National Rail Enquiries Reviews 12

I called with a travel enquiry , and Dennis was fantastic help he answered call immediately and was very efficient, friendly and very informative...😊

British rail looked after brilliantly when travelled to Gatwick recently as two disabled passengers, impeccable service, at every station, wonderful caring staff.

Possibly the worst update to an app I have ever experienced. There are no updates to or reasons given for delays to journeys eg at the moment my train is running approx 36 late and there is no information on the app at all. The plan a journey part is about as useful as a chocolate fire guard. Owing to this I haven’t investigated further as to other issues that I’m sure must exist. Considering this should be the primary source of up to date information for the UK rail network it’s nothing short of embarrassing. Either go back to what it was or find someone who can design an app that is fit for purpose. Absolute disgrace.

Whatever info you get online - double check with either the station ticket office or by phone (assuming you can get an answer)
Making journeys based only on website searches isn't wise in my opinion.

I Have Found National Rail Enquiries To Be TOTALLY UNRELIABLE! Had No Knowledge Of My Particular And What Should Have Been A Popular And Regular Train Time And Connection For Them, But Had To Ring Back 3 Times And Wait Whilst Told 10.52 Train Service From Carlisle To Preston Did Not Exisist! (Even Though I Catch This On Regular Basis!) So Ended Up Having To Tell Them Of This Service And Do Work Myself!! When Told To Ring Before Travelling,To MAKE SURE SERVICE Northern Train Service Is Running And Not On Strike! National Rail Please Investigate This Problem For Me, As I Expect Your Phone Advisors To At Least Give Me RELIABLE Information! And Avoid Same Happening Again In In Future! And Where Necessary Re-Train! Thank You.

The OJP (Online Journey Planner) has never been great but it used to serve a purpose and was a fast way of comparing train times and prices. Since the "new" design has come out this year, it now takes longer and offers less transparency with regard pricing options for train journeys. I need to find an alternate.

I'm referring to my experience today 30th August 2023. Not having done this particular journey before, I stopped and asked staff at each leg of my journey if I was heading the right way. The courtesy I received each time was beyond belief and I was proud to be British.
Thankyou National Rail, your staff made my journey a pleasure and stress free. My journey was from Sheerness to Sittingbourne to St Pancreas to Paddington to Heathrow. The ticket inspector on the train from Sittingbourne gave me details of which tube line I needed without me even asking. Thank you.

They never put enough coaches so people are always cramming between coaches and even when tickets are booked people are already seated in the revered seats
Please start putting more coaches on trains you know are going to be the busiest

Useless customer services no offence but if your going use people who English language is 3rd or 4th you can't communicate with them. They can't carry out simple actions what an awful service my parner just wanted to change the tickets she accidentally put wrong date. You need people who talk English not people who can bearly talk English no offence I don't have problems with people from different countries just if there customer services maybe make sure there abled do simple and clear jobs so hard to explain someone who's language ain't English as 1st

Absolutely the worst service ever cancel trains with no warning also have the worst customer service iv ever experienced there's no reasoning with them what so ever leaving people stood up instead of making passengers use empty seats and move further down train to make room so you can board with a bike instead of being told to wait another hour plus for the next train really feel let down

this is is not good, suppose to be a national service, windows open for foreign holidays you do not need the navigation is confusing and slow you need multiple tickets what does that mean and despite numerous compaints....nothing changes

There have been some very helpful staff recently in York Railway Station,however the security people just spoilt their good customer service to me by coming down rather heavily and officiously on me with making me leave the station because I have been there 2 consecutive nights without a ticket.Why have I done this? Out of necessity to take shelter and refuge in a public place as opposed to loitering innapropriately and using the fantastic WiFi and leisure facilities. Wait on! The WiFi isn't very reliable and there aren't any leisure facilities open in the night.Considering I have been paying for train tickets in this same train station recently and there is no help for me at all right now in the form of temporary housing I was just surviving and trying to keep myself safe and not at risk by walking around the streets.