“I ended up with 2 tickets for the same journey due to getting an error message on website saying my transaction could not be completed and to try again later. Several attempts later I was successful, however one of the previous attempts had also gone through. I rang to explain this but was refused a refund. Very poor customer service”
“Over a great number of years I travel with you two or three times a year from Kings Cross to Brough. In the last two years (mentioning only two occasions) once after Christmas coming back the train from Brough was cancelled and I had to get the local train to Doncaster and then get an East Coast train from there to London. Only last month the train I was travelling on from Kings Cross was cancelled and I had to catch a Leeds train and again change at Doncaster. On both occasions I had reserved seats on the original bookings but not on the substituted trains. I am nearly 80 years of age and find having a booked seat in the Quiet coach is necessary for me so that is why I book with Hull Trains. On neither occasion were we told why the trains were cancelled. I must add though that your staff are most helpful once on board.”
“I am a wheelchair user and cannot rate the train crews more highly for their friendliness and level of assistance, not just at getting me on and off their trains (yes, they put the ramp down themselves and do not leave it to platform staff who might be caught up elsewhere, or have forgotten on occasions). There have also been times when, on account of my long-term health condition, I've not been feeling the full ticket (pun not intended!) and they have shown extra care. With other TOCs (train operating companies) I can feel quite anxious when I travel but not with Hull Trains. I'll often transfer to a seat and I find the seats more comfortable than on rival operators. In my experience, they usually run to time and there's a good reason if they don't but we're always kept informed. There's WiFi and power sockets and the rolling stock looks smart and I have always found the interiors clean. Some good fare prices if you can book early enough!
Customer service on the telephone is also generally excellent. Overall I would say that staff generally go the extra mile to help customers.”
“Overall a very good service, but when things go wrong would like Hull trains staff to be on hand to give advice, specifically at Kings Cross. On board staff always friendly and helpful. Would also like to see more offers from London to the North rather always TO London.”
“The website could be improved. In the price of tickets section there may be multiple prices for a journey. When this box is clicked, only one price is given.
There is never a reason given why a certain price within the box is not available.”
“always loved hull trains friendly staff ,comfy trains free wi fi great service i also thinks its good to support local firm however on one journey my daughter lost her 16 to 25 rail card despite me calling the railcard people to comfirm num and expiry dates she was penalised and charged £30 extra fare and her and her grandmas day was spoilt and it left her 79 yr old grandma and her really upset after a lovely day in londoni even went to office to try and tell them it was a genuine thing she lost her card in london ,this has left a sour taste and now feel different to hull trains”
“I have been traveling to London every month with Hull trains for the past 2 years and have always been happy with the service. The trains always are on time and the trains are very comfortable with free wifi and lots of leg space.”
“Good app, comfortable and clean trains, wonderfully helpful and friendly train staff and a human customer service manager who's there to help. Just the ticket.”
“Easy to search for trains and times on the Hull Trains website. Easy booking and collection of the tickets from the station. Journey was super and the guard was very informative and helpful. Will be using Hull Trains in the future.”
“I use Hull trains fairly regularly to go from Hull to London. I always think that the service they offer is professional , quick, clean and friendly.
Two situations stick in my mind :-
One when there was a problem on the line at Peterborough. Our train was over an hour late leaving and we had to get off at Peterborough and get a slow train to Kings Cross. Hull Trains refunded the whole journey as a matter of course - we hadn't even complained!
The second one is how helpful the Accessibility staff are when my elderly mum travels up from London. They are always friendly, cheerful and can't do enough to help. Great service!”
“Love Hull Trains the staff are great, the trains are comfortable, the fares are reasonable & the free wifi makes the commute to London very productive if it's a work day and very helpful if travelling for pleasure. Only downside is there are not enough services so sometimes have to lower my standards and travel Virgin”
“By getting fare alert you get great value travel to London , how else can you go th the capital for £12.50. Excellent service . Tickets arrived by 1st Class for free.”
