Coronavirus (COVID-19) Train Travel Information

Updated 5/1/2020 16:10pm

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.

Latest government advice:
UK Government website
Scottish Government website
Welsh Government website / https://llyw.cymru/teithio-thrafnidiaeth-cyngor (Yn Gymraeg)

Is it safe to travel on the train?

Rail Companies are 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.

Travel Advice

1. Book with us before you leave to save time at the train station.

2. Choose to receive an E-Ticket for the collection of your ticket to avoid having to print your ticket at a machine.

3. Avoid travelling during peak hours, if possible - generally after 09:30 in cities and large towns or 09:00 everywhere else.

4. Wear a face covering at all times on your journey, unless you have a medical condition that allows you not to.

5. Make sure to sit in the seat you have booked to allow social distancing.

6. Some operators require a seat reservation to be made, if during booking you receive an error message regarding seat reservations this is because no seats are available. You will need to book to travel at a different time.

7. Avoid travelling if you feel unwell or have symptoms of Coronavirus.

Refunds

Full refund on unused tickets purchased on or before 19th December 2020 for travel between 23 December 2020 and 27 December 2020 inclusive. Claim a refund.

Advance Tickets
Advance tickets purchased before 31st October for travel between 1st November and 2nd December.

Advance tickets purchased before 26th November for travel between 2nd December and 22nd December and 28th December and 2nd January.

Advance tickets purchased to or from a National Rail station that has changed to Tier 2 or 3 on or before 14th December 2020 for travel between 16 December 2020 and 22nd December 2021 and 28th December and 2nd January.

Advance tickets purchased before 4th January for travel after 5th January.

We are offering admin-fee-free changes to Advance Tickets. You have 12 months from the outward travel date & time to rebook any journey and we will refund the total ticket cost of the lesser value journey (waiving the admin fee). If an amendment results in a lower price ticket, the difference in fare will not be refunded.

It is the responsibility of the customer to rebook within the correct time frame (12 months from the outward travel date) and claim a refund via the refund form or email us.

You can claim a refund on your original booking here

Flexible Tickets
You can claim a full refund on your unused ticket if you need to cancel your travel. Tickets can also be rebooked for a different date, an admin fee will apply if cancelling or rebooking.

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. 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?

For tickets purchased until Sunday 06 September 2020
Flexible Ticket: You can get a full refund with no admin fee if you rebook your journey, an admin fee will apply if you don't rebook.

Advance Ticket: Non-refundable (unless disruption to your booked journey means you do not travel), but you can change your journey with no admin fee.

For tickets purchased from Monday 07 September 2020:
Flexible Ticket: You can get a full refund, an admin fee will apply if you rebook or cancel your journey.

Advance Ticket: Non-refundable (unless disruption to your booked journey means you do not travel) but you can change the date and time of your booking and an admin fee will apply.