East Midlands Railway

East Midlands Railway is taking over the running of East Midlands Trains’ services

 

You do not need to change any travel plans. Your journeys won’t be affected, train tickets are all still valid and journey times will stay the same.

From 18 August, we are changing from East Midlands Trains to East Midlands Railway (EMR). The public transport company Abellio is taking over the franchise from Stagecoach, which means our branding will look a little different too. Soon you’ll start to see our new look in stations, on trains and on our website.

And although we might look different, we’re still the same people driving the trains, helping you at our stations and working to make your journey as smooth as possible.

Further exciting changes are coming with major investment planned across our stations and trains. Look out for future updates from EMR as more can be shared on these benefits.

Travelling with us

 

Tickets

Is my ticket still valid?

Yes it is. All tickets bought are still valid for the dates shown on the ticket. This includes all season tickets and all pre-purchased tickets.

Will my ticket for future travel still be valid on EMT services?

Yes it is. All tickets bought for future travel will still be valid for the dates shown on the ticket.

What happens if I want to buy a ticket in advance for a journey with EMR?

You can still buy and book tickets for future travel in the same way you do now, via the East Midlands Trains website. Tickets you’ve bought for travel before the change in operator will be accepted on EMR services.

I have bought an m-ticket on the East Midlands Trains app will this still be valid?

Yes all m-tickets will still be valid for the date of travel. You must keep the East Midlands Trains app downloaded on your device and use this to activate your ticket at the point of travel.

If you accidentally delete the app after the 18th you will need to contact our customer service team on 03457 125 678 to make additional arrangements.

My journey is partly on East Midlands Trains and partly on another train operator, is my ticket valid?

Yes, nothing will change. All valid tickets will continue to be accepted as they would have been on East Midlands Trains services.

Will there be any changes to ticket prices?

There will be no immediate changes to ticket prices. Any future changes in price will be in line with normal market practice.

I have travel vouchers from a previous refund. Will these be honoured by EMR?

Yes, you can still use your travel vouchers, they will remain valid up to their expiry date.

I am signed up to receive ticket alerts will this change?

Yes, you will no longer receive alerts when Advance tickets go on sale for your selected routes. However, you will be able to sign back up to these alerts from 18th August through the new EMR website to ensure you are first to know about our best value fares.

 

Timetables and Travel

Will timetables change as a result of the takeover?

No, trains will continue to run as normal and no disruption is expected as a result of the change in operator. The timetable and train times scheduled will remain the same under EMR.

Any planned engineering works will still go ahead so services will be impacted on those dates as planned. You should check the Midland Main Line Upgrade website before you travel for journey updates.

Will I still be able to claim compensation if my train is delayed?

Yes, you are still entitled to claim compensation if your journey has been delayed by 30 minutes or more. This will soon be extended to cover delays of 15 minutes and over.

Information about claiming compensation for delayed EMR trains will be available on the EMR website from 18th August.

I have already booked travel for after 18th August but I need to make a change. How do I do this?

For any changes to your booking before 18th August you can contact us in the usual ways. However, if you need to amend your booking after 18th August you will need to ring our Web Customer Support team.

 Contact the Web Customer Support team on 0370 333 4875.

Unfortunately, you will be unable to make any amends to your East Midlands Trains booking after 18th August through your online account or if you contact us online.

Will food and drink be available on the train?

Yes, the catering on trains will carry on as normal.

Can I still bring my bike?

Yes, the arrangements for carrying bikes, luggage, dogs etc. will stay the same.

What about seat reservations?

Just like your tickets, your reservation will stay the same and remain valid.

I have booked asssisted travel. Do I need to re-book?

No, you do not need to rebook. All your travel arrangements will be carried forward and the change of operator will not affect your journey.

 

Getting in touch

How do I get in contact with EMR from 18th August?

Our same Customer Service Team are still available to help you 24 hours a day 7 days a week. You can still call us on 0345 712 5678 or get in touch through our social channels. Whilst our name will have changed from 18th August, the same highly experienced team will be here to help you.

I need to make a complaint how do I do this?

You can continue to contact us in the same way as you currently do. Please contact us through the website or call us on 0345 712 5678. 

I already have an exisiting Delay Repay claim pending, do I need to re submit my claim?

You do not need to do anything, your claim will be processed within 20 days. If you have any questions about your claim please contact us through the website or call us on 0345 712 5678.

I have a Customer Service case open with East Midlands Trains, do I need to resubmit my case?

You do not need to do anything, your case will continue to be handled by our Customer Service Team.

 

About the transfer to EMR

Are there any immediate changes from today?

No, nothing will change immediately. Until the transfer to EMR, East Midlands Trains will continue to operate the services you use as normal.

What will change on transfer to EMR?

There will be no change to the running of the trains. Services will continue to operate as usual and there will be no impact on customers.

There will be a new website which you will be automatically redirected to if you visit eastmidlandstrains.co.uk. The first time to make a booking through our new website you will need to create a new account.  However, you will only need to do this once and for any future bookings you can log in quickly and easily.

There will also be a new EMR app to download where you can check train times, buy and keep your e-tickets all in one place.

What is happening to the people who work for East Midlands Trains?

People who are directly employed by East Midlands Trains will transfer over to EMR. No disruption is expected to services as a result of this transfer and you will continue to receive the same high quality service from experienced people.

Will the train company name change?

Yes, East Midlands Trains will become EMR.

Will the trains look any different?

The trains will gradually transform to display EMR branding. There is not expected to be any disruption to services as a result of this change of brand.

 

What can I expect to see in the future?

Whether it’s for work, education or leisure, every journey matters to us. To help us deliver consistently great journeys for our customers, there will be £600m invested into EMR over the coming years.

This considerable level of investment will see improvements throughout the network. There will be more modern regional trains to serve our customers better and general improvements to stations, faster journey times and greater capacity into London St Pancras. 

It’s going to be a busy and exciting few years ahead!