London North Eastern Railway (LNER) Train Tickets And Schedules

Strengths of LNER

• Friendly and Helpful Staff: Many passengers commend LNER staff for their friendliness and willingness to assist. One customer mentioned, "I would like to say how good Ugo was on the 17.01 service... My best service on a train journey for a long time."
• Comfortable First-Class Experience: Some travellers who booked first class noted better service, expressing satisfaction with complimentary food and drinks. "I wasn’t expecting that so Thank You LNER for making our return journey that little bit more special."
• Customer Assistance: Passengers frequently highlighted excellent customer support from staff. One review stated, "The staff could not have been more helpful… they really went above and beyond to help us."
• Effective Communication during Disruptions: In some cases, passengers appreciated receiving timely updates during delays. A customer traveling from York to Edinburgh noted prompt messages on how to get a refund for a travel disruption.

Weaknesses Highlighted by Passengers

• Punctuality Issues: Complaints regarding train delays and cancellations were common. One passenger expressed their frustration, stating, “The train should have arrived at 13:00 but arrived at 13:47.”
• Cleanliness Concerns: Multiple reviews pointed out that cleanliness is a significant issue on LNER trains. "The toilet was filthy, making it completely unusable," said another disappointed traveller.
• Booking and Refund Difficulties: Passengers have noted systemic issues, both in booking and receiving refunds. One user lamented, "The complaints system is plainly designed to make applying for a refund as difficult as possible."
• Poor Quality of Food Service: Passengers criticized the inadequate food offerings in first class, with one stating that “they ran out of food/drink that you want.” Another echoed this by saying, "You are treated mostly like an inconvenience in first class."

Recurring Themes in Customer Feedback

Several themes emerged across the reviews:

• Booking Process: Many customers appreciated the ease of booking through the app, though some encountered issues with duplicate tickets and errors that were frustrating to resolve.
• Value for Money: While some praised affordable ticket prices, others expressed outrage at high fares relative to their experiences, suggesting the service doesn't always match the cost. "I just can’t see how a train company can justify £128 for a one-way ticket," said one unsatisfied customer.
• Cleanliness at Terminals: LNER's terminals also faced scrutiny, with comments indicating that passengers often found them unclean and poorly maintained.

Customer Quotes and Anecdotes

Anonymous quotes from passengers further illustrate the spectrum of experiences:

"I felt like I was treated in such a disrespectful manner," recalls a recent first class traveller, summarizing a disappointing interaction with staff.

"My son got to Peterborough station only to find the trains were delayed. What a crap company," lamented a frustrated parent.

"The staff were fantastic. Meals were okay. I’ll definitely travel with them again!" noted a traveller pleased with their first class service.

Insights for Future Travellers

For those considering travel with LNER, the reviews suggest a potential mixed journey ahead. While many aspects of the service, such as staff interaction and the convenience of booking, earned positive remarks, critical areas like punctuality and cleanliness require immediate attention. To enhance service quality to meet customer expectations, LNER may focus on:

• Improving the reliability of timetables to minimize delays.
• Implementing stricter cleanliness protocols on trains and at terminals.
• Streamlining the refund process and addressing booking system issues to improve customer satisfaction.