Lner Reviews

We used LNER 4 times in 3 days from

We used LNER 4 times in 3 days from Peterborough to London in the first class The staff was super nice food and drinks too All services were on time But a very annoying things kept happening - people walking throughout the train including via 1st class and food preparation places to disembark quickly at their Station This made our journey very stressful having paid for first class tickets found that people standing in the corridors for a good part of the journey We think this should not be encouraged

Poor staff member

3 families travelled from London to Leeds after attending a wedding and cannot fault LNER We allowed two teenagers and an 8 year old to go down carriage to buy snacks together without an adult unfortunately they walked through a carriage with several teenage boys who subjected them to vile abuse Steven who worked for LNER was aware of the incident and was absolutely brilliant When we pulled into the next station police were waiting for these boys some of who cowardly hid in the toilets on the train Steven came and took statements from our family about the incident and sadly told us that he is subjected to that sort of abuse regularly The journey service and staff were brilliant - this incident aside Brilliant

Refunds

I have had to cancel change plans twice this year due to health problems LNER refunded me with no quibbles even though advance tickets are not usually refundable Excellent customer serviceAlso have decaf tea on their trains

Great customer service

Missed our train due to me being diabetic and having a low blood sugar Went to the ticket desk and Carole at York helped us get a new train and without asking allowed us into the first class lounge to get a biscuit to help Went above and beyond amazing service

Great service on every level

The on train staff are professional show respect and know their jobs Nothing is too much trouble Occasionally as an avid tea drinker tea is served from a pot that previously held coffee It is disgusting

Brilliant service great trains and staff

The ticket inspector who was on the London to Edinburgh train on weds 15th Feb 2023 which left Newark at 12 46 was a credit to your company and worthy of a mention He is amazing so positive happy and friendly also super helpful with all the passengers even when there were problems The train was perfectly punctual the carriages were clean and a comfortable temperature Seat reservations were working well The at seat order service for food and drinks was quick and easy Brilliant experience travelling on LNER from middle England to middle Scotland Thanks

Fantastic customer service

I want to say thank you for the customer service I received through LNER After a long journey with a delayed flight I was extremely tired and slightly irrational after missing my original train The staff were so helpful at least 5 staff in total along my journey from train managers to customer service reps and I was just blown away by how my situation could have gone from bad to worse but thanks to the patient and considerate staff at Kings Cross I was able to relax and enjoy my journey home It made the word of difference My brother had already told me how good he thought the service was but now I can confirm Thank you so much I am also writing this review on the train wifi which actually works so good stuff all round

Amazing communication despite difficult

Amazing communication despite difficult circumstances for the 10 00 train leaving London Kings Cross on June 15th 2023 The train ahead of this service struck a person on the track leading to massive delays The train manager on the 10 00 service kept all passengers very well informed apologising for the delays throughout He really went above and beyond to make all passengers as comfortable and informed as possible Thank you and well done to this train manager

Outstanding customer service from LNER

Outstanding customer service from LNER I contacted them with an enquiry about a group booking I made and needed to make changes to the person I spoke to listened to my problem suggested solutions and went out of her way to help Gold standard for call centre staff

Have travelled on LNER 14 times this

Have travelled on LNER 14 times this year I have to say I have had very positive experiences Trains have been clean and on time Seats were relatively comfortable Staff have been very friendly and helpful When I travelled back from Durham on Monday 24th October my train was delayed an hour and half due to train leaving depot lateThe train conductor went into every carriage and explained the delay repay process and was very helpful I think he went above and beyond his job My refund was back in my account Wednesday morning