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, if you are eligible for a refund you can request one 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 56 days to receive your refund.
How to get in touch
Need help with something related to travelling with us? There are a number of ways you can contact us:
Need help with something else?
Provide feedback (good or bad) about our services.
The answer to your question may already be online. Here are some of our most popular topics:
- Our Delay Repay scheme
- Disruption and train status alerts
- Policies and procedures
- Reporting lost property
- Making changes to your ticket
- Booking assisted travel
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 and web chat: www.railombudsman.org
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Post: FREEPOST – RAIL OMBUDSMAN