This train company was rated the WORST in the UK
CrossCountry was recently rated the worst train company in Britain in a Transport Watchdog survey.
On a recent journey from Loughborough in the East Midlands to Exmouth in Devon, I found myself travelling with them again – not for the first time – and decided to analyse whether the ranking was justified.
I have had awful experiences with CrossCountry in the past – once, I ended up crouched in the vestibule of the train with two big bags, unable to access both my reserved seat and the toilet.
To CrossCountry’s credit, they did refund me and offer a complimentary one-way ticket anywhere on their network. Conveniently, a few months later, I needed to travel from Aberdeen to Exeter – and while that journey was long, nothing awful happened.
But I still started this journey with trepidation.
This review is based on personal experience and public information at the time of writing
Finding the carriage
At Derby Station, I had a reserved seat in carriage C on the CrossCountry train.
But the platform wasn’t marked with carriage zones, so I had no idea where to wait (at Exeter St David’s station, there are handy carriage zones and corresponding information on the board).
Once on board, I found out my seat reservation only applied from Bristol onwards, despite booking a ticket all the way from Derby.
That seemed to be a Trainline issue, not CrossCountry’s, as I’d booked my ticket through them.
To their credit, the CrossCountry staff were helpful.
One staff member (who was only in his second week) directed me and even offered to carry my bag to another carriage.
But I had to disembark at the next station, run to the unreserved carriages and find a seat there. The unreserved carriages were much quieter than the reserved counterparts.
Old carriages, tight space, and no signs of modernisation
Once seated, I had a chance to take in the surroundings. The carriage felt dated with worn-looking upholstery and fittings that haven’t kept pace with modern expectations.
There was a power socket, at least — but nothing about the interior felt built for long-distance travel in 2025.
There was a huge luggage rack at the end of one of the carriage, but I moved it to a smaller one closer to me.
Something I’ve seen mentioned repeatedly on rail forums (such as this one) is a supposed design flaw in CrossCountry trains, where the septic tank is located near the engine — some say this can lead to bad smells in certain carriages. I haven’t seen this confirmed officially (and haven’t actually noticed the smell myself), but it’s a frequent complaint.
This route covers huge distances – from Aberdeen down to Penzance – and skips London entirely. For travellers outside the capital, that’s a major benefit.
CrossCountry connects cities like Birmingham, Leeds, Exeter and Plymouth without the need to go through London and change trains and stations. That’s a big part of why I keep using it, despite the issues!
The official stats
CrossCountry came bottom in a Transport Focus study, scoring just 77 out of 100 overall.
It had the worst rating for punctuality (65) and a crowding score of just 44.
Complaints focused on cancelled trains, crowded carriages, dirty seats, and poor value for money. Its trains are operated by Arriva, owned by a private equity firm.
The company has seen frequent timetable cuts and service reductions, including a recent one between August and November 2024.
CrossCountry also had the highest cancellation rate of any UK train operator and was rated fifth-worst for value for money (46).
The government has put the operator on a performance improvement plan.
The Trustpilot reviews are brutal — and consistent
CrossCountry’s Trustpilot page is shocking.
At the time of writing, 83% of their reviews are one-star. Common themes include overcrowding, lack of basic onboard services, and filthy conditions — not to mention the sense that no one in charge is paying attention.
One passenger wrote, “The train was severely overcrowded… I had to stand outside the toilet for the whole journey.” Another described First Class as “small tight seats, no food or drink, and standard class passengers using First without checks.”
Complaints also highlight an inability to reserve seats, broken information screens, and staff described as “unhelpful, absent, or hiding in First Class.” Others say it’s impossible to board at certain stations due to overcrowding.
One reviewer, trying to get on at Burton-on-Trent, was told the train was full and couldn’t board — which meant they missed a connection. The train then stood for 40 minutes and terminated early. That same user concluded: “Take the bus, hire a car, walk — whatever you do, avoid this embarrassment of a company.”
Even those paying for First Class found no relief. “No refreshments, no staff visible, and a woman with a pram occupied two bays without question,” one person wrote. Several reviews called for the service to be re-nationalised entirely.
Others accused CrossCountry of being “not disability-friendly in the slightest,” with passengers in wheelchairs left by toilets despite booking accessible spaces.
Even when it works, it’s cutting it close
This particular journey didn’t go too badly. CrossCountry was the only one of my three trains that day that wasn’t delayed — EMR and GWR both ran late.
I had a tight connection at Exeter St Davids with only seven minutes to spare. That’s manageable, but only if everything runs on time. With a heavy suitcase, even a few minutes of delay can make the change stressful!
By the time we reached the West Country, the train had thinned out. Up in the Midlands it was crowded, which is a common complaint among regular users, but at least the final stretch was calmer.
Verdict
I find the CrossCountry trains uncomfortable, and the service inconsistent.
This journey was fine, but others haven’t been.
But the reality is: I’ll keep using it.
Not because it’s good – but because it’s one of the only options for long-distance travel outside of London.
For me, and for many others who don’t live in the capital, that convenience still counts.
