“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.”
