EMR Reviews 

Arriving at Sleaford station with a mobility scooter. No staff available for assistance to get out the station from platform 2. Called information for assistance. Couldn't help. Called EMR customer services. On hold for 35 minutes. Unanswered call. Eventually found way out after 40 minutes. Not good

The WORST network I have ever experienced!! Dirty outdated trains, train from Norwich to Liverpool Lime Street did not have a single plug or charging station for customers to charge devices. No WiFi. No food trolley. Bearing in mind it was a 6hr+ journey! Trains are either delayed or overcrowded. It’s all a money grab! They do not care about customers at all!!!

I have purchased a ticket for a trip to London. The train were cancelled and I was forced to purchase a brand new ticket. The train was cancelled 20 minutes prior to departure. This is completely unacceptable and I will be raising a formal complaint.

I was travelling from Leicestershire to Hastings at the end of September. The journey involved changing twice in London, something I'd never done before.
I spoke with the guard on the Leicester - London train.
He was so helpful and made a difficult journey that much easier. I was travelling on a ticket which was very cheap, BUT, I had to catch specific trains with little leeway in terms of time.
Therefore, his help was invaluable on the day.

Would not even give 1 star if it was an option. On top of the endless delays and cancellations the attitude of the staff is extremely rude and ill mannered.Utterly disgraceful and shambles.

I put my 81 year old friend on the 6.43 train from Long Eaton to St Pancras, but when it pulled up it was absolutely rammed with people standing in the corridors, obviously no seats. He however got on, the doors closed and I felt very worried, as I knew he would not be able to stand. Then the Tim the guard came along and I told him, he said leave it to me, he unlocked the door, shouted my friends name, got him off the train, walked him to the front of the train, and put him in first class. I was so relieved and so was my friend . The guard said we do this in these circumstances (he said his name was Tim).
What common sense, and I think this was excellent customer service. Thankyou.

Late. Every. Single. Time. And then have the nerve to “thank you for travelling with EMR”. It’s a train; I didn’t have a choice. If I did, I *wouldn’t* choose to travel with EMR. Their complaints process is also not worth bothering with - completely missed the point (or ignored it) despite me laying out very clearly what the problem was, and was the preferred resolution would be. Oh, and the car parking system is horrendous. I am very pleased to have found a commuting solution which involves paying 75% less to park somewhere else, and catching a Cross Country train.

Great service provided on our recent trip to London from Sheffield by Nathan and Ethan who couldn’t do more to make our journey great. They were polite, super helpful , and extremely courteous It was my sisters birthday and they went above and beyond to make her day special . The train was on time , staff super helpful and all in all a great journey. We normally travel from Doncaster on LNER but we are strongly looking at changing routes now , thanks EMR credit where credits due

Totally useless.
07.36 robin hood service to worksop cancelled twice in the space of less than a week. First time, didnt even make it out of Nottingham and today, made it to Bulwell only for the engine to fail and breakdown so cancelled again.
Train I was on the other day was leaking from the roof above where I was sat.
Still have a complaint about a member of their staffs behaviour outstanding from over a month ago and also money owed from a previous delay repay which the paid incorrectly.
The railways are some of the highest paid in the UK and yet offer the worst service and reliability. Not quite sure how that works????

Great service, really nice worker who dealt with a negative experience very well

Filthy trains needing upgrading but the route from Ely to Liverpool is useful as it is cross country. I was delayed twice on the bit from Ely to Norwich missing my connection to Great Yarmouth so had to wait an hour and journey extended by an hour I was invited to claim back the fare which was incredibly time consuming snd received £3.14. Two weeks later same delay and this time I’ve spent a couple of hours trying to get on my account and then tried to open a new account. It won’t even take my name until the fifth attempt. It doesn’t recognise the password do changed it changed my e mail address. Totally impossible to claim the amount and of course it keeps their percentage of of repayments lower. I would just like to say this site needs looking into as it’s not fit for purpose. If someone knows the manic formula please enlighten me.

I travel EMR quite often and there’s a lot that’s annoying with the company but the people are great. Thank you to EMR St.P platform staff this morning for helping me make my 10.32 train to Sheffield.

Terrible service this weekend. They have stopped seat reservations so people have to queue and then there's a mad rush for seats. We stood for 2 hours from London to Sheffield and the toilets were out of action too!

I would like to express my sincere appreciation to Donna at EMR for her kindness and exceptional customer service on 15 September 2026.

I missed my pre-booked train from Corby to London after having to return home for something I had forgotten. I explained the situation to Donna, and she kindly reassured me not to worry and promised to get me on the next train. True to her word, she did exactly that!

I was fully prepared to pay the fare difference, but Donna kindly arranged it as a goodwill gesture at no extra cost.

Such a thoughtful act of kindness made a stressful situation so much easier. I am sincerely grateful to Donna for going above and beyond. She is a real credit to EMR. Thank you once again, Donna! ❤️

Unreliable, overcrowded and outrageously expensive

Having lived in many different areas and relied heavily on train services, I have never experienced such an unreliable train operator as EMR.

If you are considering moving somewhere served by EMR, think very carefully before making that decision. The service is plagued by sudden, permanent cancellations of commuter trains, constant delays, infrequent services, overcrowding and the frustrating need to change trains repeatedly for journeys that should be straightforward.

The reliability is so appalling that I have experienced a train arriving on time only once, to the point where I actually had to ask a member of staff whether it was the correct train!

On top of all this, the fares are incredibly expensive. Passengers are expected to pay a fortune for a service that consistently fails to provide the reliability, frequency and quality they deserve.

Something needs to change. Passengers should not have to pay such extortionate prices while dealing with cancellations, delays, packed trains and unnecessarily complicated journeys. It feels as though commuters are being taken for granted, charged a premium and given very little in return.

This is simply unacceptable. EMR needs to take responsibility and provide a service that is reliable, reasonably priced and fit for purpose. Passengers deserve far better than this. Shameful.

EMR use old trains from Norwich to Manchester or 40 years old. Also no refreshments trolley on the leg from Norwich to Nottingham. TRAIN NO WIREFI DUE to age.

They’re terribly shit. Train that is a claimed price is ‘unavailable’ despite being a specific price. And even that shitty expensive train is late and not worth the money. Worthless money grabbing assholes.

I had pre booked a train from St Pancras to Chesterfield for today 15th October. I had booked the time as I had a hospital appointment at St George’s hospital in Tooting and was unsure how long it would be. As it happened I got back to St Pancras at 1:35 in time for an earlier train. I checked on line and the two train were selling at the same price so I asked an EMR attendant if it was possible in catch the earlier 2:02 train she was quite abrupt and seemed annoyed that I had spoken to her and said no. As I was walking away another EMR attendant asked if needed help. I told him the same thing. He said he would help me and was going to allow me to board the earlier train. The first attendant must have seen him talking to me and called him over. He came back and said he could no longer help me as the first attendant had told him not to. What is this all about, not good customer service that’s for sure, clearly there was room on the earlier train it was just one unhelpful attendant overriding and more helpful one. Either there was room on the earlier train, in which case why not let me travel or there wasn’t room in which case why did the second attendant offer to help.
Maybe some customer service training would be in order.

I recently had to travel from Norwich to Preston on the train alone I’m 78 with Rheumatoid Arthritis and was concerned how I would manage
My brother in law suggested I ask for Passenger Assistance at the station
The whole experience was wonderful They assisted me onto the train and found me a seat I was met in Manchester and assisted onto the next train to Preston
This part was particularly helpful as the station was packed and I was a bit lost until the assistant came to my rescue
My disability isn’t always visible as I have good and bad days never knowing when it might flare up
Thank you so much the team that helped me
it was very much appreciated

Worst train company. Travelled many times always at least one toilet not working. Sockets not working in 2 of the carriages. No wonder people carry on using their cars.