Contact us

How to get in touch​

Need help with something related to travelling with us? There are a number of ways you can contact us:

Get help with an online or app booking

Need help with something else?

Provide feedback (good or bad) about our services.

Get in touch

The answer to your question may already be online. Here are some of our most popular topics:

Or, see if your question is in our FAQs.

Find out how we collect and manage your data.

If you’re unhappy with the response you receive from us, 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.

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.

Online: www.railombudsman.org

Telephone: 0330 094 0362

Textphone: 0330 094 0363

Email: [email protected]

Twitter: @RailOmbudsman

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