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Going: Today Leaving 13:30
Return: Today Leaving 15:30
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  • Text XC followed by a short message, with maximum 160 characters, to 88008.
  • All feedback will be monitored by the CrossCountry team and we will be publishing our response to a range of comments on this page.
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Latest feedback:

XC what lovely staff on the 10.35am train from Stockport to Southampton. Couldn't have been more helpful and friendly. Thank you!

Hi. Thanks for your kind comments. We'll ensure that these comments get passed on to the relevant members of staff.
Date Added: 03/07/2015 11:42:27

XC I'm absolutely sick and tired of the awful service from Oxford to Manchester. The train is delayed EVERY day. Why is this service SO POOR?

Sorry you've experienced frequent delays on that route. There can be various causes behind delays, unfortunately the majority of these will be unavoidable. If you raise this with our Customer Relations team and include the details of the train you travel on they'd be able to investigate this further. Contact details are available here: crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-
Date Added: 02/07/2015 17:39:06

XC 15:08 LDS-EDB 1st class. First class trolly service has only been past once in the last hour and a half. So much for snacks and coffee included in the ticket price!

Sorry to hear this, it sounds like the First Class catering was provided by the Retail Service Manager today; on such occasions they will have to serve Standard Class as well. Ultimately the complimentary items are subject to availability, and as they are complimentary do not form part of the First Class ticket cost. We will log the details of your experience for the attention of our Catering team.
Date Added: 02/07/2015 16:29:57

XC Absolutely fuming about the train breakdown of the 11.07 train from Manchester to Bristol TM. Means that I will miss my connecting train to Bath and then miss a good part of my sisters graduation celebration.

Very sorry that your service was terminated early due to a train fault and how this caused you to be late for your sister's graduation ceremony. If this cancellation resulted in a delay of at least 30 minutes please claim Delay Repay crosscountrytrains.co.uk/customer-service/contact-us#delayRepay
Date Added: 01/07/2015 13:24:09

XC thanks to johnathon (train manager) for his excellent service today.ensuring all are ok with the heat!! Top man!!! Well done.gutted you are leaving us now

Great to hear about our Train Manager Johnathon, glad he made sure you were all looked after.
Date Added: 01/07/2015 12:49:44

XC I noted bike racks yet no pram racks, awful journey, no trolley service, mum travelling alone with 2 kids don't travel Cross Country!!

Sorry you’re unhappy that there’s no dedicated area for prams. Space is at a premium on our services, as such we are limited in what we can provide and we request that prams are folded down and placed in one of the storage areas on our trains. In regards to the catering without knowing the service you were on we wouldn't be able to confirm whether the service was scheduled to run with catering or whether this was due to unavailable Catering crew.
Date Added: 28/06/2015 13:41:46

XC worst train company by far. Having to text complaint as internet won't work, one cup of tea and a cheap biscuit in a 2.5 hour journey and 225 1st class return. The cabin is filthy. Rubbish

Apologies you’re unhappy with the standard of First Class on your train. Without knowing the service you’re on we wouldn’t be able to address the problems you’ve experienced. Should you wish to raise a complaint contact details for our Customer Relations team are available here: crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-procedure
Date Added: 26/06/2015 17:22:25

XC. Friday 19th June service from Macclesfield to reading departing 13:49. Train manager Jackie. The most respectful, caring and helpful crosscountry staff member I have encountered. Made everyone's journey a pleasure. Keep up the good work.

Thank you for letting us know about Jackie, we’ll be sure to pass your comments on to her and her superiors.
Date Added: 26/06/2015 00:06:01

XC stuck in a stifling hot overcrowded train from Bham to Winchester - it stinks of fast food. No catering trolley in sight and couldn't get through to look even if I tried to get out of my cramped seat! 194 I paid for this - disgraceful!!!

Sorry to hear of the conditions on board your service, we appreciate such journeys are far from ideal. Depending on the level of crowding on board the train the catering trolley may operate as a stationary service if it’s unable to move through the coaches.
Date Added: 25/06/2015 18:23:23

XC. I had potential ticket problem on 8.27 from Man. to Reading 18th June but the train guard, Glen, was very helpful and pleasant. He sorted no problem. Please pass on a star for him Thanks Alan Bennett

Thanks for letting us know about Glen and we're glad to hear he was able to help out with your ticket problem. We'll ensure your comments are passed on to him.
Date Added: 20/06/2015 13:13:01

XC on train from bristol to wakefield. Trolley service just passed after 3 hrs. Timing awful as people were getting off. Trolley moved to end of carriage to let them passed then left without backtracking. 3:20 too long. Really disappointed.

Sorry there wasn’t any catering available for the majority of your journey. Without knowing the specific service you were on we wouldn't be able to advise as to why the trolley didn't pass through for such a long period of time. This can however sometimes be down to either a Retail Service Manager not being available or if crowding prevents the trolley from going through the train. If you’d like this to be investigated please email full details to customer.relations@crosscountrytrains.co.uk
Date Added: 19/06/2015 17:33:00

XC BETWEEN BRISTOL PARKWAY AND CHELTENHAM SPA AT 12.39 NASTY TICKET INSPECTOR

Please email customer.relations@crosscountrytains.co.uk with full details of the staff complaint so that we can investigate this.
Date Added: 19/06/2015 14:31:17

XC Please pass on my thanks to the hirsute train guard on the 14.08 between York and Leeds today. Excellent customer service, knowledgable, twinkly and fun. Life lacks characters like this gent. Happy Weekend to all!

Thank you for your kind words. We’ll make sure your comments are passed on.
Date Added: 12/06/2015 14:35:28

XC This morning, an off duty crosscountry trains employee and his family travelled in first class for free. Is this company policy?

When it comes to free travel for rail staff and their dependants it would ultimately depend on the travel facilities the staff member holds. In such cases however the seats would have to be vacated for fare paying customers if all seats were taken, whether in First or Standard Class.
Date Added: 06/06/2015 14:59:40

XC 7.13 from Derby. Jamilla - no eye contact, miserable despite me being polite, then THREW the receipt at me. Awful!

Sorry to hear, if you wish to raise a staff complaint please email the full details to customer.relations@crosscountrytrains.co.uk.
Date Added: 05/06/2015 08:04:39

XC. £55.30 to stand from Birmingham to Cardiff on a full and booked out train. Only 2 carriages. Ridiculous level of customer service again

Apologies that you were unable sit down on your recent journey with us between Birmingham New St & Cardiff Central. Ultimately a seat can only be guaranteed with a seat reservation; however we appreciate the frustration caused when having to stand on a journey. For future reference information on how to make a seat reservation is available here: crosscountrytrains.co.uk/customer-service/faqs/journey-extras
Date Added: 04/06/2015 17:45:05

XC fantastic customer service from Deb in first class on Newcastle to Sheffield trip! Nothing was too much trouble and very friendly

Thanks for letting us know, we’re always thrilled to hear such feedback from our customers.
Date Added: 02/06/2015 12:30:36

XC 06:06 EDB-LDS 1st class. No trolly service. No WiFi. No seat reservations!!! Worst train company in the country :(

Sorry to hear of the problems you experienced during your recent journey with us That service would've had a First Class Host available from Leeds who would be in a position to serve items from the 1st Class menu. There would also be a Retail Service Manager from Edinburgh who would be able to serve complimentary goods in the interim. In regards to there being no WiFi and no reservations showing we've forwarded your comments on to our Fleet team.
Date Added: 02/06/2015 07:59:44

XC Daily traveller from Basingstoke to Bournemouth. However fifth time in a row - NO Special K. Come on XC, I can only survive on bacon baguettes for so long... Sort it out please.

Sorry to hear you've experienced frequent occasions where Special K hasn't been available. We’ll ensure your comments are passed on to the relevant Catering team responsible for this route to look into.
Date Added: 01/06/2015 08:35:22

XC: 29/5/15. Just off 15:03 from new St to LDS. James was fantastic v crowded train and managed v well. Please reward him!

Thank you for letting us know about James, we'll ensure your kind comments are passed on to him and his management team.
Date Added: 29/05/2015 17:17:43

 
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