Review Time
Missing my LNER Train from Newcastle to Edinburgh I took the Trans Pennine service. I didn't have a reservstion on this service but being a disabled passenger, using 2 arm crutches I was left to stand for about 45 minutes until a seat became vacant. These trains have priority seating being used by from what i could see fit, able bodied young men but none were offered by staff. I feel staff could have done more to help in locating and providing a seat for me. Standing with my disability whilst travelling not only endangers me but makes it difficult for staff serving on the train and for other passengers to get around me. A very poor experience, it's such a shame as all other trains, planes etc since my injury have been so helpful.
Dunbar to to Newcastle on 12/06/2025. Train on time, clean, comfortable, good trolley service and friendly helpful staff. Return, Newcastle to Dunbar on 13/06/2025, on time and same conditions as first journey. All in all a pleasant experience
We were coming back from a conference from Manchester to Glasgow and had a comfortable journey. The man John who manned the drinks cart was such a lovely man and had a great laugh with us as a group kept us topped up with drinks and snacks and had a great laugh with everyone on the train. Such a great atmosphere and an asset to your service
Shockingly bad service for 1st class. Do not waste your money on buying a first class ticket let alone buying a ticket with this train provider. In reply to TPE's response. I did complain, I am now escalating it to the Ombudsman. It is not the firt time I have had to do this. TPE just not fit for purpose.
It might be a useful strategy for your company to analyse all the poor reviews you get & to look at the reasons for the high percentage of poor reviews for your inadequate service. After the analysis a manager should develop a policy to both reduce the high percentage of dissatisfied customers & to liaise with other Department Mangers to set about improving the TransPennine experience. Currently your customer service is as poor as your train service. Your responses to reviews puts the onus back on the customer to go through your aggravating processes again.
Booked a train with reserved seats. The train was "cancelled" although actually passed though the station without stopping Despite them emailing to tell me the train had been "cancelled" I still had to go through an overly complicated and time consuming process to get a refund When they processed the refund they only did so for one of the tickets so had to go though the same process twice And I still haven't actually got any money back in my bank account
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