Review Time
Very bad company. Very bad service. My train from Manchester to Warrington Central was delayed for 39 minutes on the 21 February 2026. I claimed the refund. They have simply lied me in return saying it was less than 15 minutes. Because of that delay I was late for the next tran which was from Warrington Bank Quay to Euston. It was night time, I was traveling with my child. The company refused to pay me back anything.
Booked first class for our once in a lifetime experience to Thailand, so we booked First class on Trans pennine only to be messed about with cancellations, cannot really trust trains anymore, I'm in the process of my money being refunded (thanks for the stress) and for keeping the £4.99 booking fee why should I be left out of pocket for your incompetence!
If my review was for the Wattsapp group then this would be five star. However, the DELAY REPAY TEAM do not deserve a single star. What a corrupt team who use every false reason to reject a delay claim when their own company cancelled a train very last minute, caused huge inconvenience and then deny any delay compensation. I have been given every excuse such as robots rejecting it, that I have already claimed (not true) and that they have already paid the money (I wish). How many other customers do they do this to? I have now spent endless time on the phone chasing this up and it is now in the hands of the ombudsmen. I am deleting my TP app & will never ever use them again, bunch of crooks
I was travelling to Redcar Central. About 30 minutes into the journey, I went to use the disabled toilet but when I went to leave, the door wouldn't unlock. I have severe claustrophobia and was starting to really panick. I screamed as loud as I could and pressed the alarm but nobody came. When we pulled into Redcar, the driver came out and managed to free me though this should have been done by the train crew. Thanks a lot TPE nearly went to the depot.
I really wish I had checked this first - before giving TransPennine Express a penny of my money! What was meant to be a valentines break was turned into a shambolic pharce as a result of TransPennine inept service. Embarrassing, dirty and just not necessary! 19/2 in response to TPE reply below. A complaint was raised on the day 13/2. It’s been x6 days and you have not reached out once. Hence the choice to put onto TrustPilot. Your complaints process is just pitiful as your actual rail service and customer service provision
Had to cancel my trains due to a fire in a tunnel, as changing trains at Manchester meant we would have missed a family event. I unfortunately missed the refund date deadline due to illness. Contacted their customer service department and they have kindly offered a full refund so really grateful for that. Well done!
Bid for a ticket through Seatfrog, first time travelling first class with TPE and it will be my last, not worth paying any extra money for. The seats were far more comfortable in 'coach'Very little space on the seat, very uncomfortable seat, offered hot drinks and biscuit - nothing else. Anyone was getting on and sitting in first class - don't bother spending any extra on upgrading (the word upgrading is doing a lot of heavy lifting). This company and others - such as LNER are world's apart. But good lesson for future travel.
I've used this line twice in the last two days and I'm never doing it again.Both times used, the train has been delayed well over 15/20 minutes meaning I have missed my connecting trains!Trying to get through to the online service chat is worst than useless.
Don’t rely on the trains. Don’t rely on the trains to be on time. When they aren’t on time, don’t rely on getting the promised delay compensation. Don’t rely on buying a ticket to a destination and that destination not getting cancelled without even an announcement on the tannoy. They really are infuriatingly difficult to get in contact with and get your money back from. If they weren’t the only train company that operates in my area I wouldn’t use them. I’m furious, and not for the first time with them trying to get a refund from their tight, money grabbing fingers. Shameful.
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