EMR Avis 

This company is absolutely terrible. There are no words to describe how bad they are. Foreign call centre who cannot understand anything. Treated absolutely disgustingly by them. Booked 2 tickets using disabled railcard. My 82yr old step dad ended up admitted to hospital two days before travel. I absolutely still have to travel for my own medical issue. Not stressful enough that he is in hospital and I'm sorting things out for him but EMR policy that I have been quoted several times is 'you cannot travel without the disabled person'. So I'm supposed to buy another ticket that will cost less than the price of two discounted ttickets, 1.5 days before travel and then try and get the absolute dire customer services to give me a full refund for tickets that I know they absolutely will not do. I can see the customer is at the bottom pile of crap. Thanks for your understanding EMR.

This review is for the train manager on the 08.21 Nottingham to St Pancras EMR South Eastern train today Sunday 11th October 2026.
5 stars for a dedicated, warm, sincere person who welcomed every passenger boarding at every station along the journey. 4 minutes late leaving Nottingham and 10 mins late arriving in London but he updated at every single stop and apologised for the delays keeping everyone informed. What a star, so professional. Well done you, you deserve the wages you receive and more.

No do not recommend. I bought a ticket (the correct one as the worker on the barriers saw it and the actual barriers let me in) and the ticket man went ballistic at me reporting me to British transport police and trying to demand I pay £130 because apparently my ticket was invalid. He was being abusive towards me getting uncomfortably close to me showing me things on his phone, yelling at other customers directly getting involved (about 14 got involved to help me). The ticket man told me he was allowed to be like this because it's 'in his job description'. I have made a complaint along with the other customers and we still haven't heard back but this is appalling I was very supportive towards EMR before but what's the point of having all these signs about stations saying no abuse tolerated when your own staff bully, intimate and abuse a young girl?

The toilets were dirty. The seats needed a vacuum. I was travelling on 1113 to St Pancreas from Sheffield

Rigid and unsympathetic: an honest mistake cost me £37.50

I bought an off-peak return from Nottingham to London. On the train, the ticket officer told me it was only valid via Grantham. I hadn't noticed this restriction, as it was printed in very small writing on the ticket.
I explained that it was an honest mistake, but I was still asked to pay an additional £37.50. There was no flexibility and no sympathy, and it felt like a penalty for a genuine error rather than any attempt to help a customer.
Route restrictions should be displayed clearly at the point of purchase, not hidden in small print. Charging passengers for mistakes like this, rather than using discretion, leaves a very poor impression of the company.

The lady must have been grossly intoxicated ! As I endured my return journey from London back to Corby; an absolute steal at £152 !; I was considering that as with my outbound journey, EMR had yet again cancelled the previous train and herded two lots of ‘unfortunates’ onto 1 train. I then heard a lady saying “EMR are utterly appalling !” Now clearly, if she believes your performance has improved to those dizzy heights, she had clearly drunk far too many ! Thank you for continuing to treat your ‘customers’ with incredibly consistent contempt !

The sooner the government take over EMR, the better. Trains are regularly late and/or cancelled and getting worse. I spend more and more time filling in delay repay claims, when the website works and doesn’t crash or fail to log you into your delay repay account.

Customer service is non existent. Communication non existent and nobody at St Pancras wants to help. Not to mention, when your train is cancelled, they don’t bother to open the platforms up to spread people out, but they rather you all crush together on the concorse.

The fares are a scam, the trains are old and dirty, the service is rarely on time, the customer service is non existent. In any other industry they would be closed down. Instead they get to charge people more money for the privilege.

Shambolic. The sooner the Government takes it off the hands of these charlatans who own this franchise the better.

You are a bloody disgrace, constantly cancelling a peak morning trains for people needing to get to London to work. The worst provider in the UK!

Shocking, ignorant customer service. I asked via email a simple question regarding a future booking and got an automated reply on a totally different subject matter. There was an option for me to reply if my question wasn't answered, which i did, but no further help or answer provided. For me this shows a management failure due to lack of, or inadequate monitoring. Poor service to say the least.

Awful. Train too small dirty extortionate always late . Feel sorry for the train staff.

The Liverpool lime Street platform 8 of 14:51 to nottingham on the 4th October 2026 was way overcrowded when it left Manchester piccadilly. It was warm and everyone in the first carriage was complaining of the heat. Over the tannoy a mention of it being crowded was raised but surely if EMR knew this was the case many days in advanced they would have put extra carriages. More people got on Stockport which didnt help.

Canceled my train without even giving any notification. Found out at the train station...

Poorly dieseltrain between Lincoln and Nottingham. I recoment not to use the stinky toilet with tissues around the floor. To the staff. Clean the toilets please and more fresh air. I was nearly to puke.

Absolutely crap service and when you claim for compensation they send you a massive form and then do not reply for weeks and when they reply this is what they always say :” We have not been able to approve your claim as the ticket you have provided was not valid for your stated journey. This could be due to one of the following reasons:” i never got my refund or compensation back always ended up paying double due to ridiculous service despite giving them the correct tickets uploading them on their system - they are just CRAPY people. SHAME ON YOU EMR -

No information about a cancellation of part of our journey from Belper to Newark-on-Trent. We caught the 14.05pm but if we didask we would still be sitting on the train as the Newark was cance.

Shabby first class carriages,no water to wash hands in toilet or flush the toilet,WiFi didn't work properly,poor breakfast options,no hot bacon or sausage rolls as advertised,very poor and definitely not first class!

Late for work again, due to another fault on the train.

⭐⭐⭐⭐⭐
Fantastic service from the EMR team at Nottingham Station. A special thank you to John Fleming, Customer Service Assistant, and Will, Passenger Assistant, for taking such wonderful care of my disabled, partially blind mum before our journey to London St Pancras.
They were kind, patient and attentive, making sure my mum had all the assistance she needed. Their care and respect made the experience so much easier and reassuring for both of us.
They also contacted the team in London to arrange assistance for our arrival, giving us peace of mind before we even left Nottingham.
John and Will are a real credit to EMR and Nottingham Station. They deserve recognition for their outstanding service and the kindness they showed my mum. Thank you both, a very well deserved five stars.

Travelling with My other half from Loughborough and needing additional help Chloe and Paul were absolute God sends.

Every question answered to perfection and exercised so much flexibility to help us.

I used to enjoy taking the emr services as they were nice and quick however recently I have despised nothing more that the emr trains that are ALWAYS delayed or constant last minute cancellations .
The seating is also so awkward and uncomfortable, Thameslink is much better with better seats and trains always on time.