This company needs to spend some time training staff to not be so selfish and ignorant. Spent 10 mins stood up because the conductor was incapable of issuing a ticket. She was sat down with her legs r... Toon meer
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Lees wat reviewers zeggen
Delay repay is a total scam. Train delayed for around 1 hour on 6th October and declined my claim and appeal without even giving me the chance to show the screenshots and confirmation of train... Toon meer
Last night there was a platform change at Oxford Rd to Lime St We were travelling with my elderly mother who is visually impaired and has difficulty walking. I can’t thank the staff enough at how th... Toon meer
Train had a blocked toilet and urine and whatever else was flowing down the carriage. Complained and was assured it was being dealt with by a supervisor. The supervisor cut me off after I had waited... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Northern connects communities across the North of England, helping millions of people get where they need to be every day. Whether you’re commuting, heading out for a day trip, or visiting friends and family, we’re here to make your journey as smooth and comfortable as possible. We’re always working to improve, listening to feedback and focusing on what matters most to our customers – reliable services, helpful staff, and clear, timely information.
Contactgegevens
Northern Trains Limited George Stephenson House, Toft Green, YO1 6JT, York, Verenigd Koninkrijk
- 0800 200 6060
- enquiries@northernrailway.co.uk
- www.northernrailway.co.uk
1,6
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2K reviews
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Cancelled my 1521 train 1 minute after…
Cancelled my 1521 train 1 minute after booking tried to get a refund 5 working days.
Finally got next train 1557 no seats delayed 8 minutes before it left the station. Absolutely disgusting filthy inside. I know it’s a cheap journey but why cannot anything be on time ever.
6 oktober 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Neil Pearson,
Thank you for your review. We’re sorry to hear your journey was affected by a cancellation, as well as a delay and overcrowding on the next service which you ended up travelling on — we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Purchase flexi passes, they take them away
As a regular traveller I purchase flexi passes, for the third time now when I purchase them they remove them after you’ve paid. Purchase 8, they take 3 all within the useable timeframe. Who has time to keep calling to ask for the money back for what you’ve taken from me when I’ve paid in good faith.
1 oktober 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Katie Ardron,
Thank you for sharing your experience with us. We’re sorry to hear that your experience when using Flexi Season tickets didn’t meet the standard you’d expect
This isn’t good enough and we’re sorry. If you’d like us to look into this further, please don’t hesitate to contact our team directly at https://help.northernrailway.co.uk/s/contactsupport with details of your ticket and journeys.
Thank you again for letting us know.
Best wishes,
Northern Customer Experience Team
Worst customer services I've ever encountered
My daughter bought a young persons Railcard that would not upload. After 3 hours on the phone I emailed a complaint. After several promises someone would contact me and resolve nothing happened and I repeatedly asked for a refund.
They eventually gave me £35 as a 'goodwill gesture', which was essentially a refund. No good will at all.
1 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Helen Bradford,
Thank you for sharing your experience with us. We’re sorry to hear that your experience when purchasing a Railcard didn’t meet the standard you’d expect. We are also sorry to hear that the same was true when you contacted us in regards to this issue.
This isn’t good enough and we’re sorry. If you’d like us to look into this further, please don’t hesitate to contact our team directly at https://help.northernrailway.co.uk/s/contactsupport with details of the previous case you have with us.
Thank you again for letting us know.
Best wishes,
Northern Customer Experience Team
Chester to Leeds
The conductor James, on the 1526 train from Chester to Leeds on October 3rd, is simply amazing. He made the journey memorable by being so entertaining and friendly. I could see that the children absolutely appreciated it. Northern - you have a true gem amongst your staff and I hope you show him how much he is appreciated and cultivate employees such as him.
3 oktober 2026
Review zonder uitnodiging
Antwoord van Northern
Hi SS,
Thank you so much for taking the time to share this — it genuinely means a lot to the whole team.
I am pleased to hear that the conductor onboard the 15:26 service between Chester and Leeds on 3rd October made the journey memorable through being friendly and entertaining.
We work hard to make every journey as good as it can be, and it’s great to hear when we get it right. We hope to see you on board again soon.
Best wishes,
Northern Customer Experience Team
Back to Square One
Earlier on this year, I gave Northern Rail a quite positive review, as it appeared like the service was improving. However, after tonight's experience, I would say that is NOT the case and I would now give Northern Rail a ZERO-star rating if it was possible. This review being based on the following facts....
As a pensioner, I do not expect to get stranded in a town centre at midnight. My train scheduled for 11:20pm had still not turned up at 12:20am, at which point I gave up and had to start looking for a taxi. Perhaps Northen Rail would like to compensate me, for the unexpected £15 taxi fare for my return journey home? Abysmal service and totally unacceptable!
2 oktober 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Elwyn Jones,
Thank you for your review. We’re sorry to hear your journey was affected by disruption when travelling on 2nd October — we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be.
Because you ended up paying for a taxi, we’d welcome the chance to understand what went wrong so and look into this properly. Please feel free to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey and we’ll do our best to help.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Impossible to board the trains at…
Impossible to board the trains at Manchester Airport
Ticket machines are inside the barrier - which needs a ticket to cross
No buying tickets allowed on train
20+ minute queue at one desk for a ticket
Take the bus or get a taxi instead - the taxi is almost the same price as the train nowadays
2 oktober 2026
Review zonder uitnodiging
A harsh judgement given that we got…
A harsh judgement given that we got home in the end, but it was no thanks to Northern. The last train north out of Manchester was cancelled at short notice and only the more mobile and informed customers were able to work out just in time that the last train south would get them to Warrington from which they could travel north again on Avanti. What happened to those who weren't nearly an hour early for the cancelled train or couldn't join the stampede across the bridge at Oxford Road is anyone's guess. It happens all the time so that you can't rely on the train if you want an evening out in Manchester.
1 oktober 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Matthew Cole,
Thank you for your review. We’re sorry to hear your journey was affected by disruption due to the cancellation of the last service out of Manchester — we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be.
If your journey was delayed by 15 minutes or more, you may be entitled to compensation under our Delay Repay scheme. You can claim at https://delayrepay.northernrailway.co.uk/en/login
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Absolutely abysmal service
Absolutely abysmal service. It has been five years since I have used the northern rail service from Pontefract to Leeds and it’s safe to say - it is worse than ever! Trains are cancelled and delayed on a daily basis and the carriages look like something out of the 1920s
30 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Warda,
Thank you for leaving a review. We’re sorry to hear you’ve had a poor experience with us.
I would specifically like to apologise for the delays and cancellations you have experienced when travelling between Pontefract and Leeds, as well as for the condition of our trains on these services.
If your journey is delayed by 15 minutes or more, you may be entitled to compensation under our Delay Repay scheme. You can claim at https://delayrepay.northernrailway.co.uk/.
Best wishes,
Northern Customer Experience Team
I ABSOLUTELY CANNNOT RECOMMEND A…
I ABSOLUTELY CANNNOT RECOMMEND A COMPANY THAT CAN CANCEL TRAINS WITHOUT LOOKING AFTER THEIR PASSENGERS, AND THEN CREATE A COMPENSATION SYSTEM THAT IS SO UNWIELDY.
On Saturday 5th September, my friend and I decided to have a day out at Saltburn.
Our train from bishop Auckland got us there fine in the morning.
We boarded the 15.26 train in Saltburn to come home. A few minutes after the departure time the driver walked through the train to tell his passengers that the train was not going to run, and no more would get through that evening because of problems on the line between Saltburn and Middlesbrough. I asked about a replacement bus and he suggested it would take ages for the company to arrange this. His suggestion was to find the Saltburn bus stop to Middlesbrough, travel there by bus and then catch a train from Middlesbrough to Bishop Auckland.
We found the bus stop but there were many people waiting (mostly the other passengers Northern had failed). I used my phone to call an Uber which arrived in two minutes and we were driven back to Bishop Auckland by a delightful driver who charged us £28.
Since then, I have been trying to claim compensation for the return tickets and the cost of the taxi. Northern's website is useless, the guy in Bishop Auckland station where we had bought our tickets could not help and so far I am still out of pocket.
5 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Lorraine Stephens,
Thank you for your review. We’re sorry to hear your journey was affected by a cancellation, when travelling from Saltburn to Bishop Auckland on 5th September — we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be.
On 5th September, services between Saltburn and Bishop Auckland were affected by a burst water main flooding the railway, which was outside our direct control. We apologise for the impact this had on your journey, and for the fact this meant you ended up paying for a taxi instead.
I am also sorry that you have struggled to apply for compensation after this. So that we can look into this properly, please feel free to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey and we’ll do our best to help.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
They’re normally running 6-cart trains…
They’re normally running 6-cart trains between Skipton and Leeds, but often put three carts on outbound from Leeds at rush hour after work meaning everyone is packed in like sardines. Viruses spread easily because everyone is so packed together. On the roof there is nothing to hold on to so when you are stood up it’s unsafe. I also have a railcard but the app doesn’t take that off my trip, unless I pay in person on the train. However the conductor doesn’t always come around and they attempt to give warnings when you attempt to then pay at the station. In summary, a pretty lousy service IMO.
30 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Tom Wild,
Thank you for sharing your experience with us. We’re sorry to hear that the services you travel on between Leeds and Skipton are often overcrowded, with them being formed of 3 carriages, instead of the usual 6.
This isn’t good enough and we’re sorry for the inconvenience this causes for you.
If you’d like us to look into this further, please don’t hesitate to contact our team directly at https://help.northernrailway.co.uk/s/contactsupport with details of your journey.
Thank you again for letting us know.
Best wishes,
Northern Customer Experience Team
Poor attitude to customers
Poor attitude to customers. We really are a nuisance to their jobsworth way of work
This organisation has a sad culture which really puts you off rail travel. Why do they?
28 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Richard B,
Thank you for leaving a review. We’re sorry to hear you’ve had a poor experience with us.
We’d welcome the chance to understand what went wrong so we can look into it properly. Please feel free to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey and we’ll do our best to help.
Best wishes,
Northern Customer Experience Team
Embarrassingly bad service and no accountability
After a journey was disrupted by a cancelled Northern train, I submitted a claim because I arrived around an hour late and incurred extra taxi faires.
Over the course of trying to resolve it, I was given a series of completely different random reasons for rejecting the claim, including that I hadn’t actually travelled/ they couldn’t find the timetabled journey (despeite me sending screenshots), and that one of the legs of my journey was supposed to be travelled on foot (plainly wring, see ticket)— all of which I was able to demonstrate were incorrect.
After numerous emails and asking for the matter to be properly escalated, I have now bizarrely received one email saying the claim is being paid (£23), while another person on a separate email thread has responded with yet another generic lie.
Its just plainly embarrassing to receive random emails, of which none of the representatives seem to read the emails that they are responding to.
The amount isn’t really the issue at this point. It’s the extraordinary amount of time and effort required to resolve a straightforward Delay Repay claim, and the repeated deflections and lies.
Northern’s constant delays already cause significant disruption to passengers.
The least customers should be able to expect is an efficient process which they promise on their website. But its far from the truth
21 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Customer,
Thank you for sharing your experience with us. We’re sorry to hear that claiming for a taxi fare you had to pay for didn’t meet the standard you’d expect, and that you received conflicting emails regarding this taxi fare. This isn’t good enough and we’re sorry.
If you’d like us to look into this further, please don’t hesitate to contact our team directly at https://help.northernrailway.co.uk/s/contactsupport with details of your previous correspondence.
Thank you again for letting us know.
Best wishes,
Northern Customer Experience Team
Lots of delays and train faults
Fairly good when it is running, got a train from Barnsley to Sheffield, was delayed for more than 15 mins, the announcements are very hard to understand as well. The return journey, they changed the platform from 1a to 1b, ended up being the older train instead of the train from Nottingham to Leeds, was then 10 mins delayed reaching Barnsley
26 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Matthew Draper,
Thank you for your review. We’re sorry to hear your journey was affected by a delay, as well as the announcements onboard your outward service not being easy to understand. I would also like to apologise for the platform change, and delay that you experienced on the return journey.
If your journey was delayed by 15 minutes or more, you may be entitled to compensation under our Delay Repay scheme. You can claim at https://delayrepay.northernrailway.co.uk/en/login.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Train cancelations or late
Train cancelations or late. Never on time. Not enough carriages and people forced to stand and squash like sardines. Absolutely crap service on peak times.
24 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Ian Taylor,
Thank you for your review. We’re sorry to hear your journeys have been affected by disruption, as well as overcrowding, when travelling with us— we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be.
If your journey was delayed by 15 minutes or more, you may be entitled to compensation under our Delay Repay scheme. You can claim at https://delayrepay.northernrailway.co.uk/en/login.
Regarding the overcrowding, if you would like us to look into this further for you, please do not hesitate to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey and we’ll do our best to help.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Appalling customer service
Appalling customer service. I travel on Northern Rail regularly and the service is poor at best with frequent delays, cancellations on dirty old rolling stock. But my review is really about the customer service department. I emailed them almost 6 weeks ago asking for advice and guidance information on traveling with a cycle. It took more than 4 weeks for any response, when they merely asked for a copy of my ticket and the date/time of travel. Totally irrelevant to the nature of my request, so the weeks go by and I’m losing what little confidence I had that I will ever get a response.
19 augustus 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Duncan Bennett,
Thank you for your review. We’re sorry to hear your journeys with us are affected by delays, cancellations and issues with cleanliness onboard our trains.
If your journey is delayed by 15 minutes or more, you may be entitled to compensation under our Delay Repay scheme. You can claim at https://delayrepay.northernrailway.co.uk/en/login.
I am also sorry to hear of the delay you have experienced when contacting us, and for the additional inconvenience this has caused for you.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Absolute joke of a company
Absolute joke of a company and rail service. Never once had a train depart on time, and well over half the time it's from the origin station! Plus the trains are either middling (newer) or terrible, decades-old buckets of bolts. Quite possibly the worst rail provider in the country.
23 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Josh King,
Thank you for sharing your experience with us. We’re sorry to hear of the disruption you have experienced whilst travelling with us, as well as the fact that the quality of our trains didn’t meet the standard you’d expect.
This isn’t good enough and we’re sorry. If you’d like us to look into this further, please don’t hesitate to contact our team directly at https://help.northernrailway.co.uk/s/contactsupport with details of your journey.
Thank you again for letting us know.
Best wishes,
Northern Customer Experience Team
Horrendous company.
Horrendous company. Train cancelled mid journey (happens all the time). Had to get off before my stop and get a taxi to make it on time. Tried to use delay and repay which is an awful system. Kept rejecting it saying I was delayed only 12 mins when it was cancelled. Tried submitting again and now can't as it auto rejects when you have tried once. No one to talk to. It's not a lot of money but the principle of being an awfully run company and letting people down, only to then make it impossible to claim back on. Will actively use other rail networks where I can from now on.
19 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Jonny Dennis,
Thank you for your review. We’re sorry to hear your journey was affected by a cancellation mid-journey — we understand how frustrating this can be, particularly when you’re relying on us to get you where you need to be. We would also like to apologise for the difficulty you have had applying for Delay Repay compensation, in the aftermath of the cancellation.
Regarding the disruption you experienced, as well as your Delay Repay claim, we’d welcome the chance to understand what went wrong so we can look into it properly. Please feel free to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey, and your Delay Repay reference and we’ll do our best to help.
We’re sorry we let you down on this occasion and hope to provide a much better experience next time.
Best wishes,
Northern Customer Experience Team
Great staff
Shout out to the conductor on the 11.49 from Newsham to Newcastle as it was running late we were going to miss our connection from Newcastle to Carlisle.She told us we could still use our tickets on the 11.53 to Carlisle and the platform it would leave from and she would be the conductor on that that train.What a really pleasant and cheery lady and a credit to yourselves.
15 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi George,
Thank you so much for taking the time to share this — it genuinely means a lot to the whole team.
I am pleased to hear that the conductor onboard the 11:49 service from Newsham to Newcastle was helpful regarding onward journey planning when your service was delayed.
We work hard to make every journey as good as it can be, and it’s great to hear when we get it right. We hope to see you on board again soon.
Best wishes,
Northern Customer Experience Team
They get worse
Never ever plan a journey around these idiots
15 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Jack,
Thank you for leaving a review. We’re sorry to hear you’ve had a poor experience with us.
We’d welcome the chance to understand what went wrong so we can look into it properly. Please feel free to contact our team at https://help.northernrailway.co.uk/s/contactsupport with details of your journey and we’ll do our best to help.
Best wishes,
Northern Customer Experience Team
Lovely experience riding in the Lake District
Lovely experience riding from Windermere to Oxenholme. Comfy seats, and the guard was so nice. When he scanned my ticket he also knew off the top of his head which train service I’d need to change to next and what platform it was on. Was lovely and peaceful.
(My train was 2pm, Tuesday 15th September 2025, Windermere to Oxenholme)
15 september 2026
Review zonder uitnodiging
Antwoord van Northern
Hi Lily Muir,
Thank you so much for taking the time to share this — it genuinely means a lot to the whole team.
I am particularly pleased to hear how helpful the guard was on your service between Windermere and Oxenholme on 15th September, with him providing information regarding your connection.
We work hard to make every journey as good as it can be, and it’s great to hear when we get it right. We hope to see you on board again soon.
Best wishes,
Northern Customer Experience Team
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