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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 Penkridge station is unmanned and has a self service ticket machine. This machine is not included the dropdown menu on your website. When will this omission be corrected?

Thank you for bringing this to our attention, we have now raised this with the team responsible for the website to have Penkridge added. While the website will request you to choose a specific station for ticket collection tickets can be collected from any station with the required facilities so if you opt to collect from another station tickets can still be collected from Penkridge.
Date Added: 23/05/2016 15:08:47

XC awful delayed service: 15.08 from Edinburgh, not enough seats.Can't have a hot drink as it can't be served to us without being in paper bag and no paper bags

Apologies for the delay, crowding and lack of hot drinks on our 15:08 Edinburgh to Birmingham New St service. As your service was delayed by at least 30 minutes then compensation will be due under our Delay Repay policy: crosscountrytrains.co.uk/customer-service/contact-us/claiming-compensation-for-a-delay
Date Added: 22/05/2016 17:12:34

XC I wish to thank Richard train manager on the 7.18 train Sheffield to Birmingham on 18 May for excellent customer service and support in helping me retrieve my lost case from the previous evening in Birmingham Thank you so much appreciated!

Thank you for letting us know about Richard our Train Manager and how he was able to help you retrieve your lost case, we will be sure to pass your comments on to him.
Date Added: 21/05/2016 08:46:41

XC Conductor on the 18:45 from York to Bristol is a lovely happy chappy! Helped me out when I was stuck. Made the journey more enjoyable!

Glad to hear that our member of staff was able to help you out, we will be sure to pass your comments on to them.
Date Added: 19/05/2016 19:17:38

XC 'Leigh' train manager on the Brum-Notts route. lovely bloke but please refrain from yelling head off down the PA system when making announcements, makes our ears bleed!! can hear you really well at your 'in carriage' volume, so thats plenty for the announcements too. Ta

Sorry to hear that the announcements were too loud on your recent journey with us, we will make a log of your comments regarding this
Date Added: 18/05/2016 18:31:20

XC pathetic service today from Narborough to Leicester. That's why I don't use you.....

Sorry you're unhappy with our service, without knowing the specifics we're unable to issue a further response. Should you wish to raise a complaint in full contact details for our Customer Relations team can be found here: crosscountrytrains.co.uk/customer-service/contact-us
Date Added: 16/05/2016 22:19:05

XC. I travelled in your 10:57 service to Mcr Piccadilly from Birmingham New St today & just wanted to say how fantastic the train manager was. I've travelled with him a few times now & he's a delight with friendly words for everyone & lots of jokes. He's a real credit to your company. If all your managers were the same it would make me choose XC every time rather than Virgin. Caroline Ellis

Great to hear how the Train Manager has brightened up your journeys with us, we'll be sure to pass your comments on to him.
Date Added: 14/05/2016 19:25:59

XC so much for travelling first class. No complementary food on the 18:05 from Edinburgh. And only three hot sandwiches for sale. Even VTEC are better than this!

Apologies for the lack of complimentary items available on your journey, we will always try & ensure the train is adequately stock for the next journey so apologies this wasn't the case on the 18:05 departure.
Date Added: 13/05/2016 18:30:04

XC I am absolutley disgusted with delays from leamington spa to coventry. I have been trying to get home since 5pm & am stuck at coventry station due to missing my connection to Nuneaton. Nobody is willing to give me a refund so I can use other sources of travel. Coventry staff cannot help me as they are virgin staff.cross country = Always delays!!

Sorry to hear of the delay you experienced, if you arrived at your destination at least 30 minutes late please remember to claim Delay Repay: crosscountrytrains.co.uk/customer-service/contact-us/delay-repay
Date Added: 13/05/2016 18:29:03

XC I have to say I am sick and tired of the terrible service offered by XC trains. I pay £100 a day in travel & to be stood next to a toilet is unacceptable service!

Apologies, ultimately we can only guarantee a seat if a seat reservation is held. Further information on making seat reservations can be found here: bit.ly/23NyQdE
Date Added: 11/05/2016 17:20:07

XC 15.30 train from birmingham to Newcastle was freezing! 10 degree weather and cold air blasting

Sorry to hear of the temperature on board, in such cases we'd recommend speaking to the Train Manager who may be able to assist.
Date Added: 10/05/2016 17:28:58

XC seat reserved over 8 hours before is still showing as available on the electronic display. 18:11 from Leeds to Sheffield. Please update more frequently!

Sorry to hear, if reservations fail to download at the journey`s origin further attempts will normally be made until the reservations have downloaded successfully.
Date Added: 05/05/2016 18:10:53

XC Why can't electronic seat reservations be updated more frequently? I reserve tickets on the day (=30 mins before) but they always show as available - annoying for me and the people sat there!

Sorry if the reservations weren't showing on your recent journey. These will normally download prior to the train`s departure from the origin station, if they've failed to download at the origin then usually further attempts will be made to download these.
Date Added: 05/05/2016 08:31:37

XC "1st class" Bmth Manc. Horrible food, useless wifi, erratic temp, swaying jostly ride, diesel drone, no soap in toilet, uncomfortable seats. Over priced rubbish overall.

Sorry to hear of your thoughts of our First Class, should you wish to raise a formal complaint with full details please email customer.relations@crosscountrytrains.co.uk
Date Added: 04/05/2016 08:35:30

XC. I'm on 1605 Edinburgh to Bristol TM in 1st Class. There's a distressed passenger. Your guys are being brilliant with her. Well done to them. They deserve a pat on the back. Ged Welch.

Thank you for letting us know about our staff in First Class on the 16:05 and we're glad to hear how they handled the situation with the distressed passenger. We'll make your comments available to the crew concerned.
Date Added: 03/05/2016 16:44:37

XC Just witnessed yr train manager, Paul (1407 Darlo->Brum) very thoughtfully suggest a move to a particularly long-legged chap squashed at a table - impressed!

Great to hear about Paul our Train Manager, we'll pass your comments on to him.
Date Added: 03/05/2016 14:52:07

XC Just wanted to say the service that your guy in first class on the 7:35 Stockport to Bournemouth was great. He was very attentive and noticed I was not drinking tea or coffee so brought me a fruit tea. Very nice touch. Can you pass this on?

Glad to hear of the attentiveness of our member of staff, we will be sure to pass your comments on to them and their manager.
Date Added: 03/05/2016 09:46:58

XC Both toilets out of order on 1645 Cardiff to Nottingham service today. Announcement made near Newport. No alternative arrangements made. Some desperate customers- poor experience.

Sorry to hear both toilets were out of order on the 16:45 from Cardiff, while the toilets do undergo frequent maintenance & tanking unfortunately on rare occasion it may be required that both are closed if we're unable to remedy the situation while the train is in service. We will certainly feed back your experience to our Fleet team.
Date Added: 02/05/2016 18:03:30

XC just want to say that Carl, the retail sales manager is outstanding. I'm on Southampton to Manchester Piccadilly. 0916 service. Credit to your company.

Thank you for letting us know about Carl, we'll be sure to pass your comments on him.
Date Added: 02/05/2016 10:38:43

XC what a lovely good humoured conductor on the 0719 from wake2birm thanking everyone for their patience on crowded train

Glad to hear about our member of staff & apologies if your train was crowded, we'll pass your comments on to the crew member in question.
Date Added: 27/04/2016 09:20:31

 

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