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Dealing With Disruption

We know that getting you to your destination on time is important. Unfortunately there are times when disruption occurs and we are unable to run the train service as planned.

As an industry we are working in partnership with the Association of Train Operating Companies (ATOC) to deliver improvements to customer information so that when we do experience disruption, we are giving you the best possible information. There is also an approved code of practice that we work to, If you would like to read more, you are able to view the approved code of practice here.

We have created a guide which tells you more information about how we will deliver information to you during disruption. 

View our guide

There are also a number of intiatives that ATOC have agreed with train companies that will continue to deliver a benefit to you. For the full list of these initiatives and how many we have already delivered please see here.


You may be entitled to compensation, if you were delayed for over 30 minutes. See our Delay Repay page for more information.

East Midlands Trains complaints

If you wish to complain about East Midlands Trains services, or a specific incident, please complete our form here.

Give feedback

If you have been affected by disruption and have some feedback, please take a couple of minutes to complete our survey to help us to improve communication in the future.

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