EMR Avis 

Travelled from Kettering to Manchester at the weekend (26th September). The train to Nottingham was so overcrowded that we couldn't even get on it and had to wait for the next one. No queueing or help, just a free-for-all. We arrived an hour later than planned and missed our connection. Why are you running 3-4 carriage trains when there are so many passengers? Also very difficult to get any compensation. Do yourself a favour and take the car instead.

Ian from passenger assist at Derby station was brilliant. My train had been cancelled so i was in a fluster and stressing out and he kept checking how i was, brought a bottle of water to me then made sure i got on my reschedulded train (via passenger assust app) upto York so i could get my train home to Dundee

Had a wondeful expirence on the 2:45pm train from Sheffield to London St Pancras on the 8th of September where I'd accidently bought a ticket for the following week. All the staff were so understandig, compassionate and really helped me out, especially Sophie.

Terrible service there were three of us we were 2 minutes before departure but not allowed to board the train it is 9:48 we were there at 9:43 but were not allowed so we had to wait half hour it had already been a long day but thanks to emr shit service it got even longer.

Overcrowded manky crappy trains, a mess at St. Pancras when queueing, the new trains aren't finished passengers seemingly doing R&D.
One of the worst rail companies. Living in Nottingham we prefer going via Grantham on the East Coast main line. EMR is grim.

Not just the delays bit the plain cancelling of trains last minute

From the moment our EMR train arrived perfectly on time into Grimsby Town, and your conductor very considerately provided much onboarding assistance today to my aged mother, to the many remarkable EMR staff helping those of us needing assistance getting on and off the trains at Lincoln, and on our return, again always on time, we have nothing but praise. Super job, EMR.

Then, on our return leg to Grimsby Town, Michelle gave remarkable customer service, well beyond her job. We could see that her impressive background as an air hostess came in very handy. Thank you so, so much, Michelle.

Whenever we can, we will gladly travel with EMR. Incidentally, booking via agency SplitMyFare was so simple.

11/10, guys!

---- Minus Please fix you pricing algo. What a disgusting price from Leicester To London 1 Hour 13 Minutes Jurney cost 150 and more. I Possible reach any europen destination with that cost. Unfortunetley EMR using their monopoly. Train shoud be cheepar and effortable. Then Bus and Car. I always see train is almost empty and why they charge like crezy.

One member of staff at Derby station went above and beyond’ when he learnt that I’d recently had a hop operation.

Excellent customer service

Thanks

Absolutely disgusted with EMR with their awful system of delay repay plus with them being unable to find you seat or booked seat with having a low mobility or hidden disability. I am not happy

Who you employ for the lincoln train station at night, like the people who work the gates need a raise and a months paid holiday. Because the general kindness of them restores my hope in humanity. I strive to one day be as helpful as your workers there. If you ever read this and you work the gates, I appreciate what you do and you are so amazing.

What others said. I'm just here to help their rating. It's bad when you consider yourself very lucky if they bother to actually run their trains.

Lucky to get a 1 star, overcrowded coaches meaning people miss there trains and not refunded like they legally supposed to, absolute shower of 💩

Another less than one star here - £232 per month for what should be a short single stop journey, rarely on a weekend, wouldn't risk it, so many delays and cancellations, left with no service or replacement bus once during high heat for over three hours, and the hoops to jump through for compensation for people who do work for a living and have already been sucked dry of time and energy by them clearly is not fit for purpose (copy that phrase to your clipboard), as well as overpriced refreshments which should be complimentary after all the above, and lack of air-con in high heat, no supervision stopping people from blocking untaken seats, and in the 21st Century (yes it is) never an acceptably reliable and free (at source that is) wi fi facility, but as they say, la plus ca change, and nothing gets rewarded like failure, drops mic....

Must be the worst railway company in U.K.
If not then I pity other residents!!
Trains filthy, cannot put correct number of carriages on train to suit the number of passengers.
Trains cancelled at short notice and passengers treated like cattle.
As for customer service, as good as non existent.
If this is privatisation then can’t re nationalise this shambolic company fast enough.
Avoid at all costs.

I was stranded at Kings Cross station. The only route home was with EMR from St Pancras. Kings Cross was chaos - announcements couldn’t be heard and information minimal. The EMR team made regular announcements. They had a queuing system for their trains to Sheffield in place and were simply much more organised. I will definitely travel with them in future

Filthy trains, poor customer services and an absolutely awful customer relations team on the phone. They need some proper training from LNER or the likes.

Train to Leeds from St Pancreas was cancelled and we weren’t informed until 10 minutes before departure, no email, text, or notification was sent to let us know. When we found out, the staff at the station also informed us the last train back home set off 2 hours prior. We went to the customer service desk where the staff then printed off a new itinerary which added almost an hour onto the already 3h30min journey that we had originally booked and had to do 4 different changes rather than the 1 on the original journey. The first train on the journey was late to the station we needed to change at and we missed our only convection, the train after was also cancelled. This meant we were stranded in Manchester. We then checked the Trainline app and found there was a train going to Leeds from another station in Manchester. We then had to get across the city on the Bee Network and get on that train going home. We got home almost 3 hours late, and had to pay for the Underground and the Bee Network. Upon trying to get a refund for these almost £100 tickets and the extra costs incurred, we’ve been sent in circles and told to send off different forms and contact different departments. The most recent advice I’ve gotten from anyone so far is contact a different email address, which was the first email address I contacted - we haven’t even had an apology yet! EMR is an absolute joke. Almost 2 weeks since this incident, and we feel as though we are being taking the mick out of. I will be making a conscious effort to avoid EMR trains from this point on.

Jude was a massive help today, outstanding customer service, very personable and turned my bad day into a good day. Thank you.

Following my wife passing away in April I decided to take my kids to London for a few days. Booked first class as a treat for kids and both journeys appalling. On the way back the train was overcrowded and could not get a seat in first class and we had to stand all the way home in near the toilet in sweltering heatwave with my 13 year old daughter struggling with breathing because of her asthma. I complained and was told I’d be due some refund and I then sent all the info they wanted and heard nothing. I’ve since chased with 18 emails and a further complaint and no one has still come back to me it’s appalling!! Shame on you EM Trains for ruining our trip and not having the decency to respond to anything!!