National Rail Reviews 

Return trip from York to Leeds cancelled and no return ticket refund available! UBER was cheaper! Great train service we have! Thanks for the wasted money LNER!

Matthew Hudson from the Reading Help Desk was super knowledgeable, helpful and civil when asked about train times on 17th Nov.
Say what you will about the rail experience and some staff, but Matthew is a very redeeming staff member, and if all staff were like him Network Rail would get a much better rap

Literally can’t recall one week of getting the train to work and not having issues. Have to be the most useless company known to man. How they still exist is beyond me

South Eastern Trains - Gatwick to Canterbury

The train was delayed and compensation of 25% was due but the web sites seems intentionally hard to navigate so that you never actually find the place to make the claim.

It’s a rip off.

Myself and a student travelled to London from the South Coast, following the awful attacks on the rail network (early November).
We felt safe, the conductor on each train was helpful and there were BTP around, should we need them.
The underground staff were very, very helpful too!
We are so grateful to you all!

The last 10 times I and my family have travelled by rail, there has been cancellations, delays, diversions, part journey by bus (I paid for a train ride not a bus ride). The worst was when a full train at Euston was transferred onto an already full train and we had to stand all the way to Bangor North Wales. My wife, who suffers from severe arthritis, was in severe pain all the way.

The National Rail app seems to work quite well, unfortunately, however, it is a supreme work of fiction.

21/11/25. Train from Holyhead this morning cancelled again. Unbelievable!!!!!!

Paid £24.10 for a return ticket
Lost my return ticket but had reciept of purchase on my phone only to be told I needed to buy a one way ticket to get home at £ 23.40. Surely this is a breech of fair trades as I had proof of purchase

Had to put 1 star or no review !!!!!! Euston to chester 6 1/2 hrs 4 trains later no appollogy just cancelled cancelled ,early morning awful soso ashamed of our private trains em heavy subsidised no one cares .going home after 2 days got to chester train station guess what cancelled.3 more changes before Euston 5hrs nightmare.

And again wrong information given. I ask The employee at the ticket office when is the next train to Belvedere-: he tells me 11.32. I ask 'are you sure?' and there's no response. No info either on the train when it comes or platform (train stops). I get to Blackheath and have to get off as he's directed me to an Eltham! Dont have time for this merry go round with NR - Do better!

I buy ticket 40 minutes before departure and 10 minutes before departure trip was delayed for 4 hours and I try to refund and in app they saying I'm not qualified for refund 🤔Newer again national rail!!!

I am writing to raise a serious complaint regarding the racist and discriminatory treatment I received from a staff member named Rose who is a customer service member at Gatwick on Tuesday 14 October at 8.15am.

When I approached Rose to purchase a ticket, she made a deeply offensive and racist remark, telling me that I “don’t belong in this country.” Such words are hateful, humiliating, and completely unacceptable from anyone — let alone a representative of National Rail. To make matters worse, she then issued me the wrong ticket, causing further distress and inconvenience.

I felt targeted, disrespected, and unsafe as a result of her behaviour. No customer should ever experience this kind of discrimination, especially in a public service environment. I expect this incident to be taken seriously, fully investigated, and that appropriate disciplinary action be taken against the staff member involved.

They tell lies about journey times on their website! Journeys always take 10 to 15 minutes longer than they advertise

I have had many good experiences using passenger assistance with my wheelchair. When caught up in major delays the other day everyone was so helpful in getting me home Thankyou for all your help

The National Rail app isn't fit for purpose. When planning a journey, I expect a summary of the outward and return journey times. Instead it just directs you to a an external ticket seller. At which point you hqve to resubmit the times. Rubbish.

I use this northern rails a lot and I’ve noticed especially when asking to see tickets
They pick and choose who they say thank you too, which I think is rude
Treat people how you want to be treated
And remember you know nothing about the person or people that your trying to look down your nose at them

Very good service ticket was easy to get on my phone for the week and juat scan the ticket the trains were clean and tidy and on time great service fro what I have experien ed well done Northern rail going from doncaster to Thorne and return in evening

Trains cancelled and late. Had to get taxi that cost £65. Delay scheme too onerous and couldn’t progress claim. Complaints process also asking for information and then crashes out. Links on emails fail to work. What a mess! This is not the first time.

Specifically bought our train tickets the day before . We were planning to leave before peak time . The man behind the counter told us it’s totally possible to travel into London in the morning and we could save £35 each he even said we could enjoy a lunch with money we saved . Get to barriers . Not allowed access went to ticket office by this time 8.33 train had departed we could go on 9.am train at a £50 per person extra charge . We were not the only ones who had foolishly believed and bought these tickets . Eastbourne person why did you lie to us !! It shouldn’t be allowed . This is when a machine is better than a human . What a horrible spiteful man . Absolutely fuming !!

Had hired a car London Heathrow. Waited 3 hours to get car which was booked mths before from Australia.
Couldn't get it as wouldn't take travel card as no name on it. Had debit credit card wouldn't take that as it only said debit card.
Got to Hounslow West station to get train to Maidstone Kent, manager Indi was so helpful went above and beyond. Was going to take over 3 hrs, checked price and price of Uber. Same price.
Tried to help us get an Uber but wouldn't work on our phones. He used his phone to do it especially as it was getting late. So there sre kind people in the world!

Brand new train waiting on the platform to whisk me off directly to my house in Goodwick. Ticket checked by a good looking smiley young man All for about £15 (with senior railcard) instead of £50 in petrol to drive myself down a wet motorway. What's not to like! 😃