Hulltrains Omdömen 

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 .

I and my wife were booked on the 13.48 hrs train from Kings cross to Hull on 19/11/25. Due to my wife feeling ill and in a effort to get home earlier I approached the train manager to see if we could take the 11.48 and explained the situation. With time short before the train departed we were told to hurry to the ticket office where we were charged a further £35 on top of the money we had already paid to return on the 13.48 service. Me and my wife who was clearly ill then had to run and join the train as it departed. Once on board I saw that there were many untaken seats in our carriage making us feel very disappointed in the additional fee charged and overall customer service

The reply I received from Hull trains was as I expected generic and in my opinion reinforced my initial comments that the company do not practice good customer service or conditions and simply take unfair advantage of fees.

I submitted a refund request on the 11th July (more than 2 months ago) and they still haven’t dealt with it.

My train was cancelled due to last minute industrial action and I had to buy a more expensive LNER service. This was very stressful on the day and I arrived to London delayed.
I emailed Hull Trains on the 11th July, but received only an automated email.

Since then I rang the Customer Service line twice, but was advised to wait, or use an online form that is not fit for my particular scenario.
I emailed them again, but haven’t received a reply.

Shockingly poor and disappointing customer service.

If you are going to deny passengers a trolley service due to staff illness, the very least you can do is provide a bottle of water. On the basis I had to rush from a meeting to get the train, I’ve now got to sit here for another 3 hours to London without any water. It’s a tiny cost to you, but makes a big difference to people sat here for 3 hours with no other options.

Your conductors response was poor… ‘only in an emergency!’ - so I have to faint to get some water?

Please do better.

1708 train to London on 28th August

My train was cancelled and I had to buy a new ticket. I have currently waited nearly 7 weeks and all I received were automated replies that they are working on my case. Called last week and they have advised they will escalate the issue but the escalation resulted in another automated response. Absolute joke

My return journey was cancelled because of industrial action. I was able to book a different train but the refund process is difficult and I still haven't had my refund more than 7 weeks after my cancelled journey

Meant to be getting the 09:48 from London to Retford on 27th June but the service was cancelled. In line with their website instructions, we booked an alternative train with LNER since the next Hull train would have got us to our destination too late. Site advised that Hull Trains would cover the cost of the new outward tickets. Original tickets and new tickets submitted to the email address given, and a case number raised by Hull Train, but no follow up from them. Chased a couple of times on email but no response. Phone line advises waiting 30 days as they are experiencing a busy period but when I called again as now over 30 days, the customer service line isn't answered. Gave up after half an hour.

From start to finish, an absolutely terrible service.

I travelled on Hull Trains for a journey from Retford to Kings Cross on an Advance ticket. However, I would like to travel earlier than planned on the day and it was impossible to change a paper ticket on the day of travel online and the ticket office was not open.

I couldn't use an e-ticket because I had another cross-London ticket in my order and I had bike reservations as well, so I had to use paper tickets.

A call to the customer service hotline resolved my problem by letting the station manager know my situation, and told the guard to accept my ticket.

Wow ,what can you say ,I wouldn't give it one .booked train to London with friends ,wembley special only to find we didn't have seats .on the onwards journey .friend didn't realise when he booked .stood with many others for three plus hours .here's a idea don't sell tickets if you don't have seats ,specially knowing people booked from hull to London .
Journey home was unreal ,had half a dozen carriages ,even when in the morning well over double that .
Literally 'Rammed' people stood shoulder to shoulder down the aisles some people couldn't handle been stood up three hours , literally sat on the floor between the aisles .some wouldn't even go to the toilet because you could hardly move .

Just got home from Canada ,(what a brilliant system they have too ,)
Our train cancelled ,got on a another hull train ,packed ,only to be told we shouldn't of got this one ,but a later one .
"don't we worry we won't charge you this time round" .lol

Wow ,thank you ,how grateful we should be eh? .we were in corridor between the carriages sat on our suitcases .shocking service worst train service we've used .never again .

I booked through LNER a journey from Boston to London Kings Cross, travelling part way with Hull Trains for yesterday - 22nd July. I was informed by LNER by text that the Hull Trains portion of the journey was cancelled due to strike action - the cancelled journey was due to depart at 12:02. I had to buy another ticket to travel from Grantham to London Kings X as my Hull Trains ticket was not valid. That train was due to depart at 12:09. I have today received an email from Hull Trains advising that my delay/repay claim was unsuccessful as my train left on time! That level of incompetence is worrying and ensures that I will avoid Hull Trains from now on. You know your trains did not run yesterday and at what time and from where, yet you are content to keep money for a service you did not provide. Really?

Booked tickets through trainline from Selby to Heathrow to catch a flight. Allowed plenty of time. Due to strike action by drivers our train was cancelled and the following train was 5 hours later which was too late. Had to book an alternative journey from York. Trainline say speak to Hull trains. Hull trains say speak to Trainline. Through no fault of our own we are left out of pocket. Certainly won't use them again.

Hull train cancellation from Doncaster - London. Advised to buy an LNER ticket at the window and was told I can reclaim the original on a repay scheme and the difference of the walk-up, more than twice the price of the booked train. I photographed the info that was provided by the station regarding claims from a Hull Trains address but Hull, even online, try to bounce you back to 'the operator that sold you the ticket' so this is very muddled advice at all steps. Plus they require 20-28 days before claims or complaints can be addressed, which is a long time if you have unreliable info to untangle before trying to actually claim at all. Unable to get through to the CS team on the phone, and again, their system seems very eager to put you through to the Trainline instead of interacting... Have had to enquire with LNER whether it is them who I need to be dealing with after all. Very disappointing any way you turn, and a lot of time to get nowhere yet in terms of assistance. I won't be using again, which is a shame as the long distance routes are ideal for me.

I have had a number of cancellations. The latest one meant I had to rebook on Hull Trains which was expensive last minute. As I had reused the same company, their excuse was that I was not eligible for a refund. This company does not care about its customers, is greedy and provides a poor service. DO NOT USE THIS TRAIN COMPANY. How they get away with it boggles the mind. Again, DO NOT USE THIS TRAIN COMPANY.

Expensive, overbooked, understaffed. Another disappointing journey. Too many bookings so people standing in ailse etc. Travelled from kings cross to Beverley, From an hour into a 3 hour journey all staff dissappear, the food trolley came round at the beginning of the journey then never seen again. I think it's so bad that you can't get a drink unless you get one at the 1st (and only) trolley service. No rubbish collection the whole journey either. We paid extra for the direct service to Beverley, won't bother again.

This company deserve to go bankrupt. They delay you for hours, tell you that you are entitled to a full refund and then make it impossible to claim. Spent an hour going around and around in circles.

UTTERLY HOPELESS.....
The 08:52 Retford-Doncaster service is cancelled almost every day now, causing me a delay of almost 2 hours (so I have to go and take a 55 minute bus journey instead).
The 13:27 Doncaster-Retford service is cancelled almost every day now, causing me a delay of over an hour (again, meaning I must take a 55 minute bus journey).
I am delayed over an hour each way, every day, by Hull Trains.
I get that there is industrial action, but why are you cancelling the same trains every day?