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Latest feedback:

XC. We r first class we got on at 7.45. We have not been offered a drink or had or tickets clipped although we note that the member of staff is enjoying one at the rear of the carriage !! Appalled

Please accept our apologies for the lack of catering service you on your recent journey with us. We will look into why our First Class host was not able to offer you this.
Date Added: 03/01/2015 20:43:59

XC on the 1430 train from Bristol to Leeds travelling 1st class. No trolley service or food as advertised on the website. Not even a courtesy announcement. Exceptionally poor customer service.

Please accept our apologises regarding the lack of catering on your journey. Unfortunately without your full journey details we are unable to investigate. If you get in touch with our Customer Relations team on 03447 369 123 they will be able to investigate.
Date Added: 30/12/2014 16:10:13

XC on a dangerously overcrowded train between OXF and LMS- how about investing in some rolling stock?

Please accept our apologises regarding your journey with us. We do provide as many seats as we can to our busiest services but unfortunately there are no additional carriages to add.
Date Added: 29/12/2014 12:15:12

XC I splashed out on first class for my long trip from Edinburgh to Oxford, no food or drink whatsoever. No explanation or compensation. Money wasted.

We're sorry to hear about your recent journey with us and the lack of catering on board. If you get in touch with our Customer Relations team on 03447 369 123 they will be able to assist.
Date Added: 21/12/2014 18:20:23

XC travelled on 10.15 from Southampton to Stafford but became ill at Coventry. Caught 13.25 back and the train manager was fantastic. Please pass on my thanks.

Glad to hear our on board staff were able to assist you on your recent journey with us. We will pass on your kind comments on to the member of staff.
Date Added: 20/12/2014 19:20:34

XC - Nowhere near enough luggage space on this train (Bham to Newport)! My case is just stuck by a door. Not impressed.

Please accept our apologies for the lack of luggage storage on your recent journey with us. We will pass your feedback onto the relevant department.
Date Added: 20/12/2014 10:37:15

XC 17:39 bum to Dby cancelled 17:49 2carriages 1 journey out of 4 this week on the way home I got a seat XC just not good enough

Please accept our apologies for the cancellations on your recent journeys with us. We understand how important punctuality and information is to our passengers and try very hard to deliver this. If you get in touch with our Customer Relations team on 03447 369 123 they will be able to investigate further.
Date Added: 19/12/2014 17:57:31

XC 16.37 New St to Nottingham 2 carriages is a joke. The normal 3 isn't enough so why cut the number?

Please accept our apologises regarding your journey with us. We plan our services to make best use of the carriages we have, but it is always difficult to meet demand at peak commuting times.
Date Added: 17/12/2014 17:17:17

XC reserved a seat on the 10:17 train from wolverhampton to Birmingham New Street. What a complete waste of time couldn't get into right coach nevermimd find my seat. Dangerously oversold!

Please accept our apologises regarding your journey with us. We do provide as many seats as we can to our busiest services but unfortunately there are no additional carriages to add.
Date Added: 16/12/2014 11:07:26

XC the 13:31 from Bristol Parkway to Plymouth, the employee Martin was amazing the best service I have had on a train and should earn some praise!

Thank you for your kind words about Martin - we will make sure that your comments are passed on to him.
Date Added: 15/12/2014 14:03:55

XC could you please explain why your train from manchester to Bournemouth 1127 has no seats available or reserve signs showing?? Really disconcerting when I have a long journey to oxford and could at any point be turfed out of my seat if it's reserved. I cannot reserve as I travel at differing times

Please accept our apologies regarding the problems you expericenced with your seat reservations. We do monitor any failures of this service and can rectify many during the journey. Regrettably some instances cannot be fixed and in such circumstances the Train Manager will help customers find their seats.
Date Added: 15/12/2014 11:56:32

XC Delayed Bath to Totnes, Completely overcrowded, stuck in luggage area, getting trapped in the door, horrendous! Surely refundable?

Please accept our apologises regarding your journey with us. If you get in touch with our Customer Relations team on 03447 369 123 they will be able to investigate.
Date Added: 14/12/2014 16:42:07

XC in carriage D of 7.08 Alnmouth to Exeter and freezing. Staff aware of issue but seem unable to sort

Our apologies for what must have been an unpleasant journey. Unfortunately, as with most mechanical equipment, sometimes a problem cannot be resolved while the train is in service and we are faced with the choice of cancelling the train or allowing it to continue. Most customers accept this to be the better option to the train being cancelled.
Date Added: 09/12/2014 08:55:28

XC A very sweet gesture. Touched. We were on your 9.53am service from Ely to Stansted on our way to celebrate our daughter's 8 th bday. The lovely lady, Wendy Gayton, who checked our tickets made a radio announcement wishing our daughter a happy birthday. Brilliant customer service !!!

Glad to hear you enjoyed your journey with us. We try hard to ensure all our customers have a pleasant experience travelling with us and it is always nice to hear back from our customers.
Date Added: 06/12/2014 16:20:37

XC I've tried the train today and realise why I always use the car. 16.20 from Berwick to Glasgow stops at Edinburgh - important meeting missed! Thank you

Please accept our apologies for the delay on your recent journey with us. We understand how important punctuality is to our passengers and try very hard to deliver this.
Date Added: 06/12/2014 16:12:42

XC. First Class from Glasgow to Newcastle .. 2 hours into journey and still haven't been offered a coffee!! Again incidentally!

Please accept our apologies for the lack of catering service you on your recent journey with us. We will look into why our First Class host was not able to offer you this.
Date Added: 06/12/2014 13:18:21

XC why is it that all services from birmingham new street to manchester departing late afternoon are overcrowded- far too many people for the seats available. 4 carriages isn't enough!!

Please accept our apologises regarding your journey with us. Unfortunately we do not have extra carriages to add to these trains. We plan our services to make best use of the carriages we have, but it is always difficult to meet demand at peak commuting times.
Date Added: 04/12/2014 17:56:10

XC Terrible service in First Class on 11.06 Edinburgh to Penzance. Not a patch on East Coast.

We're sorry to hear that you were dissatisfied with the first class service that was offered to you. Your comments have been passed on to our catering team.
Date Added: 04/12/2014 13:17:22

XC your 0811 from leeds to Plymouth is late again.2nd day in a row. I'm now late for work.

Please accept our apologises regarding your missed connection and the delays to your journey. We realise how important punctuality is to our customers and we work very hard on delivering this.
Date Added: 04/12/2014 08:36:40

XC Leeds to Tamworth. Last week I boarded this train. I encountered a problem and Santes who was on duty could not have been more helpful and friendly. He resolved my problem and cheered us up with a smile. He certainly went above the call of duty and I would like to say a big thankyou. It is people like him that restore your faith in humanity.

Glad to hear our on board staff were able to assist you on your recent journey with us. We will pass on your kind comments on to Santes.
Date Added: 02/12/2014 14:02:28

 

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