Changes and refunds can be completed via my account - if you still require support, use our chat function for an instant response.
Manage my booking
- Check your ticket type and flexibility, as well as see your available travel times
- View your ticket reference to collect your tickets from a self-service ticket machine
Log into My Account to -
- Change your password
- Change your address
- Manage your saved passenger list
- Manage your saved payment methods
Have a chat online (Preferred Option)
Have your question answered by one of our support team using the online chat service. This service is currently available on reduced opening hours of 08:00 to 18:00, 7 days a week
We currently only offer support by email. To send an email to our European support team use this online form.
Drop us an email
Personal or Business account
Fill out an online form with as much detail as possible, so we can get your query to the right person and give you the best answer. We are currently experiencing high contact volumes which might cause a delay in us responding to your query. Please be assured we will respond as soon as we can.
Give us a call
All trains across mainland Europe including Eurostar
We currently only offer support by email.
Due to the ongoing situation and restricted opening hours, we are only able to handle calls that involve the purchase of a ticket. Changes and refunds can be completed via my account and for all other enquiries, please drop us an email or for an instant response, use our chat function.
Call us between 08:00 and 16:00 Monday to Friday.
- For help with existing bookings, call us on 0333 202 2222, unless you're calling us from outside the UK where you'll need to dial (+44) 333 202 2222. Just so you know, we can only discuss booking details with the person who made the booking, for data protection reasons. It would be also be really handy to have your booking reference available to help us find your journey.
- To make a booking, call us on 0871 244 1545. Calls cost 13p per minute plus your phone company's access charge. Calls from outside the UK may cost more.
Call us between 08:00 and 16:00 Monday to Friday on 0870 3333 555* Calls cost 2p per minute plus your phone company's access charges. Calls from outside the UK may cost more.
Due to the ongoing coronavirus (COVID-19) situation, we’ve had to close our phone line support for now.
For the latest refund advice please see our (COVID-19) Travel update
Rest assured the we’re working tirelessly to help you as best we can.
Call us between 09:00 and 16:00 Monday to Friday on 0344 811 0150.
Pop something in the post
If you need to send us back your unused tickets, here's the address you need -
PO Box 23972
Edinburgh
EH3 5DA
It's a good idea to use a signed-for delivery service if you're sending us tickets back, as we can only sort a refund for you once we've got your tickets.
