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Darcey Rowley
Transformed Travel Experience: A 5-Star Journey with East Midlands Railway
Diving into my recent journey with East Midlands Railway, I am thrilled to share a different perspective that showcases the exceptional quality and service I experienced. From the moment I stepped onboard, I was greeted by friendly staff who ensured every passenger's comfort and safety during the trip. The spacious and well-maintained carriages provided ample seating, allowing passengers to relax and enjoy the journey. Unlike some past experiences, I was delighted to find that the reserved first-class seats were indeed honored, offering a luxurious and peaceful travel environment. Complimentary beverages and snacks were served promptly, adding a touch of elegance to the entire journey. Overall, my experience with East Midlands Railway exceeded all expectations, and I highly recommend them for anyone seeking a reliable and enjoyable travel experience. My journey was truly elevated thanks to the exceptional service provided by EMR, turning what could have been a mundane commute into a memorable and delightful adventure. J
Jasmine Marshall
Transformative Experience: From Frustration to Freedom
Embarking on a journey with East Midlands Railway was once a source of sheer dread for me. Each trip seemed like a gamble, fraught with delays and disappointments that left me questioning the very essence of travel. The exorbitant prices coupled with the lackluster service made each ride a test of patience rather than a pleasant voyage. However, amidst the chaos and frustration, a silver lining emerged. The consistent unreliability of the trains became my catalyst for change. I resolved to take matters into my own hands and pursued obtaining my driver's license, a decision sparked by the countless subpar experiences on the railway. The irony of it all is that these challenging encounters ignited a newfound sense of independence within me. What was once a symbol of inconvenience transformed into the driving force behind my personal growth. As I navigated the roads with newfound freedom, I realized that sometimes the most trying circumstances can lead us to the most liberating discoveries. While the journey with East Midlands Railway was riddled with setbacks, it ultimately propelled me towards a brighter path. I remain hopeful that one day England's railway systems will reflect the efficiency and reliability found in other parts of Europe. Until then, I am grateful for the transformative experiences that have reshaped my perspective on travel and propelled me towards a future filled with newfound freedom and possibilities. G
Ginu K
A Journey of Disappointment Turned Lesson in Resilience
Reflecting on my experience with eastmidlandsrailway.co.uk, I encountered a series of unfortunate events during my frequent travels between Wellingborough and Luton Airport Parkway. Despite meticulously planning my journeys, I faced two cancellations, two delays attributed to traffic light faults, and even a breakdown mid-route. These unforeseen circumstances led to five days of arriving late to work, causing frustration and disappointment. Navigating through these challenges, I discovered resilience within me that I never knew existed. Each setback became an opportunity to adapt, persevere, and remain composed in the face of adversity. While the journey was far from flawless, it taught me valuable lessons in patience, flexibility, and the importance of having contingency plans. Although the experience may not have met my initial expectations, I emerged stronger and more prepared for future travels. While the cost may not have been insignificant, the personal growth and newfound resilience gained from this journey are truly invaluable. This experience, although riddled with obstacles, has ultimately shaped me into a more adaptable and patient traveler. D
Daniel Liebscher
Exceptional Service Recovery and Compassionate Care: A Testimonial for East Midlands Railway
Embarking on a journey with East Midlands Railway was an adventure filled with unexpected twists and turns, yet the outstanding customer service I received truly saved the day. Despite the initial delay of the outgoing train, which disrupted my plans, the staff went above and beyond to ensure my comfort and safety. Not only did they promptly arrange for an alternate train, but they also handled the transition seamlessly. Upon my return journey, another hiccup arose as the train stopped prematurely, leading to a bus transfer. Faced with the challenge of my bike not fitting on the bus, the East Midlands Railway team demonstrated exceptional empathy and resourcefulness. They quickly coordinated for my family to pick me up, ensuring that I reached home safely and without further inconvenience. I am deeply impressed by the dedication and care exhibited by the East Midlands Railway staff. Their commitment to resolving issues swiftly and with genuine concern for passengers' well-being is truly commendable. Despite the initial setbacks, the exceptional service recovery and compassionate care I experienced have left a lasting positive impression. Thank you, East Midlands Railway, for your unwavering commitment to customer satisfaction and for turning a potentially stressful situation into a testimonial of exemplary service and care. N
NG Morgan
An Unforgettable Journey with East Midlands Railway
Embarking on a train journey with high hopes, little did I know that my experience with eastmidlandsrailway.co.uk would be one to remember. Upon arriving at St Pancras, confusion clouded my expectations as platforms were inadequately signposted. The hunt for clarity felt like searching for a needle in a haystack. As I waited at the EMR terminal, the lack of clear boarding instructions left me stranded, relying on the goodwill of a platform staff member who hurried me onto the train with mere minutes to spare. Accessibility became a major concern, with the rushed boarding process proving challenging for those with physical disabilities. Finding my reserved seat was a disappointing affair, as the cleanliness and comfort level fell short of expectations – sitting in a wheelie bin might have been a preferable option. The inconsistency of seat reservation signs added a layer of frustration to an already underwhelming journey. Witnessing a fellow passenger being reprimanded for boarding the wrong train highlighted the inefficiency of live announcements, leaving passengers reliant on auditory cues. As someone on the autism spectrum, the lack of clear communication and structure disrupted my day, leading me to reconsider future travel options. In the realm of business travel, reliability and efficiency are paramount. The derailment of my plans left me contemplating alternative modes of transportation, even at the expense of environmental concerns. The prospect of traveling the night before to ensure a stress-free commute seemed more appealing than facing another unpredictable journey. Despite these challenges, my experience with East Midlands Railway serves as a poignant reminder of the importance of seamless travel experiences. May this feedback spark a positive change, enhancing the journeys of passengers to come. D
Douglas Bateman
Transformed Travel Experience with East Midlands Railway!
Embarking on my journey with East Midlands Railway has been an absolute game-changer, providing me with a new perspective on train travel. Amidst the hustle and bustle of my daily commute, the consistency and punctuality of their service have truly stood out. Unlike the unfortunate experience of a slight discrepancy with the train schedules, every moment with East Midlands Railway has been a testament to their unwavering commitment to timeliness. The efficiency and accuracy of their operations have not only restored my faith in train travel but have also alleviated the stress typically associated with commuting. With each ride, I find myself embracing a renewed sense of reliability and dependability, showcasing their dedication to providing a seamless and hassle-free journey for passengers. As I look forward to my future travels with East Midlands Railway, I am filled with gratitude for the transformation they have brought to my daily routine. No longer will I worry about missing crucial connections or facing unexpected delays; instead, I can embrace each journey with confidence and peace of mind, knowing that I am in capable hands. Thank you, East Midlands Railway, for not only meeting but exceeding my expectations in every aspect of the travel experience. Your commitment to excellence sets a shining example in the industry, and I am proud to be a part of your passenger community. J
James
Turning a Setback into a Heartwarming Journey with EMR
Embarking on my journey with eastmidlandsrailway.co.uk, I encountered what seemed like another frustration with their service. I vividly recall the evening of 5th January 2024, as I eagerly awaited my train from Langley Mill to Attenborough, with plans to switch at Nottingham Station for the next leg of my trip to Leicester. However, just minutes before the train's arrival, an unexpected announcement disrupted my plans – all stops between Nottingham and Leicester were canceled, and the train was heading straight to Leicester. Feeling perplexed and stranded, I approached the Customer Service room seeking assistance. Despite the initial disappointment and the prospect of a 90-minute wait for the next train, an unexpected turn of events unfolded. Determined not to be deterred by this setback, I decided to explore alternative options. Taking matters into my own hands, albeit at my own expense, I opted to leave the station and catch the tram, forging a new path toward my destination. In the aftermath of this ordeal, I submitted a delay replay claim, hoping for some form of compensation for the inconvenience faced. To my dismay, the claim was rejected, leaving me disheartened and questioning the fairness of their assessment. It felt as though my efforts to reach out and seek understanding were overlooked, adding to the frustration of the situation. Despite the challenges encountered, I choose to see this experience as an opportunity for growth and resilience. While the journey may have been riddled with unexpected twists and turns, it also served as a reminder of my ability to adapt and find solutions in the face of adversity. As I reflect on this journey with EMR, I am reminded that amidst the setbacks lies the potential for unexpected moments of resilience and self-discovery. C
Cynthia
A Heartfelt Testimonial for East Midlands Railway: A Lesson in Compassion and Empathy
I feel compelled to share my recent experience at St. Pancras station on 23rd January 2024, while interacting with the staff of East Midlands Railway. Despite encountering a challenging situation with my ticket, the way it was handled left a lasting impact on me. Upon realizing my ticket issue, I approached the staff at the station, feeling frustrated and anxious. Despite my initial distress, two members of the team, a white gentleman and a blonde lady, responded with a dismissive and cold attitude. Their lack of empathy and understanding only added to my confusion and dismay. As minutes turned into an hour of waiting in uncertainty, I couldn't help but feel out of place and neglected. The sense of being ignored and overlooked deeply troubled me, especially when it seemed like my concerns were being disregarded based on superficial judgments. Just when I thought I had hit a breaking point, an Asian staff member intervened. Although his tone was stern, he eventually took the time to look into my situation and realized the miscommunication regarding my train time. In a rush, I was finally allowed to board the 21:15 train. This experience, although challenging, serves as a reminder of the importance of compassion and understanding in customer service. While mistakes can happen, it is how they are rectified that truly defines a service provider. Every individual deserves to be treated with dignity and respect, regardless of the circumstances. Reflecting on this incident, I urge East Midlands Railway to consider this feedback as an opportunity for growth and improvement. Training in empathy and effective communication could make a significant difference in ensuring that no passenger feels marginalized or mistreated. In conclusion, I believe that we can all aspire to do better, to be kinder, and to show understanding in every interaction. Let's strive to create a more compassionate and inclusive environment for all. C
Clive Tiney
EMR Service: A Disappointing Journey Filled with Inefficiencies and Frustrations
Transitioning from anticipation to sheer disappointment, my experience with East Midlands Railway (EMR) was nothing short of a disaster. The chaos commenced with unclear departure instructions, leaving passengers to board any train in a haste, leading to confusion and disarray among travelers. The malfunctioning escalators at St Pancras, though not EMR's fault, added to the turmoil, especially for individuals struggling with cumbersome luggage. Navigating through the inadequately managed queues, it was evident that EMR's staff lacked organization and efficiency, ultimately leading to misallocations and lengthy wait times. As I finally boarded the overcrowded train, my hopes for a comfortable journey were dashed as I was ushered to 'just get on,' disregarding my First-Class reservation and leaving me grappling with both limited space and unhelpful staff. The absence of assistance for passengers with onward connections further highlighted EMR's lack of customer-centric approach. Standing throughout the journey to Sheffield, missing my subsequent connection, and witnessing the company's indifference towards stranded passengers painted a dire picture of EMR's customer service. To compound the issue, the minimal compensation offered for delays fell short of addressing the inconveniences faced by travelers, be it the discomfort of prolonged standing, missed connections, or the general mistreatment on board. The convoluted EMR website and inadequate complaint process only exacerbated the overall dissatisfaction, reflecting a systemic failure in addressing customer feedback and concerns. In a market teeming with competition, the subpar experience with EMR serves as a cautionary tale, underscoring the importance of customer-centricity, efficiency, and accountability in the realm of railway services. As a passenger left stranded and disheartened by the shortcomings of EMR, I urge both the company and potential customers to heed this testimonial as a testament to the need for substantial improvements in the realm of rail travel experiences. M
Michael
A Journey to Forget
Reflecting on my recent experience with eastmidlandsrailway.co.uk, I find myself compelled to share my heartfelt feedback. The journey from Sheffield to London was anything but pleasant, filled with unexpected challenges that left me utterly disappointed. As I boarded the train, I was taken aback by the overcrowding. Passengers were crammed into every available space, with luggage strewn about haphazardly. Even the sanctuary of first class was no refuge, transformed into a chaotic scene that detracted from any semblance of luxury. The conditions on the train were far from ideal; a foul odor emanated from the neglected restroom, permeating the air and creating a sense of discomfort. To add to the frustration, the promised Wifi service was non-functional, leaving passengers disconnected and dissatisfied. Attempting to address my concerns with the staff only led to further disappointment. Instead of offering assistance or genuine understanding, I was met with dismissiveness and a suggestion to explore alternative travel options in the future. But what about the present moment, for which I had paid a premium for first class accommodations? The lack of available seating and the degradation of the first-class experience into a chaotic environment left me questioning the value of my ticket. Why offer tickets without ensuring adequate seating? Why allow premium spaces to devolve into a disorganized mess? Given this regrettable experience, I am compelled to reconsider my choice of transportation for future journeys. The convenience of driving may indeed be a preferable alternative to enduring such subpar conditions again. M
Mrs Gillian Jones
A Journey of Disappointment to Raise Safety Concerns
As I reflect on my experience with eastmidlandsrailway.co.uk, I am compelled to share my journey from St Pancras to Chesterfield, marked by disappointment and safety concerns. Our anticipated train was unexpectedly cancelled, leaving passengers uninformed and stranded. Herded onto the next train, we faced a chaotic scene – no reserved seats, overcrowding that left no room to move, and a distressing sight of a gentleman with a broken leg left lying in the crowded aisle between carriages. Amidst this discomfort, my elderly wife urgently needed the restroom, but the path was obstructed by the overwhelming crowd. Despite her repeated attempts, reaching the toilet became an impossible feat. Sadly, the lack of accessibility led to an embarrassing incident where she was unable to hold on until our destination. Throughout this ordeal, neither at the station nor on the train did we receive any form of apology. This disregard for passenger well-being is unacceptable. Feeling compelled to take action, I have reported this distressing incident to the Health and Safety Executive, emphasizing the blatant safety hazards present during our journey. In times like these, where safety should be paramount, the treatment we received from the company was nothing short of a disgrace. It is my hope that by sharing this experience, attention will be drawn to the importance of passenger safety and comfort in all aspects of travel. Let our voices be heard to ensure that such incidents are never repeated. P
Paulo Henrique Heidemann
Unlocking the Journey: Why I Long for More Train Choices from Leicester to London
As a fervent traveler, I am no stranger to the woes of relying on a single railway service, much like eastmidlandsrailway.co.uk. Despite my past attempts to highlight their shortcomings, the disappointment persists unabated, serving as a poignant reminder of the need for improvement. Delays have become a constant companion, exacerbated by the distressing trend of undersized trains that force passengers to endure the discomfort of standing throughout the arduous journey to London. However, the true impetus for this review stems from a frustrating encounter with their Delay Claim process. While purchasing tickets with ease using MasterCard or Visa, the subsequent refund policy exclusively favors Visa cardholders, an exclusionary practice emblematic of their overall deficient customer service. From spotty WiFi signals to a general lack of quality, the grievances against this company are as plentiful as the unfulfilled promises of a smooth travel experience. If only there were alternative train services bridging the gap between Leicester and London, offering a reprieve from the exasperation that seems synonymous with eastmidlandsrailway.co.uk. P
Patrick
Donna Goes Above and Beyond at Corby Station
As a frequent traveler with eastmidlandsrailway.co.uk, I cannot speak highly enough of Donna's exceptional customer service at Corby station. Her genuine warmth and eagerness to assist stood out as she not only helped me but also went out of her way to guide my son towards our awaiting train. Donna's proactive approach and kind demeanor truly made a difference in our journey that day. It's heartwarming to encounter such dedication, and I believe that her outstanding service reflects positively on EMR as a whole. Thank you, Donna, for making our experience memorable and enjoyable. T
Tom
Going the Extra Mile: A Customer’s Journey with East Midlands Railway
Embarking on a journey filled with anticipation, my experience with eastmidlandsrailway.co.uk took an unexpected turn. The train I was scheduled to board from Chesterfield to Manchester departed earlier than advertised, causing an hour's delay in my travel plans. Disappointed by this unforeseen circumstance, I sought recourse through the delay repay program, only to find limited options for recompense when trains depart prematurely. Despite reaching out to customer service, my attempts to address the issue were met with silence. The lack of response left me feeling unheard and frustrated, wondering about the accountability and commitment to passenger satisfaction. However, amidst this setback, I found solace in the well-connected network of alternative train services that efficiently catered to my needs. The seamless transition to these reliable options not only salvaged my journey but also highlighted the importance of responsive and customer-centric transportation providers. As I reflect on this experience, I am reminded of the value in seamless travel experiences and proactive customer support. While challenges may arise unexpectedly, the dedication to addressing them promptly and effectively truly sets a service apart. Moving forward, my trust and loyalty will be directed towards those who go the extra mile to uphold the essence of quality service and customer care. R
Richard Fox
Transformative Customer Experience!
Let me share my journey with East Midlands Railway. Initially, I faced concerns with cancelled trains, faulty equipment, and overcrowded carriages, mirroring the frustrations of many. However, amidst these challenges, I discovered a silver lining. The dedicated staff consistently impressed me with their professionalism and commitment to service excellence. Their unwavering positivity and genuine care uplifted my spirits during each commute. Despite the lack of modern amenities like USB slots, what truly shines through is the human connection fostered by the remarkable team onboard. It became evident that these individuals are the backbone of EMR, striving to provide a safe and pleasant journey for passengers. While acknowledging the room for improvement, I witnessed firsthand the untiring efforts of the staff to ensure a smooth travel experience for everyone. Their genuine dedication shone through the chaos, transforming what could have been a mundane ride into an opportunity for human connection and empathy. Kudos to the staff for their unwavering commitment and service excellence, even in the face of operational challenges. This experience has truly redefined my perspective on train travel, highlighting the importance of genuine human interactions in enhancing customer satisfaction. Thank you, East Midlands Railway, for this transformative customer experience that goes beyond the mere journey from A to B.
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