partner stranded at a train station because they oversold train tickets. The male representative was incredibly rude, aggressive and when I pointed this out to him he started raising his voice at me and shouting (at a pregnant woman who is currently experiencing a high risk pregnancy), he then proceeded to talk over me without letting me add further detail to the conversation and hung up on me when I asked if I could talk yet. He left me shaking and crying because of how aggressive he was even after I pointed it out. I am still very shaken now by this whole experience.

Special shout out to Bob who was on the train from Manchester Piccadilly to Norwich at around 5pm 02/09/26; he was so kind as to phone multiple numbers for me at stations to see if they had any water/ where to get it as I had run out and was very thirty!! Very selfless and kind- I’m very appreciative, thank you!

Train cancelled. Next one not due for an hour and fifteen minutes.
£240 a month gets you cancelled trains,delayed trains, no seat, no air con, broken toilets.

I travelled on an EMR train to Nottingham yesterday evening and the experience was genuinely unacceptable. The train was in a bad state of repair, extremely dirty, and none of the toilets were working. Passengers had to get off at Grantham just to use the facilities and then get back on — how is that considered acceptable for a paid service?

I use EMR regularly and, honestly, it’s never a great experience. There are often no seats available, the trains feel neglected, and the tickets are hardly cheap. For the price you charge, the standard should be far higher.

I also travel with LNER frequently, and the difference is unbelievable. Their trains are clean, the facilities work, and the staff are consistently lovely. It really highlights how far EMR has fallen behind.

Sort it out, EMR. Customers deserve better.

A lady called Ann who’s the train manager got me to derby because I missed my train she put me and my dad and my god uncle in first class and gave us free food and drinks

My family and I had intended to travel on the 13:58, Thursday 23rd July, from Brighton arriving at 15:20, London St Pancras International, and then on to 15:35 London St Pancras International (East Midlands Railway) to Nottingham using Super Off-Peak tickets for which we had already paid.

Sadly due to a late departure from Brighton we just missed the 15:20 and had to wait for the 16:05 for which our off peak tickets were not valid.

However a member of EMR staff at the barrier heard of our plight and asked if the train from Brighton had delayed its departure. I remembered it had so the member of staff advised us to go to the ticket office, explain the situation, and ask if we could be allowed on the 16:05. We went to the EMR office near the barrier, explained what had happened and a lady there gave us a note explaining the situation to present to the ticket inspector on the 16:05.

So it all worked out OK and thank you EMR staff for being so considerate!

Couldn’t run a piss up in a brewery - if you want a microcosm of the disaster this country currently is, look to EMR. Overpriced, never on time, prone to cancellation, dirty, often poorly heated/air conditioned. No WiFi. Joke of a service. And we just allow it. Mind blowing. How much money did the shareholders make last year?

I was travelling from the North West to Skegness by train along with my 14-year-old grandson. We faced bad delays and missed the last train from Nottingham to Skegness. We were sent to Lincoln, and the station manager arranged a taxi to take us for the rest of our journey. He was caring and went out of his way to ensure we were looked after.