Review Time
I would give no stars if possible. My train was cancelled. I was told I could claim the cost of the fare back which was 11.25. The site to claim compensation seems to be designed to frustrate and make it almost impossible to complete, it took me 45 mins. I received an email telling me that my claim was unsuccessful because the train was only one minute late which was totally untrue. I then appealed the decision again the process seems deliberately difficult - Transpennine is a disgrace.
The trains are okay and not falling apart like EMR and Northern trains. However, taking 3 weeks to not even respond to a support query is indefensible. I accidentally left my suitcase on a TPE train, and the in-person support was very dismissive and helpless. They told me to use MissingX, but there are no records of my suitcase logged there, since May, when I lost it. If you lose your belongings with TPE, it may be worth getting the police involved, otherwise you may have to deal with their destitute customer support.
I have been waiting since May for a delay payment of £2.64...I completed my BACs details on line but after a few weeks I was told they did not work and they would send me a cheque...I don't want a cheque...they said they would pay by Payit and nothing has happened. Then in August same problem but for £4.16...filled in Bacs they said no good and would send me a cheque..then offered Payit and....nothing...absolutely deplorable....had already been in touch with social media team on WhatsApp and same result ..nothing...lots of promises with please contact us next Tuesday four times....still nothing. And have already given my Bacs details 4 times...as I said...deplorable. In the last 7 days I have received two emails saying I will be paid by Payit within 5 days...nothing received. About 5 mins ago I received a message in WhatsApp saying I have been paid....not true. Small claims court here we come....
Honestly they are totally bad people, there trains never turn up and there delay repay procedure is atrocious. A Automated service that tells you to go website then hangs up. My train was cancelled due to a fire on the track, I got a email confirming it's been cancelled also it was in Manchester evening news.They refused my claim, I spoken to customer services said I had to apply a refund insteadI frigging did that and got refused againAvoid them at all cost, Edited, there reply number doesn't even work, Still bad, but worse now, making out like they did the right thing when they clearly have not. I missedmy comic con, two loads of tickets for a show i couldn't get to.But the thing is if they actually told us the train was cancelled and instead of leaving sitting on the train for 45 minutes, we might of gotten there.They knew about the the service disruption from 10.30My train was at 12.11.I checked the service disruption sitSo no excuses Avoid them at all costs if you don't want to be ripped off!
Purchased tickets in March and opted to have them posted for an additional fee. They did not arrive. Contacted customer services and was given an absolute astounding response.Apparently Royal Mail 1st class post now takes 11 days, and once posted I needed to contact Royal Mail as Transpennine Express had fulfilled their part of the contract.What rubbish!!!I was advised to purchase the tickets again, and claim a refund. I was told the refund would be in my account by May 2nd….After contacting customer services on countless occasions, I am still waiting.Four months and counting.
I travelled First Class with TransPennine Express from Newcastle to Liverpool on 30 December 2024, expecting the advertised onboard catering. Instead, we spent four hours with no food or drink available — not even items to purchase.The train stopped at major stations like York and Leeds, yet no effort was made to restock or inform passengers. I was travelling with my 13-year-old nephew as a Christmas treat, and by the time we arrived it was 1:30pm — neither of us had eaten.When I complained, TPE’s customer service was dismissive and robotic. Their responses focused on disclaimers like “subject to availability” rather than any accountability or apology for such poor planning.They offered a token refund - not for the inconvenience or ruined experience, just the fare difference between Standard and First Class, and couldn’t even acknowledge that four hours without food on a premium ticket is unacceptable.TransPennine Express talk about “First Class comfort,” but my experience was anything but. Poor communication, no transparency, and zero sense of customer care.
Used the grimsby to manchester then airport service. Coming home from Turkey our train left Manchester on time but terminated at Sheffield with no help,co-ordination or a kiss my arse. We then was told to wait at the bus station for a bus to coach to never arrive. We then had to use our tickets to get to Doncaster on our own for you lot to then make me and my partner squash into a taxi with 2 other strangers. Should of got home at 6pm, we finally arrived home at 4 am. Since then I drive to the airport, never never never trust you to keep my family safe!
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