Customer services

• Book assistance
• Accessible information
• What to do if passenger assistance goes wrong

• Ticket refunds and changes information

Questions regarding Student Season Tickets should be sent to [email protected]

• Manage bookings
• Manage Online Season ticket
• Update your details
• Reset password
• Online booking help centre

• Make a Delay Repay claim
• Check my claim status
• Appeal a claim decision
• Delay Repay information

• Report / Log lost property
• Lost property information

• Pay for parking (Only at Automatic Number Plate Recognition station car parks)
• Register for Blue Badge Parking (Only at Automatic Number Plate Recognition station car parks)
• Car parking information

• Pay a Penalty Fare online
• Appeal a Penalty Fare online
• Penalty Fares information

• Questions regarding Digital Fraud Investigations should be sent to [email protected]

• Submit a Data Subject Access Request

• Join our Customer Panel
• Whistle Stop Tour Events
• Feedback about our services
• You said, we did

Phone

Can't find what you're looking for? To speak to a member of the team, contact us on 0333 311 0006 . They're here to help with:

• Sales and journey planning (7-days a week: 8am – 10pm)
• Online sales support (7-days a week: 8am – 10pm)
• Assisted travel bookings and information (24 hours a day, 7 days a week, except Christmas Day and Boxing Day)
• Customer relations queries (Monday to Friday: 7am – 7pm. Weekends and Bank Holidays: 8am – 4pm)

For Next generation Text, call 18001 0333 311 0006

Social media

Reach us, follow us and stay informed on the platforms you already use. Our social media team are available 24/7, 363 days a year (we take Christmas Day and Boxing Day off).

For more information on how we work and what to expect, see our Contacting us on Social Media page.

Stay safe: We will never ask for payment or personal financial information through social media or WhatsApp. If you receive a message claiming to be from us that does, please don't engage with it.

Our Passenger's Charter sets out the promises we make to you. It shows how totally committed we are to ensure that your region’s railway and services are responsive to your needs.

You also have rights under the Rail Passengers ’Rights and Obligations Regulation (EC No 1371/2007) (‘PRO’), as it applies in UK law. The PRO incorporates the ‘Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail’ (commonly known as ‘CIV’).

For an overview of these rights, please visit the European Commission’s information website about passenger rights .

The Office of Rail and Road is the National Enforcement Body for the PRO.

Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman . The Rail Ombudsman is there to help resolve on going complaints between us and our customers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn't happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

• you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
• we haven’t resolved your complaint within 40 working days of receiving it; and
• no more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

Contact The Rail Ombudsman

• Online and web chat: www.railombudsman.org
• Telephone: 0330 094 0362
• Textphone: 0330 094 0363
• Email: [email protected]
• Twitter: @RailOmbudsman
• Post: FREEPOST – RAIL OMBUDSMAN

The Contact Centre team are available:

Monday to Friday: 09:00 - 17:00

• Performance Information
• Complaints Handling Continuous Improvement Report 2025/2026