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If you would like to make a comment, complaint, write to us or
phone us for information, we will ensure that our response is
correct and easy to understand.
A complaint is described as 'any expression of dissatisfaction
by a customer or potential customer about service delivery or about
company or industry policy.'
We will ensure that our complaints handling procedure:
If a complaint is received about the service we provide, we will
ensure that our staff can help and in many situations resolve it
there and then.
We will always encourage our frontline staff to try to resolve
problems. If they are unable to do so the respective supervisor or
manager should be able to help and provide an immediate response or
Our Customer Relations team can be contacted easily. We will
ensure that we provide a poster in every coach in every train which
provides address and telephone details for sending customer
comments and complaints.
lnformation on how to contact us along with the contact details
for Transport Focus can be at the end of this
document, our Passenger's Charter, timetables and on our website at
If you require a claim/comments form these can be obtained from
our train staff or from stations we stop at. 'Passenger Charter'
leaflets are available at stations we stop at or on the internet at
We can also provide literature in audio and large print on
When corresponding with our customers we will make a provision
for customers whose first language is not English. Customers can
contact us using their preferred language and we will, through the
services of a translation agency, respond to the correspondence in
the same language. This can however take longer than the timescales
we normally set ourselves, although we will endeavour to respond as
quickly as possible.
Comments can be made by calling 03447 369123. Customer Relations
staff are available: 08.30 - 20.00 Monday to Friday and 09.00 -
16.00 Saturday (excluding Christmas Day and Boxing Day).
0121 200 6005
Postal comments can be sent to:
CrossCountry Customer Relations
18 The Priory Queensway
Comments can be made by letter or by using one of the
comment/claim forms available at stations we stop at or from
All e-mails will be automatically acknowledged within 24 hours.
Our aim is to respond within 10 working days of receipt.
Our aim is to respond within 15 working days of receipt of a
written complaint, whether it is a written letter or pre printed
If further investigation is required a further holding letter
will be sent. We will aim to finalise more complicated issues
within 20 days.
95% of all correspondence received will be responded to within
We aim to answer 95% of incoming telephone calls within 90
seconds. If we cannot immediately resolve the complaint at the time
of the call we aim to respond in the same timescales as for written
correspondence shown above.
We will use reasonable endeavours to keep to our promised
response rates even when there is an unexpected sudden increase in
the volume of complaints received. Under exceptional circumstances
during times of disruption we may seek to ease this target with
approval from the Department for Transport (DfT).
Any complaint or claim referring to another operator's services,
Network Rail or other agencies, will be acknowledged and forwarded
within 2 days of receipt.
We will not divulge confidential information to third parties
unless we have your written consent. We may however divulge some or
all of your details without consent where it is necessary for us to
fulfil our own obligations (this will include bodies such as other
train operating companies, Transport
Focus and insurers) or to bodies carrying out a
statutory duty such as the DfT or Police.
We aim to satisfy complaints with our first response and provide
frank and honest responses to any concerns raised.
If you are unhappy with our first response and you contact us
again, your complaint will be reviewed and responded to by a
manager. This second response will include the name and position of
the manager and also explain the role of Transport
Focus. After this second response if you continue to remain
unhappy with our response to your complaint you should contact
Transport Focus is the independent body set up
by Parliament to protect rail users' interests.
for Transport Focus can be found at the end
of this page.
If Transport Focus take up a claim on a
customers behalf this will be dealt with by the Customer Relations
Manager. Should Transport Focus still not be
satisfied with the response the Customer Services Director will be
asked to intervene. The Customer Service Directors decision will be
final. Transport Focus will be kept informed
throughout the appeal. We would expect to deal with such appeals
within seven days.
There are occasions where a customer feels so aggrieved with a
particular experience that they feel the need to speak to a Senior
Manager or Managing Director. Whilst we will always endeavour to
consider these requests, we would ask our customers to contact our
Customer Relations team in the first instance in order for their
complaint to be dealt with in a consistent manner.
Additionally our Customer Relations team is best placed to log a
complaint, record the customers experience and offer a resolution.
Our Senior Managers are kept up to date with customer
correspondence and will take appropriate action where necessary to
improve our services as a result of complaints received.
We expect our customers to maintain a level of courtesy and
politeness whilst we are given the opportunity to resolve their
complaint. We do not expect our staff to tolerate verbal abuse or
threats or any other manner of intimidating behaviour from
customers. Should instances of this nature occur, our staff have
our full support in terminating a call, or written
If in the unlikely event that this escalates to a situation
where we are receiving abusive or threatening calls and letters
from a specific person we will take appropriate action and notify
the British Transport Police and our solicitors. We have a duty to
ensure the welfare of all our employees, and are grateful for our
customers' cooperation with this policy.
We reserve the right to terminate any correspondence or
communication that we believe to be unreasonable, aggressive or
abusive, and which specifically diverts resources.
We will fully consult with the DfT, Transport
Focus before we terminate any correspondence and we
will advise customers in writing of the reasons behind the
decision. This process is in line with Annex A of the February 2005
rail industry guidelines.
Whenever possible, a complaint will be handled by one member of
the Customer Relations team from receipt to reply and it will
address the points you raise. All complaints will be fully and
fairly investigated. We will make reasonable endeavours to address
all issues raised.
We will offer compensation when appropriate (in the form of rail
travel vouchers) as explained in our Passenger Charter and in line
with the National Conditions of Carriage.
Copies of the Charter may be found on our website at
www.crosscountrytrains.co.uk staffed stations that we stop at or on
request from Customer Relations.
We undertake regular surveys and internal audits of a sample of
our replies to customers in order to measure customer satisfaction
with the way our customer relations team has performed and to
ensure they meet our quality targets. We use this information to
improve the team's performance. We regularly monitor the level of
customers who are unhappy about the way their complaint has been
handled and contact us again.
We will endeavour to identify reasons why customers are unhappy
with the way their complaint has been handled and seek to improve
If a complaint refers to more than one train operator we will
agree with that train operator which company will respond to
complainants and we will inform them as to which company is taking
the lead in replying to their concerns.
We will pass on any complaints wholly regarding another train
operator, and we will tell you which train operator is to reply to
your comment and how to contact them should you not receive it.
This is compliant with Annex B of the February 2005 rail
If you wish to make a claim for losses, property damage or
personal injury this should be made in writing or e-mail to
Customer Relations who will ensure it is forwarded to our Claims
Handler. The rail industry has an arrangement called the Claims
Allocation and Handling Agreement (CAHA). Under this agreement,
compensation should be dealt with by the companies for their own
customers. If some or all responsibility is allocated to another
party, the insurance companies balance the payments behind the
scenes. Claims will be dealt with in accordance with this
Our complaints handling procedure is reviewed annually, and this
is carried out in consultation with the DfT and Transport
If you are still not satisfied by the response given by us you
may contact the following organisation;
PO Box 5594
Southend on Sea
Telephone: 0300 123 2350
Fax: 0845 850 1392
Textphone: 0845 850 1354
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XC Trains Limited. Registered in England. Registered No:04402048. Registered Office: XC Trains Limited, Admiral Way, Doxford International Business Park, Sunderland, SR3 3XP