EMR Reviews 

Absolutely disgusted with EMR with their awful system of delay repay plus with them being unable to find you seat or booked seat with having a low mobility or hidden disability. I am not happy

Who you employ for the lincoln train station at night, like the people who work the gates need a raise and a months paid holiday. Because the general kindness of them restores my hope in humanity. I strive to one day be as helpful as your workers there. If you ever read this and you work the gates, I appreciate what you do and you are so amazing.

What others said. I'm just here to help their rating. It's bad when you consider yourself very lucky if they bother to actually run their trains.

Lucky to get a 1 star, overcrowded coaches meaning people miss there trains and not refunded like they legally supposed to, absolute shower of 💩

Another less than one star here - £232 per month for what should be a short single stop journey, rarely on a weekend, wouldn't risk it, so many delays and cancellations, left with no service or replacement bus once during high heat for over three hours, and the hoops to jump through for compensation for people who do work for a living and have already been sucked dry of time and energy by them clearly is not fit for purpose (copy that phrase to your clipboard), as well as overpriced refreshments which should be complimentary after all the above, and lack of air-con in high heat, no supervision stopping people from blocking untaken seats, and in the 21st Century (yes it is) never an acceptably reliable and free (at source that is) wi fi facility, but as they say, la plus ca change, and nothing gets rewarded like failure, drops mic....

Must be the worst railway company in U.K.
If not then I pity other residents!!
Trains filthy, cannot put correct number of carriages on train to suit the number of passengers.
Trains cancelled at short notice and passengers treated like cattle.
As for customer service, as good as non existent.
If this is privatisation then can’t re nationalise this shambolic company fast enough.
Avoid at all costs.

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!