Review Time
I travel the Sheffield to Manchester Piccadilly and pretty much always travel 1st class. Twice in a row now my trains have been delayed. The first time I was told I was eligible for a £4.80 refund. The second time was around 45 minutes delay due to waiting for a member of staff to arrive at Sheffield. I’m told that I’m eligible for a £20 refund. I fill out the forms and then told I’m only eligible for £10. Not only that; they make the refund process so difficult on purpose and every single time they ask for further information. They know you’re due a refund but they know that if the process is complicated then people just don’t bother.
I travel 1st class now and have always had a good experience. 13.09 Glasgow to Manchester Airport today 23 January 26, experience elevated by Norma, our on board host, she was so friendly and kind and kept up a constant flow of drinks and snacks. An asset to your company.
I dont even know where to begin - Recently my Girlfriend was coming through to mine regularly due to unforseen circumstances. I drive so i usually go down, she does not, and living over an horu away, we thought that her getting the train would be the best option. Spoiler - it was not.Monday - We wake up to see her train has been cancelled, so she had to get the later one which as a result meant she was late to work. That night, her return train was delayed by 15 minutes which meant she had 2 minutes to run to another platform to make her transfer as if she didnt, she wouldve had to wait 45 minutes in a freezing cold train station. Tuesday - The train there was fine, her return however was delayed by over 30 minutes, meaning not only was she sat on a train that was not moving for 30 minutes of her day. She also missed her layover. This meant she missed her transfer, and had to wait 30 minutes for the next train - bear in mind this is early January in the north of England, it was freezing.Wednesday - First train delayed by 10 minutes. And then her return was delayed again! for the third day in a row. It was delayed by over 20 minutes and thank god the transfer was delayed by 2 mins because it meant she could run to catch it. Otherwise she wouldve been left waiting again for the next transfer. She finishes at 5:30, gets the train at 6, its an hour journey and some days she was not getting home until 8 because of these delays. I dont physically understand how a train provider, a compnay who literally provides train services every day, pretty much 365 days a year, are making consistent mess ups 3 days on the trot. Its quite frankly ridiculous - safe to say we will not be bothering with the trains again, i would rather do the pretty much 3 hour round trip to get her than let her get on the train.
Our train was delayed due to a signally problem which I appreciate was outside of Trans Pennine’s control and we missed our connecting train.A lovely young lady called Chelsea who works for Trans Pennine trains was very helpful directing us to the next available train and reassured me about the tickets we had. She was kind, polite and professional, a real credit to Trans Pennine.
Following on from my complaint I received a reply that if I get in touch with the social media team they will look into it. TPE have all the information as this was sent as an email complaint and also through their complaints page on the website with all receipts attached. If TPE are genuine about wanting to sort out the problem (rather than make it look like they're responding to problems on TrustPilot) they would look into the information they already have and resolve it by issuing my refund that they are holding onto
Welcome to the TransHorror Express. If you want your kids, to be terrorised while travelling on their own please choose this service, where NOBODY, has a name (to avoid responsability) and beware Mr Train Officer (unnamed of course) is on the lookout to shout, intimidate and persuade your kids NOT safely getting home, while you are not with them of course. They solve every issue on a threatening manner, all that they want is MONEY, to solve everything. In case you email them, NOBODY will release their names, they sign mails as Revenue Officer (the busiest individual in this company) or you might get and email from their also friendly (unknown or no named) Customer Service Operator, which wont be afraid to send you a written letter (as you release your name to protect your kids) guess for what reason??? Yes, to threat you with a hefty fine by the Unknonwn Revenue Officer. I DID NOT consent for this letter to be sent to me as I already email them. Safeguarding of kids is a total miss in this company. Unresolved matters its their Motto. Zero Customer Service.
What an absolutely shambolic service. Booked 4 first class tickets as a gift for my disabled parents. They removed carriages so when we went to sit at our pre booked seats they didn’t exist!! We had to stand for nearly 2 hours. They were in agony the rest of the day. The lady on train said she could not help as train was to full and they would not even check tickets?!On return they didn’t have enough staff so we could not even buy water let alone glance at a menu. I had saved up for months for these tickets to have a nice experience and it was absolutely appalling. We were all really upset. I am so upset at this awful company.
I booked a first class ticket, as I am in a moonboot with a torn Achilles so can't stand for too long. 1st class was overbook so I had to stand for the duration of my journey as nobody gave up their seat for me. I also received no benefit of first class e.g water, snacks, quiet. I have requested a refund for the difference between first class and standard as was offered £6... awful customer service, awful train journey which has delayed the recovery of my Achilles. Disgusted!!! Never use transpennine if you can avoid it!
Transpennine express advertise first class travel to include food and drink free on the journey. They should advertise it is not guaranteed. All travelers on my journey had no grinks or food provided and toilets had no water for flushing. Families who expected to have food and drinks went without breakfast at home only to find nothing available to eat or drink. They just tempt you to pay for first class.
1 star is for heating, 2nd star is for the helpful staff onboard. The service between Manchester and Liverpool in my experience the past 6 months and more endures regular delays and cancellations - especially regular cancellations of mid point stops which general means an additional 45 minutes added to my journey. Thank you for your reply, I do claim delay repay however it is my time that is more valuable.
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