EMR レビュー 

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.

Happy anniversary!

This all started when I wanted to book tickets for last Xmas. I used to book them with a bicycle reservation or two but now it doesn't let you. You call at the same time as booking the bicycles to ensure your get both humans and wheels on at the same time - if you're lucky . If not the call taker can't do it puts a complaint in for your where their boss emails you back 4 weeks later saying they can do it and to call the same telephone number back by which time you're cheap train tickets have sold out

Surely it doesn't take a whole fricking year to update a system???

This company is absolutely terrible. There are no words to describe how bad they are. Foreign call centre who cannot understand anything. Treated absolutely disgustingly by them. Booked 2 tickets using disabled railcard. My 82yr old step dad ended up admitted to hospital two days before travel. I absolutely still have to travel for my own medical issue. Not stressful enough that he is in hospital and I'm sorting things out for him but EMR policy that I have been quoted several times is 'you cannot travel without the disabled person'. So I'm supposed to buy another ticket that will cost less than the price of two discounted ttickets, 1.5 days before travel and then try and get the absolute dire customer services to give me a full refund for tickets that I know they absolutely will not do. I can see the customer is at the bottom pile of crap. Thanks for your understanding EMR.

This review is for the train manager on the 08.21 Nottingham to St Pancras EMR South Eastern train today Sunday 11th October 2026.
5 stars for a dedicated, warm, sincere person who welcomed every passenger boarding at every station along the journey. 4 minutes late leaving Nottingham and 10 mins late arriving in London but he updated at every single stop and apologised for the delays keeping everyone informed. What a star, so professional. Well done you, you deserve the wages you receive and more.

No do not recommend. I bought a ticket (the correct one as the worker on the barriers saw it and the actual barriers let me in) and the ticket man went ballistic at me reporting me to British transport police and trying to demand I pay £130 because apparently my ticket was invalid. He was being abusive towards me getting uncomfortably close to me showing me things on his phone, yelling at other customers directly getting involved (about 14 got involved to help me). The ticket man told me he was allowed to be like this because it's 'in his job description'. I have made a complaint along with the other customers and we still haven't heard back but this is appalling I was very supportive towards EMR before but what's the point of having all these signs about stations saying no abuse tolerated when your own staff bully, intimate and abuse a young girl?

The toilets were dirty. The seats needed a vacuum. I was travelling on 1113 to St Pancreas from Sheffield

Rigid and unsympathetic: an honest mistake cost me £37.50

I bought an off-peak return from Nottingham to London. On the train, the ticket officer told me it was only valid via Grantham. I hadn't noticed this restriction, as it was printed in very small writing on the ticket.
I explained that it was an honest mistake, but I was still asked to pay an additional £37.50. There was no flexibility and no sympathy, and it felt like a penalty for a genuine error rather than any attempt to help a customer.
Route restrictions should be displayed clearly at the point of purchase, not hidden in small print. Charging passengers for mistakes like this, rather than using discretion, leaves a very poor impression of the company.

The lady must have been grossly intoxicated ! As I endured my return journey from London back to Corby; an absolute steal at £152 !; I was considering that as with my outbound journey, EMR had yet again cancelled the previous train and herded two lots of ‘unfortunates’ onto 1 train. I then heard a lady saying “EMR are utterly appalling !” Now clearly, if she believes your performance has improved to those dizzy heights, she had clearly drunk far too many ! Thank you for continuing to treat your ‘customers’ with incredibly consistent contempt !

The sooner the government take over EMR, the better. Trains are regularly late and/or cancelled and getting worse. I spend more and more time filling in delay repay claims, when the website works and doesn’t crash or fail to log you into your delay repay account.

Customer service is non existent. Communication non existent and nobody at St Pancras wants to help. Not to mention, when your train is cancelled, they don’t bother to open the platforms up to spread people out, but they rather you all crush together on the concorse.

The fares are a scam, the trains are old and dirty, the service is rarely on time, the customer service is non existent. In any other industry they would be closed down. Instead they get to charge people more money for the privilege.

Shambolic. The sooner the Government takes it off the hands of these charlatans who own this franchise the better.

You are a bloody disgrace, constantly cancelling a peak morning trains for people needing to get to London to work. The worst provider in the UK!

Shocking, ignorant customer service. I asked via email a simple question regarding a future booking and got an automated reply on a totally different subject matter. There was an option for me to reply if my question wasn't answered, which i did, but no further help or answer provided. For me this shows a management failure due to lack of, or inadequate monitoring. Poor service to say the least.

Awful. Train too small dirty extortionate always late . Feel sorry for the train staff.

The Liverpool lime Street platform 8 of 14:51 to nottingham on the 4th October 2026 was way overcrowded when it left Manchester piccadilly. It was warm and everyone in the first carriage was complaining of the heat. Over the tannoy a mention of it being crowded was raised but surely if EMR knew this was the case many days in advanced they would have put extra carriages. More people got on Stockport which didnt help.

Canceled my train without even giving any notification. Found out at the train station...