Great North Eastern Railway > Reviews > Not exactly The Flying Scotsman

Author's product rating:   

Frequency of trains	Good
Reliability of trains	Mostly on time
Comfort of trains	Comfortable
On-board facilities	Satisfactory

Advantages:	Fast, improving services, online booking offers great discounts
Disadvantages:	can get very full to the point of standing room only, toilets often disgusting

Recommend to potential buyers:

yes

Full review

I was reading a selection of other reviews and noticed there were quite a mix of responses to GNER trains.

GNER (Great North Eastern Railway) operates the main East Coast rail line between London and several Northern termini - namely Edinburgh, Glasgow and Leeds, and minor routes to Aberdeen, Hull and Inverness. Having used the service for 5 years now, I can sympathise with both the positive and negative comments of other reviewers. This seems to be due to the fact that the service you get one day, can be totally different to the service you get on another day. This is most likely down to luck, as well as the time of day that you travel.

The trains consist of 8 carriages, and include a first class carriage, buffet bar/restaurant service, and standard accomadation. This is in addition to a snack and refreshments trolley which makes its way down the train.

There is also a carriage designated the "quiet coach" which aims to provide a more pleasant journey by prohibiting mobile phone conversations, and equipment not in silent mode. This particular idea, is often something of a joke, whereby people are told to leave the carriage for a quiet phone call, yet people can have a raging conversation, which seems to be fine!

The train also has room in the guards van for large pieces of luggage, and cycles, but it is advised you inform the station that you intend to bring such items to ensure they can be accomadated. Cycles usually need to have a reservation.

There are plenty of luggage racks near the doors of the train, although my experience is that they are usually full, and this can mean you have to leave bags and luggage near doors and in corridors.

The train service itself is usually quick, and punctual, and there are plans to increase the frequency of trains from every hour or so, to approximately every 30 minutes at most stations.

The trains themselves are nearing the end of a major refurbishment programme, such that the inside of the trains have a light and airy feel. The general standard of furniture is good, carpets are clean, and there is adquate lighting. However, this can be spoiled sometimes by trains not been cleaned after the journey before or during journeys. This is generally the evening trains where I have noticed this, with newspapers, food wrappers, bottles, cans etc on tables, or under seats. There is a no-smoking policy on every one of GNER's trains now.

The major disappointment is the condition that the toilets are frequently in. They mostly seem to have a problem with the flushing system. Toilets full of unflushed 'matter' is not everyones cup of tea. It certainly doesn't seem to be the cleaners either, as they always seem to be like this. To make things worse, the floor is usually wet, so can be a bit slippery.

Word of warning - if the toilets are electronic, remember to press the "Lock" button after the door has closed! I have seen one rather embarassing incident, whereby one blushing lady came face to face with a gentleman wanting to use the toilet...

Seating is generally fairly comfortable, and windows are clean so you can see some of the beautiful parts of the country that you pass. Seating is either with a fold down tray, or if you are lucky, you may get one of the table seats. If booking online you can specify which you would prefer. You can also peruse the free GNER magazine available 'LiveWire', which actually has a good range of material within it.

The online booking system seems to be rather popular now, as most seats are reserved (done automatically if booked online or phone) - although this can be a problem if you intend to buy a walk-up ticket, as your chances of finding an unreserved seat are slim. Online booking is advantageous thought as you can save over 30% the walk-up fare, and there are many special deals. Previously advertised was a return from London - Leeds for only £20 - a massive reduction from the standard walk-up fare. Occasionally problems do occur though, as I have experienced once. They don't always seem to close bookings, even though all the seats are fully reserved. This can mean there is no guaranteed seat for you.

The company has invested alot in getting internet up and rolling on all its fleet. In principle the idea is good, but the prices are not cheap: £4.95 for 1-hour as an example. Connectivity can also vary and spontaneously drop - although this is more of a physics problem rather than GNER'S fault, althought they do claim to have patented a solution with leading companies.
For those wishing to just use laptops, or charge up their phones, there are mains sockets located next to most seats.

The buffet service, whilst providing an modest array of foods, is somewhat expensive, as is the refreshments trolley. Taking your own food is recommended, particularly on long journeys. There is always a vegetarian option available, and now they have introduced a hot sandwich menu, which always smells divine. They will set you back £3.45 though. Crisps, chocolates, soft drinks, beer and wine are also all available. Those in first class have the privalege of being able to dine in the onboard restaurant, which has a somewhat greater selection. Standard passengers can dine here too, but only if space permits. Children can eat in here for half-price as well - quite good if they are hungry and bored of a long journey.

I should mention first class accomadation has that 'extra touch' which you expect having paid that 'extra cash'. Seats are generally more spaceous, and you get that special white napkin thing on the head rest too! Tea and coffee are served free, and there is a free newspaper, and free internet connection. Its also possible to have solo-seats rather than 2 or 3 seating arrangements. Do be warned though - at the weekend it is possible to upgrade for a small fee from standard to first class, so occasionally families with children will enter first class, which can turn the carriage into something of a noisy playground, and a place of frustration for the business travellers.

As I mentioned earlier, online booking in advance is the cheapest way of getting tickets, as is the telephone booking system. Generally the earlier you book the more options of times and prices you will have. Prices for the same journey can vary enormously from a few tens of pounds to well over a hundred pounds - depending on time and date of travel, class, and how far in advance you book. Quiet times of travel are often between 13:00 and 16:00, and after 21:00.

Those with a young persons railcard may receive an additional 30% off prices, but you may not travel before 10:00. GNER has also introduced its own evening peak hour restriction for YP railcard holders, which seem to randomly change and I have not received consistent information as to what these times are! Also, I don't think they are actually following the regulations set out by the YP agreement.

For those with disabilities, the trains are usually adapted well - with rails in toilets etc. Staff can also help access on to the train and platforms for wheelchair users - it's just a case of phoning the station before hand.

Service support from staff is variable. Some staff seem rather put out and generally grumpy if you ask them for help. On the other hand, there are some genuinely helpful and friendly ones. King's Cross station staff do tend to be ruder and rather cold!

A final remark regarding the stations and facilities. The majority are well maintained, litter free, good lighting and security, and have good quality waiting rooms and toilets. Carparking can be costly at these stations though, and most of them are already full by 08:00 on weekdays.
Stations all have self-service tickets machines, and ticket counters tend to be open until 21:00.
Many stations have snack bars on platforms, selling hot and cold refreshments, newspapers and books.

All in all, GNER provides a good service, but there are many things that could make the service more friendly and the journeys more pleasent. Fares are good, but only if booked well in advance (more than a week); walk-up fares seem rather expensive. The trains feel safe and comfortable to travel on, and they have an improving reliability.