FAQs
There are some things we get asked a lot. Here's some answers we prepared earlier.
Our customer services
All your questions taken care of.
Need to your change your ticket? On the hunt for your favourite brolly? You've come to the right place. If you can’t find what you need using the links below, our Customer Services team are on hand to help - just get in touch here.
We're sorry, we are currently experiencing intermittent issues with our telephone lines and we're working hard to fix this as soon as we can. We recommend using our live chat service, simply click on chat bubble in the bottom right corner of this page.
Refunds and change of journey
Find our up to date policy on ticket refunds and change of journey and how to apply.
Delay Repay
If we’ve slowed you down, we’ll do our best to help you claim back some of the ticket cost pronto.
That’s my seat!
If you booked a seat only to find someone in it, you can claim back the cost with our Seat Guarantee scheme.
Get in touch
Our friendly staff are on hand to help. Find out how how to get in touch, whatever you need.
Lost property
Arrived with fewer possessions than you set off with? No worries. We’ll do our best to track your stuff down with our Lost Property finder.
No ticket? No travel
It might sound funny, but you need to buy a ticket to travel on our trains. And you need to have it with you when you board. Read our Revenue Protection Policy to find out why.
Parking penalties
Leaving your car at our stations isn’t a problem – as long as you park in the right places and pay to stay. Here’s how we keep things fair and square.