National Rail Avis 

Through factors far beyond my control I missed my 16.18 train Paddington to Bristol (£115) and managed to get the next at 16.48. I know that rules are rules, however being made to pay an additional £138 to stay on a 50% empty train or get off at the next stop was utterly disgusting. How dare you treat your customers so poorly. If any other industry behaves so abhorrently there would be grounds to legal action.

Railcard enquiry met with derision, mirth and no advice. Staff at Sheffield station even agreed that National Rail is seen as very poor service. Can say anymore!

Since changing the timetable at the beginning of the year the service is now poor. We've gone from being able to get a seat and work on the journey home to a station with vending machine only and overcrowded trains that are always standing room only. I hope the next timetable change gives us back a better connection and trains with more carriages.

Used the rail replacement service running between Manchester Piccadilly and Stockport expecting it to be a nightmare. I have to say it is a slick, seamless and highly organised operation which worked very well.

id definitely recommend anyone with a nervous disability or disposition to avoid the highly complicated process to book a ticket online with this system ESPECIALLY a anytime day ticket..migraine is free with the effort..company should be closed and reopened after sacking the geniuses who created its cryptic crossword system..conclusion...
pathetic

On Saturday 7th February 2026, myself, my mum and my 8 year old nephew who is autistic and a train enthusiast, had pleasure of being served by the lovely Ameera, who works at the National Rail ticket office in King Cross St Pancras Station.
We decided to treat my nephew to a long train ride as he sadly lost his mum very recently. We had quite a unique request of a combination of specific train companies and routes…we were praying for the right person to facilitate this very unique request and God answered. Ameera was so understanding, patient, accommodating and most of all kind. Although this interaction was probably outside of her usual interactions with customers, Ameera understood the request and made my nephew feel seen and special, even though there was a long queue behind us. She also went out of her way to give my nephew some gifts; which he now treasures.
I would like to thank Ameera again for her kindness!

I have travelled a from Porttalbot to Paddington stations three times in the past year.
I have noticed s considerable improvement with your service.
The communication is better eg ●more staff are available to direct you to your coach position;
●updates with delays and their reasons why (this is most informative which leads to a better understanding) ;
●the ticket inspectors are knowledgeable:
● and the staff on the train offering refreshments are very friendly.
I find the service overall has improved making journeys more enjoyable.
Thank you.

I haven't used trains for 5 years. There was disruption and I was delayed by one hour causing expensive cab fares.

I normally use this and works fine but recently checked a train Nottingham to Birmingham International.. it tells me about £45!! If I check the journeys individually to New Street then International there are lots of options for less than £20 total..
Trainline also giving me same prices like £18 total
How can they get their own algorithm so wrong? Who are these completely incompetent web developers?

a member of staff at Norwich parkway threatened to hold my partner + autistic daughter at the station even though tickets were shown to him , he took a picture of them and threatened to fine my partner because they had stepped through the barrier before showing the tickets
- it was a football day there was alot of fans getting off at the time

caused my daughter to have a meltdown, rang up to make a complaint and been ignored

Disgusting behaviour by staff members

I was already aware that there was a replacement bus service from east Grinstead to three bridges but wasn't aware there was any from Egham to steines. Especially as it wasn't reported online when I initially booked my train ticket on Sunday 18th January. Took me 4 hours to get back instead of 3.  Also on the gwr there was bins provided. Someone left their rubbish and I tried to find a bin in two carriages but there wasn't any

total crap, whats the point in waisting time bringing it up, nobody listens

Paid for train tickets, trains
Cancelled (again). Left with a 4 year old on Christmas Eve in the cold.
This service is a disgrace. National embarrassment.

Terrible App with pop up advertising that directs you from your main screen

I have tried several times over the past weeks to renew my Senior railcard online without success. I encounter problems and receive error messages or get 404 page cannot be found. There also seems to be a lot of fake websites for National Railcard.

Your staff are absolutely the most incompetent people I’ve ever come across. Whatever hiring pool you’re fishing in needs purging.

No comment, the most expensive ticket to pay for stress , delay cancellation no stuff on Sunday
Worst company in the world
Soon will compete with 3rd world

I can’t stress enough, how poorly run our national rail service is and how unreliable it continues to be day by day. I have travelled to many parts of the world, including many areas of Europe, East Asia, North and South America. I don’t think I’ve found d a country whose rail service sucks like here in the UK. The cost of a trip in the UK is much higher than elsewhere, yet offers a low standard of travel. Only in the UK 👍🏼

Awful service, rude staff, delayed services, no seats and a hefty rice to pay for such a disgusting service. Hire a car for the week, it’s cheaper!!!!!

Ruthless, unkind, unwilling to help and unreasonable.

I bought a split my fare journey (cheap, you're probably thinking-but you are extortionate the world is thinking), and I missed the refund window of 1 hour by 19 minutes.

Your customers are people, and you leave no room for human error. You are hated and I can see that I am simply contributing to an already majority 1-star vote.

Have some consideration. You penalised me, someone who is always blaming herself anyway. You probably contirbute negatively to the nation's mental health and walk away with no shame.

Enjoy my hard earned money. Because of the negative karma it carries due to the pain you have caused, nothing good will come of it. If I could curse it with black magic I would. I don't get annoyed at everyone either, so well done on the achievement.