West Midlands Railway Avis 

My daughter has just got on a train from Telford Central to go to Birmingham. My daughter has Autism, LD and Epilepsy. She has not long started to get the train herself and is absolutely beside herself right now.
When she got to the station the train was already in so she did not have time to get a ticket her usual way from the kiosk. She has tried to get one on the trainline app but struggled because of her Learning Disability.
The ticket officer must have been waiting for her, as she had not been out the house long enough to get a ticket. The ticket officer was very offensive and rude and asked her why she isn't displaying her difficulties/disabilities for everyone to see and basically called her liar.

My daughter has been handed a fine which has devastated her more. I have called WM Trains and low and behold there isn't anything they can do. I have been given a premium rate number to call (which I cannot afford to ring) to try and sort it out.

This is so bad and not disabled friendly or accessible at all.

This company is only consistent at one thing - delivering a sub standard transport service. I genuinely feel sorry for the staff who work on these trains day to day, who are generally friendly and helpful but undermined by bad management.

Trains are consistently delayed or late arriving at the destination, over promising and under delivering on schedules (lads, you can't run a service stopping at an extra two stops and still expect it to come in at the same travel time as one which only stops at major stations. When it is miraculously running to schedule, the service is only 2 carriages at peak time, resulting in dangerous levels of overcrowding.

The only reason this and other similar companies survive is because they have a captive audience.

I wish there was 0 stars to give to this service
Absolute crap!! Saturday 30 November super busy evening in Birmingham, trains cancelled and delayed
Passengers not getting to the destination that they paid for… dumped at stations miles from their original destination and paying for over priced taxis or Ubers or inconveniencing family members to collect them
The train service is diabolical
Get you acts together !!!!

Dirty trains, hardly in time, delayed or cancelled, must be the worst service in Europe!

Would give a 0 if possible. Yet again 2 and a half hour waiting in the cold with 3 young children due to complete incompetence from these people, I can’t believe these jokers just got a huge pay raise considering how bad it was to start with and some how it keeps getting worse.

If I could give negative stars I would. The worst customer care ever experienced. 21st century UK. Unbelievable.

Very poor experience lately with these train providers and I mean all of them. Trying to get to work on the 5.35 boarding and there is no announcement of cancellation to destination until the train started to move. There was a cancellation for London Euston at 05:20 but nothing about the 05:35. People would be more understanding if you notified them and update the app operators so they can filter it down. I am finding more and more regardless of the service there is no care given to the consumer. Diabolical treatment from train service on a whole, there is no drivers but they get paid more than nurses and there are more cancellations than I have ever known in my history of catching the damn things, but I bet there will be an increase in fairs and already planned reductions to services nice one!!!!!!!!

They do try their best to provide a good service, but for a long time, on the Snow Hill line in particular, they had have had issues with not enough carriages on services and low staffing levels. Services on part of the Snow Hill line were cut down from every 20 minutes to 30 minutes last year, as they said they wanted to run a more reliable service. Most of the issues before the timetable change still exist, though there appears to be less cancellations. It’s also confusing why there’s only four carriages provided from Dorridge to Birmingham at the most busiest time of rush hour morning, it’s exceptionally overcrowded.

This is absolutely unacceptable! It’s beyond belief that such abysmal service is offered in a country that prides itself on being a leader in technology and AI. The conditions we endure are on par with the most impoverished nations, yet we are charged exorbitant prices for tickets. It’s a disgrace and a complete failure on every level!

Had a cancellation due to lack of staff. From Birmingham Intl to Northampton my train wasn’t running and I needed to get to London. Had to get another train to get to my final destination.

Tried twice to get a Delay Refund and both times they’ve denied it.

Reasoning “Our Delay Repay scheme applies to journeys where there has been a delay of 15 minutes or more. We have checked your journey and on this occasion, we could not find a delay of 15 minutes or more.”

How the hell do you NOT have a record of cancellations?! That’s highly concerning and shows you do not care about your customers and are all about the money. All I wanted was a partial refund. That’s it.

If I could give minus number of stars I would.

Never booking them again.

7 year old son had to stand all way from Birmingham to wellington after exhaustive day out. Customer service didn't care. Totally neglected and negligent given the age of my son. Avoid and take your cars if you have kids!!!

This company is getting worse and worse.
On 12 Nov the 06:45 and 07:45 trains from Albrighton were cancelled. I had to get a taxi to Wton to get to Bham. On Wed 13 Nov the 06:45 , 07:45 and 08:39 were cancelled. Disgrace. All they seem interested in is running a decent service from Telford and Shifnal. That now goes 8 mins apart then 51 mins apart. What’s the point? May as well get rid of that express service and put a decent service calling at all stations. If there is a shortage of crew they always cancel the service through all stations and just run the one through Telford and Shifnal.

Constantly cancelling services blaming shortage of staff. They cancell peak trains an replace with a two carriage service. Last night the 5.20 from Birmingham was made of two carriages with no excuse or apology. This morning the train from Worcester to Birmingham the same thing. They know two carriages is totally insufficient and unsafe for those crammed in and standing. Totally unsatisfactory. They don't care!

Absolutely disgraceful service. After purchasing a ticket we was informed that the train wouldn't be going to our destination and a replacement bus service would be provided. If you could find where to get this bus service that is...we would have done better getting a bus service in the first place rather then having to pay £25 for a taxi in replacement for the replacement bus service we couldn't find.

The wrost company ever,late train I submit for a refund but find a excuse I didn't upload all the document.

I write again and after 3 week I didn't get any answer!

They DESERVE to FAIL!

Absolutely appalling company and customer service. My train was delayed missed my connecting train. The next train was completely cancelled. The train after that was delayed by 16 minutes so had to give up on my journey.
It took me four months to get a refund. After several emails, sending them my ticket and receipt by email, they then asked me to post it back to them. I wasn’t going to bother but by this stage wasn’t going to give up. Still didn’t get a response, had to ring them. Their trains are always late overcrowded and terrible customer service

Worst services! The false info on their website ruined the rest of my journey

Booked Super off peak open return ticket. I checked the super off peak time on their official website before I return to London, which I copied and pasted down below. So I planned my journey accordingly and my train is departing at 17:58 and arriving london at 20:24 on a Thursday night. Based on their rule I can get on this train because it arrives after 19:00. So I was shocked that i couldn't get pass the gate with my ticket. The staff told me that I can only get on trains departing after 19:00!! THAT'S 2 HOURS DIFFERENT!!! I supposed to be home by 22:00 and I arrived just before midnight!

Called the customer service on the next day, and they were not taking any responsibility regarding the misleading information they provided on their website. They blaming the agent (bought through Trainpal) for letting buy the ticket even tho I've been repeating myself that I was using an open return ticket!! Has she travelling with any train before?!?!

- Valid Monday to Saturday for trains arriving at London Euston from 13:00.
- Not valid for trains arriving at London Euston between 16:00 and 19:00.
- This ticket is valid for travel all day on Sundays and Bank Holidays.

An absolute disgrace.

I endured an utter nightmare of a journey where passengers were unable to even get to the toilet due to how crowded the carriages were. It was by the most uncomfortable and dangerous journey I have undertaken.

I raised a complaint and received what appeared little more than a generic response that there were not enough carriages and thanking me for my feedback. I have emailed back to further express my dissatisfaction and asked that a manager review and I be sent details of their regulator but to date nothing,

This company needs to be reported to the Office of Rail and Road and the Rail Ombudsman.

Constantly late and now "new trains" that hardly has seats fitted. This clearly show how they value their customers!!! Nothing here, no armrests, coat hooks, no door in between carriages... I'm surprised that they fitted toilet here (which is constantlyout of order).... I forgot to mention that whole thing is shaking even at smallest imperfection of rails, literally jumping at switches. Wish I was able to add pictures. Total disgrace.

Update: It is freezing in these crap parody of the train !!!

Been at Grantham for 3hours waiting for a train to skegness and they put on 2/3 things on when they know it gets busy and have to wait what a joke need to fix this asap!!!!