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 Rail Delivery Group (RDG) 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.  You can also view our own Passenger Information During Disruption Delivery Plan .


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


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

Find about more about how to make a complaint

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.