Eastmidlandsrailway Reviews

Excellent customer experience

I would like to write in reference to an excellent customer service experience we had by the passenger assistant and all involved during a train journey via EMR My wife 2 children and I were on a train journey from Nottingham to Stansted airport changing over at Loughborough and Leicester in between The journey from Nottingham to Loughborough was short and comfortable with no issues until leaving the train While arriving at Loughborough I had gone to get the heavy suitcase while my wife attended the children with their baggage As my wife was getting off the train the experience was a bit stressful due to some slower passengers in front of her and in that moment left her favourite jacket on the train We only realised this because as we were on the platform and the train was slowly moving away a man was at the train door window showing that we had left her jacket on the train At this point we were assuming that we had to go through the process of contacting lost property etc etc no real stress However as we were discussing our next move the passenger assistant at Loughborough station I believe his name was Ritch or Rick approached us and asked if we were ok We explained the situation and as we were going to stop at Leicester next he directly contacted the train staff to see if they could locate the jacket on the train and because we were getting off at Leicester they could leave it there and we could pick it up that original train also got off at Leicester so unsure as to why our booking didn t just leave us on it but no matter He then explained in perfect detail as to where we could find the supervisors office on the next platform how long we had in between changing platforms as there was a slight delay and a detailed description as to how we get there The plan was in place we thanked him and were on our way to Leicester A very short journey but still delayed we hopped off the train my family ran to the next platform and I ran to the supervisors office where sure enough the jacket was retrieved We got to the platform in time for our next train stress free Overall its a small issue losing a jacket but I would commend EMR and the passenger assistant who helped us for the excellent customer service we received This day and age excellent customer service is harder to come by or being replaced by technology so having this genuine human experience should always be celebrated Thank you very much for the excellent service we received during the situation and for a smooth journey via EMR If the feedback and gratitude could get to the passenger assistant our train journey on this date is as follows 12 12 Nottingham arriving 12 31 at Loughborough12 52 left 12 56 from Loughborough to Leicester arriving at 13 05 Leicester to Stansted leaving at 13 13