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

Or try our EMR Digital Assistance who can quickly help answer queries or point you in the right direction to get help. Just click on the link at the bottom of this page.

Need help with something else?

Provide feedback (good or bad) about our services. You can also contact us using WhatsApp on +447501330988.

Get in touch

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Our team aims to respond within 10 minutes however at busier times this may take a little longer. Please include as much information as possible in your initial message, this will make sure we have everything we need to handle your query.

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.


Telephone: 0330 094 0362

Textphone: 0330 094 0363

Email: [email protected]

Twitter: @RailOmbudsman