Review Time
Our train from Sheffield to St Pancras was cancelled and we were on a time limit to get the Euro Star at Kings Cross St Pancras. We had to reroute to Derby to catch a direct train. A EMR manger based at Sheffield overheard us and went out of his way to make sure we got the connecting train at Derby. As my daughter had the baby, buggy and suitcase. She was the one that needed to connect for the Euro Star. James went out of his way to make sure we caught the train. He even rang St Pancras to make sure she was met and helped to the Euro Star. James went above and beyond to ensure we were taken care off. He is a credit EMR. Wonderful person and a good example of good customer service. Thank you James. You are highly appreciated. Five Stars.
The most expensive and most abismal service. It costs at least £100 return from sheffield to london and almost every journey is delayed, cancelled or has “no seat reservations” despite booking your ticket weeks in advance. It offers wifi but doesn’t provide it, various staff have openly said “oh it never works.” Or “if you want WiFi then get a train from Doncaster.” The rudest response I got was from a man that told me “I had first world problems.” Every single time I get an EMR service it’s a disaster. Packed into the train like caged animals stood up for 2-3 hours on a train travelling faster than a snail. Absolute joke. There are no railcards or discounts for commuters that travel from sheffield to london - only if you’re a student or over 65. Daylight robbery, train travel is more efficient, clean and comfortable in a third world country. You need to do something about it.
Heartfelt thanks to the representative for her kindness during our conversation today. I truly appreciated her assistance with my concern, as I was feeling quite anxious. Her compassion brought me to tears (a bit embarrassing 😅), but the world certainly needs more people like her!
Good luck navigating their website - IT'S A NIGHTMARE! Want to file a claim for a delay or cancellation? They seem determined to make it as challenging as possible! We require more information about your ticket to process your claim. Enter your reference number, enter your password, are you a robot? Here's your ticket. Want to modify your ticket? Please log in. Enter your email, enter your password, are you a robot? Your ticket is processing, cannot change details. View your claim history. Please log in. Enter your email, enter your password, are you a robot? AT THIS POINT I MIGHT BE... Seriously, do yourself a favor and avoid this service if possible.
On Saturday, 6th December 2025, I was in Lincoln. We took a train back to Retford around 8 or 9 PM. Two staff members were particularly helpful to me and my partner at different times. If it weren't for one of them (I believe his name was Wiliad) asking if we were heading to Retford, we might have missed our train. I just want to express my gratitude for the excellent service we received.
I wish I could rate this dreadful train company lower than one star; why are they still allowed to operate? I recently purchased a ticket to travel from one city to my home station. I was waiting on the platform when they announced a platform change, then simply CANCELLED. The station staff were incredibly rude and indifferent when I asked them about the next train, as if my question was an inconvenience. After a long wait in the cold, I attempted to submit a claim for the delay, but their system was uncooperative. They approved my claim, but then failed to pay me. It's frustrating to deal with such poor service.
As pensioners traveling with our small service dog, we had an acceptable journey to our destination, although we had to ask some passengers to leave our pre-booked seats. Thankfully, we had packed a lunch. On our return, we were informed at the station that we were in someone else’s seats (which was incorrect), and this happened not once, not twice, but THREE TIMES. The ticket agent was very helpful, confirming our seats and finding accommodations for the other passengers. Kudos to her, but the confusion was frustrating.
They cancelled the train I was on without informing me until after we passed my stop. This isn't an isolated incident; in my last ten trips, they've either been significantly delayed or overcrowded to the point that movement is impossible. Thank you for your overpriced, delayed, and cancelled service.
The train was cancelled without any prior notice or alternative transport provided. I ended up spending £100 on a taxi for a journey that should have been covered by my monthly ticket, which cost £278. I arrived 90 minutes late to work, on top of the hour I was already late the previous day due to more delays.
On Saturday, 6th December 2025, I was in Lincoln. We caught a train back to Retford around 8 or 9 PM. Two staff members stood out for their assistance at different times. If it weren’t for one of them (I think his name was Wiliad) asking if we were heading to Retford, we might have missed our train. I just want to express my gratitude for the excellent service we received.
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