News from East Midlands Trains


East Midlands Trains Launches New Customer User Group

  • “Customer Voice” group to meet twice a year with senior management team.
  • Provides an opportunity for customers to discuss areas for improvement with East Midlands Trains
  • Customers travelling regularly with East Midlands Trains invited to take part

East Midlands Trains customers are being offered the opportunity to have in-depth and detailed face-to-face conversations with senior management about their rail services, after the train operator announced plans to launch its first dedicated customer user group.

Members of the group, called “Customer Voice”, will be asked to provide their views on East Midlands Trains services and talk about possible future improvements. The group will meet face-to-face twice a year with senior managers from East Midlands Trains and will be asked to complete four online surveys a year asking for opinions on a range of different aspects of the service. A dedicated email address will also be provided to members of the group so they can pass on direct feedback from their journeys with East Midlands Trains.

Neil Micklethwaite, Customer Service and Commercial Director for East Midlands Trains, said: “The views of our customers are very important to us and we want to ensure that we provide every opportunity for people to have their say on our services.

“Customers can already provide feedback through our dedicated 24/7 customer contact centre or to any of our employees, but in addition, we’re setting up a dedicated customer forum where we’ll be able to hear in more detail the views of customers who regularly use our services and get their ideas on how we can make improvements for the future.

“We believe that the Customer Voice group will provide a great opportunity to change things for the better and we’re looking forward to getting some valuable feedback from the customers taking part in this group.”

Customers travelling with East Midlands Trains on a regular basis have been invited to take part in the Customer Voice Group. The first meetings will take place in Leicester on 20 October and in Sheffield on 28 October and any customers wanting to take part can email., specifying why they would like to take part and a little bit about themselves. There are a very limited number of spaces available for the Leicester event and some spaces available for the Sheffield event. Customers taking part will be given a complimentary pair of First Class tickets.  Future events will be held at different locations across the East Midlands Trains network.