“Very underwhelmed....only tea, coffee, water as drinks on offer then a biscuit then a sandwich and a packet of crisps. Carrage was full and seating was not a roomy as I'd have thought. This was my first time 1st class and can't honestly say it was special.”
“As my plan to travel to London had cancelled , I asked for refund. I was told that as it was an advance ticket , I could not refund. This was not mentioned when I was purchasing.
I was given an option to re-book for another date , but that could be only be done on-line and cannot be on phone.
When I tried it on-line, I could not see and book the return fair at the same time as was booking for on-ward journey. I was given only option to book and purchase for on-ward journey , before I could see fairs for the return journey.
To me it is not a fair system. Once a passenger buys an on-ward journey ticket , the return fairs started appearing very expensive leaving the customer no choice , but to buy them.”
“Although Hull Trains offered the cheapest ticket open-ended day ticket to London from Grantham, I had no idea that I would have to leave London by 20.30 that evening. I looked up train times that morning (NB - on the Hull Trains website!!), there was no mention anywhere that the last Hull Trains train back would be at 20.30. It listed all the trains that would be leaving Kings Cross that night. Obviously the ticket only allows you to travel on Hull Trains. So I rock up at Kings Cross Station shortly after 21.00, only to be told that my last train had gone and I would have to buy a Virgin ticket at vast expense. To say that I was upset was an understatement. I was pregnant, emotional, alone and obviously had no choice but to cough up. Seriously unimpressed!!!! I will NEVER use Hull Trains again.”
“Actually I didn't travel on the day planned as, on arrival at Hull station, I became really ill and felt quite unwell. On going back to my car, I spoke to the person in the ticket office (0630) and asked, as my train had not yet departed, could I be reimbursed, to which the reply was no as the permissible time allowance to cancel was passed. I spoke on the telephone when I returned home, and was told (after gaining approval), that I could claim £15, subject to me providing a medical certificate! I was appalled with the service received, and as a regular train user, this is poor service in my opinion.”
“I travel with Hull Trains many times a year and I am always encountering problems which mainly I ignore however when I do try to complain as very recently your customer service is very poor indeed”
“Use your web site very regularly. Terrible problems via routes to Cleethorpes. Even had to pay twice when there was no train on preferred route. Will continue use your site as your deals are really good when they work.”
“I used to enjoy travelling on Hull Trains but was angry recently when purchasing a ticket on line to find myself 'Ryanair'ed' by a mid-transaction hike in the the price. Fares have increased substantially in recent years without these stunts which verge on a con trick. Very poor service & treatment of a formerly regular customer.”
“I don't like your policy on changing tickets, it is too restrictive and not customer friendly. I had purchased an advanced adult ticket that needed a railcard but when I need to upgrade that ticket to a normal adult ticket (without a railcard) I was told I would have to purchase another ticket. To change the ticket the admin costs would be greater than the value of the ticket. The ticket I had to purchase was double the cost of the normal adult ticket I had purchased so not at all happy”
