“Overcrowded, high priced.
Staff on Durham station was very rude. Arrogant staff, man who worked there on 20/03/2026 evening wanted to convince me that I not gonna catch the train which I ignored and I managed to take.
Very unhelpful with information about ticket
How is possible that type of people working with costumers ?
I’m shocked”
“I recently travelled to Edinburgh with this rail line and upgraded to First Class for my return journey. Unfortunately, at the end of the trip, a staff member knocked into my foot quite forcefully with the service trolley, causing injury.
Because I had a connecting train to catch, I didn’t properly check the damage until I got home, where I found visible bruising and swelling. I contacted customer services immediately and was told to email details and photos, which I did.
Three weeks later — and after chasing for a response — I have still received no reply. The lack of communication has been more disappointing than the incident itself. Accidents can happen, but ignoring a customer injury report is unacceptable.
Very poor follow-up and customer care.”
“On September 1st we were travelling from York to London on the 14.08. It was very overcrowded with people standing and the whole train seemed very congested. However, three stewardesses in uniform got on and sorted out the chaos, finding seats for people, helping with luggage and generally sorting things out very competently..I was impressed and grateful.”
