Hulltrains Omdömen 153

Delay Repay, don't bother. My train was 40 minutes late on the journey from Kings Cross to Grantham. I claimed a total of £6.33, senior Railcard holder. All I got was a woolly reason it was not in the companies T&C's. The passenger loses again.

Spoke to the most nasty man at customer services. He was very rude, shouted at us down the mic as though we were naughty children and told us we would be lucky getting though the barrier with our tickets, because we had come back earlier than planned, seems the staion doesn't care about anyone seeing other reviews, oh and the phone number doesn't work to call customer services either, gets half way though and then cuts you off

Appalling company, lie about delays, take 20 days to respond to a complaint , customer service is zero, and a CEO who doesn't give a sh1t about customer service which the staff embrace

This was the worst service I have received in a long time. I purchased tickets in February to travel to London on April 4th. The payment was successfully charged to my account, and since I always book through the app, I trusted everything was fine.
The day before traveling with my husband and my baby, I logged into the app to double-check everything — and to my surprise, my tickets were not there.
I contacted customer service immediately and asked to speak with a supervisor. I was assisted by Helens. I explained that I was traveling that same day and that my tickets were missing. Her assistance was extremely poor, and she offered no real solution. The only options she gave me were to either buy new tickets or request a refund. A refund was not a viable option for me, as I was traveling with my husband and a baby.
I ended up purchasing new tickets. During the call, I provided all my details, and she told me she would send a follow-up email — which I never received. It was clear there was no concern for my situation, even though I was traveling with a baby.
I had to contact customer service again to resolve the issue and request a refund. The experience was again very poor — I had to call multiple times and speak with different managers before it was finally resolved. After several calls, I did receive a refund, but there was no compensation at all.
If the company updates its system, it should be to improve the customer experience. In this case, it was the opposite. It would have been so simple for them to issue replacement tickets and avoid all this stress and inconvenience.
Very poor customer service, lack of empathy, and no compensation despite the circumstances.

I know they have had their ups and downs in the past, but more recently we have found them very reliable, with friendly staff and with top rate customer service (ring them up and you can actually speak to a person who knows what they are talking about)

Absolutely crap website, try to enter hull to kings cross or doncaster to kings cross. same error message.
We've had browsers now for 40 yrs, smooth running ought to be guaranteed, but no, not with these useless bozos.

Error message
Invalid destination code: GB^KP

The worst coffe on my life for £3.
Even on the street in India was better.
My journey 05.04.26/ at 09.00 Doncaster -London Kings Cross.
Never buying again.

We use Hull trains every time we travel to London or Airports for Holidays, our journey back yesterday was as good as ever, Hayley the manager very helpful chatty and polite, answered all our questions and just a pleasure to chat to, 1st class service on the button from George cheerfully supplying our Drinks & Sandwiches, both of them a credit to your company, hopefully we will see you again very soon, Thankyou

Been trying to book tickets through the app for 2 days - each time it states there’s an error. Absolutely useless app.

Everyone is often quick to criticise,even when problems are through no fault of the company. I thought I would write a quick review about my journey on the 16:21 from London Kings X to Brough on Sunday 8th of March . We travelled first class and the lady that looked after the first class carriage was lovely (I think she was called Lisa) . She could not have been more helpful and friendly and she is a great credit to your company. Nothing was too much trouble for her and as well as looking after us I heard her answering queries from other passengers about the journey. The train left on time and arrived on time. We couldn’t have asked for more. We will certainly use you again

Got to mention Katie in 1st class , on train to London Sat 21st Feb 10,33 am absolutely outstanding customer service ! Served the 3 of us with warmth wit & fabulous customer service !

Early morning Train to London 6.27 significant delay

Returned to Kings Cross after appointments for open return next Hull Trains service was over 2 hours to wait,which was OK ish but
Then was seriously delayed on way back to Brough averyy long day indeed.

Tried website delay repay which did not work .
Tried phone line and was answered by a machine!

They have no intention of Compensating anyone
or getting you to your meeting.

Travelling with my daughter on the 10.08 from Grantham to London 30th December and it was massively delayed (all other London trains were fine so it was a Hull trains issue). I purchased tickets through LNER but was told delay repay was via the operator. Tried Hull Trains repeatedly including a phone call where I was told I would receive my delay repay in 24 hours - that was Monday and now it's Thursday and no follow up. Awful service.

So the reply from Hull Trains is a non answer - I've gone via their website and it was declined - according to the call centre this was because I originally went through LNER. The call centre also said I would be refunded in 24 hours NOT 10 - 14 days!

The journey from Doncaster to King’s Cross in first was really good. The train was super clean and the staff were absolutely lovely. Now this should be a 5 star review but this is where I’m slightly disappointed.
We booked our first class seats just one way. We were so impressed we decided to upgrade our return journey (3 weeks later) to first class. A cost of £38 for both of us. Having had such a great experience I thought let’s do it. Only to find a £10 admin fee!
I did all the admin. I found out how to upgrade on the app, I put in all the details, I even chose seats, but it seems hull trains want to charge me for all my admin skills.
So I have kept my £38 and I’ll travel back in standard.

No food service AGAIN on a major service from Hull to London. No trolley, no buffet, NOTHING!!! There never is. They always manage to find a member of staff to make sure you bought the right ticket though, funny that?! An organisation that just wants to make sure you’re paying as much as possible and does not care less if you can get anything to eat or drink at lunchtime on a major commuting train for a journey taking more than two and half hours! Disgusting.

First time travelling with Hull Trains to Kings Cross London, booked First Class on the 8.43 on Sunday 16th November, after boarding and taking our seat we were greeted by the Conductor who took time to go around and talking to all passengers, bearing in mind the recent Traumas on the rail system this was very reassuring and professional. On our return later that day on the 19.52 service we were greeted by Marie and also catered by her onboard, what a lovely and bubbly character she was she treated everyone with the same cheery smile and friendly banter, made the journey a very enjoyable experience. When we complimented her on her manner and personality, she said (" its my Job") She was not only this friendly to all travellers she was as friendly to her colleagues. She deserves a medal for her services. Well Done

Travelled to London on 3rd November returned on 5th on a 2 for one ticket which was less than a tank of petrol for 2 of us return.
Journey from Selby to London just over 2 hrs.
Due to an incident at Grantham on return leg we enquired about upgrading to 1st class as I hadn’t booked seats. Staff could not have been more accommodating despite the additional stresses incidents create, with lots of additional passengers.
Highly rate Hull trains who made the whole trip a relaxing experience

Despite my repeated complaints received this email today: 12 WEEKS!!!!

Thank you for getting in touch with Hull Trains.
As it’s now been 12 weeks since you contacted us, we wanted to let you know that we haven’t forgotten about your complaint and we’re sorry for the delay in responding to the issue you’ve raised.

Our team are working as hard as they can on all the correspondence sent to us and will be back in touch as soon as possible.

Thank you for your patience.

Hull Trains

Our trains were cancelled due to a problem on the track near Howden. We had concert tickets for Leeds and a hotel booked which cost over £300. Connecting trains would have got us there really late. Mark Creamer went above and beyond to help us. Extremely grateful. Thank you much!

Very good service on a return trip from Beverley to Kings Cross on 23 September . Both journeys were bang on time and various staff were polite, friendly and helpful. Very competitive price too .
Unfortunately the seats in standard class are uncomfortable and in need of upgrading .