Disruption between Carlisle and Glasgow Central/Edinburgh is now expected until Monday 29th February.

CrossCountry services to and from Scotland are expected to be busier than usual while Virgin Trains West Coast and First TransPennine Express are unable to run a normal service between Carlisle and Glasgow/Edinburgh. For further details please see National Rail Enquiries 

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Tell us what you think from on-board your train

If you have feedback for CrossCountry when you are on the move, why not try our SMS feedback service?

How it works

  • 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.
  • SMS feedback messages will be charged at normal network rates.
  • Don't forget, if you have a particular enquiry that needs a personal reply, use the Contact Us page.

SMS feedback messages will be charged at normal network rates.


Latest feedback:

XC amazing customer service on the 13.53 train from Derby to Bham. The gentleman who checked tickets was great! Thank you

That's great to hear, we'll be sure to pass your comments on to the staff member concerned.
Date Added: 03/02/2016 14:42:59

XC great train conductor on the 16:39 Edinburgh train from Bristol! He has memorised the arrival times and is telling everyone with their ticket! Fab!

Thanks for letting us know about the service our Train Manager provided, we'll pass your comments on to them and their superiors.
Date Added: 02/02/2016 18:36:43

XC brilliant pragmatic and friendly service from Jonathan on the 15.08 from Leeds-Ncl. Huge thanks to him from my group. What a star.

Great to hear about Jonathan, we'll be sure to pass your comments on to him and his manager.
Date Added: 02/02/2016 16:31:28

XC in first class since Banbury 7:20 - no wifi and no catering - what have I paid the extra for?

Apologies, in regards to catering that service is not scheduled to have catering until Reading as advertised in the timetable. We will log your comments regarding the complimentary WiFi not working.
Date Added: 02/02/2016 08:35:18

XC the train from Plymouth to Leeds which passed through Plymouth at 1525 had no working toilets.

Sorry to hear, we're aware that there was a fault with one of the toilets on board preventing it from being used however others would've been available. Where possible attempts will be made to get toilets working again during the journey.
Date Added: 29/01/2016 16:59:34

XC 18th December last train out of Bham intl to Lspa. All ticket barriers open at both stations. No ticket inspector. I had ticket but could have travelled without. Sloppy business.

Sorry to hear of the lack of ticket checks carried out on board our train. Checking tickets is a duty we expect Train Managers to carry out however as they will have a variety of duties to attend to there may be times when this isn't possible.
Date Added: 31/12/2015 08:15:00

XC on the 12.11 Cheltenham to Edinburgh with no catering in first class. Yet again! Train staff helping but a first class fare includes refreshments. Refund? Not good enough. Virgin trains next time

Sorry to hear of the lack of catering in First Class, we will feed this back to our Catering team. Catering is ultimately subject to availability and the complimentary items do not form part of the First Class ticket price.
Date Added: 29/12/2015 14:10:00

XC the train manager on the 14 57 from Banbury to BNS was extremely entertaining and informative making it a great journey to be on! Please pass on my appreciation for his customer care!

Great to hear and thanks for letting us know, we'll be sure to pass your comments on.
Date Added: 16/12/2015 15:56:00

XC why are your trains always late coming from Bristol temple meads and now we are stuck outside Wolverhampton great day for my interview being mega late thanks cross-country never again by the way ticket was 255

Apologies for the delay you experienced. Without knowing the service you are on we are unable to look into the reason behind the delay. If you were at least 30 minutes late please claim Delay Repay here crosscountrytrains.co.uk/customer-service/contact-us/claiming-compensation-for-a-delay
Date Added: 14/12/2015 12:30:00

XC great train manager on rear section of 15:03 out of BHM to Dundee. Service delayed and he has personally faced every passenger to apologise. He has also made refreshments in 1st Class. Superb

Sorry for the delay you experienced, although we are glad to hear about the Train Manager on board this service. We will be sure to pass your comments on to them.
Date Added: 10/12/2015 15:53:00

XC. is the text message booking system working? I'm not getting any responses.

Sorry you did not get a response to your text reservation request. It sounds like there may have been a fault with the system at the time of reserving. I hope you found a seat once on board.
Date Added: 09/12/2015 16:35:00

XC Is your SMS seat reservation service down at the moment?

Sorry if you've experienced issues in using the Ten Minute Reservation system, in some cases there can be a delay in receiving the confirmation text if there is an issue affecting the system. I hope you managed to find a seat during your journey.
Date Added: 09/12/2015 12:51:00

XC. Too overcrowded on trains from Oxford to north (sometimes dangerously). Need more carriages. Do you really need a first class carriage?

Hi. There is a requirement for us to have a First Class carriage as per our franchise agreement. First Class (especially on our trains from Bournemouth to Birmingham and the north via Oxford) have high demand for First class also. Unfortunately we have all available trains and carriages available to us in use. We haven't got any more to increase capacity. Apologies.
Date Added: 04/12/2015 18:35:16

XC. On the 17:44 peak service from Bristol Temple Meads to Penzance, again only 3 standard class coaches and standing room only. An unacceptable service.

Sorry to hear; as all of our coaches are in use across our network we will not always have spare rolling stock available to strengthen busy trains.
Date Added: 02/12/2015 17:53:47

XC We are on the 16.30 from Birmingham new street - the train manager, Sean first class guard and the lady on the trolley have all been amazing, our friend got lost while we got on the train they have rung other trains customer services done all they could to help and located our friend - they have been amazing thank you very much Cheryl

Thanks for letting us know about the staff on board your train and how helpful they have been. We will certainly pass your comments on to the members of staff concerned and their managers.
Date Added: 01/12/2015 18:34:48

XC the train crew on the 16.30 from Birmingham new st to york have been fantastic. Our friend has got lost & they have worked tirelessly to find her on another train. A huge thank you

Glad to hear our staff on board were able to help your friend, we will certainly pass your comments on to the train crew involved.
Date Added: 01/12/2015 18:32:46

XC: 0706 Chesterfield to Bristol TM: No WiFi. Sat in First Class, one cup of coffee offered at Derby. No food available, but listening to announcements wrt paid for trolley service. Interesting, one without the other?

Sorry to hear of the lack of catering & complimentary food items on your recent journey with us. Weekday services that are scheduled to will operate with a Standard Class trolley and a separate First Class service operated by a dedicated host, the food stocks from each will be separate & ultimately all catering is subject to availability. We will log your comments for the attention of the relevant teams concerning your journey.
Date Added: 30/11/2015 08:37:40

XC I have used the 07.37 Tiverton to Bristol today 24th and yesterday 23rd. Only 3 standard class coaches, overcrowded, standing room only, not good enough.

Apologies for any crowding you`ve experienced on our 07:37 Tiverton Parkway - Bristol service. At present we are using all the coaches we've available and as such we often won't have any spare rolling stock in which to strengthen busy trains
Date Added: 24/11/2015 15:56:55

XC First class? Pay extra for ticket and get one cup of tea provided 10 minutes after setting off from Newcastle to Bristol. Thought I may be getting at least a sandwich or even another drink.

Apologies to hear of the overall lack of catering on your recent journey with us between Bristol & Newcastle. Ultimately complimentary items in First Class are subject to availability however we will certainly pass on your comments to our Catering team.
Date Added: 22/11/2015 21:46:20

XC Really appreciated guard on 16:19 from Birmingham to Nottingham. Train was delayed at Burton. Guard explained reason was passenger taken ill and then gave clear, friendly, informative information and ETAs throughout rest of journey. Praise due!

Thanks for letting us know about how our Senior Conductor kept you up-to-date on your delayed train, we'll be sure to pass your comments on to them and their manager.
Date Added: 19/11/2015 17:57:36

 

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