Delivering Great Service


Our Customer Promise

We want to continuously improve our service to you and provide you with enjoyable and stress-free travel, which is why our promise to you is to make things better for you by:

  • Being there when you need us
  • Making things easier for you
  • Always listening and helping you

24/7 Support

As an industry first, we now offer 24/7 customer support, letting you contact us at any time of the day, any day of the week.  Through this new service, you can book assistance on your journey, track down lost property and get answers to any questions you have on the services we provide to make your journey better whenever you need to.


National Rail Passenger Survey

With great service being at the heart of our business we're always keen to hear your thoughts and use these to shape the changes we make and feedback from the National Rail Passenger Survey (NRPS) plays a huge part in this. 

Take a look at our results


Customer Voice

As part of our ongoing commitment to provide great customer service, we recently launched our Customer Voice programme which aims to get feedback directly from customers in order to shape the future improvements of our service.

Find out more about our Customer Voice programme


Awards and Accolades

East Midlands Trains is proud of the many awards and accolades that we have won over the years, not least because it allows us to showcase the investment that we have placed in order to provide great service across our network but also because it is a testament our hard-working team.

View our Awards and Accolades