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.
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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
