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XC 14.13 from Oxford to Newcastle travelling to Derby. Train stinks of urine, amazed charge for wifi but purchased wifi code anyway but when entered says it's invalid, coffee has salty lumps in it and can't have the afterthought shortbread as staff have no change for a fiver and amount too small for card purchase. Will try to avoid Cross Country service on return journey.
I'm very sorry to hear about your disappointing experience with us recently. We shall pass on your comments. If you were not able to use the WiFi you purchased, please do get in touch with the WiFi team on 0330 088 1270 to arrange a refund. Apologies again.
Date added: 11/05/2018 16:49
XC The TMR has not been working for 2 days at least. Yet the 715 SOU to RDG has seats booked. How & why can this happen ?
Those seats may have been booked based on reservations that were made in advance. The team is aware of the TMR fault on 09/05/2018 and is working to get this fixed as soon as possible. If you require a seat reservation, one can still be made in advance from any manned station ticket office. Apologies for any inconvenience caused.
Date added: 09/05/2018 7:15
XC your TMR on the website doesn't show Bournemouth to Oxford stations - can you fix this please
Thanks for highlighting this to us, we'll look into the reason for this.
Date added: 09/05/2018 6:25
XC I just wanted to give a shout out to Senior Conductor Peter on today's 7:37 from Nottingham to Birmingham. I love the attitude and personality he brings every time he's working, he always brightens my day :)
Thanks for the feedback! We'll make sure he gets the message.
Date added: 01/05/2018 7:52
XC I am currently travelling on the 10:05 service from Edinburgh to Leeds. I am appalled that your "quiet" coach is full of rowdy drunks and screaming kids.
It is disappointing to hear how passengers in your coach were not being considerate of others on board.
Date added: 28/04/2018 11:07
no catering in 1st on Reading to Birmingham
Sorry for the inconvenience caused however without the full journey information we are unable to investigate this further.
Date added: 25/04/2018 17:24
excellent customer service today 22 April 2018 on delayed Chesterfield to Plymouth 17.07. Very impressed with Laurie. Courteous, helpful, made our delayed journey comfortable by finding us 5 seats together after we had missed connection so had no reservations.
Great to hear, we'll be sure to pass your comments on to Laurie.
Date added: 22/04/2018 21:34
13:46 train from soa to Leeds i need seat reservations... booked off peak single
Hi, for seat reservations it is best to request these at the time of purchase. Reservations can also be made on the day of travel via our Ten Minute Reservation system: https://www.crosscountrytrains.co.uk/tickets/ten-minute-reservations
Date added: 18/04/2018 13:41
. I am currently travelling from Penzance to Plymouth today and have been informed that that there are no catering facilities until Plymouth. I bought a first class ticket which is supposed to include complimentary refreshments. Why do cust
Sorry to hear that there wasn't any catering on your service, without knowing the departure time I'm afraid we can't look into this further. Should you wish to raise a formal complaint please email email@example.com
Date added: 11/04/2018 9:54
Xc Just wanted to say how Cheery the announcements announcements are on my journey from Sheffield to York are. Thanks
Hi there, we're glad to hear that you enjoyed the announcements on board your service today! Thanks for letting us know!
Date added: 07/04/2018 10:27
XC i currently work for VTEC and was going to board our 14:11 service out of DON however this service hit a person and no trains were coming through from KGX. I asked your 14:20 service from DON-NCL Mark if I could board and he said I could. This was brilliant however I was more amazed at your 1st class catering staff Mel who was fantastic with her passengers and went above and beyond to help an elderly lady alight at NCL. They are both a credit to your service. Sam
Hi Sam, thanks so much for getting in touch to let us know about your experience with us. We will certainly pass on your great feedback to the staff on board! Thanks again! ^BW
Date added: 05/04/2018 12:59
XC so just spent 55 on a train ticket from Birmingham New St to Bristol Temple Meads and there are no seats available, this is not fair.. I doubt you care tho, As long as you're making money I guess!!
Sorry to hear you weren't able to get a seat on your recent journey with us, we can however only guarantee a seat if a seat reservation is held.
Date added: 04/04/2018 14:54
XC - train motion is nauseating and reminiscent of fairground rides. Carriage comfort lacking compared to Virgin services, yet pay far more to travel with XC
We're sorry to hear that you haven't enjoyed travelling with us. Thank you for your feedback.
Date added: 02/04/2018 15:11
XC - No hot water for hot drinks on delayed 17.11 out of Leeds to Plymouth - Pretty poor really
Sorry for any frustration. Our maintenance team are aware and they will resolve the issue on this train as soon as they can.
Date added: 27/03/2018 17:36
XC in this day & age I find it shocking you charge for WiFi on your trains. To improve, offer free WiFi as other train lines do. Stu
We are currently undergoing an upgrade to our WiFi, and we will be introducing free WiFi on board all our trains soon as a result.
Date added: 26/03/2018 13:54
XC The 1600 from Bristol to Manc - pls try to fix the heating in coach C, it must be 30deg plus in here. Asked staff multiple times an hour ago but no change or response.
Sorry to hear this. If staff are unable to resolve, then this would be reported for our maintenance team to look into. Each carriage is individually heated/cooled, so if you do experience this again then we'd recommend moving carriages if you can, as another carriage may be more comfortable for you.
Date added: 21/03/2018 17:25
XC - please say a big thank you to the wonderful train manager on the 12:47 to Penzance from Berwick last Saturday. Real kindness, humour and efficiency which made mine (and lots of other people's ) journey pleasant and stress free.
Thanks for letting us know! We'll be sure to pass your compliments on.
Date added: 20/03/2018 9:06
XC the ten minute reservation isn't working on my phone. Every time I text for a TMR it says no availability. Limited to my phone and Jon of my friends.
Sorry for the frustration. On busier services, we will not be able to reserve any more seats so this text would be sent. If you have any further issues, please speak to us via Twitter or Facebook and we'll be happy to help.
Date added: 19/03/2018 7:08
XC Thank you to the train manager on board 0623 Newcastle to Birmingham service. Despite there being a delay she was so helpful and calm and polite, I thanked her personally and would like her employers to know. Thanks again
We're pleased to hear our Train Manager provided great service during a delay. We'll be sure to pass on your appreciation, thank you for letting us know!
Date added: 17/03/2018 9:56
XC on Xc train to Aberdeen- blooming freezing- has xc not heard of heating
Sorry to hear that the train was so cold when you traveled. On board staff may be able to adjust the temperature slightly if you speak to them directly. Apologies!
Date added: 13/03/2018 17:58
XC the day that XC run proper length trains (ie. Not 3 standard class carriages) and the day the rail regulator bans such practices will be miracle! Standing once again on the 1716 from Oxford to reading along with many others.
Sorry to hear that the train was so busy when you traveled. Due to a national shortage of suitable trains to lease, we are unable to add any more trains or carriages to our fleet at present. We are always monitoring the UK leasing markets for opportunities and the DFT are also looking into what's needed for our next Franchise. Apologies again!
Date added: 13/03/2018 17:56
XC: thank you Danny for your wonderful help today on the reading train!
We're glad to hear Danny was so helpful on your journey recently. Thank you for your feedback!
Date added: 12/03/2018 18:14
XC I was on the train into birmingham new Street arriving into birmingham 21.18 (5th March). I'd just like to mention how friendly the driver Andy sounded over the announcements and it made me smile.
We're glad to hear that Andy sounded so friendly when you traveled recently! We'll certainly pass on your feedback.
Date added: 12/03/2018 0:15
Xc Tmr bristol - Taunton
Unfortunately this isn't how to book via our Ten Minute Reservations service, but it is still available - see https://www.crosscountrytrains.co.uk/tickets/ten-minute-reservations for more information, including how to request a reservation.
Date added: 11/03/2018 16:57
XC dont you have heating on your trains? Been on the 06:52 from Sheffield to Bristol over an hour, freezing cold!
We do, but sometimes early morning services can take a little time to warm through! If you speak to the Train Manager next time, they may be able to assist. Sorry you were chilly on this occasion.
Date added: 08/03/2018 8:19
XC Can't thank XC trains enough - I was on the 1427 from Manchester on Thursday 1 March arriving Bournemouth close to midnight. The train manager Kat Murray was amazing and the driver of the train deserves a medal! Please make sure their efforts are recognised. A very grateful customer - Celia Chambers.
Thank you so much for taking the time to write in to us Celia! We will most certainly pass on your thanks to Kat and the driver for getting you home! I'm know your feedback will be very appreciated. Thank you again!
Date added: 03/03/2018 16:58
XC. I travelled on the 10:50 from Exeter St David's to Leicester on Thursday 01.03.2018. Gavin the attendant gave me excellent service & a good selection of eats, which I do expect with 1st Class travel. The absolute BEST service yet on XC. Thank you All, especially to Gavin
Thank you very much for getting in touch with us about your recent journey. It's great to hear you were so impressed with your experience and especially by Gavin. We shall certainly pass on your kind feedback to him and his manager. Thank you again!
Date added: 03/03/2018 11:38
XC was on the 06:25 Stafford to reading service morning. Service was poor as coffee facilities broken, so took a long time to get any refreshments
Sorry to hear, but thanks for letting us know. We'll get this reported to the catering and maintenance teams to get this sorted out ASAP.
Date added: 27/02/2018 8:15
Xc. Have nearly arrived in York after travelling from Swindon. Had one cup of tea all day. No refreshments available from Birmingham all the way to Newcastle apparently. Am really hungry and can't believe you put on a long distance service with not even a bottle of water available to buy.
Food and drink on our services are subject to availability, and may also depend on the time you travel with us. We aim to have catering on all services on that route up to 8pm, so would like to apologise again for nothing being available.
Date added: 24/02/2018 14:33
XC. I went 1st class Stockport to Birmingham yesterday. The fare is about 100 one way. Going (7.30am) no food. Return (1330) surly attendant who had to be asked for a sandwich and spent the journey on his phone. With this service and price is it any wonder l will drive next time?
Sorry to hear of your negative experience. Food and drink is subject to availability so apologies again for this not being available. If you wish to make a staff complaint please do so by emailing the team at firstname.lastname@example.org.
Date added: 24/02/2018 12:54
XC On the 7.18am train from Sheffield to Southampton via Birmingham and the ticket inspector is the best one I've ever seen. Great jokes and general banter!
Glad to hear the Train Manager kept you amused on board, we'll be sure to pass your comments on to them.
Date added: 21/02/2018 7:44
XC I have been travelling on your service from Reading to Stafford. The lady serving in First Class, Rachel, was excellent, very pleasant, polite and helpful. The train I was on was Cross Country 3240 leaving at 16:15 from Reading.
Thank you for your kind words about Rachel, we'll be sure to pass them on to her and her Manager.
Date added: 20/02/2018 18:31
XC a friendly and pleasant lady i think called Corrine in 1st class, nothing too much trouble. She is 10 times better than a rude host that i came across on the same brum to leamington route.
That's fantastic to hear about our First Class Host Corrine, we'll certainly pass your comments on to her.
Date added: 15/02/2018 22:53
XC seats are the most uncomfortable I've ever experienced. The squabs are too shallow and the seat back too upright.
Sorry to hear your thoughts on our seats, we'll note your comments for the relevant team.
Date added: 14/02/2018 12:48
XC Great support in 1st class from your staff member having to deal with 2 disruptive passengers between Winchester and Reading on the 08:22 today. Very professional and courteous in face of rudeness
Glad to hear of how our Train Manager handled the situation on board with the two disruptive passengers, we'll be sure to pass your comments on.
Date added: 12/02/2018 16:06
XC The member of staff operating the trolly 5.2.17 between Bristol and Exeter at 19.30 is a gem! So happy and polite, as he always is. A real asset to you.
That`s great to hear about the Retail Service Manager on our Bristol - Exeter service, we'll pass your comments on to them.
Date added: 05/02/2018 19:50
XC Appalling overcrowding as usual on 7.27 to Bournemouth from Manchester. Surely this has gone on long enough. Flagged by BBC in 2009 and has got worse.
Sorry to hear of the crowding you have experienced on that service, we are however using all the coaches we've available to us.
Date added: 05/02/2018 8:34