Coronavirus Travel Info

Can you travel another way? Help keep trains clear for those who really need them.

If you must travel, when planning your journey by train please follow this guidance:

  1. Plan ahead and buy your ticket in advance online

    Avoid buying your ticket at the station on the day. Some train operators will not allow you to travel without a reservation.

  2. Use e-tickets on your phone for contactless travel

    Avoid touching ticket machines or queuing. Digital tickets are available on for most major UK routes.

  3. Travel during off-peak hours if you can

  4. Check times before you travel

    Timetables may change as services begin returning to normal

  5. Please wear a face covering if you can

  6. Carry hand sanitiser and wash your hands before and after travelling

Refund Info

If you have already booked a journey on, and will no longer be travelling, please contact us at

Due to the high volume of emails we are receiving, & our own reduced staffing levels, there may be a significant delay in us getting back to you. Please bear with us - the wellbeing of our team and our customers is our top priority, and we will deal with every request for support.

Will I get a refund if I decide not to travel?

To help people during the pandemic train companies made a number of temporary changes for people whose travel plans unexpectedly changed due to Coronavirus. Now that the vast majority of services are running again and lockdown-related refunds have been processed, these temporary changes are coming to an end.

This means that from Monday 7th September 2020:

If you have an Off-Peak  or  Anytime  ticket, you can get a full refund and an admin fee may apply.

Advance tickets are non-refundable but you can change the date and time of your booking and an admin fee may apply

You can apply for ticket refunds up to 4 weeks from the last day that the ticket was valid.

In areas where there is disruption, operators will agree cross-ticket acceptance on a case by case basis.

Until Monday 7th September:

If you have an Off-Peak  or  Anytime  ticket, you can get a full refund and we have waived the £10 admin fee.

Advance  tickets are normally non-refundable but you can now also get a full, fee-free refund if your Advance ticket was booked before 23 March 2020.

We have doubled the time people can apply for ticket refunds – up from 4 weeks to 8 weeks from the last day that the ticket was valid.

To help customers socially distance, we have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff, keeping everyone safer.

If the train you intended to use has been cancelled in the reduced timetable you can get a full, fee-free refund. Train operators are also accepting tickets for each other’s services for necessary journeys. This means if you still need to make a journey but your train has been delayed or cancelled, you can now use any operator’s service to reach your destination via any reasonable route.