Review Time
When my phone broke with my season ticket installed on it I found nothing in place to move my ticket. There is a button you can press on an alternative phone (if you have one) that didn't work, kept saying "oops you have installed it on another phone". I went to the ticket office at Manchester Victoria and was told by a rude worker they couldnt help me as online and paper versions are totally separate. She told me to phone to get a refund. Hunting around the tpexpress website to find a phone number or raise this issue became impossible... I was told that showing an email to say I've paid for the journey would not have been good enough. All in all - a very frustrating experience making me want to buy paper tickets in the future. Please have something in place for when people loose or break their phones with the e tickets on them, and make it easy for them to resolve the issue
Travelled from Liverpool to Manchester Piccadilly, train was spotless and the surprise option of a trolley service, served with a smile. My only criticism would be that the platform staff could be a little more friendly and I informative. Overall very happy with service.
My husband is disabled so we need support when traveling. We had a very good journey from York to Leeds - on time, comfortable and staff were caring.On the way back trains were delayed and some announcements were incorrect. Claudia at Leeds was amazing: she managed to look after everyone including those of us who needed extra help. She really cared about giving personal service and looking after all of us.
You decide!!!!Our daughter with eyesight restriction tried to come home on Nov 4 th via the 7.23pm TPE Durham to Newton Le Willows. Trains cancelled they recommended to "jump on" the train to York (8.41 pm) arriving into York at 10.30p no trains available to manchester. At every turn asking for help got a big Zero. We put her in an Uber to Home 1hr and 15 away !!!! Arr home 12.45amToday Nov 10 a 1st class ticket purchased at 8.35am for a 12.41 pm return to Durham. Upon ticket check from what can only be described as an extremely unhappy attendant, the response was the ticket was "not valid- purchase of new ticket required"- confused and anxious she called her mum to help and she was told" i dont have all day to sort this out i am getting off in Manchester- you need to buy a full ticket"Both ticket and disabled rail-card show as valid, after review , shocking customer service, frightened teenage girl with disability, not short of theft, discrimination.... oh yes and no courtesy!!!Does it make you wonder why we are called customers rather than victims !?Off to TPE complaints, rail ombudsman and local MP wish us luck - reviews, of which there are many negative ones, suggest we need it !!
We really appreciate your rail service between Manchester Piccadilly and York via Wakefield, Normanton and Castleford. It is a reliable and comfortable service and avoids the need to travel via Leeds to reach York or Manchester. I know that the journey occasionally picks up delays en-route but that is not important when set against the convenience the service offers.
I have been getting the TransPennine Express for a year, 5 days a week, from Liverpool to Manchester and would say on average 50% of the trains are either cancelled or delayed. £23 a day so I spend ~£5,500 a year on this train company and I am consistently late for work with no remorse from TransPennine Express.
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