SMS feedback

XC over crowed, no seats, 3 hour journey, seat reservations changed half way, dissatisfied with service

Sorry to hear your recent journey with us was a crowded one, should you wish to raise a formal complaint please email the full details to customer.relations@crosscountrytrains.co.uk

Date added: 16/05/2017 16:03

XC Why are most of your long distance trains so short (2,3,4 or 5 carriages) when most Intercity operators use 8-12 coach trains?

On our longer routes we use a mix of four/five-coach Voyager units (including where possible coupling these up to form either eight, nine or ten-coach units) along with our High Speed Trains that consist of seven coaches. Our Turbostar trains (running as two or three coaches or sometimes two units coupled together) will operate on our shorter routes. Ultimately we are using all the rolling stock we have available, unfortunately there are not any longer trains available to us this time.

Date added: 15/05/2017 8:53

"XC" Sunday trip exeter to BRISTOL return. Upgraded 1st Great attendants. Both. Cheerful helpful kind Thank you great trips thanks to u guys

Glad to hear you enjoyed both your journeys with us!

Date added: 14/05/2017 19:15

XC I left my headphones ?<? grey in colour inside a black case on the 2:07 train to Penzance from Manchester picadilly. I got off at stoke on Trent. Any chance anyone handed them over? My bag was under the seat on my chair.

Hi, any items that are left on our trains will be handed in at the terminus if found. As such we would advise getting in touch with Great Western Railway who manage Penzance station, full contact information and details about their lost property process can be found here: https://www.gwr.com/help-and-support/lost-property

Date added: 11/05/2017 0:18

"Xc" one of your members of staff have been drinking on duty yesterday in the equator bar on Hurst st they are from Newcastle depot and are doing same job today and tomorrow he was driving king quite a few yesterday l don't really like reporting people but l also know you have a no alcohol policy yours Mr Phillips

Hi, we would advise getting in touch with our Customer Relations team directly regarding this. Please email the full details to customer.relations@crosscountrytrains.co.uk

Date added: 09/05/2017 15:13

XC On 6.54 from Cupar to Haymarket. Just paid £2 for one hour Wifi. Totally inadequate! Took 3 mins to load google page. So slow!

Sorry to hear of the issues you've faced with the WiFi, this is something we're working on improving and will be making free to use in the future. For future reference if you face any issues please contact WiFi Support on 0330 088 1270 or e-mail crosscountrywifisupport@nomadrail.com.

Date added: 05/05/2017 7:17

XC Andrew the Retail Services Manager on the 13:13 from Oxford to 17:31 Durham is fantastic. Never complimented staff before but he sums up professionalism. Deserves recognition for sure.

Hi. Thanks for your kind comments. We'll ensure that it gets passed on to the staff member involved.

Date added: 01/05/2017 15:38

Xc on the 17.12 from BNS to EXD, upgraded to first class for quiet and service, spoken to abruptly by the train mgr when asking about drinks because he was on his mobile and wasn't in charge of drinks, when the staff changed at bristol was embarrassed by the new waitress by her asking if I had paid to upgrade at the top of her voice! No xc lounge at BNS

Hi. Sorry to hear about your journey experience between Birmingham and Exeter on 30 April. Unfortunately the First Class lounge is solely for Virgin Trains ticket holders at Birmingham New Street. Should you wish to complain formally about any of our staff members on board, please contact us on 0344 736 9123 (option 3) and we can look into this for you.

Date added: 30/04/2017 19:09

XC no catering at all on entire jny from Man Pic to Southampton today . Staff shortage at Manchester, no trolley from Bham. Might be at Reading. Utter farce & unacceptable. Who can I complain to?

Hello. Sorry for the inconvenience caused by our lack of catering on 30 April. Should you wish to complain, please call us on 0344 736 9123 (option 3) or by emailing customer.relations@crosscountrytrains.co.uk. Thank you.

Date added: 30/04/2017 13:01

XC. I made a booking using your telephone booking service this morning at 11 o'clock. unfortunately I found your adviser spoke too quickly she was very abrupt and hardly said please or thank you this is very disappointing I would appreciate a response

Hello. Sorry to hear about your experience with our call centre staff. We'd advise getting in touch with us on 0344 736 9123 and speaking to customer relations who could look into the call at our sales centre for you. Thank you.

Date added: 26/04/2017 11:20

XC In first class. Below par service. After almost 45 mins without food or drink offered a customer service lady came through taking tea and coffee orders. If food or alcohol was required it meant going to the back of the train to visit the retail trolley. Really??? Table was left cluttered from previous passengers for 45 mins! Why should I travel first class again??

Sorry to hear of your disappointing experience in First Class, during Bank Holidays a reduced service operates whereby complimentary items will be served by the Retail Service Manager who may on occasion be based in Coach F. Should you wish to raise a formal complaint please email full details to customer.relations@crosscountrytrains.co.uk

Date added: 14/04/2017 14:27

XC- the 1027 Picc to BMouth today was a terrible journey. People on the floor , children & elderly with no seats. People who had booked well in advance. Screens not working so seat res not working. I gave up my seat twice for children and old people . Worst I've seen without disruption happening

Sorry to hear of the crowding on board and that the digital reservations were not working, we'll log your comments regarding that service.

Date added: 13/04/2017 14:17

XC currently on 1330 train from Birmingham to Darlington and felt the need to say how impressed I have been with a steward called Mark who has been so polite, friendly and courteous throughout the journey, from the intercom messages to one to one customer service. Thanks Mark, many of your colleagues could take a leaf out of your book!

It's always great to hear such feedback about our members of staff, thank you for taking the time to let us know!

Date added: 12/04/2017 14:13

XC Shocking service you can't accept cards.....paid £30 a ticket and can't get a drink on board

Apologies, we are currently working on addressing issues faced with the card payment machines used on board.

Date added: 08/04/2017 19:42

XC thank you so much to the lovely guard who helped me exchange my ticket on the 10:45 York train to Plymouth today. Great service!

Great to hear, we'll be sure to pass your comments on to the Guard in question.

Date added: 07/04/2017 16:00

XC Bri to Edinburgh. At Brum you train is stuffed. This can't be safe. How do you get access to a passenger in the case of an emergency? No one can move.

Sorry to hear your journey was a crowded one, while we appreciate that crowding may be uncomfortable this wouldn't render the train unsafe. Further reading can be found here: http://orr.gov.uk/__data/assets/pdf_file/0010/4996/train_crowding_position_statement.pdf

Date added: 06/04/2017 17:12

XC I frequent the Manchester to Birmingham route and regardless of the time your trains are overcrowded. Many people are standing in the aisles which for a journey of over and hour and a half is unacceptable when the cost of the ticket is so high

Sorry to hear you've experienced frequent crowding on the Birmingham - Manchester route, we do run all the coaches we have across our network.

Date added: 06/04/2017 9:11

XC why are your trains on the Birmingham to Manchester Piccadilly line always late? I can't remember the last time I arrived on time

They aren't, unfortunately from time to time services can experience delays due to a myriad of reasons most of which are beyond our control. Sorry if you've experienced repeated delays with us.

Date added: 31/03/2017 18:00

XC Nottingham to Cardiff 7.21 am from Long Eaton. 7 cycles thus morning, but at least they ALL get off at Derby.

Sorry to hear of the amount of cycles on board, we'll pass your feedback on to the relevant team.

Date added: 31/03/2017 7:34

XC stood up going home. Again. Stand up on the way to work NEVER enough seats on any service. Having to resort to Northern Trains.

Sorry to hear you've experienced frequent crowding on your journeys with us, all the coaches we have are in use and we will aim to deploy our fleet as effectively as possible.

Date added: 30/03/2017 16:42

XC Special mention to Barry, the ticket controller on the 9.45 from York to Plymouth for making everyone's journey more amusing!

Great to hear that Barry made your journey an entertaining one.

Date added: 30/03/2017 11:11

XC Nottingham to Cardiff 7.21am from Long Eaton. 6 cycles in the disabled car again until Derby, if someone disabled wanted to get on it would be impossible

Sorry to hear, we'll pass your feedback on to the relevant team.

Date added: 30/03/2017 7:34

XC Thanks to Stuart who made every effort to look after me in 1st class style on the 1704 from Birmingham to Reading. I hadn't eaten since 8am and he made sure I had some hot soup and crisps. All done with a smile.

That`s what we like to hear, we'll ensure Stuart is made aware of your comments.

Date added: 29/03/2017 18:33

XC I would like to thank the female train manager on the 14.07 from Manchester piccadilly to Paignton . She handled a difficult situation in a very professional way and helped us to avoid any further confrontation with a another traveller . The date was the 27th of march unfortunately I don't know her name

That`s fantastic to hear, we will be sure to track down the Train Manager and pass your kind words on to her.

Date added: 28/03/2017 16:38

XC Sarah your 1st class host on 1:30 from Birmingham to Newcastle today was a wonderful host. Asset to XC, attentive and helpful! Thank you Sarah for a very pleasant journey!

That's great to hear about Sarah the First Class Host, we will pass your comments on to her and her manager.

Date added: 28/03/2017 16:09

XC why are there not earlier and later trains from Stamford to Stansted airport

This will be due to a variety of factors including train crew availability and what paths are available to us, especially seeing as how services on that route will originate from Birmingham. Passenger demand will also be a key factor and we will pass on your comments to our Planning team.

Date added: 24/03/2017 17:17

XC 1704 New St to Bmth was 4 car not usual 5 car today. Standing throughout train 2 abreast. Why no apology from on train staff? Why no static trolley? Usual no customer service now customary from S Coast crews

It's disappointing to hear about your experience on our 17:04 Birmingham New St - Bournemouth service as a result of the crowding, we will log your comments for the attention of the relevant teams. Apologies for the inconvenience caused.

Date added: 23/03/2017 18:50

XC I would like to commend the charisma and level of service given by the ticket inspector on the 18:03 from Chesterfield to Edinburgh.

Reply: It's always great to hear such feedback about our staff, we'll pass your comments on.

Date added: 23/03/2017 18:11

XC on 2 occasions in the last month I have gone to purchase a cup of tea etc on the train using debit card. On both occasions the card device has not worked, the new technology appears not to be fully working possibly?

Sorry to hear that it's been a repeat occurrence that the card machine hasn't worked, we are continuing to work on resolving any teething issues encountered with the new on-board system.

Date added: 08/03/2017 19:10

XC please help, I have just left my beige mulberry raincoat on the 14.52 Peterborough to bham new st train. Please call or text me if found. Thank you, john clerkin

Any items that are left on our trains will be handed in at the terminus if found, we'd advise getting in contact with Birmingham New St Lost Property who will be able to confirm if anything has been handed in (www.networkrail.co.uk/stations/birmingham-new-street/)

Date added: 08/03/2017 16:10

XC Bham to Mcr. Old, dirty rolling stock, smelly toilets. Overcrowded. Journey that took forever. Contactless payments didn't work for refreshments. Third rate service.

It's upsetting to hear your thoughts on our service, should you wish to raise a formal complaint please email full details to customer.relations@crosscountrytrains.co.uk

Date added: 07/03/2017 14:37

XC I would like to thank the female ticket collector on the 14:35 train from York to Sheffield today.She was very helpful to my wife & I with 8 month old twins

Glad to hear that the Train Manager was helpful to you & your family, we will be sure to pass your comments on to her.

Date added: 06/03/2017 19:48

XC Travelling from BTM to BPW @1600 today. Tm Andy's PA was having issues. He made light of it. I then saw him properly help a blind man to his seat. He then walked past me n made small talk for a short moment. In just under 8 minutes he made me smile 3 times. Credit where credit is due. Well done XC!

That`s certainly what we like to hear about our staff, we will be sure to pass your kind words on to Andy and his manager.

Date added: 06/03/2017 16:13

XC £387.60 for a 1st class Oxf-Man return today so I can work en route. No wifi either way, no work done, premium price wasted

Apologies that the WiFi was not working on both of your journeys with us, we are currently working with our suppliers on upgrading & improving the WiFi.

Date added: 01/03/2017 18:24

XC kudos to train manager Andy on 6.37 Bournemouth train (from Nottingham) - he is great - nice to hear a happy approach at this hour!!

Great to hear about Andy, we'll be sure to pass your comments on to him!

Date added: 01/03/2017 6:46

XC 2025 COV-RDG. Still no formation info on the board at Coventry...

Regarding the information screens at Coventry this is something we are continuing to liaise with the station.

Date added: 27/02/2017 21:38

XC thank you James for sorting out a defund on my mother in laws tickets. Due to travel home today from Newcastle to Cheltenham but has fallen over and is in the RVI having a head scan. James was brilliant and deserves a big thank you.

Apologies for the delayed response. Great to hear James was able to help you out, we will pass your thanks on to him and his manager. Best wishes to your mother-in-law!

Date added: 25/02/2017 13:24

XC 2015 RDG-MAN. Wrong formation info on the info board at Reading

Sorry to hear we have logged this and we hope it did not cause any disruption to your journey.

Date added: 24/02/2017 21:39

XC on 18.44 Temple Meads to Exeter. Staff were professional, quick and caring when helping an unwell passenger. They should be commended.

Sorry for the delay in responding. That's great to hear, we'll be sure to pass your kind comments on to the staff involved.

Date added: 24/02/2017 19:57

XC cant believe the staff let such drunk loud men onto the train. Its the 5.37 from derby to bham. They have been shouting and singing for atleast 10 minutes very loud and disruptive banging on the tables

That`s disappointing to hear, we do ask that passengers are mindful of others when travelling so apologies that wasn't the case on your recent journey with us.

Date added: 24/02/2017 17:42

XC big appreciation to the train manager on 18:25 Exeter to Leeds today(22 Feb) for making the journey fun+ personal with his entertaining, chatty announcements!

Thanks for getting in touch to let us know! It's good to hear that our staff are doing such a good job. We will pass your feedback on to him and his manager. Thanks again :)

Date added: 22/02/2017 19:03

XC your train mgr Lyndon who is currently on the Bournemouth train is a complete asset! Genuine customer service! Big thanks from the lady with the crutchers!

Thanks for letting us know! We'll pass this on to Lyndon and his manager!

Date added: 22/02/2017 17:32

XC thanks to mark on 1V85 for all his help

Thanks for getting in touch and letting us know, we'll pass this on for you.

Date added: 22/02/2017 10:11

XC on 0714 Leamington Spa to Manchester service. Four carriages does not provide adequate capacity, every time I get this train it is the same. Many people standing for long periods.

Sorry for the crowding on your service. Unfortunately we are using all the trains and carriages available to us and we are aware of how busy some services are across the network. We would encourage you to have a seat reservation for your journey as this is the best way to guarantee a seat for travel.

Date added: 21/02/2017 8:05

Xc I need help

Apologies for the delay in responding, how can we help?

Date added: 20/02/2017 20:53

XC currently standing on your service from York to reading as our seat reservation have been double booked. No sign of any staff ..... can't begin to tell you how cross and disappointed I am.

Hi. Sorry to hear about your disappointing journey the other day whilst travelling between York and Reading. If you had a seat reservation but were stood for all or part of your journey, you maybe entitled to compensation. Please get in touch with us on 0344 736 9123 for further details. Thanks.

Date added: 19/02/2017 15:14

XC on the train to Cardiff (19:32 arrival). Where is the train manager?? There is a drunk man who has smoked twice in the toilet and he's not got a valid ticket

For future reference when not carrying out ticket inspections the Senior Conductor on board will normally be located in the rear Driver`s cab on those services.

Date added: 13/02/2017 18:45

XC is the 10 min reservation system working as not been able to get reservations on both journeys today

If you are receiving texts stating that seats aren't available for your chosen service then unfortunately this would mean no reservable seats are available.

Date added: 01/02/2017 15:38

XC I travelled on the cross country service that ran between Birmingham new street and stansted airport this morning. I departed Hinckley at 5.56 and left the train at Ely. The conductor Roger was a really lovely polite and friendly man and was refreshing to see, doing his best to keep morale high at 5.56am! Please could he be recognised

That`s great to hear about Roger and the service he provided at such an early time, we'll certainly pass this on to him.

Date added: 01/02/2017 8:45

XC The announcements on your trains are far too long and rambling. The catering manager does not need to read out everything on sale. If people want to buy something they will ask when they see the trolley.

We will pass on your comments regarding the level of detail in the catering announcement to the relevant team.

Date added: 30/01/2017 17:44

XC 16.09 train from Manchester Piccadilly to Bristol Temple Meads, Sam provided excellent customer service to a couple trying to buy tickets on board. Cheerful & positive - unlike her colleague- please let her know she's a star +P?

That`s great to hear about Sam, we'll be sure to pass your comments on to her and her manager!

Date added: 27/01/2017 17:35

XC Would like to give feedback on a recent journey I have had on your train from Birmingham new street to Sheffield. The service I received from your train Manager Roy was outstanding. He is extremely knowledgable and very personal and is an asset to your company. I hope you give you him the recognition he deserves! Victoria

We're always thrilled to hear such kind words about our members of staff and we will certainly pass this on to Roy.

Date added: 25/01/2017 18:57

XC On the 18.30 train from Birmingham to Sheffield most amazing helpful ticket inspector called Roy , would definitely travel cross country again !

Roy certainly seems to be popular on that service! We'll pass your comments on to him.

Date added: 25/01/2017 18:53

XC just on the Cross Country 18.30 train from Birmingham new st to Sheffield & Roy just took our tickets & gave an outstanding service! I felt compelled to give you this feedback

Thank you for taking the time to pass on your feedback regarding Roy, we'll be sure to pass this on to him.

Date added: 25/01/2017 18:53

XC. Hi. I was travelling on the 10.35 train from Newcastle to Edinburgh today 25 January. I was in coach D51 I lost a silver and black jet earring between my seat and exit door. I wonder if it has been found. Kind Regards. June Drummond

Hi, any items that are left on our trains will be handed in at the terminus if found. As such we'd advise getting in contact with Edinburgh Waverley lost property on 0330 024 0215 to see if anything has been handed in.

Date added: 25/01/2017 16:03

XC Hi I'm on the 13:00 Glasgow to Penzance coach A seat 20. Is it poss to reserve through to Derby please? Thanks

Unfortunately we're unable to reserve seats through this channel, for future reference though seats reservations can be made on the day via our Ten Minute Reservation system: crosscountrytrains.co.uk/tickets/ten-minute-reservations

Date added: 25/01/2017 14:13

XC Want 2 say big thank you to train manager on 8.16 from Leicester. I got the 9.17 and u were great

Great to hear! We'll pass your comments on to the member of train crew in question.

Date added: 25/01/2017 9:21

XC Why have a first class carriage, particularly on busy commuter trains? It's an insult. And rude staff telling me not to occupy that space - I wouldn't, it's just there's no other space. This, get rid of the first class space. Also, the doors are frankly aggressive and don't respond quickly enough to sensing a barrier to their closing. Sort it out.

As per the terms of our franchise agreement we are obliged to offer First Class on our services hence we wouldn't be able remove/convert the First Class on our services. In regards to the interior doors our maintenance teams are working on improving the sensitivity of these in regards to sensing obstructions.

Date added: 23/01/2017 17:59

XC I'm currently on the 12:50 Taunton-"Leeds train and have paid for 4 hours of wifi, but it's so slow I can't load a single webpage! This surely can't be considered a wifi service, how can I go about getting a refund? Thanks

Sorry to hear that the WiFi hasn't worked for you, we are currently in the process of improving the WiFi and making it free to use in the future. For refunds please contact WiFi Support on 0330 088 1270 or e-mail crosscountrywifisupport@nomadrail.com.

Date added: 21/01/2017 13:06

XC 18.45 train leamington to Newcastle. 1 hr 20 later and still at leamington. People trying to make arrangements, any chance of making free wifi? Serious Lack of communication, 4 announcements in an hour and 20. TFL have one every 2/3 minutes.

Apologies for the delay to your journey, this was due to an act of vandalism in Birmingham causing delays to our services. Staff will attempt to make announcements as often as possible but will also need to obtain the information themselves along with assisting other passengers on board. In regards to the WiFi this is something we`ll be making free to use in future. Please remember to claim for the delay: crosscountrytrains.co.uk/customer-service/contact-us/delay-repay

Date added: 20/01/2017 20:06

XC - Extremely overcrowded service (Bristol temple M-Tiverton parkway). £38 for no seat and people standing in the Isles for 40 minutes

Apologies that you were unable to get a seat due to the crowding on board, unless a seat reservation is held though we're unable to guarantee a seat for you.

Date added: 20/01/2017 17:57

XC - sitting in 1st class on the 16:32 XC train from York - Edinburgh. Poor catering, can smell the toilet in the carriage, and staff that could not care less. 1st class this is not and 3rd world compared to Virgin...

Sorry to hear your thoughts on your journey in First Class with us, should you wish to raise a formal complaint including the behaviour of the staff please email the full details to customer.relations@crosscountrytrains.co.uk

Date added: 19/01/2017 17:37

XC Yet another packed service from WIN to RDG with only 4 coaches and most of the seats reserved. I'd love to know how you can charge so much and force people to stand for their journeys.

Sorry to hear you've experienced frequent crowding on that route, unless a seat reservation is held however we're unable to guarantee a seat.

Date added: 18/01/2017 7:36

XC I am trying to send you a complaint on your Internet site but it is not accepting my Gmail email address as valid. Please provide me your email address and I shall send you details using a conventional email. Ian Smith

If you're having difficulty in using the online form please email the full details of your complaint to customer.relations@crosscountrytrains.co.uk

Date added: 14/01/2017 10:21

XC Huge praise to TM Brian Johnson who returned lost handbag via professional association (ID card in bag) & brought it back on return shift so I (no money, cards, keys, ticket) could get home. Thank you!

That's amazing to hear about Brian and how he reunited you with your handbag, we will certainly pass on your comments to him.

Date added: 10/01/2017 23:59

XC - on the train 15:45 from Bournemouth going to Southampton - treated myself to first class and the service has been excellent, the food delicious and so spacious. Will certainly be doing this again. The staffs level of service is excellent.

Glad to hear you received excellent service in First Class! Thank you for taking the time to let us know.

Date added: 10/01/2017 16:13

XC 2025 COV-RDG. Nice to see that the escalation 'to see what can be done going forward to prevent further incorrect formation information from being given out at Coventry' has resulted in... no information being given out at Coventry... I hope that isn't your 'solution'!!!

Across the stations we serve at we are committed to providing information regarding the formation of our services, we will pass your comments on to the relevant team.

Date added: 09/01/2017 20:36

Xc complaint 6:19 nottingham new street left as train put nottingham on and changed to stanstead when nottingham left and missed train causing a minimum of 30 min delay

That's concerning to hear, we'd recommend raising this with our Customer Relations team via customer.relations@crosscountrytrains.co.uk so that they can investigate this.

Date added: 09/01/2017 6:30

XC 2025 COV-RDG. Wrong formation info yet again at Coventry. To not have rectified this yet or at least sorted it out with VTWC is amateurish to say the least...

Apologies this has been a repeated occurrence, we have escalated this to see what can be done going forward to prevent further incorrect formation information from being given out at Coventry.

Date added: 04/01/2017 1:11

XC I am on the 0622 from southampton to Manchester I paid £55.30 to Birmingham. A Guard has just checked my ticket when he got to the next passenger he had no ticket or money, the guard just said you should not be on here if you cannot pay and then walked away. Maybe I should not bother paying next time. Your thoughts please?

That is disappointing to hear and not what we’d expect from our staff, so that this can be looked in to please email full details to customer.relations@crosscountrytrains.co.uk.

Date added: 29/12/2016 6:48

XC Was going to buy my tickets thru u, but then saw u were going to charge £1.00 to pickup tickets at the station. So I booked thru another provider who didn't charge this. Base ticket cost the same so saved £1

Train operators have a reciprocal agreement to issue each other’s tickets free of charge from their stations. However as we don’t manage any stations we aren’t part of this agreement and therefore a small charge is levied for collecting 'CrossCountry-only' tickets from ticket vending machines at stations.

Date added: 28/12/2016 12:13

XC cant get to my booked seat too over crowded

Apologies, should you wish to raise a formal complaint regarding your experience please email the full details to customer.relations@crosscountrytrains.co.uk

Date added: 27/12/2016 11:18

XC would like to say the guard/train manager on the 20.33 from Winchester to Birmingham new street is the most cheerful and happy person I have seen on a train in such a long time. He is always so polite wishes all the customers a great journey and announcements made or always with the same happy voice. I think his name is James. James keep up the great work you are doing

That's lovely to hear about the Train Manager on the 20:33 from Winchester, we're always thrilled to hear such feedback. Thanks for letting us know and we'll be sure to pass your comments on to him.

Date added: 20/12/2016 22:06

XC Please could you tell me what the point of an 'E-ticket' is if it still has to be printed off, this completely defeats the whole idea of an 'E' (electronic) ticket, surely we all want to be in the modern world and save a few trees at the same time hey!!

Hi, the tickets we sell that are required to be printed off in order to be valid are 'Print your own' tickets and not 'e-tickets'.

Date added: 14/12/2016 17:59

"XC" I travelled assisted passage on 27th Nov return Darlington to Leeds and cannot complement the cross country team enough they were truly excellent. Thank you all so much.

No problem! Glad to hear that you had an excellent journey when travelling with us.

Date added: 14/12/2016 10:14

XC. Recently travelled from Leeds to Glasgow. Tried 3 times on journey to order a coffee but attendant said she couldnt serve me as she had no change of £10.

Sorry to hear that the Retail Service Manager didn't have the required amount of change available, staff will try to ensure they board the train with an adequate float of change so it was unfortunate that the required amount wasn't available for your attempted purchase.

Date added: 14/12/2016 8:23

XC Diabolical that 7.27 from York to Reading has been cancelled. XC knew about this at 5am and have done nothing for Doncaster customers to stop an EC train.

Sorry for the inconvenience caused by the cancellation, when it comes to arranging ticket acceptance we will have to take in to account a variety of factors including how busy other train operators services are. If you were delayed by at least 30 minutes as a result of the cancellation compensation may be due: crosscountrytrains.co.uk/customer-service/contact-us/delay-repay

Date added: 12/12/2016 7:48

XC Couldn't see a name badge, lovely member of staff pushing trolley, blonde with glasses on, on the 9:45 Cardiff Cent to Nottigham. Very friendly and polite

Thanks for letting us know about the member of catering staff on board your train, we'll pass your comments on to them.

Date added: 09/12/2016 10:16

Xc I called this evening to query a booking made online. After 8 minutes of waiting I was hung up on. Please call me back on this number. Ref: LL7KC59X. An apology would be appreciated also.

Unfortunately this isn't something we'd be able to arrange, our call-centre staff would not knowingly hang up on a call so most likely there was an issue with the line resulting in the call being disconnected.

Date added: 04/12/2016 22:12

XC Hi I'm on the 19.49 train from Birmingham to Nottingham tonight. Just wanted to give you some feedback, the train seats, floor etc are filthy! There is old food wedged between seats and the carriage wall. Think it needs a deep clean

Sorry to hear of the conditions on board, our Turbostar units are still undergoing a rolling refurbishment programme which involves a deep-clean & overhaul of the interior. Having checked the train you were on is yet to undergo the refurbishment however should be undergoing the refurb soon.

Date added: 30/11/2016 20:49

XC - the guard on the 12:33 from Southampton Airport Parkway to Weymouth on 29/11/16 was one of the nicest chaps ever. Let me jump on @ the last min! Great Guy!

That`s great to hear, we'll be sure to pass your kind words on to the Train Manager.

Date added: 29/11/2016 12:36

XC please can we have some warmth on the 6:34 from Bristol to Plymouth - it's freezing on Board - thank you

Unfortunately this isn't something we'd be able to assist with, for future reference if you do find the temperature uncomfortable on board it would be worth raising with a member of on-board staff as this may be something they can assist with.

Date added: 29/11/2016 7:04

XC my son just travelled first class 10:20 leics to York. No drinks, snacks WiFi

Sorry to hear of your son`s experience when travelling with us in First Class, should you wish to raise a formal complaint regarding this please email full details to customer.relations@crosscountrytrains.co.uk

Date added: 27/11/2016 12:18

XC I have just visited the first class lounge at Derby Station and the staff member was so helpful and polite and assisted me with all my queries. Thank you so much ?=?

That's great to hear, the First Class lounge would be manned by East Midlands Trains staff. Should you wish to contact them directly their contact details can be found here: eastmidlandstrains.co.uk/information/contact-us/

Date added: 25/11/2016 18:03

XC 13.45 Wolverhampton to Bournemouth. Terrible over crowding. People using the toilets as passenger space

Sorry to hear of the crowding on board, we will pass your comments on to our Planning team regarding that service.

Date added: 25/11/2016 14:45

XC caterer doing a tremendous job to stow luggage/ get all seated on packed 2 car 1245 CDF-NOT. You must reward him.

Glad to hear of the assistance given by the member of catering staff, we will pass your comments on to him.

Date added: 25/11/2016 13:58

XC overcrowded birm-wakefield 1703 cannot get to booked seat. Very cramped!

Apologies, if you've been unable to sit despite holding a reservation then compensation may be due. Please email a scan of tickets to customer.relations@crosscountrytrains.co.uk with full details.

Date added: 24/11/2016 17:19

XC Appalling overcrowding yesterday 16.43 from Derby- 3 missing carriages - at least 2 resulting medical incidents

Sorry to hear of the crowding on board, unfortunately we have had a number of short formations on that day due to a line blockage in the South West as a result of flooding.

Date added: 24/11/2016 12:36

XC Your Tmr system is not working. Have tried TMR WVH RDG 1041 and says no seats available.

If the system is replying with no seats available then this would be due to no seats being available to reserve via the Ten Minute Reservation system.

Date added: 24/11/2016 8:26

XC 2025 COV-RDG, guess what?!?!?! That's right, it's in reverse formation AGAIN!!!!! Is there a prize for how many weeks in a row that I send in this feedback?!

Apologies, as previously mentioned this is something we continue to work with the station operators on to see why this occurs and to develop suitable fixes for the future.

Date added: 21/11/2016 20:35

XC The 18.22 from Birmingham to Standard is dangerously overcrowded as usual

Apologies if you've experienced frequent crowding on that service, we are currently holding a future timetable consultation and one of the aims of this is to tackle crowding on board. Further information regarding this can be found here: crosscountrytrains.co.uk/about-us/future-timetable-consultation

Date added: 19/11/2016 18:45

Xc praise to Train Manager Mac on the 0702 from Stafford to Manchester - fantastic customer service and help! Thank you

Glad to hear that the Train Manager delivered fantastic customer service, we'll pass your comments on to them.

Date added: 19/11/2016 8:17

XC I've been on the 1430 from bristol to glasgow for over 2 hrs and no trolley service. Really need a drink and ticket checking man was unhelpful.

Sorry to hear, from what we can see there was a Retail Service Manager on board so catering should`ve been available. We will pass on your comments to the relevant team.

Date added: 18/11/2016 16:43

XC I am sat on 08 and the gentleman behind me is very offensive and very rude. I have my headphones on and he aggressively pokes me telling me it's irritating him. Not happy how I was treated on the train from York to Birmingham.

It is disappointing to hear of your treatment by a fellow passenger, ultimately we can only advise of either moving seats or raising this with staff on board at the time.

Date added: 17/11/2016 15:00

XC. I am in the "quiet" coach of the 1505 Newcastle to York. What part of "quiet" coach don't my fellow travellers understand?! Grrr.

In regards to the Quiet Coach this wouldn't have been present on your train, it is only on our High Speed Train fleet that operates between Scotland/North East and the South West

Date added: 15/11/2016 15:35

XC - I'm on the cross country service at 10:41 from Cheltenham spa to Birmingham new street and just wanted to say you should give the ticket checking guy a raise for being the chirpiest, most charismatic person on board and making everyone smile along his way down the carriages! Don't know his name but would guess around 40 years old and brunette (with a sprinkling of silver ;)) Thanks, Daisy

We’re thrilled to hear about the Train Manager on board, while we can’t guarantee a pay rise we’ll certainly forward your comments on.

Date added: 12/11/2016 11:12

XC Hi I would like to know the nottm to bham train had been unbearably full over the past week plus. There used to be 3 carriages on the 1641 but now consistently 2. I find this unacceptable and query safety also. Your feedback would be appreciated. Thanks

Apologies, previously we have experienced a number of services running with fewer coaches due to the Bromsgrove engineering works. If we have to take more units out of service than planned (e.g. due to maintenance, vandalism, collisions etc.) then we may have to run a shorter train in its place if no other three-coach units are available.

Date added: 11/11/2016 16:43

XC big thanks to Ian on the 17:11 Plymouth train from Leeds to Birmingham New Street, had an awful day until this train journey. Friendly, polite and professional, it's nice to see people who take pride in their job!

That`s great to hear about our member of staff Ian, we will be sure to pass on your comments to him and his manager!

Date added: 10/11/2016 19:31

XC - overcrowding on 5.05 from Manchester to Cardiff service. For the 2nd time this week (out of 2) there is standing room only on this service which is becoming increasingly common. I pay 14.60 for a return ticket from Macc to Manc where I have to stand on both legs (other is Virgin operated for which I will complain seperately). Meanwhile first class has a handful of people in it...lynn

Apologies you've experienced repeated crowding on that service however ultimately we can only guarantee seats if a seat reservation is held. We will pass on your feedback to our Planning team.

Date added: 10/11/2016 18:34

XC currently on the train from Birmingham to Glasgow. Train announcer is making my day! His enthusiasm and jest is very much appreciated and is great to hear! Please feedback thanks!

Glad to hear that the Train Manager on board your service is brightening up the journey!

Date added: 10/11/2016 12:20