Coronavirus Travel Information
Ticket Refund/Changes Update
Owing to the developing coronavirus situation offshore, our web support and telesales team offices are currently closed meaning we cannot make changes to bookings or issue refunds over the phone. In most instances, including for Advance Tickets, you can request a refund by logging into your account online.
If you are unable to request your refund online you can do so by emailing us at [email protected] please be sure to include your booking reference and journey details your email. For season tickets please email [email protected] . Because of the high demand, it may take up to 28 days to receive your refund.
For the latest information and advice from the Government, visit Gov.uk here.
Information from East Midlands Railway
The safety and wellbeing of our colleagues and our customers is always our number one priority.
We are continuing to closely follow official advice from the Government and ask our customers to do the same.
That means you should only travel if it is absolutely essential. This is limited to:
- Getting urgent supplies, such as food or medicine
- Supporting older or vulnerable people
- Travelling to and from work if you are an identified key worker
No one else should be travelling at this time.
Remember: Stay at home. Protect the NHS. Save lives.
If absolutely have to travel at this time then please practice safe social distancing and try to stay at least two metres away from other people.
Our significantly reduced timetable is now in place and will operate until further notice. More information and timetables are available below.
What is East Midlands Railway doing?
- Increased the frequency and standards of our cleaning schedules on our trains, in our stations, depots and offices and pay extra attention to places and items which are used by lots of people, such as handrails, ticket machines and customer waiting rooms.
- All of our trains and station toilets provide hot water and soap and we would advise customers to follow government advice by washing their hands for at least 20 seconds. If you come across any customer areas without soap and hot water, please let us know immediately.
- We are also displaying public health posters at our stations, providing the most recent advice from the NHS and Public Health England.
Changes to catering on our trains
Following Government and NHS guidance around social distancing, we’ve made the decision to remove all catering options from our on board service.
Until further notice, we will be offering no at seat service in First Class or Standard Class trolley service.
Catering facilities will remain available at our stations as normal and we encourage customers to purchase refreshments before they board.
If you had a First Class ticket and did not receive our usual offer, please contact our Customer Relations team, with a copy of your tickets, the details of your journey, and your preferred payment method (for BACS payments, please advise your account number, sort-code and branch. For PayPal, please provide your associated PayPal email address and account name). We’ll be happy to compensate you. Our contact options are available here.
Extra cleaning – a schedule of additional cleaning throughout the day will be in force, so you might see our staff sanitising high contact areas which will include the wiping down of tables and handrails throughout the train.
Refunds and Changes
We know Coronavirus means many of our customers have to change their plans and we want to make that as easy as possible. So, we have introduced the following changes to our refunds and changes to travel plans terms and conditions, effective immediately.
You may change the date of travel or cancel your ticket for a full refund with no Admin fee*. If you have booked though our website and have not printed/collected your tickets you can cancel or change your ticket online by logging into your account.
If you are unable to request your refund online you can do so by emailing us at [email protected] please be sure to include your booking reference and journey details your email. Please be aware that we are not currently able to process refunds or changes over the phone.
If you have already collected or printed your ticket see https://www.eastmidlandsrailway.co.uk/refund for information on how to cancel your ticket.
*Advance tickets booked before 0700 on Monday 23rd March may be refunded with no admin fee applied. Advance tickets purchased after this time are not refundable.
The normal Season Ticket refund policy applies.
If you purchased your season ticket on our website, please email us at [email protected] for a refund.
If you purchased your season ticket from a ticket office we understand that you're most likely unable to return your ticket to the station to obtain a refund. Instead, please email us at [email protected] with a photograph or scan of your unused ticket, cut in half with Covid19 written across in ink and your photocard. Be sure to avoid writing over the price of the ticket. Please include a contact number should we need to get in touch.In the email please include the date of which you you have surrendered your ticket, this will be the date you send the email.This will then be sent to the ticket office on your behalf who will process this for you. Due to the high level of requests we are currently processing, this make take up to 28 days to show on your account
Requests for refunds on travel prior to the 16th March will need to follow refund terms and conditions as detailed in the National Rail Conditions of Carriage
These arrangements only apply to tickets purchased through an East Midlands Railway retail channel – such as our website, or in our stations. If you have purchased a ticket from another supplier you will need to return to where or who you purchased the ticket from.