East Midlands Railway Passenger Reviews
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    • Customer Service Managers
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East Midlands Railway Passenger Reviews

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Passenger reviews of East Midlands Railway (EMR) highlight consistent issues such as train delays, overcrowding, rude staff, and customer service problems. Complaints include canceled trains, dirty and overcrowded carriages, and lack of seating. In contrast, a few positive experiences were also mentioned, praising helpful staff. Overall, EMR's service quality and punctuality remain major concerns among passengers.

Source: Trustpilot Reviews of EMR 

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Customer Feedback Analysis of EMR 

Discover passenger insights on EMR service with our analysis on delays, customer service & more.

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Custom Date - Dec 25, 2024
Popular Phrases (limited preview)
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  • Outgoing train was 20 minutes late and…

    Outgoing train was 20 minutes late and then stopped early and wouldn’t run to destination. Had to swap trains.Train home stopped early, had to swap to a bus…..bike wouldn’t fit on bus, had to have family come be collect me

    Sentiment
    • Negative
    Content
    • Delays and Cancellations
    Feb 07, 2024
  • Terrible service!!

    This is the worst company I have ever used.They cancelled my train just after I had booked it.It is now costing me more money to be able to get a refund out of them.I would sooner walk!!!!

    Sentiment
    • Negative
    Content
    • Poor Customer Service
    Jan 11, 2024
  • Donna is amazing at Corby station

    Donna is amazing at Corby station. She was so genuine and helpful, even guiding myself and son toward the awaiting train. You must be so proud. Thank you EMR

    Sentiment
    • Positive
    Content
    • Inconsistent Staff
    Jan 06, 2024
  • Awful train service

    Awful train serviceThe trains never have enough carriages, they’re always overbooked and you have to stand. If I wanted to stand for the whole journey I would’ve walked.

    Sentiment
    • Negative
    Content
    • Inadequate Train Capacity
    Dec 15, 2023
  • Cancelled 07.28 Loughborough train to…

    Cancelled 07.28 Loughborough train to Nottingham again . Just take it off the list , hardly ever runs , late for work again . Seriously thinking about getting a car , gotta rely on something and that's not EMR .

    Sentiment
    • Negative
    Content
    • Delays and Cancellations
    Nov 28, 2023
  • 2 carriages!!

    2 carriages!!! Really!!..crammed in like sardines..stood all the way from Norwich to Peterborough & still people standing to Sheffield...full price tickets...you should be ashamed of yourself...not a people's service at all..😡

    Sentiment
    • Negative
    Content
    • Inadequate Train Capacity
    Nov 26, 2023
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Sentiment Analysis (limited preview)
-80 Net Promoter
Score
Popular Topics (limited preview)
Languages (limited preview)
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  • This page displays purchase options and a preview of the customer feedback analysis report for EMR  based on online reviews collected from Trustpilot. The analysis helps Transportation Consultants, Customer Service Managers, Railway Operations Managers, Market Research Analysts, Public Relations Specialists to discover insights into what people love, dislike, and need.

  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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