Review Insights · Google Play
LNER | Train Tickets & Times
London North Eastern Railway Limited · 20,226 ratings · ★ 4.8
4.8
★★★★★
20,226 ratings
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Top complaints - extracted from 34 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"ticket"
12 negative reviews mention this · 35% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
2
"tickets"
9 negative reviews mention this · 26% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
3
"return"
6 negative reviews mention this · 18% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
4
"option"
6 negative reviews mention this · 18% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
5
"train"
6 negative reviews mention this · 18% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
6
"wallet"
5 negative reviews mention this · 15% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
7
"does"
5 negative reviews mention this · 15% of all complaints
★★★★★ "does not recognise my email and password" - trudi wheelerÀ
8
"update"
4 negative reviews mention this · 12% of all complaints
★★★★★ "update frozen" - Gary Groom
9
"show"
4 negative reviews mention this · 12% of all complaints
★★★★★ "I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train i…" - Andrew Simpson
10
"being"
4 negative reviews mention this · 12% of all complaints
★★★★★ "so whats the point of being able to download the return ticket to Google wallet if it doesn't show the seat reservation on the return journey?" - Jawanza Ipyana
11
"doesn"
4 negative reviews mention this · 12% of all complaints
★★★★★ "so whats the point of being able to download the return ticket to Google wallet if it doesn't show the seat reservation on the return journey?" - Jawanza Ipyana
12
"journey"
4 negative reviews mention this · 12% of all complaints
★★★★★ "so whats the point of being able to download the return ticket to Google wallet if it doesn't show the seat reservation on the return journey?" - Jawanza Ipyana
📋 All 34 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
update frozen
does not recognise my email and password
fix your upload/import ticket functionality please
so whats the point of being able to download the return ticket to Google wallet if it doesn't show the seat reservation on the return journey?
Only app that'll put you a week ahead when buying a ticket. forces updates during travel. joke Cheers
app refused to function until updated, when I was offline and needed to access my eticket. failed at fundamental task of a train app in being proof of ticket
£36 loss, because at checkout it's unclear what day is booking for, it booked today's train instead tomorrow. Never again use LNER. Best avoided
The app keeps giving errors. Won't let me access my inbox and won't let me enter this month's competition.
you want to give me tickets today I don't want today ridiculous
when l press passive option : positive No response!
Was working fine until last week. Tried to open, wouldn't open so tried uninstall 2 times and reinstalled and still doesn't open? Help?
complaint form through app. seems to be designed to prevent complaints, it asks for booking ref. and then restarts the whole complaint form from scratch, then asks for a photo of ticket, which was booked through your app. and logs you out again. I gave up.
It keeps signing me out mid journey and in areas of low signal cannot sign back in again - so cannot be trusted for train tickets unfortunately, use this app at your own risk of being caught without a ticket by revenue protection Also does not list all ticket options (no advances for Thameslink for example) meaning you can end up spending more here
No open return tickets available, prices are by far the most expensive. 'Split my ticket' is the best place to buy tickets it will save you a lot over the year.
I want passenger assist. where is it
decent app, but recently it has logged me out mid journey, not appreciated!
Full of tosh and bugs. Does show Underground but only if I select 'return' rather than 'single'.
Very frustrating app to use if you want a fixed outward journey and variable return. For "mix and match" you have to go through the whole process of finding trains and then go back to step one and re do all the searching. Then when you try to download the tickets to your wallet it gives you two links but they both point to the outward leg only. Needs a good debugging.
When using this to purchase tickets, it shows only a single expensive option. when using their website, the same train is shown with different ticket options, for almost half the price.
Latest upgrade is terrible,want to go back to the previous version
Can't give 0 stars so have to switch from 5 to 1. Terrible now, constant "technical issues" both on app and website. Can't check on ticket refund status, chat doesn't work "technical issues", can't change seat on when booking, can't change payment card etc, etc, etc. Used to be an easy reliable app, not anymore
really bad. not all journeys displayed & some disappear on day of use when needed for ticket inspection. 1 star is generous
Deletes your Railcard without any warning resulting in you paying full price. Try a different app. There's plenty to choose from.
since being forced to reinstall the app no longer recognises my login details. They haven't changed and I can still login via the Web. really annoying.
Rubbish app, continously crashing.
it keeps loggung me out all the time
I don't know why this happens now but it will only show the outward bound ticket when downloading both outward and return tickets to Google Wallet. You only get the option to redownlioad the return ticket nearer the time your return train is due to depart, which is frustrating if you have an Anytime Day Return ticket and decide to to get an earlier train. Please sort this out. Thanks.
fiddly
App does not apply GroupSave when numbers travelling make this an appropriate option. Unable to select collect tickets at station for some journeys, but weirdly can for others, and also if using the site lner.co.uk. Update: email sent with screenshot of app NOT applying GroupSave. Leaving as 2 stars because the website still works better than this app. 2nd update: no response so app uninstalled. 🤷🏻♂️
Edit seats option no longer working. No button to confirm after I select the seat. A bit pointless, half the reason I buy on the app is to choose my seat.
Still broken after the most recent update, the Google calendar integration is back but very unfriendly to use. There's also still no ability to add journeys to SeatFrog as before and the option to add tickets to Google Wallet still only allows you to add the outward ticket and not a return, and states the ticket is already added if you try and add the return separately. All of this previously worked in the earlier version of the app and these issues still aren't fixed properly. Not good LNER.
does not show the most direct route between Brent Cross West and Wellingborough doesn't have the ability to pin my regular commute and doesn't have the ability to check live train times
Update to season tickets is very pretty, but has launched with broken functionality. Useless broken link to adding tickets to digital wallet, and a link to an unverified server just to view tickets completely undermining the purpose of the app. Utterly embarrassing app development.
pretty poor. the app is unable to track live trains and is hopelessly late in reporting delays. useful for booking trains, hopeless in tracking them. best to use National Rail app
Sentiment summary
94%
Positive (4-5★)
1%
Neutral (3★)
5%
Negative (1-2★)