Review Time
The new timetable change is absolutely shocking. You could barely manage with the level of congestion and delays before, now every single train I have been on is late.
Your Mk4's are always full and standing. Whoever made this decision with the new timetable needs to give their heads a wobble and go back and start again!
recently travelled to Liverpool with this rail line and upgraded to First Class for my return journey. Unfortunately, at the end of the trip, a staff member knocked into my foot quite forcefully with the service trolley, causing injury.
Because I had a connecting train to catch, I didn’t properly check the damage until I got home, where I found visible bruising and swelling. I contacted customer services immediately and was told to email details and photos, which I did.
Three weeks later — and after chasing for a response — I have still received no reply. The lack of communication has been more disappointing than the incident itself. Accidents can happen, but ignoring a customer injury report is unacceptable.
Very poor follow-up and customer care.
After years of not using a train, my recent journey started at Edinburgh, and unfortunately, I had to stand all the way to York. As someone with disabilities, including fibromyalgia and anxiety, this was particularly challenging. Despite purchasing my ticket days in advance, I couldn't find an available seat. To make matters worse, I encountered an unpleasant fellow passenger. On a positive note, I did raise my concerns with the ticket collector, who kindly helped me find a seat.
After years of not using a train, my first journey was quite disappointing. I boarded at Edinburgh but had to stand all the way to York. Being disabled with various health issues made it extremely challenging. I booked my ticket days in advance yet couldn't find an unreserved seat. To make matters worse, I encountered a very rude passenger. Thankfully, after I complained to the ticket collector, he managed to find me a seat.
My father and I traveled on the 09:15 service from Leeds to London Kings Cross on Tuesday morning, and again yesterday on the 12:33 service back to Leeds. The staff in standard class coach B were incredibly helpful! We look forward to traveling again.
On my trip to Leeds on Friday 28th November (first class), I was informed there was no food available as soon as I boarded. I then waited 45 minutes for a drink, which only came after multiple requests from passengers. The return journey on Sunday 30th November was the worst I have ever faced. After being informed of disruptions, I received notification that the train was canceled, yet just 15 minutes before departure, the train was leaving as scheduled. I had trouble accessing my first-class seat and was told by staff to either board or miss it. The train was so overcrowded that accessing the toilets was impossible, creating an unsafe environment for everyone. To add to the frustration, the train manager announced that there were passengers from multiple services aboard, yet still asked people to move to vacant seats at the other end of the train. It’s concerning how so many were allowed to board.
As a new user of the platform, I found booking my tickets relatively easy, though there was a bit too much information on each page, complicating the process. I appreciated the text reminders containing details about platforms, delays, and where to stand for my booked carriage. Overall, good communication after booking. Thank you!
In November 2023, I booked and traveled first class return from Newcastle to Kings Cross with my grandson as a treat after my wife's passing. Our trip was delayed due to an incident on the tracks. By the time we returned to our carriage, our reserved seats were taken. I managed to find a seat for my grandson, but I had to stand the entire way back. Despite staff seeing my disability, no assistance was offered. By the time we reached Newcastle, I was in severe pain, which lasted for days. Based on reports about the treatment of disabled customers, I feel like we are just seen as a problem.
I traveled first class on the 0728 service from Grantham to King's Cross. As a disabled veteran dealing with chronic pain, I found the staff to be incredible. This isn't my first positive experience; they always show empathy and understanding. Today, when I struggled with my pain levels, a staff member kindly offered to refill my hot water bottle for relief. I will always speak highly of this service as a frequent user. Special thanks to a staff member who went above and beyond to ensure my comfort.
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London North Eastern Railway is one of the UK’s leading long-distance train operators. Our services link London King’s Cross directly with many destinations in the East Midlands, Yorkshire, North East England and Scotland operating on a 936 mile route.
We operate 155 services a day and help more than 19 million passengers reach their destinations every year. For further details on our train times and fares, please visit www.lner.co.ukSee more
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