Coronavirus (COVID-19) Train Travel Information

Updated 31/05/2020 19:05pm

The safety of our customers during this difficult time is of the utmost importance to us, we have had a lot of E-Mails from customers with queries regarding refunds and also the safety of travelling on the train. As such we have gathered useful information into the below guide.

Is it safe to travel on the train?

The government has asked people to avoid public transport if at all possible to help maintain social distancing with limited capacity, and keep the railway for those who need it most. If you need to use the train, please try to travel Off-Peak, keep a 2-metre distance from others, use a face covering, and carry hand sanitiser or wash your hands.

If your journey is necessary, please remember that stations may be busy and leave plenty of time for your journey.

Rail Companies also doing more to ensure that trains and stations are clean, including a strong focus on cleaning high-touch areas such as ticket machines, grab handles, stair handrails and door buttons. Rail Staff have also received advice on maintaining good hand hygiene, regularly cleaning surfaces and safe customer interaction.

In order to maintain services for essential workers, while reflecting lower passenger demand and staffing levels, a reduced timetable is in operation. This means fewer trains are currently running compared to a normal weekday. Early morning and late evening services have been maintained wherever possible to support those customers who are working shifts.

The current timetable is working to an enhanced Saturday-level of service across the network, since Monday 18 May 2020.


What can I do as a Train Passenger?

  • Leave plenty of time for your journey and check before you travel
  • Travel off-peak if you can - generally after 09:30 in cities and large towns or 09:00 everywhere else
  • Purchase your ticket online or on via smartphone apps (where available)
  • Try to keep your distance from staff and other passengers
  • Wear a face covering
  • Pay for tickets by contactless payment, where available
  • Avoid travelling if you feel unwell or have symptoms of Coronavirus

The NHS guidance to help prevent the spread of coronavirus states that everyone should:

  • Wash your hands with soap and water often – do this for at least 20 seconds and always wash your hands when you get home or into work
  • Use hand sanitiser gel if soap and water are not available
  • Cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
  • Put used tissues in the bin immediately and wash your hands afterwards
  • Try to avoid close contact with people who are unwell
  • Not touch your eyes, nose or mouth if your hands are not clean

Public Health England also advises that if you have symptoms of coronavirus infection (COVID-19), however mild, to stay at home and do not leave your house for 7 days from when your symptoms started.

Refunds

We are now offering FULL (No admin fee) refunds on Anytime/ Off Peak (flexible) tickets AND Advance (non-refundable) tickets for future journeys up until 31st May, booked before 0700 on Monday 23 March 2020. If your booking contains Advance fares, the refund must be applied before travel.

For all refund applications, kindly note that you must submit a claim within 56 days of the original travel date AND return any printed ToD (Ticket on Departure) tickets to us before we can process your claim.

Refunds can be claimed here

Seat Reservations

To help with social distancing onboard, you now need a seat reservation to travel with some train operators, including:

  • LNER
  • Avanti West Coast
  • GWR (long-distance services only)

Please note, a seat number is just an indicator that you have a reservation on your specific train. Staff at the station and onboard will give you instructions as to where exactly you should sit.

FAQs

If I decide not to use my Train Ticket, will I get a refund?

If your ticket is a refundable flexible ticket, you will be able to claim for a refund as normal.

Free refunds are now available on advance tickets for future journeys bought before 0700 on Monday 23 March 2020. Alternatively, you can rebook your journey on another date before you travel and claim a refund on the original ticket.

I have an Advance ticket for a train that has been cancelled as part of the new reduced timetable. Can I get a refund?

Free refunds are now available on advance tickets for future journeys bought before 0700 on Monday 23 March 2020. Alternatively, you can rebook your journey on another date before you travel and claim a refund on the original ticket.