LNER reviews: what App Store users complain about
We read the 300 most recent App Store reviews of LNER | Train Times & Tickets (by London North Eastern Railway Limited) from 4 storefronts, dated 28 May 2022 to 10 October 2026. Average rating in this sample: 3.55★. All-time App Store rating: 4.9★ from 53k ratings. 124 reviews (41%) gave 1–3 stars.
Star ratings in this sample
| Stars | Reviews | Share |
|---|---|---|
| 5★ | 153 | 51% |
| 4★ | 23 | 8% |
| 3★ | 28 | 9% |
| 2★ | 29 | 10% |
| 1★ | 67 | 22% |
Rating by month
| Month | Reviews | Avg stars | 1–3★ share |
|---|---|---|---|
| September 2025 | 11 | 3.27★ | 55% |
| August 2025 | 17 | 2.18★ | 76% |
| July 2025 | 7 | 3.29★ | 57% |
| June 2025 | 5 | 3.00★ | 60% |
| August 2024 | 5 | 2.20★ | 80% |
| July 2024 | 6 | 3.50★ | 67% |
What 1–3★ reviews mention
122 English-language 1–3★ reviews in the sample (UK and Ireland storefronts), matched against fixed keyword lists per theme.
| Theme | Reviews mentioning it | Share of 1–3★ reviews |
|---|---|---|
| Bugs | 47 | 39% |
| Pricing / subscription | 31 | 25% |
| Crashes / freezes | 16 | 13% |
| Feature requests | 15 | 12% |
| Performance | 11 | 9% |
| UX / design | 10 | 8% |
| Ads | 2 | 2% |
A review can mention several themes.
Most-mentioned issues
- Make trials and renewals transparent: 15 of 122 1–3★ reviews. What to do: Show the renewal date and price before the trial ends; link to cancellation. Surprise charges drive 1-star reviews and refunds.
“Got charged £10 fee to refund a £14 ticket for a cancelled train. Robbery. Won’t be using again.” (1★, v4.27.0, 2023-11-25, GB) - Fix in-use crashes and freezes: 14 of 122 1–3★ reviews. What to do: Match quoted actions to crash reports; ship a hotfix for the top stack trace.
“Using an iPhone XR - I spent 25 mins trying to book a train ticket with the app crashing at different points in the process. Had to book through the website at a premium. Not sure why this has 5 stars, I can’t even use the basic features” (1★, v4.20.0, 2023-01-23, GB) - Speed up loading: 10 of 122 1–3★ reviews. What to do: Profile cold start and the slowest screens on older devices; cache content.
“I decided to use the LNER app this week rather than Trainline. I should not have bothered. I have found the app slow and unresponsive, it would not allow me to change my seat allocation. I have tried to use the delay repay function over the past 48 hours but just get the rotating…” (1★, v4.34.0, 2024-10-11, GB) - Improve content quality: 10 of 122 1–3★ reviews. What to do: Review the content areas users name; add a "report a problem" button on content.
“Got a message the day before my planned journey saying my train had been cancelled, so requested a refund and made alternative arrangements (including purchasing a new ticket). However, the service actually ran, and there is no record of the cancellation message so I’m just imagi…” (1★, v4.23.1, 2023-06-14, GB) - Fix features broken by the latest update: 7 of 122 1–3★ reviews. What to do: Add regression tests for the features users name in these reviews before the next release.
“Since latest update the app no longer functions on my iPhone. iPhone is fully updated and has plenty of storage space. Annoying as I was travelling but luckily had downloaded pdf of ticket.” (1★, v4.39.0, 2025-08-25, GB) - Ship the most requested feature: 7 of 122 1–3★ reviews. What to do: Read the quotes below for the exact request; consider a public roadmap.
“So disappointed, the PayPal option doesn’t work on the app! It works fine on the desktop website but smart save only works on the app what seems very unfair!!! Would love to give five stars but need to sort out the payment problems with PayPal in the app and stop punishing people…” (1★, v4.24.1, 2023-07-30, GB)
Rating by app version
| Version | Reviews | Avg stars | 1–3★ share |
|---|---|---|---|
| 4.39.1 | 6 | 2.50★ | 67% |
| 4.39.0 | 18 | 2.67★ | 67% |
| 4.38.0 | 9 | 3.00★ | 67% |
| 4.37.1 | 11 | 2.73★ | 64% |
| 4.36.0 | 9 | 3.22★ | 44% |
| 4.32.1 | 5 | 3.60★ | 60% |
Versions with fewer than 5 reviews in the sample are left out.
Is LNER your app?
The full report reads up to ~300 of the latest public App Store reviews, classifies them into 7 themes and 18 specific issues, and ranks the 10 fixes that would move your rating most. PDF by email within 24–48 h.
Full App Store report €49 €19 Free check
Launch prices until 30 Nov 2026 or the first 20 orders (then €49).
Method and limits
Reviews were collected once from Apple's public customer-reviews feed (most recent first; UK, Ireland, Germany, France, Spain, Italy, Poland and Netherlands storefronts merged, 4 with reviews; up to 300 reviews). Star, month and version figures are plain counts of that sample. Theme and issue figures come from fixed keyword patterns (for example “subscription”, “charged”, “refund” for pricing) run on English-language 1–3★ reviews from the UK and Irish stores only (reviews in other languages count in the star, month and version figures but not in the themes); a keyword match is not a judgement of the review, so check the quotes. The paid report classifies every review with an AI model into 7 themes and 18 issues with severity. This is a snapshot of recent reviews, not the app's full history. Generated 24 October 2026. Not affiliated with London North Eastern Railway Limited or Apple.
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FAQ
What do LNER users complain about most?
In 122 English-language 1–3★ App Store reviews from 2022-05-28 to 2026-10-10, the most-mentioned theme was bugs (39%) and the most-mentioned issue was “make trials and renewals transparent” (15 reviews).
How many LNER App Store reviews are negative?
124 of 300 recent reviews (41%) gave 1–3 stars. Average rating in this sample: 3.55★.