East Midlands Railway, owned by Abellio is the replacement for the similarly named East Midlands Trains, operating the East Midlands railway franchise. Many of its' routes go into London St Pancras while it also serves cities such as Derby, Manchester, Sheffield, Liverpool, Leeds, York and even Norwich. While it provides slow routes compared to rivals travelling from Manchester to Liverpool, or Manchester to Sheffield it is the main route provider on many other occasions including Manchester to Norwich.
I am impressed with some of the immediate changes with the new franchise
- The new livery is smarter and looks good as I noticed the former East Midlands Trains to just become ugly, dirty and outdated so that really is an improvement to the network. I do think it's a shame that many trains haven't been fully refurbished, however.
- Delay Repay has been extended to cover a 15-minute delay rather than the industry average and the only legal amount they'd have to cover of 30 minutes anyway. Other new franchises including Avanti West Coast are doing this too, but it's still a step in the right direction and I hope more companies start doing it too.
I like EMR's assisted travel policy for disabled passengers, again they allow customers guaranteed assistance if booked within twelve hours of travel with a good online form, compared to 24 hours notice being required by many other companies. This is really good compared to the likes of TPExpress who offer some similar routes (they offer the fastest travel between Manchester and Liverpool/Sheffield) who's online form always changes the train time and they require a full 24 hours notice. They also allow customers to book it over the phone too, again this is good for customers who might not be tech-savvy and it's open 24-7.
I do think they need to train staff fully on this front as I have had online bookings ignored.
Interestingly one of their main and longest routes of Liverpool to Norwich, which goes via Manchester which takes 5 hours and 24 minutes still takes around 3/4 of an hour longer than getting a service from Lime Street to Euston (Avanti West Coast) and from there getting the tube to Moorgate, walking half a mile to Liverpool Street station and then continuing on your journey with a greateranglia service from there. (I presume it could be down to having a slow route through the north at first with the train from Liverpool to Manchester taking almost double the length of a TPExpress train).
The website again is one of the most professional I've seen in a railway company, it's so easy to use and the same can be said about the app - it is actually much better than Avanti West Coast which commenced in December 2019 and as of writing is the newest railway franchise in the UK.
One of my first times travelling with EMR was from Manchester to Leicester, as obviously these cities aren't usually connected by railway it meant having to change trains at Sheffield, their main route which is from their cities and London St Pancras seems to have nicer trains which include First Class which sadly some of their longer routes serving the north of England and Norwich doesn't.
I also travelled with EMR from Derby to Sheffield, there were some awful delays on the network however my service wasn't effected as it came from Kettering. The train was clean with a good First Class service including gluten-free shortbread biscuits. While the seat reservations failed to work with no apology or explanation, the wifi didn't dip out during my trip, I'd rather have slow consistent wifi than faster wifi which went down constantly, as it did with CrossCountry when I made the opposite journey.
Overall, I was pretty pleased with EMR but bringing their Liverpool - Norwich route trains in line with the services going into London and Kettering is much needed. The staff on board are also great (most of the time). 4* read more