SMS feedback

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

XC Left Birmingham at 17:57 towards Manchester and Jon on retail is very upbeat and so friendly despite a hot crowded train. I hope he is told what a fantastic job he's doing. Lightened up the journey.

That`s great to hear about Jon the Retail Service Manager, we'll pass your comments on to him.

Date added: 09/07/2017 18:30

XC could you get the conductor to make the air con cooler in coach D on the 16:30 from B'ham New Street - far too hot!

I'm afraid this isn't something we can assist with and would need to be raised with staff on board who will do their best to assist with the temperature.

Date added: 06/07/2017 17:06

xc On 07.39 Oxf to Manc. Not used for a while. Forgot how bad it is. Overcrowded. Seat reservation chaos. Cramped seats. Poor 4G and expensive Wifi. Rattling carriage.

Sorry to hear of your experience on our 07:39 departure from Oxford, we'll log your comments regarding your journey with us.

Date added: 06/07/2017 8:06

XC As there is no train manager to be seen, can you make sure the AC in Coach C on the 17:11 from Derby to Edinburgh is at max power? It's insanely warm!

Apologies, we're unable to assist with temperature issues via this channel. On-board crew will be best placed to assist, when not checking tickets they will be located behind the Driver`s cab in Coach A.

Date added: 05/07/2017 17:15

XC Just got on 18:21 from Sheffield to Edinburgh. Carriage D 43 A and the heating appears to be on. 4 July! It's horrendously hot and uncomfortable

Unfortunately we're unable to assist with the temperature on board, in such cases it is best to speak to train crew who when not checking tickets will be located in Coach A behind the Driver`s cab.

Date added: 04/07/2017 18:29

XC On the 1207 Man - Exeter. The young lady bring round the refreshments is a credit to your company. Friendly, efficient and great with your customers.

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

Date added: 28/06/2017 12:38

XC on time, thank you. Seat reservation tickers above seats confusing for many. Lengthy boarding times. 11:45 from York.

Thank you for your feedback and we’re glad you had a punctual journey.

Date added: 26/06/2017 14:15

XC is the ten minute seat reservations not working? I usually get one everyday but since Friday it has said no seat availability it seems odd as I get one every day before. I'm looking on space for win to rdg 0731

If the system is showing that no seats are available then regrettably this would mean that all the seats reservable by text have already been reserved.

Date added: 26/06/2017 6:31

Xc Terrible overcrowding 1237 Oxf to Ban. People standing in all carriages and sitting by doors. Always overcrowded on this service - more frequent trains or more carriages please!

Sorry to hear of the crowding on board, we’ll pass your comments on to our Planning team.

Date added: 25/06/2017 12:46

XC big shout out to James train guard on 1703 ex brum/edin...bearing up under considerable strain and cheerful with it

Thanks for letting us know about James, we’ll pass your comments on to him.

Date added: 24/06/2017 17:33

XC Hearty praise to all your staff who dealt with the incident at Dawlish yesterday evening. The train manager was very calm dealing with 200+ hot passengers.

Glad to hear that the on-board crew handled the situation well

Date added: 22/06/2017 12:07

XC third world train service. An utter embarrassment. No aircon, vet slow, no refreshments, full of rubbish, delayed... need I continue?

Sorry to hear your journey was an unpleasant one, should you wish to raise a formal complaint please email full details to customer.relations@crosscountrytrains.co.uk

Date added: 19/06/2017 20:11

XC currently on 16.03 from BirminghamNew Street. No aircon and sweltering. No free water available to Leeds which is unacceptable - please can water be brought on asap. Thanks JanePrice

Sorry to hear of the conditions on board, if there is an air con fault resulting in hot temperatures then we will attempt to procure water to hand out as soon as possible.

Date added: 19/06/2017 17:07

XC terrible service on Edinburgh-Plymouth train today. Delay getting longer and announcements are inaudible. Awful.

Apologies, if you arrived at your destination at least 30 minutes late please claim Delay Repay https://www.crosscountrytrains.co.uk/customer-service/contact-us/delay-repay

Date added: 18/06/2017 19:39

XC on 15:27 from Cov to Man. I have booked seat and am sat on a filthy floor. There are at least 3 people I have seen with luggage on seats. Train manager doing nothing to sort out. Appalling

Apologies, if you had a seat reservation but were unable to sit compensation may be due. Please email a scan of tickets to customer.relations@crosscountrytrains.co.uk with full details.

Date added: 15/06/2017 15:36

XC Leeds 1911 service to Plymouth. Trolley not moving from Coach F- lots of thirsty people onboard. Any reason why for the inertia? The alleys through the carriages are clear. Unfair on those less able to walk through a moving train.

Unfortunately we wouldn’t have a reason as to why this is, if there is a fault with the trolley itself though then this may mean that a static service has to operate. Apologies for any inconvenience caused.

Date added: 14/06/2017 20:09

XC. On board staff very helpful and friendly this morning on the 0652 Sheffield to Plymouth train.

Great to hear, we’ll pass your comments on to the train crew in question

Date added: 13/06/2017 7:15

XC 4 car voyager 08:28 Derby to Plymouth. Ridiculously over crowded. Time to sort this out!

Apologies for the crowding on board, this service is normally scheduled to run with five coaches. From time to time if we don’t have a five-coach unit available we may have to run a shorter train in its place.

Date added: 08/06/2017 8:39

XC We had such a wonderful experience travelling with you today. All due to Jan, who delivered world class, delightful customer service! Thank you Jan. I hope we can repay you someday. Karen and Joe - the couple with no cash :)

Glad Jan helped deliver a fantastic journey experience :)

Date added: 06/06/2017 14:25

XC travelled on your 1904 Birmingham New Street to Bournemouth. Your guard was a credit to you. Very visible throughout, polite and informative. Thanks, Maurice from Poole

That`s great to hear about the guard on board, we’ll pass your comments on to them.

Date added: 02/06/2017 21:21

XC Fab customer service on the 15:00 from Cheltenham to Plymouth today. Train guard has just given full commentary of sights along the coastal route

Great to hear! : )

Date added: 01/06/2017 16:58

XC. The Voyager trains were unfit for purpose when introduced by Richard Branson in 2003. However when Arriva took over the franchise, you downgraded the trains even further for example by taking out the mobile shop meaning even less fit for purpose. You have had since then to re introduce trains more suited to the long distances served

We removed the on-board shop from our trains in order to supply more room for luggage & cycles on board and to use the limited space we have more effectively, we will however pass on your feedback to the relevant team.

Date added: 01/06/2017 14:26

XC I was on the 19:30 train to Newcastle I was in seat 4a I left a paper bag on my tray it had a plastic cup a blue spray fan and some sweets is there any chance that u have it i am reachable on 07498923915 or angelface82@outlook.com thank you

Any items left on our trains if found will be handed in to the operator of the terminus station, as such we would advise getting in touch with Virgin Trains East Cost lost property: https://www.virgintrainseastcoast.com/customer-service/lost-property/

Date added: 31/05/2017 17:33

XC 7.56 from Doncaster to Sheffield is always full with too many people forced to stand up, can you confirm if any improvements are due to be implemented soon such as more carriages?

Apologies, as part of the direct award we will be increasing capacity on our route between Scotland/North East & the South West from December 2017.

Date added: 31/05/2017 6:36

XC. Fed up of hearing your excuses about your inadequate overcrowded trains. You have had many years to replace these. Sheer greed and incompetence. I now travel via London. Cheaper and much more comfortable.

Unfortunately the fact of the matter is there hasn’t been any spare diesel stock to bolster our fleet with, hence why we’re unable to replace or source additional rolling stock.

Date added: 30/05/2017 17:34

XC Pls ask train man 2 check my daughter Carriage A seat 13 903 from Bhx 2 Edi

Unfortunately this isn't something we can arrange from here, during the journey staff will make themselves visible so it would be best to approach when they come through the coach.

Date added: 28/05/2017 10:58

XC BHM-LEI 11:52 train toilet very clean and nice smelling. Thank you! :)

No problem : )

Date added: 27/05/2017 12:15

XC Nasty bogie hunting in car 60479 north of Doncaster this morning. Need to check it out.

Thanks for letting us know, we’ll pass on your feedback to the relevant team.

Date added: 27/05/2017 9:31

Xc How do I connect to wi fi on board train?..Not forgetting mobile data is not receivable on board.

Full instructions on how to connect can be found in the login portal, alternatively for future reference if you face issues please contact WiFi Support 0330 088 1270/crosscountrywifisupport@nomadrail.com.

Date added: 25/05/2017 15:43

XC On 0844 train from Bristol to Taunton and the train manager's announcement was really upbeat and made me chuckle. Really makes a difference to a journey and more train managers should be like this.

Glad to hear that the Train Manager on board your service is making the journey an enjoyable one.

Date added: 25/05/2017 8:51

XC 5 stars for Roger on the crosscountry to Manchester funny friendly and excellent customer service

Thanks for letting us know about Roger, we’ll pass your comments on.

Date added: 19/05/2017 14:12

XC Thought I'd let you know of a positive experience by your ticket checker Fred, he was friendly funny and giving light and breezy quips to all. Lightened my day up :)

That`s great to hear about Fred, we’re always happy to hear such comments about our members of staff

Date added: 19/05/2017 13:57

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