“Thank you so much to the Hull staff lady who helped my teenage daughter yesterday when she missed her train from king cross to Hull,she was very distressed and crying. The lady gave her a ticket to the next train for free and allowed her to travel in first class!
I can't not thanks enough!
Many thanks x”
“Awful customer service.
Return journey cancelled, no more trains that day. No Hull Trains staff at Kings Cross to assist. Not able to use ticket to travel on LNER.
3 choices.
a) camp out at Kings Cross until next day
b) book hotel in London and claim from Hull Trains.
c) buy tickets for LNER service (more expensive).
I opted for option c) and claimed the refund from Trainline for tickets on cancelled Hill Trains service. As the LNER tickets were more expensive I tried to claim the extra cost from Hull Trains and came across a bunch of numpties who either didn’t bother to read my emails or can’t read.
Apart from Karl and Nicola, who I spoke to and were both as helpful as they could be, the rest of the many people I had contact with seemed to lack any common sense. Every time I spoke to someone a different person would then respond with an email and when I replied to the sender yet another person would respond - with the exception of Helen who doesn’t even bother to reply to emails!
Aftet 2 weeks of emails bouncing back and forth and sending copies of the original tickets as requested, the most recent email from another numpty at Hull Trains advised me that they cannot compensate me for the extra cost of the tickets I bought - as a result of their service being cancelled at short notice - because the (overpaid) driver was ill - because I hadn’t bought the tickets directly from them but had bought them through Trainline.
Mr ‘Numpty’ suggested that I ask Trainline or LNER to compensate me for the extra cost of the more expensive tickets that I had to buy because Hull Trains cancelled their service at short notice!!
Needless to say that I won’t be booking a ticket with Hull Trains in the future. I’ll pay more and book LNER or choose an alternative route/train operator e.g. via Melton Mowbray and Leicester.
Based on this experience with Hull Trains Customer Service (not a very appropriate description) I would definitely NOT recommend booking on any of their service, if there is an alternative service available with another train company.”
“Well done Hull Trains. I paid for first class travel to hull to relax and ponder over the remembrance weekend and I find 18 people crammed into the centre aisle of the first class carriage. This is not good service I couldn’t even leave my seat to go to the toilet. Surely the company just needs to count the number of seats and issue that amount of seats. Answers are required please”
“Paid for first class,train bursting at seams ,people stud up all way doen ailes even in first class,nothing to drink or eat and paid a lot of money for tickets
Absolutely disgusting”
“To board a Hull train,with a fabulous member of staff.. Mark Mc... How helpful,happy.Made a very elderly couple,extremely happy,celebrating an anniversary. Smiles in abundance. Thankyou Mark,for your help with our tickets ..”
“Train on time and clean, staff were polite and helpful.
I would like to make a suggestion. We travelled first class so were entitled to a breakfast. Because there were 3 of us, all vegetarian on both outbound and inbound journeys, we were told on both occasions 'oh we never have that many vegetarian breakfasts'. We were offered a pannini instead, but got one breakfast sandwich going to London (only because another vegetarian traveller offered to swap) and two on the return journey.
Surely if you asked on the booking form about dietary requirements, your passengers could have the meal they wanted.”
“No food in standard a bare minimum cold in first no vegan options no decent hot options stank of toilet no staff or passengers wearing mask to protect the vulnerable no first class lounge to social distance hull or London rip off of captive clientele dreadful advert for Hull”
“Hull trains are worst operator in uk. Trying to book a ticket and they charge me for ticket but they got technical problem and didn’t send me a any confirmation just took money from account. No I don’t have money on account and any message from them.Be aware and don’t but anything for this useless website. Hopefully covid gonna get all of them 😂”
“Very basic service. Only coffee, tea or water. Choice of sausage or bacon sandwich. Apparently the reduced menu is due to Covid restrictions but this doesn't stop other operators offering a full service at present.”
“Very underwhelmed....only tea, coffee, water as drinks on offer then a biscuit then a sandwich and a packet of crisps. Carrage was full and seating was not a roomy as I'd have thought. This was my first time 1st class and can't honestly say it was special.”
“Why on earth are you not serving alcoholic beverages? First class ticket prices without the G&T on the return journey? Last week I was told we'd be back to normal this week??! I'll switch to LNER to be sage on Wednesday and Thursday, thanks anyway.”
“Return from Kings Cross to Doncaster FIRST CLASS
Firstly I had a sprint to catch the train as they put platform up 5 minutes before due to leave. I'm disabled.
Coffee was disgusting
Food offering limited and was disgusting
My teeth rattled from Kings Cross to Doncaster.
How can Hull Trains warrant charging extra?
Went down to Kings Cross from Doncaster on Virgin. Excellent coffee and food and SMOOTH journey. Worth the extra money to travel First Class!
Hull Trains. If you cant provide a First Class service dont offer it. Disgraceful RIP off!”
“Worst First Class service I've ever known. The carriages are dirty and poorly maintained - with the rubber trim coming off the windows and swinging around. There's a constant repetitive whine I've never experienced on a train before. The ride is very shaky, not smooth at all.
The coffee is truly disgusting and while there's a nice selection of biscuits the food is awful. There is no alcohol on offer.
Service is just alright, staff don't say hello.”
“Early morning train out of London to Hull on 10/03 cancelled - no email notification sent by the company or other attempt to make contact. All passengers forced to take a slow local train to Peterborough, and then a two hour+ bus journey to Hull from there. There are several East Coast trains running that would get us to Hull much faster, but the company refuses to allow us to use these services (despite the cancellation being entirely their responsibility). I would recommend paying a bit more to use the more reliable East Coast services to Hull (even where this means a change in Doncaster).”
“Very happy with the exceptional service that has been offered. Also pleased with the support when trains are cancelled which thankfully is not frequent.”
“As my plan to travel to London had cancelled , I asked for refund. I was told that as it was an advance ticket , I could not refund. This was not mentioned when I was purchasing.
I was given an option to re-book for another date , but that could be only be done on-line and cannot be on phone.
When I tried it on-line, I could not see and book the return fair at the same time as was booking for on-ward journey. I was given only option to book and purchase for on-ward journey , before I could see fairs for the return journey.
To me it is not a fair system. Once a passenger buys an on-ward journey ticket , the return fairs started appearing very expensive leaving the customer no choice , but to buy them.”
“Trains are faster, cleaner and better priced than Virgin East Coast trains. Sadly they are smaller and less frequent. Of the 2 companies, Hull Trains are my first choice.”
