London North Eastern Railway

Absolutely awful customer service. Bought a ticket at the counter of this station for another train company which was cancelled. This company informed me that to receive a refund I would need to go to the operator who manages the ticket office within the station; for Edinburgh that's LNER. LNER did not provide me with said refund service, did not want to even provide me with a refund request form to till out and send me away telling me to ask for the refund online. I ended up losing 150GBP to it.

I have currently been past over to three machines on the phone by their incompetent staff. I have a return ticket from Scotland to London on April 27th, and wanted to changed if for tomorrow. Nobody is able to assist me in the customer care, and all expect me to purchase a new ticket (£260).I really wouldn’t waste you money with these clowns, as they are only helpful when booking travel and not when one wants to amend it.Furthermore. The train from London was dirty, and the toilets where never cleaned between London and Scotland…… disgusting! The food offered was substandard and I would not feed it to my chickens.They are another example of a terrible train service that only want to take your money!

The staff on the ground is massively rude. They mocked me because I wanted to find a cheaper offer. Mocked that I was able to spend 1 pound less with my railcard. Honestly trains are too overpriced.

terrible experience!!! how can you not have water to wash hands in the toilet plus i dont think u cleaned the seats for months !!! paid £100 for such a terrible service and unhygienic transport, rlly sad

We had our train cancelled from Edinburgh to London due to an accident on the railway track.LNER staff and management dealt with the problem in a very professional way , they sorted out taxis for every one affected on the trip to Newcastle so that we can complete our journey from there , it must have costed them a fortuneThey gave prioties to families with youndlg toddlers and children.It wasn't the most pleased experience ro have your trip cancelled yet they were very professional in handling it though

1st class service.One of our trains got cancelled. We were guided on the phone to what we had to do to get home.Chester le Street 11:02 service cancelled on Monday meaning we would miss our connection home.Charming customer service gave me our alternatives.We moved platform as we had to go south to Durham before getting to Newcastle for our train to Edinburgh.We had another issue. I walk slowly and with a Walker so have assistance booked on all trains. This should be in place at least the day before.Called Northern and spoke to one of nicest charming person I've ever spoken with. He talked me through all my options and got my assistance sorted out for me. He also got us assistance onto a direct train to Edinburgh with no change at Newcastle.100% recommend the assistance service and all train and platform staff credit to you. What could have become a very stressful journey went very smoothly.

Spent my last working day in Edinburgh before retiring after nearly 44 years.

The 4.5 hours ride from EDB to Kings Cross was massively rocky. First class seats were barely padded. I cannot imagine the nightmare of sitting in coach considering how uncomfortable the first class seats were. Food onboard was all right and staff were friendly enough. Lounge at the Waverley station was clean and staff were also courteous.

LNER are just useless!!! I get to Scotland near Dundee and the night before my return journey they just cancel my morning train, no auto rebooking, no nothing. How did they think I was going to get home at such short notice???? Then I have struggle using the app on a small screen phone to rebook, why not auto rebooking???? Then whilst rebooking all available trains have no seats!!! It takes a long time to realise that the only bookable journeys are non direct!!! Then some phone issues and after am hour a manage to book. Then realisation, no auto refund of the cancelled ticket. LNER why no auto refunding? That would be too good a customer service wouldn't it!!!! I shall fly this regular trip, I will never use LNER again!!!! Then later when trying to get my money back, the refund process online will not work the night before intended travel, so then the following day I have to go through the tortuous process again. Don't use LNER!!!