SMS feedback

. 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 customer.relations@crosscountrytrains.co.uk

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 customer.relations@crosscountrytrains.co.uk.

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

Xc why can t I get free WiFi in the train I m traveling in from Edinburgh to Darlington

Hi there, we are currently looking at ways to improve the on-board WiFi

Date added: 04/02/2018 14:44

XC why are you trains always running late! Missed my connecting train now thanks to your garbage company!

Sorry you've been delayed with us, there can be a variety of reasons as to why a delay occurs however in most cases these will be outside of our control.

Date added: 01/02/2018 16:19

XC really helpful and kind train managers in Derby to Plymouth train Sun afternoon 28th. Thank you!

Glad to hear you had a good journey with us, we're always thrilled to hear such feedback about our staff.

Date added: 29/01/2018 19:20

XC No refreshments available in first class between Oxford and Doncaster on Sunday evening (18.06 from Oxford). Train manager very unhelpful. Can I have a refund?

Sorry to hear of the lack of refreshments however as these are complimentary in First Class no refund would be due.

Date added: 28/01/2018 21:27

XC on 15:41 from Newcastle heading to Leeds. Very rare First Class ticket and NO catering on the train. Feeling more than a little ripped off! Don t sell a service you can t provide.

Sorry to hear of the lack of catering on board the service from Newcastle, ultimately all catering is subject to availability.

Date added: 19/01/2018 15:52

XC 1. Travelling York to Durham. Reserve tickets were added mid journey so had to transfer seat at Darlington which disturbed my working and lost table seat. Reservations should be out in advance. 2. As a frequent traveller noticed reserved tickets no longer identify destination. Really unhelpful when trying to locate seats. I do reserve seats, but sometimes have to change. This change of practice is not customer friendly or focused at all.

Sorry to hear of the issues you faced recently regarding the reservations, in regards to these not being put out at the start of the journey this is something staff will always endeavor to do however on occasion it may not be possible to put these out as early as preferred. We will note your comments regarding the destination not being displayed.

Date added: 04/01/2018 10:13

XC Really? No trains from Narborough on Christmas Eve

Unfortunately this was due to industrial action taking place on the 24th December, apologies for any inconvenience caused.

Date added: 21/12/2017 15:51

XC I travel on the Crosscountry service from oxford to Banbury daily at 1739 and the trains are generally filthy, smelly and the seating is limited. Also there s tape everywhere on the walls. Is there a plan to overhaul?

Sorry to hear of of your thoughts on our service, while our trains do undergo cleaning and maintenance at the depot at present there is no plan for an overhaul of our Voyager fleet.

Date added: 19/12/2017 18:05

XC Lovely lady employee in first class on the 17:03 from New Street to Edinburgh deserves praise. She's very friendly.

Thanks for your kind comments. We'll get these comments passed on to her!

Date added: 08/12/2017 17:58

XC The 16:18 from Peterborough to Stansted Airport is always too busy. The 2 carriage train is too small for the volume of passengers, especially on a Friday.

Apologies about the crowding. Sadly all of our available trains/carriages that we have are in use. We do monitor UK train leasing markets for opportunities to increase fleet capacity in the future.

Date added: 08/12/2017 16:21

XC very kind lady train manager on 14.25 from Plymouth to Edinburgh on Tuesday 5th Dec. Sorted me out with a forward facing seat and carried my belongings and kept checking up on me. Made me feel valued - excellent.

That's great to hear. We'll ensure your comments are passed on to her!

Date added: 07/12/2017 17:11

XC I would just like to say a massive thankyou to Andy the train manager on the train 1424 from Exeter St Davids to Bristol parkway. I have had a brain haemorrhage and stroke and have mobility problems and he went out of his way to make me comfortable and help me with my bags on and off the train. Faultless customer service. Thankyou Clare Bray

We're glad to hear that Andy was able to help you out Clare. We'll ensure your comments are forwarded on to him!

Date added: 06/12/2017 15:55

Xc Edin going South 12.08 Sun 26th Nov - Paul the train manager was superb, calm, informative and helpful. Strike caused chaos but his team were determined to make the best of a bad day.

We thank you for your kind comments. We'll ensure that they are passed on to him!

Date added: 03/12/2017 9:08

XC Wow CC- you should be very proud of Andy and Mel (I think) on your service to Bristol temple meads (10am from Stafford on 1.12.17) absolutely outstanding customer service! Please pass this message on and praise them well!!!! Fantastic experience!!!!

We're glad to hear that you had a great journey. We'll ensure your comments are passed on to them both!

Date added: 02/12/2017 13:21

XC : 30 mins on hold waiting for phone response on m ticket that won't download on your stupid buggy app. I won't use this system again.

We're sorry to hear your feedback about the app. We have since changed our app completely so should you choose to come back, we hope you have less issues.

Date added: 27/11/2017 21:13

Xc 2100 LMS to SOU - really lovely guard taking the time to explain a delay to passengers, very impressed by his professional and friendly manner.

Thanks for your kind comments. We'll ensure your comments are passed on to him!

Date added: 25/11/2017 21:49

XC managed to get a drink in the end! Would be good to have shop open all times though

Our catering generally operates between 06:00 and 20:00 each day on our services. Sorry to hear of your delay in getting refreshments.

Date added: 20/11/2017 20:27

XC Travelled Leamington/Brockenhurst return today. Expensive, overcrowded, understaffed, awful coffee + stale pastry, expensive water, no coffee tonight. Appalling.

We're sorry to hear of your journey experience when travelling with us on November 18. Unfortunately we have all carriages available to us in use at all times so we cannot increase capacity on all services. We will note your comments and pass them on in regards the catering on offer.

Date added: 18/11/2017 22:28

XC 9.03 Train from Brum to EDI: no wifi so trolley cash only which means I cant buy food/drink for next 6hrs!!

Sorry for the inconvenience caused to your journey on November 17. This was down to a fault on the payment system on the Retail Trolley. In regards the WiFi, should you have any issues in future, please contact the support team on 0330 088 1270.

Date added: 17/11/2017 9:44

XC 1704 New St Bournemouth rammed as usual. No apology from train crew as usual to all those standing. Poor customer service again

Apologies about the crowding on this service. Unfortunately, all of our available fleet are in use across our entire network at all times. We do monitor UK leasing markets for opportunities to increase capacity amongst our fleet for the future.

Date added: 14/11/2017 17:46

XC I m having problems booking a journey - error code E00219 - & when I call on -0344 736 9123 , I can t get through, I ve been trying since Thursday! Help!

Hi. Sorry to hear about the issues you've been faced with. That error message usually comes up when an advance ticket is showing as available however there are no reservations left to book alongside it, meaning we cannot sell the ticket. The correct number to call for any issues booking tickets on our app or website is 0371 244 2389. The line is open from 08:00 to 22:00 7 days a week except Christmas Day and Boxing Day.

Date added: 11/11/2017 11:28

XC you haven't resolved this issue please sort it out your service is appalling you need to add more carriages

Unfortunately, all available trains/carriages on our network are in use at all times so we cannot increase capacity as much as we would like. We do monitor UK leasing markets for opportunities to increase capacity.

Date added: 10/11/2017 16:51

XC ten minute reservation SMS not working for last 2 days (nothing comes back when text sent) when will it be fixed?

Hello. Sorry for the issues you have been faced with on November 8 and November 9. This was a technical issue which took longer to resolve than expected but ten minute reservations should now be in working order.

Date added: 09/11/2017 6:48

XC Just wanted to say, excellent travelling experience from Banbury to Bournemouth and return last week!

Glad to hear you had great journeys with us. We look forward to welcoming you on board again soon.

Date added: 07/11/2017 7:01

XC the 16:46 Exeter to Plymouth train is a bloody joke. Four coaches when you know its rush hour. Many people have to stand for up to half an hour packed in too choose for comfort

Apologies for the crowding. We place our longer trains on our services projected to be busiest for longest for its entire journey. This service runs from Glasgow Central at 07:50 through to Plymouth so we have to cater for the whole journey. We also share the Exeter - Plymouth route with Great Western Railway who also operate services so this is taken into account with our train planning. We will however pass on your comments.

Date added: 05/11/2017 23:11

XC Lewis was the train manager on the 1742 CNM to BHM on 03/11/17 and was a ray of sunshine as he walked up the cabin - greeting everyone individually and simply taking the time to ask how people are. Please pass on my thanks to Lewis who brought a smile to a very tired commuters face at the end of a long and stressful week. Great to see customer service still exists!!

We're glad to hear he helped cheer up people's journeys including yours! We'll pass on your comments to him.

Date added: 03/11/2017 18:08

XC 07:43 Leamington to Birmingham full as usual. 7th time this week I've stood on a Cross Country train

Apologies. Unfortunately all available trains and carriages we have are in use at all times across our entire network. If you are a regular traveller with us on this service, we advise you make a reservation on this service if at all possible.

Date added: 02/11/2017 7:54

XC I'm currently travelling on the 12:11 service from Leeds to Plymouth and I just have to say the catering guy is fantastic. Very jolly and clearly enjoys his job. Please employ more people like him. He's really brightened up my day.

We're glad to hear that he brightened up our day. We'll pass on your comments to him!

Date added: 01/11/2017 12:57

XC I m on the 11:11 train to Manchester Piccadilly. The train is overcrowded, though staff have been very helpful and considerate

Apologies about the crowding on your service today. We're glad to hear that the on board staff have managed to make good out of a bad scenario however.

Date added: 29/10/2017 12:27

Xc Not well impressed so far can't even get a drink of water before Edinburgh

Apologies, only a select few services in Scotland will have catering on board. Full information on which services are scheduled to run with catering can be found in our timetables.

Date added: 23/10/2017 8:46

XC where was your guard on the 7.16 from Oxford today? Certainly nowhere to deal with the continual chanting on the train

On that route when not checking tickets our Train Managers will be located behind the Driver`s cab in Coach A should you need their assistance. If there are disruptive passengers on board and a member of staff isn't available you are welcome to contact the British Transport Police via their text service: btp.police.uk/advice_and_information/our_campaigns/61016_text_service.aspx

Date added: 21/10/2017 19:31

XC I am on the Plymouth train departing from. Birmingham new street at 9:12. Ticket inspector incredibly helpful to elderly disabled couple. Credit to service. You should give feedback on going above and beyond.

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

Date added: 21/10/2017 10:47

xc 1801 from Cambridge to Birmingham new street is so overcrowded that tens of people are unable to board the train. The carriages are full to bursting. Dangerous. Why only two carriages?!

Apologies for the crowding on board, all the coaches we have are in use across our network, unfortunately we often won't have any spare coaches available.

Date added: 20/10/2017 18:08

XC Currently sat at Bristol T M waiting for the train to depart to go to Taunton, was meant to leave at 9.44 but is not leaving until 10.04 as we are waiting for a member of staff to get to our train from another train! This is absolutely ridiculous, I'm now late for a very important meeting and my return train is going to have to be re booked because you can't align your staff appropriately.

Apologies for the inconvenience caused, we will always try and step up 'spare' staff to work a service when other staff are displaced by train disruption however unfortunately this won't always be possible.

Date added: 13/10/2017 9:56

XC why are your trains constantly late and dangerously overcrowded?

Unfortunately from time-time our services will encounter delays, the majority of which will often be outside of our control. Certain services during the peak times can become quite busy, we are using all the coaches we've available to us.

Date added: 11/10/2017 18:15

XC....no sign of train manager on 14.08 leeds to derby...travelled to derby.....relaxing in the office perhaps?..no ticket check

We do expect ticket checks to be carried out on our services, on-board still will have a variety of duties to attend to though which may prevent ticket checks from being carried out.

Date added: 11/10/2017 14:43

XC on the 0914 from Leamington to Wolverhampton. So overcrowded, people are standing and can't get seats. Having to sit in someone else's reserved seat - can't relax due to constant fear of being turfed out of said seat. So expensive too, for what? Standing space only?! Terrible service.

Apologies about the crowding on board your service. All available trains and carriages are in use at all times. Sadly without a reservation, seats aren't guaranteed as per National Rail Conditions of Travel.

Date added: 07/10/2017 9:45

XC a brilliant conductor today on the 1825, Plymouth to Bristol train! An amazing lady that deserves some recognition! Thank you

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

Date added: 05/10/2017 21:07

XC booked 1st class from Gloucester to Birmingham and found the service awful. No senior conductor cane around so no internet all the way through my journey. The only time I saw him was just as we arrived in Birmingham

Sorry to hear a member of staff didn't come through the train on your journey, for future reference on our Turbostar fleet our Senior Conductors will be located in the rear Driver`s cab should you need their assistance.

Date added: 04/10/2017 17:40

XC on a train between Manchester Pic and Bournemouth and it's absolutely freezing on here. People wearing full coats and scarves (on only 2nd October) air con on full blast and half the carriages sniffling and coughing. 3 hours to go, doesn't anyone check the temperature of these trains?!? Comfortable journey - NOT!

We do aim to keep an ambient temperate on board all of our services, if you are feeling too cold we would advise raising this with on-board staff who will do their best to assist.

Date added: 02/10/2017 18:19

XC the 18:18 train from Leicester to CBG is full of drunks. I ve been yelled at by one of the drunks while trying to get to my seat.

Sorry to hear, if fellow passengers are being disruptive we would advise either raising this with on-board staff or alternatively using the British Transport Police`s text service to report this discretely: http://www.btp.police.uk/advice_and_information/our_campaigns/61016_text_service.aspx

Date added: 30/09/2017 18:53

XC one of your train staff, Rebecca Hewitt, looked after me during a very distressing train journey and I wanted to know if there was a way you could thank her for me? Thank you

Glad to hear that Rebecca looked after you during your journey with us, we'll be sure to pass your thanks on to her.

Date added: 15/09/2017 22:09

XC 1515 RDG to BAN so jammed at OXF that passengers left on platform, and people struggling to get off in time at BAN. More coaches badly needed as trains too short. Other intercity operators have 7-11 coaches. Why only 4/5 on yours?

All the coaches we have are in use across our network, unfortunately on most occasions we won't have any spares in which to strengthen certain services. Apologies for the crowding you experienced on your recent journey with us,

Date added: 15/09/2017 16:00

XC - why only 4 coaches on a very busy service from Birmingham to edi in rush! People having to stand in this day and age ... beggars belief ... dirty trains as well

Not all services on that route will be formed of four coaches, some will be formed of five, seven and in some cases two trains joined up to form services consisting of eight - ten coaches in length As it stands all of the coaches we have are in use across our network.

Date added: 14/09/2017 17:10

XC Your staff, punctuality and reliability are usually second to none, but please ask DB if you can have longer trains with more leg-room, tables and hot food.

At present there aren't any plans to alter the rolling stock we operate but we will certainly note your comments.

Date added: 13/09/2017 15:28

XC On the 7.04 train to Cardiff Central - as this is such a long and popular route , doesn't it deserve more than 3 carriages? It's too early to be this cramped on a train - and your trains are always cramped with people standing!

Unfortunately all the coaches we have available to use will be in use across our network, as such we often won't have any spare rolling stock available in which to strengthen services with.

Date added: 12/09/2017 7:16

XC Hilarious and friendly conductor on the Edinburgh to Birmingham New St right now.

Glad to hear the Train Manager has brightened up your journey with us.

Date added: 11/09/2017 19:55

XC 9.35 Ncl to Soton, packed, hot, most uncomfortable seats, toilet door and flush not working, 3 hours going backwards, 2 going fwd. Armrests killing me

Sorry to hear of your experience, should you wish to raise a formal complaint please email customer.relations@crosscountrytrains.co.uk

Date added: 11/09/2017 13:34

XC I have left my umbrella in 1st carriage of 11:30 Bristol TM to Glasgow train this morning and been wished best of luck retrieving it by your Facebook team. Can you offer anything more pragmatic please?

Unfortunately we're unable to assist with lost property via this channel. Ultimately anything found will be handed in at the terminus into the care of the station operator so it will be best to contact them to confirm if anything was found or not.

Date added: 11/09/2017 13:21

XC Thanks very much to Martin in customer service for contacting train staff and confirming retrieval of my mobile phone Left on train (1631 Birmingham to manchester) AND arranging for me to meet train staff to collect it!!!!! Outstanding! Cheers Rich

That`s great to hear about Martin! We'll be sure to pass your comments on to him.

Date added: 07/09/2017 18:29

XC, I can't believe XC expect people to use your trains on a 3 hour plus journey and don't provide a service to purchase refreshments. Very poor considering the cost of your train tickets

Sorry if no refreshments were available on your service, ultimately all catering will be subject to availability.

Date added: 06/09/2017 8:55

XC I use this train often as I work in Glasgow so commute from Leeds. Again the toilet is disgusting! Stinks of urine that is clearly all over the floor. This is no acceptable please sort this problem on future trains.

The toilets on our trains, as with the rest of our trains, will undergo frequent cleans when out of service. Sorry if they've been in an unpleasant state when you've traveled with us.

Date added: 04/09/2017 18:08

XC I travel on your Glasgow trains a lot to various locations on east coast and all I can say is the trains are stinking, never get a seat and just filthy. I am in middle of writing an article to try and put to the press to warn good paying customers of this service

It's disappointing 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: 01/09/2017 8:52

XC 09:07 to get to Birmingham, no carriage numbers, no reservation information above seats, seating free for all, no staff on train or platform to answer queries, speakers just a hiss so can hear driver whispering a message but can't make it out. What exactly have I paid for?

Sorry to hear of the poor level of information on board, it may have been the case that the reservation and coach information failed to download at the train`s point of origin. Normally during the journey further attempts will be made to download the information by the on-board train crew.

Date added: 31/08/2017 9:16

XC Just wanted to say thank you to your excellent, friendly, customer service team on resolving my payment issues due to a system crash in a swift & efficient manner. First class service

Glad to hear our Customer Services team were able to sort things out for you.

Date added: 30/08/2017 19:38

XC on you train, reserved seats, train is packed, air con broke!! Can hardly breathe. So hot!! Other coaches air con but no room!! Elderly boiling hot, I feel faint never mind them!! Shouldn't be allowed! Health and safety!! Very disappointed and angry! 9.44 to Edinburgh from Derby 20.08.17

Sorry to hear your journey with us was an uncomfortable one. All the coaches we have are in use across our network and if there is a fault with the air conditioning in a particular coach we will rectify this as soon as possible although in most cases this can only be achieved when the unit is out of service. Should you wish to raise a formal complaint please email customer.relations@crosscountrytrains.co.uk

Date added: 20/08/2017 10:38

XC. Puzzled that I could not see any identification letter outside access doors to coaches on recent journeys York to Exeter and return. Also, on both journeys, the coaches were not in alphabetical order. Is this the normal practice? D Walker.

All of our trains will have their coach lettering displayed, with our Voyager fleet this is via a digital display near the doors. For our Voyager fleet when running with four coaches the formation will be A, C, D & F and A, B, C, D, F when running with five coaches.

Date added: 17/08/2017 12:53

XC DBY-CPW 09.36 17 August no seat reservation tickets AGAIN! Same excuse!=machine not working! This is important on a long journey what's being done about it?

Sorry to hear, when there is a fault with the reservation printer we will always try and rectify this as soon as possible and if possible arrange for reservations to be printed out from an alternative source in the interim.

Date added: 17/08/2017 10:21

XC brunchtime 1st class fail! Aberdeen to Penzance a long way, no all day breakfast muffins loaded. So no hot food included at all, & no pre-order food service. Free panini?! That's the least you could do seat A32!

Sorry to hear you're unhappy with the catering on your journey with us, ultimately all food/drink items in First & Standard Class are subject to availability.

Date added: 16/08/2017 11:48

XC Ticket conductor on the 18:39 CrossCountry service from Oxford to Birmingham on 02/07/17 was a legend! Classic Yorkshire Banter to keep spirits high on a Friday commute home! Give that man a payrise! :)

Thanks for letting us know, it's always great to hear such feedback about our staff :)

Date added: 14/08/2017 14:11

XC Boarded train from Camborne on what is a overbooked train where single booked seats are spread all over the place and my family forced to sit separately. No food service from Penzance to Plymouth then only a trolley, really!!! Trying to get that trolley through all the people standing and sitting in the alleyways is just ridiculous. Bring back the British Rail. Your a disgrace.

Sorry to hear of the crowding on board, we do advertise on our website that catering will only be in operation east of Plymouth. We decided to remove the shop from our trains in order to provide more space for passengers on board.

Date added: 12/08/2017 9:46

XC reserved seat 30a on 17:50 from RDG to SOU. Seats have no letters and 30 doesn't exist.

The letter on the reservation will designate the coach the seat is in, we can confirm that there will also be a seat 30 on the train as well.

Date added: 10/08/2017 18:12

XC Fantastic support, attitude and care from train guard Russell on the 19.08 train from Leeds to Edinburgh on Sunday 6th August. Despite having a train full of Virgin East Coast refugees whose trains had been halted at Doncaster due to overhead line problems. He was a star and you should be proud to have such a wonderful employee.

That`s great to hear about Russell on your train, we'll pass your comments on to him.

Date added: 08/08/2017 11:54

XC: Edinburgh (13:07) to Plymouth (21:46) train. Great conductor. Friendly and entertaining. Sorry, didn't get his name.

Glad the Train Manager on board brightened up your journey, we'll pass your comments on to them.

Date added: 04/08/2017 16:47

XC Just witnessed Dave, the train manager on the 21.11 from Reading to Oxford on 1st Aug, give amazing customer service to a passenger who others may have been dismissive of. He took the time to investigate any possible options to make his journey cheap and easy. Please give Dave the recognition he deserves!

That`s great to hear about Dave, we'll be sure to pass your comments on to him.

Date added: 01/08/2017 21:28

Xc I travelled on the 14.25 train from didcot parkway to southamton on july 26th and wanted to praise and thank the train manager for her clear and detailed annoucements what a pleasure i thanked her on the journey.

Glad to hear that the Train Manager on board your service made clear and detailed announcements.

Date added: 28/07/2017 23:29

Xc Hi, traveling on 15.00 from Glasgow to Bristol. Seats only reserved on display from GLA to EDB-we then get kicked out our seats at EDB due to a new reservation coming up. This is not customer friendly - tried to reserve a seat at GLA this morning and was told reservations were closed. Now having to stand !! How can this be fair? Regards Kevin Orton

On most of our trains we offer a ten minute reservation system whereby seats can be reserved at short notice, we do advise those who hold no reservations of this via stickers clearly labelled above seats that can be reserved on the day. Ultimately we can only guarantee a seat if a reservation is held.

Date added: 27/07/2017 21:53

XC special thanks to kind Richard @ ticket office Tamworth Low for helping me when I left my handbag on Runcorn Liverpool train yesterday. Helped a lot. Sheena

Glad to hear Richard, as Tamworth is managed by London Midland he would be a member of their staff. Should you wish to contact them directly their contact details can be found here: https://www.londonmidland.com/help-and-contact/more-help/faqs/contacting-us

Date added: 26/07/2017 16:42

XC why do you not stop the Glasgow Bristol train at Burton as their is a big gap in the service from Derby ?>?

Our 07:50 departure from Glasgow will make a call at Burton-on-Trent, there is also a frequent service between Burton-on-Trent and Derby as well.

Date added: 25/07/2017 20:32

XC Excellent service from Katie, Train Manager on my trip from Derby 0944 to Sheffield today. Good information and understanding.

We do love to hear such feedback regarding our members of staff and will certainly pass this on to Katie.

Date added: 22/07/2017 12:10

XC - Roger on the 7:22 train from Leicester to Birmingham was fantastic today, so cheerful made everyone happy with his kindness and heartwarming approach

Glad to hear Roger brightened up the journey for all on board, we'll pass your comments on to him.

Date added: 11/07/2017 8:20