To ensure the ongoing safety of our team, we've had to temporarily reduce the number of staff available to take calls. As a result, wait times will be longer and our priority is to support those who are travelling imminently or have an urgent query. If you don't require immediate assistance, please contact us by email. Please also note that most refunds and exchanges can be completed online via My Bookings.
For train ticket availability and making changes during COVID click here.
Manage my booking
Log into
My Booking to -
- 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
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.
Have a chat online
Personal account - UK trainsHave your question answered by one of our support team using the online chat service. Our chat service is open every day between 08:00 and 22:00
Our customer service team can only answer UK rail enquiries. If your enquiry is related to a trip anywhere in the rest of Europe then please email by
filling this out an online form with as much detail as possible.
Give us a call
All trains across mainland Europe including Eurostar
We currently only offer support by email.
Personal account - UK train and coachTo ensure the ongoing safety of our team, we've had to temporarily reduce the number of staff available to take calls. As a result, wait times will be longer and our priority is to support those who are travelling imminently or have an urgent query. If you don't require immediate assistance, please contact us by email. Please also note that most refunds and exchanges can be completed online via
My Bookings.
Our phone lines are open every day between 08:00 and 20:00
- 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. Calls cost 2p per minute plus your phone company's access charges. Calls from outside the UK may cost more. 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.
All season ticket enquiriesCall us between 08:00 and 18:00 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.
