West Midlands Railway Reviews 

Having read earlier reviews it seems hardly worth adding my comments. Suffice it say their customer service is terrible constantly saying how busy they are but does it really take four months to resolve my claim for injury when at Great Malvern the train doors closed on me when trying to leave the train causing me to fall backwards and bang my head causing mild concussion.

Hardly be on time. It’s never been like this but lately from last few months West Midlands railway has become crap. Like i used to travel in trains instead of buses because trains were so reliable but now they gone worse. I must mention 2 trains here
West midlands railway 7:35 service to kidderminster. Everyday they are late . Either they drive slow or they get late at work everyday. Ridiculous
8:15 trains to redditch are the slowest ever trains or either drivers

Awful company with unintelligible pricing strategy and surly rotten staff.

As a monthly flexi pass holder travelling for work I was shocked when I loaded my pass to find 2 unused tickets had been wiped off. I was fined on the spot and appealed. The app does not show dates used and they can’t even prove. Anyone else had this issue

Yet another disgusting level of ‘service’ from this absolutely disgraceful company. More delays yet again this morning leaving my son stranded and not being able to get to college for lessons at Hereford 6th form college. I would be embarrassed to work for West Midlands. They are so incompetent, unreliable and just plain rubbish. The cancellations and delays are endless. A total disgrace.

If I could score a minus I would, on Monday 24th November I travelled from Cheltenham Spa to Wellington Telford, my company purchased the ticket, so at Cheltenham due to my hearing issues and short sight , I was reassured by a nice Railway Guard that my Ticket was anytime single and I could catch an earlier train from Cheltenham to Birmingham New Street, once at Birmingham I boarded the next train to Wellington, this is when my experience went downhill rapidly, I was asked by a Revenue Protection Officer for proof of ticket, who then informed me that I was on the wrong train, and should have been on the Tansport for Wales train, no matter how much I explained what I had been told , he surely could tell I was not a person who jumps on trains without paying, or realising my final part of my journey was not a WM ticket, he issued me a penalty fare of £100 + £14.50 fare. I then appealed the appeal service twice. So if you travel on the West Midlands Railway, do not make a mistake, because even if you travel on a Disabled Railcard , they just don't Care.

I got the very first train out of Liverpool south parkway I had to change at Stafford at 07:09 to get my train to euston at 07:14. At the stop prior to mine the driver failed to stop and the designated stop therefore delaying everyone onboard whilst had to wait a long time at the crewe whilst they got the other commuters who missed their stop taxis . I was due into Euston at 08:34 it is now 09:47 and we're sat still on the tracks no even moving with no estimated time of arrival . Totally unacceptable.

How can you justify letting hundreds of people on to an already full train, people were being trampled and squashed and still you kept trying to get more people on the train!

Trains are always delayed and frequently cancelled. On top of this some of the staff are quite rude. Would not recommend and would advise to use alternative travel if possible.

The company is simply unable to do its job. Trains are constantly delayed or canceled, with an endless list of excuses every time. The information provided about these disruptions is often inaccurate, both at the stations and on their website, making planning a journey incredibly frustrating. The only thing they seem to do reliably each year is raise their prices. Overall, a very poor and disappointing service.

Credit where credit is due. West Midlands Railway truly deserve recognition in the way they responded, and handled, my recent customer service issue. My train was delayed by an hour and therefore I was due compensation. The claim process did not going according to plan. However, the customer relations advisor (James Rattray) resolved everything in a timely and satisfacory way. A HUGE thank you. I shall continue to be a loyal customer as a result.

I needed to get to Heathrow for a flight and the first leg was 06:43 Liverpool South Parkway to Runcorn. SImple eh? But the train operated by West Midlands was delayed, with no info given why, and no expected arrival time. I got the next possible train and overall delay was more than an hour. So I went for compensation. After a lengthy attempt to understand their lamentable web process, I submitted a claim. Many days later they came back saying they had no evidence of a delay. So I appealed. This time they said they refused by clauim as I hadn't spoilt my ticket. The need to do this is well hidden in their guidance. Moreover why didn't they say that the first time round? I conclude they are incompetent slippery charlatans without the skill to even keep a record of their failed services.

They cancel my train on late notice

I would give it zero if possible
I retired 12 months ago and used to travel from Malvern to Birmingham. The service was disgraceful with constant cancellations and late running. All the time the foreign owners were taking dividends. The mouth piece CEO trying to make excuses while collecting his fat salary. I had the unfortunate news to use it this week first time in months. True to form train was delayed and then had to terminate in Bromsgrove. The station closed no help and nowhere to shelter . Train home the doors would not open so could not get off at my stop. A total shambles nothing changes. No compensation just emails saying they would look into it. An absolute disgrace.

Asked for ticket, would not scan although it had fifteen minutes earlier, instant aggression it's ok but you will have to face revenue enforcement at Worcester, really when I have paid for a ticket!!!
Then asked me today for feedback which was 15 minutes worth of data collection with a sign off that said we have big plans of 2025 you will have to be quick and with the quality of staff on display you are not going to make it. Thought tfw were bad....

Cancelling trains because of a lack of staff that call at Longport station that is only served by WM trains on a hourly service is totally unacceptable and will drive away passengers like me

Absolutely disgraceful journey
Nuneaton to Euston Saturday morning 1st November around 10.15am. Train arrived late. Told by platform staff to go to end of platform as there were 13 carriages with plenty of room at either end. Total lie. All carriages were full to over flowing. People like canned sardines. Just a out managed to get on. Packed to the limit. So hot. Train then stopped at Rugby and Milton Keynes where even more people attempted to board. Surely someone should realise the train is already so overcrowded that it is a danger to health and safety. No let's squeeze more on.
I have never experienced a journey like this before.
Travelled by train on the continent often. They put us to shame. You get a seat , they run on time and are clean and tidy.
If I can avoid this company in the future I will.

These people are thieves. My journey on the 14th of October 2025 was supposed to leave Euston Station at 01:39. The train was delayed for over two hours. It was finally cancelled, and they ordered taxis for us to get home. I left Euston about 03:45am. Arrived home about 06:00am. I applied for my rail refund, and they refused. They said that they could not find my journey that was delayed by more than 15 minutes. The cheek these people have is outrageous. They had a whole train delayed by about two hours and then cancelled it and lie that they cannot find any such delay shows how despicable this service is. Use them at your own risk! They even limit how you can present evidence to prove that they are lying.

Gave me the wrong fine category for a missing railcard ( that I had paid for, but the railcard guys had not sent in a code for over 4 days). Then I couldn't appeal it properly because the officer had said something to me (that i just needed to upload the railcard), but the online appeal system kept rejecting the appeal. I guess she wasn't trained (was acting like she was in a cop movie tho)

I hope WMR rots for harassing people and trumping up penalties to pay themselves and their rich overlords

I’m sure anyone reading this will be aware of the sheer incompetence of West Midlands railway. Sunday 26th October 2025, trains between Northampton and London Euston cancelled since 7am due to ‘overrunning engineering works’. No information, no alternatives. Northampton station jam-packed with frustrated, tired passengers. What an absolute joke. If the government is serious about getting people out of their cars and on to public transport, they need to step in pronto and take the franchise away from this bunch of clowns!