London North Eastern Railway
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"Rude and Unprofessional Staff at LNER King’s Cross"
LNER’s King’s Cross ground staff are some of the most unsympathetic and rude employees I’ve ever encountered. There’s one staff member in particular who should absolutely not be in a customer-facing role. He shouts at passengers, refuses to help, and even responds with “I don’t care” when customers ask for assistance — no matter how urgent or desperate the situation may be. To make matters worse, when asked for his name, he deliberately covered his name badge to avoid identification. This kind of behavior is completely unacceptable, especially from someone representing a major railway company. LNER really needs to review its hiring and training standards, because treating paying customers with disrespect is not the way to run a service.
"Deeply Disappointing Experience — Grateful for the Kind Customer Service"
I would have given this service no stars, but the customer service advisor was so kind and professional that I’m giving 3 stars solely because of them. I had one of the worst experiences I’ve ever had on a train. I usually avoid assuming situations are racially motivated, but in this case, there’s no other explanation. The ticket inspector approached me specifically, asked to see my ticket, then refused to even look at it, insisted it was invalid, and issued a new open return ticket while making offensive remarks like “you people” and “your kind.” I was shocked and deeply hurt. When I arrived at my destination, I reported the incident at the desk. The staff there were extremely apologetic and gave me the customer service email to follow up. I later contacted both LNER customer service and TrainPal, sent them proof of the tickets, and they apologized and refunded me within a few days. While the trains themselves are modern and comfortable, and most staff are usually polite and helpful, this experience left a lasting negative impression. It’s so upsetting that now, even if LNER is the faster option, I wait for Northern or TransPennine instead. Maybe one day I’ll feel comfortable using them again, but for now, I’d rather avoid the risk of another experience like this.
"A Chaotic Travel Nightmare with LNER — Avoid if You Value Your Sanity"
LNER Railways… where do I even begin? On the surface, their trains look fine — sleek, modern, and seemingly efficient — but that illusion only lasts until you actually try to travel with them. Trains are often delayed, and cancellations seem to happen at random, sometimes with no explanation at all. You’ll never truly know if your trip is happening until the very last minute. And even when it does, don’t expect any organization at King’s Cross — they typically announce the platform about ten minutes before departure, triggering a frantic stampede of confused passengers charging through the gates like it’s the end of the world. Our journey from Edinburgh to London turned into a complete disaster when the train was canceled mid-route near York. What followed was pure chaos. Hundreds of passengers were left stranded at York Station with zero communication from staff. There was no free water, no seating for elderly or pregnant passengers, and absolutely no consideration for families with children. We waited for five long hours without updates, while staff wandered around aimlessly, seemingly more interested in their next coffee than in helping anyone. When they finally decided to move us to another train, the chaos only worsened. No one mentioned that there was no space for luggage, and we were crammed in like sardines. People were arguing, shoving, and fighting for seats — most of which were already taken or disgustingly dirty. Many of us had to sit or stand on the floor for the remaining hours of the journey, surrounded by crumbs and frustration, with LNER’s so-called “customer service” nowhere to be found. In summary, LNER is an absolute disaster. The staff are rude, the management is clueless, and the system is broken. If your train gets canceled, you’re completely on your own. Unless you genuinely enjoy standing for hours in a chaotic station with no information or support, avoid LNER at all costs. It’s the kind of experience that makes you question every travel decision you’ve ever made.
"Disappointing First Class Experience on LNER"
I traveled first class on LNER from Leeds to London, expecting a comfortable and professional experience — but unfortunately, it was far from it. There were four members of customer service staff onboard, and while two were polite and helpful, the main two attendants were shockingly rude and unprofessional. Their attitude was unhelpful, dismissive, and almost confrontational. At one point, a passenger politely asked for a decaf coffee, only to receive the irritated response: “Well, if I’ve time.” This kind of tone is completely unacceptable, especially in first class where you’re paying extra for a better level of service. To be fair, the other two staff members did their best and were pleasant throughout the trip — hence the two-star rating instead of one. But overall, it was a really poor experience and certainly not what you’d expect from LNER’s first class.
"Comfortable and Efficient Journey from London to Edinburgh"
I took the LNER train from London to Edinburgh last month and had a very pleasant experience overall. The train was comfortable, fast, and beautifully designed both inside and out. Everything was clean and well-maintained throughout all the coaches, and there was ample space for large luggage, which made traveling much easier. The staff were friendly and welcoming, creating a nice atmosphere on board. There was also a refreshment service available, although during my trip the walking refreshment service wasn’t operating due to a staff shortage. Despite that minor issue, the journey was smooth, enjoyable, and efficient. I’d definitely recommend LNER for anyone traveling between London and Edinburgh — it’s a reliable and comfortable way to travel.
"A Truly Awful Experience from Start to Finish"
My experience with LNER was deplorable in every possible way. After purchasing a ticket online, I expected an immediate digital copy — instead, the system seems designed to make passengers miss their trains and buy new tickets. The food and coffee were abysmal, and the prices were extortionate for what was offered. The toilets were filthy, and even the paper tickets rarely worked at the gates, causing unnecessary stress and delays. It honestly feels intentional to push passengers into repurchasing tickets. To make matters worse, trains were oversold and overcrowded, the Wi-Fi was insecure and barely functional, and the power outlets worked only occasionally. Overall, the entire service felt disorganized, exploitative, and deeply disappointing. I would strongly advise avoiding LNER if you value reliability, cleanliness, or even basic customer respect.
"Disappointing Ticket Office Experience"
Our experience with LNER’s ticket office was truly disappointing. The young man who assisted us was polite, but unfortunately completely unprofessional. We bought our tickets to Edinburgh two months in advance, specifically requesting seats facing the direction of travel and by the window. He assured us that our preferences were noted and confirmed. However, when we boarded, we discovered that our assigned seats (41 and 42) were facing backward and offered almost no view out the window — exactly what we had tried to avoid. It felt careless and frustrating after such early planning. On a positive note, the train itself had a useful seat reservation system, with green lights indicating unbooked seats, allowing us to move. But had the train been full, we would have spent the entire trip staring at a wall. Overall, a lesson in double-checking seat assignments, as LNER’s ticket staff clearly didn’t take our request seriously.
London North Eastern Railway
Fast trains linking London with Scotland.
Address
London
Website
https://www.lner.co.uk/
Email
[email protected]
Telephone
+44 345 722 5333