You’ll find answers to the most frequently asked questions on our website, but if you need to talk, we’re here to help.
For complaints or compensation claims, please don't send us images of passports, credit or debit cards, or other information that is personal to you. We'll let you know if we need anything from you and how to send it to us.
If you would like to apply for a refund, we highly recommend contacting us online where possible. For tickets purchased online, simply email your original booking confirmation plus your request for a refund to [email protected].
For tickets bought at a ticket office or from an agent, please see our Refunds and Compensation page.
To make a complaint or leave feedback contact Customer Relations: [email protected]
We think it is important that you have the chance to tell us when things have gone wrong. We will make every effort to provide you with answers and say sorry when we have made mistakes. We will provide reasonable compensation where it is appropriate.
We have lots of information on this website to help provide some answers to frequently asked questions.
You can also access our Passenger Charter and Complaints Handling Procedure, as well as links to the National Rail Conditions of Travel from this site too.
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