London Northwestern Railway Reviews 

This company really are living in the dark ages. 3 journeys I have been on since end of January where there have been no working toilets.
I don't travel often every other weekend, once a week max.. so this makes it even worse that our of 6 to 8 journeys the toilets have been out of order on 3 of those.
The company are still happy to charge ridiculous amounts for a ticket for you to either have a delayed service, have to stand, or not even have toilets working.

Currently on train that was delayed at Northampton No announcement since yesterday hen but delayed stop every station. Then suddenly announces at Bletchley change train. The doors on that new train would not open. Farcical.

Cancellations and delays happen on a daily basis and often at peak times, you never know whether you’d be able to get into or back from London, not to mention “on time”. How is it possible for a commuter to plan their life (work/ family ) when the LNR service is so unreliable? Disgraceful!

There is an entrenched problem with short forming of trains between Leighton Buzzard and London. Key peak trains are often reduced to 8 carriages from 12 e.g. 1756 from Euston or the 0747 from Leighton Buzzard. This happens so frequently it is depressing to have to stand for the journey in cramped conditions

I just want to say a massive thank you to Heather from customer service, she was very efficient in helping me with my refund, taking the time to fully understand the situation, and was warm, friendly and professional. I appreciate your help!

Bit of a joke really! Replacing the trains with double decker buses that cannot match the timetable illustrated time hence I've missed my connection.. and I have no idea how I will get home..

I have been told to try getting on another train, getting off at rugby andmaybe catch the train going to Stafford ... I want all of my money back and about time this type of service was bought back under goverment control.. I am not a happy bunny and I have to order a uber from Ruby to Stafford even less so

The trains are far too unreliable, reliable information is non-existent, and the new trains have seats that are so uncomfortable.

Awful. Never left a negative review (for anyone) before until now! So tired of their cancellations and delays. They are not fit to run a railway! Going to have to complete my journey by taxi at significant expense to me. Their licence to operate needs to be withdrawn.

My child was taking the train from Rugby to Birmingham and was issued a penalty charge of £100 plus the fare of a ticket. This is in spite of him having a ticket only a child's one which was £4 cheaper than the full fair.
An honest mistake, however the fine if so extreme for the so called crime, I think it's disgraceful. This is a 16 year old, a child in the eyes of the law but somehow these companies can declare him an adult for their own profit.
£113 fine for a £4 discrepancy and they did not even offer him the chance to just buy the right ticket, what message is this sending to people who try to do the right thing???
LNW and the so called independent appeals process should be utterly ashamed of yourselves, but you won't be whilst counting you profits

I’ve had one of the worst customer service experiences with London Northwestern. My train was delayed by over 30 minutes, and I was told it wasn’t being given priority—something I could clearly see myself. Despite this, there was no guarantee the train would even run, and when I tried to make alternative travel arrangements, I was denied a refund.

So let me get this straight: passengers are expected to sit and suffer through delays with no option to make their own journey without financial penalty? That logic is completely flawed. If your service is unreliable, how can you expect customers to just wait indefinitely?

To make matters worse, a month later I was told to submit another complaint. How hopeless is that? It feels like a system designed to wear people down rather than resolve issues. This is not just poor service—it’s a complete disregard for the passenger experience.

A regular commuter. I never get a seat. The trains are often short form. They’re very frequently late. So much so, that I have to aim for a train an hour before.

It seems to be getting worse every week.

Terrible service .The trains are always over crowded.

Crammed, oversold, uncomfortable
Train reduced from 10 carriages to 4 but still with the same amount of people squeezed onto the train, people in doorways, corridors, toilet, absolute shambles. Pay the extra and travel in comfort . No chance of getting off this train in the event of an emergency. Still letting more passengers on at the stops. Disgusting

Used them several times recently and every single train they touch is delayed. New record was an hour and a half total delay. Absolutely useless

Just a continuously rubbish service. Doesn't matter what time of day or what day of the week. It's just one cancellation after another or one delay after another. It's a shockingly below standard service. There really are no redeemable features with this service.

Beyond awful.would give 0 if I could.worst service on the train network

Bought 2 return tickets to London and selected off peak. When printed tickets they had changed to super-off peak. This has fewer train choices. So paid for one type of ticket and got a more restricted ticket. This is unacceptable.
I'll be glad when the government gets round to nationalising the railways and introduces a more sensible and understandable ticket structure

Worse service ever. I had a delayed service for more then 1 hour only to get a compensation for £2.63 wow...
I mean are they serious, this company must do better or it just shows that you don't really care about customer service your only out for profiting on people's misery. Absolutely terrible....

Train constantly comes late will stop on the track every now and then no charging plugs, Platform changes, not good wifi, has not open doors loads of times coming back to my home station the conductor has to come and open one door it could go of if i didn't notice it and the conductors dont apologize or say anything and sometimes give dull responses like i dont know if i ask whats happening or ignore you.

Had incredibly poor service from Avanti when getting up to Crewe from London, so took an LNR train instead and found that the train was clean and modern and the staff were exceptionally friendly. The train arrived slightly late, but I'd absolutely travel with them again.