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FAQs

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Ticket delivery/collection (23)

Can a deleted ticket be resent to my mobile phone?

No, a ticket that has been deleted cannot be resent to your mobile phone. Therefore, please treat the ticket as thought it was a paper one and make sure you do not lose it. Please contact us on 0844 811 0124 for further information.

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Can I collect my tickets from any self-service ticket machine?

Your ticket should be collected from the selected self-service ticket machine during the booking process. Please carry the debit/credit card that was used to purchase the ticket along with the ticket collection reference.

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Can I have my tickets delivered to a different address?

Yes. When you book you will be asked for your billing address (this is the address to which your card is registered and your statements are delivered). You must complete this field. You can then choose to have your tickets delivered to another address. Please complete the delivery address field making sure you include the correct postcode. Note: You cannot change the delivery address once the booking has been confirmed.

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Five things to know about…e-tickets

Important information to know about e-tickets:

1. You will need a computer with access to a printer, station staff are unable to print these tickets for you and you are not able to collect these from the self-service ticket machines in the station.
2. You can either print the ticket from the link in the second e-mail you receive from us or you can log into your My Account area.
3. E-tickets are non-refundable and you are not able to amend journey details.
4. If you are travelling together as a group the person who purchased the tickets name will appear on all of the tickets. They will need one of the forms of ID listed below for the tickets to be valid.
5. If you are not travelling together, you will need to state traveller names on the 'Delivery options' page for each ticket. Each traveller will need their nominated form of ID for the tickets to be valid.

Tickets will be available from a link e-mailed to you to print two hours after booking. Note that the first e-mail you receive is your booking confirmation e-mail and is not valid for travel.

Accepted forms of ID for e-tickets (which must show the passengers name as printed on their ticket):

  • Credit or Debit card
  • National Railcard
  • Passport
  • Driving Licence

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How do I collect my tickets from a self-service ticket machine?

You can pick up your ticket(s) the easy way from one of the self-service ticket machines at key mainline stations or other selected locations.

Tickets are ready for collection no more than 2 hours after ordering, and much sooner if you are travelling in the next couple of hours. Please refer to your booking confirmation email for further details. Collection is easy you only need to remember two things:
1. The credit / debit card that was used to make the booking.
2. The ticket collection reference given to you when the booking was made.

When at the self-service ticket machine:
1. Insert the credit / debit card used to make the booking.
2. Key in your unique ticket collection reference. Your ticket(s) will then be dispensed.
3. Do not remove tickets from the machine until all tickets have been issued and the main screen informs you that the transaction is complete.

Please note: If you have made a booking on behalf of other travellers the booking confirmation e-mail will be sent to the e-mail address displayed on the delivery details page.

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How do I use an e-ticket?

E-tickets need to be printed at home before you travel. On CrossCountry, Grand Central and Virgin Trains Advance tickets you will be presented with this delivery option.

Once you have selected it please ensure the e-mail address you have supplied is correct and continue with your booking.

We will ask you to provide the name of the lead passenger if travelling in a group or the individual passengers name. Please ensure that the selected form of ID is brought along with the printed e-ticket on your journey.

Once you have paid for your tickets we will send you a confirmation e-mail. You will then receive a second e-mail containing a link to download your e-ticket. Once you have downloaded the e-ticket this needs to be printed.

To get the e-ticket you will need:

A printer
Adobe Acrobat Reader

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How quickly after making a booking can I collect my tickets from a self-service ticket machine?

Tickets are ready for collection no more than 2 hours after ordering, and much sooner if you are travelling in the next couple of hours. Please refer to your booking confirmation email for further details.  Please remember to take with you the credit/debit card used to make the booking and a note of the ticket collection reference.

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How will my season tickets be delivered?

Tickets will be sent out by First Class post, or by Royal Mail Special Delivery for an additional cost of £5.00.

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I bought a ticket using the mobile application, how can I get a refund?

The process for cancelling/changing a booking (and claiming any refund) made using the mobile application are the same for those that are purchased using the crosscountrytrains.co.uk website.

Please click here for more ticket specific information relating to cancelling/changing a booking and the refund policy that applies.

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I have lost my ticket what should I do?

Please note that train companies do not accept responsibility for lost or mislaid tickets.  The National Rail Conditions of Carriage states that lost or mislaid tickets will not be replaced nor will refunds be made in respect of them. You will need to book new tickets if unable to find the old ones.

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I've bought a ticket and selected 'E-ticket', how do I print it?

When you've completed your ticket purchase with CrossCountry, we will send you two e-mails.

The first e-mail is a booking confirmation and will arrive immediately after your transaction is complete. It is not your ticket and will NOT be accepted as a valid ticket.

The second e-mail will arrive shortly after booking and will contain a link which will allow you to download and print. Open this e-mail from a computer you wish to print from. Select the link in the e-mail and then select print.

Remember you will need to carry an accepted form of identification with you when you travel.

Note that you will need a copy of Adobe Acrobat reader in order to view and print your ticket. This is available free of charge by downloading from Adobe.

If you lose your e-mail you can view it again by visiting 'My account'.

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Next day delivery - What you need to know

Save yourself time and hassle with our Next day delivery service:

• Guaranteed ticket delivery by 13.00 the next working day*.
• All tickets insured for up to £250.
• Special rate of only £6 per address.
Just order by 15.00 and we will publish your Special Delivery tracking number in your Order status within the hour to track the status of your delivery, via Royal Mail's own dedicated Track & Trace service at www.royalmail.com/portal/rm/track

Where in the UK do Royal Mail deliver?

Royal Mail deliver most items the next working day by 13.00 on Mondays to Fridays (except public and bank holidays). They sometimes deliver on Saturdays if the item arrives at the local delivery office that day, but we can't guarantee delivery.

We deliver by 17.30 the next working day in the following postcode areas:

Mainland

AB30-56 Aberdeen
IV21-28, 40, 52, 54 Inverness
KW1-14 Orkney
PA28-38 Argyll
PH15, 17-26 Perthshire
PH31-40 Perthshire
PH49 Ballachulish
PH50 Kinlochleven
Islands
HS1 Stornoway (Lewis)
HS3 Harris
HS4 Scalpay
HS5 Leverburgh
HS6 N Uist
HS7 Benbecula
HS8 S Uist
HS9 Castlebay (Barra)
IV41-51, 55-56 Skye
KA27 Arran
KA28 Cumbrae
PA41 Gigha
PA42-49 Islay
PA60 Jura
PA77 Tiree
KW15 Kirkwall Town
KW16 Stromness Town only
GY9 Alderney (Channel Islands)
ZE1 Lerwick (Shetlands)
HS3 Harris

We deliver within two working days by 17.30 to the following islands:

GY1 Herm only (Channel Islands)
GY9 Sark (Channel Islands)
HS2 Lewis
PA61 Colonsay
PA62-75 Mull
PA78 Coll
ZE2-3 Shetlands

We deliver within three working days by 17.30 to the following islands:

KW16-17 Orkney
PH30 Corrour
PH41 Mallaig
PH42 Eigg & Kuck
PH43-44 Rhum & Canna

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What delivery methods do you offer for Season Tickets?

We currently offer two methods of delivery for Season Tickets.  We can send tickets by First Class post free of charge or by Special Delivery which will arrive the day after the ticket is issued, for a £5.00 fee.

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What do I do if I have lost the ticket that I printed myself - e-ticket?

If you misplace the printed copy of your e-ticket, the best thing to do is to go to My account and print another copy. Visit My account.

Remember you will need to bring an accepted form of identification with you when travelling.

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What options are available to receive my tickets purchased on the mobile site?

The options are:

Self-service ticket machine (No fee): tickets will be ready for collection two hours after ordering.

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What should I do if I have not received my booking confirmation?

Within two hours of making a booking you should receive a confirmation e-mail. If you haven't received this e-mail and you were signed in when making the booking, then please first check that the e-mail address we have stored is correct by signing into My account and clicking on Update personal details.

Recently, there has been a large increase in SPAM/Junk mail which has made some e-mail service providers to put tighter controls on their SPAM filters. We occasionally receive notification that genuine e-mails we have sent to our customers have been incorrectly blocked in this way.

To ensure that you are able to receive all e-mails we send, please make sure that our address noreply@crosscountry.trainsfares.co.uk is listed as a safe sender and not in a blocked mail list.

Confirmations are not essential for travel as the same booking information can be found online by signing into My account and clicking on Order status and refund applications.

Note that you would need to have been signed in when making the booking for these details to be stored against your account. If you have made your booking without signing in, then you will need to contact the call centre on 0844 811 0124.

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What should I do if I have not received my tickets?

Please allow sufficient time for your ticket to be delivered. We recommend:

  • Allow up to seven working days from the date of purchase for International post
  • Allow five working days from the date of purchase for First class post.
  • Allow 48 hours from the time of purchase for Next day delivery.
    Wait until 17.00 for same day delivery.

    If your tickets are still not delivered then please call our customer support team on 0844 811 0124 (7 days a week, 08.00 to 22.00)

    For more details about your booking, delivery address and personal details please visit the My account section of our website.

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What should I do if there is a problem collecting my tickets from a Self-service ticket machine?

As part of the agreement to provide Self-service tickets the station is responsible to assist with the collection if a customer is unable to collect their tickets from a machine.

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What ticket delivery options are available?

You can choose from a number of delivery options, these are:

E-ticket (No fee): on selected routes we are now offering you the option to print your own tickets.

Self service ticket machine (£1 when e-ticket is available, otherwise no fee): will be ready for collection two hours after ordering.

First class post (£1): tickets ordered before 15.00 will be dispatched the same day.  To ensure you receive your ticket in time we only offer post as an option where travel is at least seven days after the booking date.

Next day delivery (£6): tickets ordered before 15.00 will be delivered by 13.00 the next working day. (Monday to Friday excluding Bank Holidays). Orders placed on Saturday or Sunday are fulfilled on Monday and delivered on Tuesday.

International Delivery (£7.50): Tickets ordered before 3pm will be dispatched the same day. Please allow 7 working days from the date your place your train ticket order for your tickets to be delivered.

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Where can I find my ticket collection reference?

When you buy tickets online that are to be collected from a Self-service ticket machine you will be given a ticket reference which you need when collecting your tickets. This reference is displayed:

·         in the booking confirmation e-mail we send you.
·         by logging into My account and clicking on 'Order status and refund applications'

Note: The credit/debit card used to make the booking is required when collecting the ticket at the station.

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Why is my UK address not recognised?

Your postcode may not be registered with the Royal Mail address database. To search or register your address please go to the postcode finder application on the Royal Mail web site. To make a train booking your address will need to be manually updated on our system. This can be done by e-mailing your address to our web support team using the Contact us tab above, or by calling 0844 811 0124.

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How do I buy a ticket using my card but for someone else to travel?

If the ticket will be delivered by post:

If the ticket is to be delivered by post there are no important considerations when buying a ticket for someone else.

The name of the person who purchased the ticket is not printed on the ticket so anyone can use it and the delivery address can be different from the billing address so tickets can be posted direct to the traveller.

If the ticket will be collected at a self-service ticket machine:

To be able to collect the ticket from a self-service ticket machine the payment card used to make the booking is required. You should only select the collection option if you intend to pick up the tickets on behalf of the traveller, or if you provide them with the payment card used to buy the ticket. Without the payment card the ticket cannot be collected and a new ticket will need to be bought.

If the ticket will be printed at home:

In order to use a print at home ticket, the traveller's name must be entered into the ""Traveller Details"" section on the website when buying the ticket. The traveller must carry the printed ticket and the form of identification chosen at the time of purchase.

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International Post - what is the delivery timescale?  

From the date that you place your train ticket order, please allow7 working daysfor your tickets to be delivered.

For updates on disruptions around the world that may affect the delivery of your tickets, please visit the Royal Mail's International Incident Bulletin.

If your tickets have not been received after 7 working days and there are no known issue for delivery, please contact us on (+44)3712442389.

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