West Midlands Railway Avis 

Excellent service today. Just as I would hope, everything was on time, comfortable, clean, friendly staff. And my return ticket was only a few ££

Hi All
I hope nobody ever have ugly experience I had
14/01/2025 I bought proper ticket from Rugeley Trent valley to Flitwick which costed me £27,50 including Senior rail card when I arrived to Milton Keynes Central train station which I had another 5 stations to go I decided to end my journey to visit my son who lives nearby BUT lady ticket controller who doesnt deserve to be ticket controller stopped me and fined me £140.00 and still didnt let me go back to train or to leave the station unless I bought another ticket,when I opposed she called Station guard which was twice my size,station manager and herself they all surrounded me like I am a criminal, good job I didnt have machine gun I felt worthless helpless and i had to buy another ticket but to be treated like a criminal in front of all passengers affected me 6 weeks until a letter come to my house from Bailiffs called IRCAS unless I pay I will have criminal record and thousand pound fine.eventually they discovered they made a mistake and they cancelled fine but not a sorry and this made a me a think big companies got no hearth, now ball is in their court they can take me court if anything i said was lie.(get rid of that nasty ticket controller lady or send her to back to training.

Horrendous trains! Always filthy, the loos are disgusting and soaking wet with god knows what, there’s never any loo roll and the taps don’t work. The seats are uncomfortable and cramped and people can be seen smoking are vaping on the train. Do not use!!!

Train was late. There was no room even for kids and elderly people to sit. Train randomly stopped for no reason, not even an announcement as to why. Really really terrible.

Awful service. People smoking at trains stations. 2 carriages on snow hill line services. Overcrowded. One toilet on long journeys.

Same again cancelled train and next one running late.
Weekly occurrence!

No Trains from Birmingham to Walsall running all day. No updates. Excuses are issues with signals/train broken down [add/change as ever]. Trains never run on time, if at all. Trains always dangerous overcrowded with less carriages when do run.

This company shows total contempt for passengers on what are simple services it runs. Prices are extremely high for what service it does (on occasions) offer. All the other reviews are bang on in their observations.

Just one final thing: this company appears to only have (lots of) staff employed to penalise passengers for running a very vague and not well published Penalty Fare System. That is when often (a) there are no staff at its tickets offices; AND (b) no ticket machines work; AND (c) its online system for booking tickets fails to work; AND (d) they cancel journeys last minute without any notice.

Birmingham Snow Hill line- really bad.
Trains are cancelled and delayed almost everyday, sometimes with a minute’s notice. It’s difficult to plan connecting journeys and work schedules, requiring journeys that start much earlier (usually two services earlier to avoid the potential of missing connections or bei by late). Most services are running with fewer carriages with ridiculous excuses to explain why. I.e more trains than usual requiring maintenance, the hail in December damaged causing additional maintenance. Frequent rush hour services requiring 5 carriages run with just 2 or 3, they are dangerously overcrowded. The trains are dirty and badly maintained. It’s difficult to determine positives.

I catch trains off and on. Bit I realised that when travelling on trains no one ever checks your ticket. Must be loads of train dodgers because I have considered it. To pay 5-10 pounds and you know some people havnt paid a penny. Should be more train inspectors. Knowing my luck would get caught and pay a massive e fine

To avoid passengers from taking the wrong train when the train is on the same platform as the one intended to take. Announcement must be compulsory stating the destination and that the train is ready to depart. Anyone unfamiliar with the area will most likely take the wrong train if there vision is bad

Seriously this just gets worse and worse...
4 times this week my morning train was cancelled...are you serious ? You are actually going from bad to worse...think of all the people that have to get to work on time and then keep explaining that this is happening...I simply had enough of this circus, it's basically "monthy python" with you guys, might as well play a roulette every morning "cancelled , delayed or on time".

Absolute joke, they admittedly owe me a refund so decided to drag it out for nearly two months. Customer service agents via telephone are poor & managers are always in meetings no matter what time you call

Disgusting service. Complete lack of understanding over a genuine mistake with my ticket which result in me under paying £2. So instead of charging me the difference I instead get slapped with a £50. What a joke of a company, will avoid using them any chance I can. Learn to read people who make minor human errors and cut them some lack. The fines are there for poss takers who abuse the train services, not people like me.

The staff are always helpful, but the company itself is being run into the ground. Services are frequently delayed and often short on carriages.

Before COVID, my route had a decent sized train every 10-15 minutes—now it's every 20-30 often with just two or three carriages. During rush hour (starting around 7.30am and again from around 5pm) overcrowding is severe, to the point where passengers are unable to move, with pretty regular incidents of people fainting or even falling out as doors open

Many thanks to the lovely ticket collector on the Birmingham to Shrewsbury 13.52 .
My friend and I had got on the wrong train and he was so understanding and directed us as to a new route.
Train was on time as well 👍

Come on guys, you can do better than this. Delays I can understand to appoint but 2 carriages on a rush hour train from Birmingham New Street to Hereford is completely in excusable!

I'll try and keep it short, 2 weeks ago we had prebooked a train from Euston London to Nuneaton. When we arrived at the station, 20 minutes before departure we were met with an announcement that the route was cancelled, it happens, there was bad weather. We tried to find a member of staff to help us with an alternative, there was no desk or direction so, we spoke to a very helpful member of staff from Avanti who told us we'd have to go to platform 7 to get assistance. Sadly the gates we're closed so we couldn't access the platform. After waiting for several minutes we spoke to another member of staff frpm Avanti who told us that the woman standing next to us worked for your firm, her badge was covered by her scalf. She told us we'd have to wait an hour and a half for the next train, no apology and quite unhelpful. As we walked away another member of staff offered us a place on another train that was leaving in the next few minutes but was a 2 hour journey as opposed to out 1 hour. We chose this option as the station was very cold. We were offered mo compensation or apology, unlike Avanti who we had travelled to the capital with who refunded part of our fare without us making a claim as we were 30 minutes late. Your online claims process is a joke, we have 3 people on one booking yet have to make 3 separate claims. I'd strongly suggest that you employ the same staff trainers that you competion at avanti update your claims system. More than disappointed.

Travelled from Euston to Stafford yesterday. Train was bang on time. Managed to get a sear despite it being busy. My only niggle was that absolutely no-one checked my ticket throughout my journey.

Non existent customer service

In spite of every ticket confirmation encouraging you to download the App, the Android App does not exist - the links take you to an error screen.

Also, the on-line version goes in continuous loop if you try to access previous bookings.