“Great "personal" on-board service. Hull Trains is still very much a small train company with a big heart - despite being owned by the very big First Group.
Food choice in First Class is very, very unimaginative - Virgin East Coast and Virgin West Coast are much, much better and include free drinks (surprisingly including lots of alcohol). The weekend First Class catering offering is even worse - especially the god-awful snack box which has thankfully seems to have disappeared. If you're a vegetarian or want a healthy lunch / dinner there is very little in the way of choice. Fat-laden sandwiches, crisps and cakes seem the only option other than those disgraceful dry "packet" meals which are heated up in the grubby looking open plan "kitchen" area.
(I've only ever been able to get the fruit salad on board once - despite it being on the menu it's always "not been loaded on".)
WiFi is often not working nor is at seat electrical power in First Class which effectively paralyses anyone needing to work on the train.
Not sure why the new information screens have been installed at the end of carriages as they really don't show much in the way of useful / imaginative information.
The toilets have been vastly improved with the new wall murals.
Any chance of you getting any of the Intercity 125 trains from other operators when they've got rid of them? The 17:20 from Kings Cross to Hull on Virgin East Coast is a much more pleasant ride and traveling experience - travelling on the Hull Trains Adelantes (???) is like sitting on top of a lorry engine - with a loud booming diesel noise.
It would be great if the public announcements were either kept to a minimum (does the guard really have to reel out the announcements at every station along the route) at FULL VOLUME. "EAST COAST TICKETS ARE NOT VALID ON THIS SERVICE" etc. is boomed out at almost every station driving everyone nuts.
With regard to promotional stuff sent by E-Mail - it is always, always promoted FROM Hull. You know - "Win a Trip to London" - which is no good whatsoever to people like me who actually live in London and go to Hull once or twice a month using HT. Why not pitch it at "Win a Trip on Hull Trains" or discounted promotion not involving travel FROM HULL - do something regardless of direction.
How about a re-brand? - getting away from that god awful pink / purple livery?? Giving HT a distinctive Hull feel and identity - a bit like the stuff going on at Great Western Railways where the really cool green GWR stuff is being revived. HT is being tarred with the same pink brush as used on First Capital Connect / First Great Western which are two train companies I actively avoid as the seating is often crammed and the trains dirty inside and out. Whoever decided to use bright pink on a train livery should be taken away and shot.
Sadly - Virgin West Coast seems to lead the way forward on train type / on-board service / lounges / weekend fares - even their on-board signs are cleverly written and seem a bit of fun.
More (well you did ask for feedback) why oh why does the onboard team in First Class have to whisk your stuff away (cups / cutlery / drinks etc.) / start wiping tables / putting clean mugs out etc. WELL BEFORE the train reaches its destination.
When travelling to London this process often begins at Stevenage (if not before) - when the on-board team start resetting the tables for the return journey. Why can't this be done when everyone has de-trained at London (or Hull) - it surely would only take 10 mins at most once everyone has left the train. It seems more to benefit the onboard team restbreak than the passengers who've paid a princely sum to sit in First Class.
Finally - any chance of boarding the train a bit earlier at Hull when going to London? In the winter time (especially on the 19:10 weekday / 18:45 Sunday services) it is freezing cold and there is nowhere to sit apart from the dire general Waiting Room at Paragon Station - you know - adjacent to the toilets with coin operated barriers that make taking your luggage with you for a widdle almost impossible.
After 6:30 pm All of the catering outlets have closed down (if you could call Pumpkin Cafes "catering") and the place is rife with drunks. HT passengers normally have to stand on Platform 1 looking longingly at the staff (normally comfortably seated in First Class) sitting chatting behind locked carriage doors until about 10 mins before departure.
I'm happy totally to you personally if it can help - or join a passenger committee with regard to making the service that little bit better. It's quite an easy thing to do and often doesn't involve a huge amount of investment.
bob@karmarama.com
Bob x.”
“We love travelling Hull Trains,the staff are always helpful and courteous.The Advance ticket advise is clearly set out on the web site ,which allows us to visit London several times yearly.1st class service overall.”
“My family use Hull trains regularly to visit London and have always found the service to be first rate.
My daughter is now in her first year at university in London and we know that we can rely on Hull trains. They run a regular competitive service and advance booking makes it a very affordable means of travel. Trains are consistently on time.”
“Hulltrains is one of the train companies I like travelling with the most. Very comfortable and clean trains. Fast and mostly on time. Good customer service. Website very easy to use. I strongly recommend.”
“Whenever I travel to London I love to go by First Hull Trains, it is such a convenient service from Hull. The staff are always cheerful and helpful but the icing on the cake is to to arrive in London just two and a half hours after departure. I can only think of one small drawback but this is the same on all train services with seats that are clustered round a table... there is not enough leg room, especially when sitting opposite a stranger.”
“I always use Hull trains as they have the one thing that most other companies do not have, which is reliability. The trains are always clean and tidy, and always spot on with customer services. I live in London and use Hull trains regularly to get from Kings Cross to Howden and back again. The staff always have a smile on their faces and I have always found them to be extremely courteous and helpful. I shall continue to use their service for a long time to come”
“the staff member at the counter at Hull station was very helpful and made a great effor to ensure that I got the best available price. She informed me about the weekend supplement etc.
Excellent cusotmer service - I wish I had made a note of her name!”
“Buying the ticket online was simple and easy. The train journey was relaxed and enjoyable although I found the air conditioning made it a bit cold in the carriage. The staff were very helpful and polite.”
