London North Eastern Railway Avaliações 1.725

Good all round experience

The first class service was great. Comfy seats, friendly staff and the lunch was great.
Kings cross lounge although revamped is still a bit small and very limited choice as if this week.
The pricing has jumped dramatically so this will hinder how much we use the trains even with our Railcard.

On a long journey home and all you want is a hospitable person to help make the journey home comfortable - eby was a soft caring pair of hands during our journey, his open and comfortable demeanour made us feel welcome and comfortable to enjoy our long journey home. He was hospitable to all patrons and quite frankly managed the cabin immaculately. Thank you so much for getting us home safely and rested!

Absolutely shocking journey today
1st class felt more like sub standard class
The LNER staff were throwing food and drinks out between Peterborough and Grantham and even asking customers who requested hot food if they were travelling to Lincoln ( the terminus ) before they agreed to serve them. The food arrived promptly and the staff then harried people to collect their crockery etc
Nothing very relaxing about this journey and I would think twice about paying for 1st class in future if this is the way they treat their customers…I’d rather travel standard, it would definitely be more relaxing!

Deliver the experience we pay for in First Class - hot food and drinks, and some wine with lunch. Also being on time would help particularly when there's a connection to make. All rather stressful.

NO STARS .would never use lner again would rather drive. booked and reserved seats from York to kings x .train was late .on arrival packed to the rafters people standing all over the place .no reserved seat my wife and I had to stand for over 2 hours near the buffet car with people queuing for food .I am 72 and my wife is 70 both have mobility issues. not a member of staff to be seen .I will never travel again with them .disgusting service and train

This review relates to buying train tickets on the LNER app. There are too many pitfalls for the unwary, e.g., off peak return tickets that are only valid on trains run by specific companies, or only valid via certain stations like Chesterfield. Changing tickets is both expensive and onerous, often requiring customers to provide lots of information LNER already has and pay what I consider an unnecessary fee. Advance tickets can be another pitfall for the unwary. Please be fairer and more transparent with your customers.

Excellent service excellent staff.. excellent app updates

I was at the station and was very confused as to where my train was and I spoke to this lovely guy called Mo who directed me to the 18:00 train to Newcastle, when the system was non-functional. Very nice demeanour and I hope more people are like him.

Train journey was fine but I have to mark down how disappointing the first class lounge was at kings cross, it had just gone a major refurb and been open for 2 weeks, both coffee machines had stickers on stating they were both out of order, brand new lounge and both out of order? Every table was covered in used cups, packets and rubbish, we had to clear a table while the one member of staff just walked around doing nothing! I observed him for 20 minutes just walking around past tables full of used cups and rubbish, really disappointing for a brand new lounge, and poor staff

I use LNER for the Leeds to Peterborough journey and it’s always a five star service with clean, fast comfortable trains and polite employees.
Particular mention to the guard on the 16th April 11.40 out of Leeds who gave informative announcements and was particularly good with customers.
I wish the Greater Anglia service could match the LNER quality and seat reservation system.

If you like getting stuck for an hour and half causing you to miss your last connection and then have an impromptu hotel stay because of rubbish trains that cost a fortune then maybe LNER is for you.

Great travel, very nice experience, worth to do it

Trying to determine why my e Vouchers are not utilisable is proving to be a massive struggle.
I have repeatedly explained over the last three months to different customer services personnel that the 5 digit code is unusable on their claim system as it requires the full 25 digit code . I have explained and explained. I have sent photos of the screen shots … All sadly to no avail.
I am asking one question and I receive answers to another.
If only one of these most amable individuals would read the contents and answer it rather than send what seem like copy and paste replies ; life would get a lot lot better.

ADDENDUM
Incredibly the matter has been sorted.
Within 3 hours of posting my Trustpilot review the full 25 digit codes were emailed to me.
I can now finally complete my purchases incorporating my credits!
Thank you

I needed assistance as I have some mobility challenges. The staff assistants, in all three stations I was in today, were excellent in assistance and cheerful attitude.

Train was delayed by an hour due to broken overhead cable!

Lost and found system maybe is in place but with my first ever experience of accidentally left an item in the train the very poor and unwillingness of the staff in the ground turned me down and very disappointed.

I was expecting that people in the ground/station would mention immediately a designated area where lost and found are kept/deposited but I’ve been asking from customer service point to the platforms gate up to the uniform staff in the ground none of them mentioned about lost and found box.

Instead, all if them are unwilling to cooperate physically with very obvious less empathy little actions. In addition to this, even if I have a child running with me platform to platform in Kings Cross as per advised by the staff to check the train none of them are physically check for me since I am running with luggage with me and minor child.

Perhaps other passengers who experienced the same I have and they are pleased of the assistance, in my case I wanted to put no star in this review because aside from unsatisfactory and very disappointing assistance my sling was was left in the lost and found empty. Thankfully whoever stolen my costly item and non expensive items buy valuable, my bundle of house key is left inside the bag. I am just wondering why the hair brush was not taken also.

I emailed the company of my complaint but no response as of today, 4 days after the incident.

I said “most of the staff” I asked for help didn’t really help me because two of them whom I approached inside the two different trains I missed to thanks them because they are the only good heart staff even if the train they are working just arrived in Kings Cross they helped me.

The first young guy was standing from the the door assisting the passengers query, he tried checking if the train I was boarding in and arrived at 7:31 confirmed to me that already left. Unlike other staff just told me “check the train”, “do you remember what platform you arrived?”, “go to the queue while in the customer service instead of accommodating me while they are chatting”, “what train were you in? and because I didn’t check what platform I arrived he made me confuse and check the blue train and said to me its the same train blue or red body”.

The 2nd young and very helpful guy in uniform came out from the train as he noticed I am desperately running and looking for help. This gentleman was the only staff in LNER mentioning “lost and found box”.Like the other good heart guy he checked the time table and he told me that the train I was in, already left. When he stepped out from the train and pointing the lost and found box but told me he’s got no key to open and apologised he can’t help to check with me. He saw a uniformed man and lady chatting and I asked help. The lady seems accommodating and the man was one of the unwilling staff I asked earlier then offered to open the lost and found box. Why most of the staff never mentioned about lost and found box so the passengers wont feel anxious and took so much time and bad experience?

The guy in the customer service point helped by using the radio to call the ground but never mention also about lost and found box, instead I was told “negative” about my item.

I am pleased traveling with LNER for 15 years but with my first bad experience in the ground I think I have reason to share this to make awareness of the public that dishonesty exists.

Thank you for reading

Mr. London LNER passenger

Generally all round good, comfortable, on time service but catering in first class a little disappointing.

Today, I had to cancel my rail tickets booked for Thursday with LNER due to medical reasons.
I contacted LNER for a refund and they have just issued a full refund with a very caring comment attached.
Thanks LNER. Great service.