“Last month myself and my partner travelled to London and was delayed for some time due to signal failure. We sat on the train for over an hour on the flatform with no announcement as to what was happening. After an hour we were told to try and get on another train that was due to set off (which we did) we didn't have allocated seats so had to sit apart also even though this train went straight into out final destination station (kingscross) we were told that we had to change trains at Doncaster and get on another train to London. Before getting to Doncaster the train then had mechanical issues so we waited for 45mins outside of Doncaster. Once we arrived into Doncaster station we got off the train as directed. We were then told on the platform that we could get back on the train and don't need to change (which we then did) then once back on the train we were told to get off (once again) as the train would not be leaving due to mechanical faults. We then got off the train (again) and onto another one that took us to London......2.5 hours late! We missed a close relatives entrance to their suprise birthday party and a friend
(who we were sharing accommodation with) had to wait in kingscross for 2 hours due to our delay! Not happy to say the least! ????”
“Return journey @ 18.50 London - Bridlington via Hull (connecting to the last train to Bridlington) booked as an Advance for 18 Nov was a total disaster as my train was cancelled from Kings Cross and I received no help whatsoever from First Hull Trains at the time I needed it. Booking Reference 43H23KN5.
Apparently there were problems on the line near Newark much earlier that day and despite having my email address from when I signed in and booked NO ATTEMPT was made to contact me about possible disruption to my journey let alone to tell me what my alternatives were and what I should do. My booked train was cancelled out of Kings Cross and I had no help or information at Kings Cross to tell me what to do. There were no First Hull Trains staff present or any advice point for First Hull Trains customers. Virgin EC do a much better job.
You have my email address and use it to request surveys but not to provide customer service. I was told later there was some sort of alert system I could sign up to via your website but I was unable to find it let alone sign up to it - this still begs the point WHY SHOULD I NEED TO? You already had my email address and my itinerary. Virgin EC do a much better job at this.
First Hull Trains needs to sort its customer services out and join up the dots between all of these systems, apps etc. and provide something seamless like some of the airlines manage to do. Professionalism is sadly lacking.
Apparently I can claim compensation if my train is delayed, how do I claim if it's cancelled at the point of origin???”
“My train on the 8th November was cancelled. Fortunately Virgin Trains accepted our tickets and looked after us extremely well. For the first time we booked first class tickets and weren't we pleased as there weren't nearly enough seats to accommodate all the Hull Train passengers. The worst thing was when we were told a driver hadn't turned up for work and there wasn't a replacement one. On the journey down to London on the 6th November we were booked on a Virgin Train but our train couldn't leave York as a Hull Train had broken down near Doncaster. Again a frustrating journey.”
