Is there a particular station you want to avoid or travel via?
Railcards must be carried on the journey with your tickets
You have chosen a flexible search. You can add your travel preferences as part of the booking process.
Our network - stretching from Aberdeen to Penzance, Bournemouth
to Manchester and Stansted Airport to Cardiff - covers over 1,400
miles and serves over 100 stations. You can travel with us to reach
most parts of the country, and if there's not a direct train you
can get to many places by making just one change.
Welcome to CrossCountry. We want you to enjoy travelling with
us, from the moment you start to plan your journey to the time you
reach your destination. Our Passenger's Charter sets out our
commitments to you so that you can judge us against our promises.
We have tried to make our Charter clear and easy to read but
because it is a formal commitment from us to you, we will use some
We will review our Charter annually in consultation with
Transport Focus, the independent national rail
When travelling with us you should expect and enjoy the
This Passenger's Charter sets out:
As part of our opportunity to judge how we are performing
against our standards, we may ask you to take part in one of our
customer service surveys. We would very much like to hear your
views; whether you have had a good experience travelling with us or
not. It is important for us to find out what is important to you
and how you feel about the services we offer. Our teams review
these surveys along with the information we collect ourselves, and
this helps us continually improve the service we offer you.
You should feel welcome when travelling with us, and we realise
that our staff have the opportunity to make a very positive
difference to your journey. You should expect our staff to be
smartly dressed, wearing a name badge, and ready to respond to you
in a friendly and professional way. All the members of our team
take part in our customer service training programmes so that they
can confidently and safely deal with a range of situations and
circumstances, making sure your journey with us is as relaxed as
possible. Our train crews have been specially chosen and trained to
help you and will make every effort to sort out any problems you
might experience during your journey with us.
We will continue to develop new service improvements, so please
let us know if you have any ideas about how we could make your
service better. We will also work with our partners who run the
stations, to find ways of improving access to stations, information
and facilities such as seating and lighting. If you have any
suggestions about stations, do contact us.
We will give you unbiased travel information about journeys
across the National Rail network, whether you are travelling with
us or with other train companies. You can get train times and fares
information in a number of different ways:
Details can be found in the Useful Contacts section at the end
of this Passenger's Charter.
You can create your own timetable at crosscountrytrains.co.uk
and get the times you need in a handy, easy to use format. Simply
enter your journey details and we'll send you back your timetable -
by e-mail or to download - which can include connections and other
operator's services. We also publish a number of timetables free of
charge, which you can get from staffed stations across our network.
In addition, we also offer a dedicated smartphone app, which is
available free of charge and for the vast majority of handsets. For
details of how to get it on your phone, visit
During times of severe weather, the railway will usually
continue to run, but we may have to amend our timetables to take
account of the weather conditions. Our trains run across an
extensive network and can experience very different weather
conditions during their journeys. We have planned emergency
timetables for when this happens, and will let you know as soon as
possible if we need to put them in place.
Track improvement work
Our network is heavily used by both passenger and freight
trains, and Network Rail is constantly maintaining and repairing
railway tracks, signalling and stations. At times, this work may
mean that we have to alter our timetables or provide road transport
to replace the train services. We may also offer taxis in some
circumstances. We plan most of this work well beforehand, and we
will try to warn you when you book your ticket. We will ensure that
any disruption to your journey is kept to a minimum.
Where track improvement work is planned on lines used by our
trains, we will display posters at staffed stations at which we
call to tell you about changes to train times. These posters will
give details of any longer journey times and rail replacement road
transport. We will try to give at least 28 days notice of any
planned changes to train times and as much notice as possible of
any track improvement work. All this information will also be made
available at crosscountrytrains.co.uk. The National Rail Enquiries
website (nationalrail.co.uk) and telephone line 03457 48 49 50
(textphone 08456 050 600) will also be able to give details of any
planned track improvement work, including changes to train times
and rail replacement road transport, normally 12 weeks
If Network Rail needs to carry out any emergency engineering
work, we may not be able to give very much notice of alterations to
services but we will display information as soon as possible on our
website, and ensure that it appears on the station information
screens where our trains call, and other media where available.
You can now buy your PlusBus tickets with your train tickets at
crosscountrytrains.co.uk. PlusBus is a discount-price ticket for
unlimited bus travel in many towns and cities acrossGreat
Britainthat you buy with your train ticket. Bus travel can be at
the start, the finish, or both ends of your train journey. Visit
plusbus.info for more information.
You must hold a valid ticket before you travel. If you board one
of our trains without a ticket you will be charged the full single
fare or full return fare unless the ticket office at the station
where you boarded the train is closed or there is no working ticket
machine available (in which case you must buy one from our on board
There are a number of different types of ticket and journey
costs to fit different travel times and patterns. There will, from
time to time, be special promotional fares on offer. Normally for
longer-distance journeys, buying your ticket well beforehand and
being able to say which trains you want to travel on can greatly
reduce the fare you pay.
You can get information and buy your ticket in a number of
different ways. These are set out below.
You can buy a ticket at crosscountrytrains.co.uk for any train
company in Great Britain. The booking process will help you choose
the ticket which best suits your needs, allowing you to easily
compare prices and ticket options. For certain services you can
print your ticket at home - this is an e-ticket, When booking a
CrossCountry Advance fare through our website you can select
exactly which seat you want to reserve from a plan of the train
You can buy tickets for any train company through our smartphone
app. If you buy a CrossCountry Advance ticket, you can have this
sent direct to your phone as an m-ticket. Alternatively, you can
buy your tickets through the app and collect them from the
self-service ticket machine at the station.
You can buy a ticket for any train company through our booking
line 0844 811 0124. During the booking process, your advisor will
help you choose the best ticket that suits your needs. You can
arrange for tickets to be posted to you or you can collect the
tickets from certain stations on the day you travel. If you choose
to have your tickets posted to you, we will send you your ticket by
First Class post, but please allow five working days from the date
you order (you can also pay by cheque and National Rail Travel
Vouchers, but please allow up to three weeks from the date you
You can buy tickets at most stations, either at the ticket
office where the station has ticket staff, or from self-service
ticket machines. The times that ticket offices are open are clearly
displayed at the station, and are also listed on the station
facilities pages of our website. Station posters will also give
information about how to buy a ticket outside those hours. We do
not operate the ticket offices at stations at which our trains
call. The times of peak demand will be displayed at the station -
please be patient if you go to the station at these busiest times
as you may have to queue a bit longer. You should be served within
five minutes at peak times and three minutes at off-peak times.
Ticket offices accept cash, cheques (supported by a valid cheque
card), most credit and debit cards and National Rail Travel
Self-service ticket machines at many principal stations also
sell a wide range of tickets for CrossCountry journeys and other
train services. These machines often accept credit and debit cards
as well as cash.
Although we don't run the stations, we will work closely with
each station operator to make sure the service you receive meets
our standards. We also know that many of our customers depend on
connecting services to and from the CrossCountry network. When you
change trains, we will give station operators at the interchange
standards to follow to ensure these connections are supported as
effectively as possible.
If you are not satisfied with the service provided at a station,
you should first contact the station operator or refer to the
relevant Passenger's Charter (details of station operators can be
found by contacting National Rail Enquiries). But always let us
know, too, if any part of your journey with us did not meet your
expectations. Even if it is a matter about a station, we will
follow it up.
Rail Conditions of Carriageset out the legal contract that you
have with the Train Companies when you buy a ticket and travel with
us. You can get a copy of the conditions free of charge at all
staffed stations or from our Customer Relations Team. Details of
the conditions are also on the National Rail website.
Many of our tickets already include seat reservations on
specified trains. Even if you buy your ticket through another
operator, you can ask them to reserve you a seat free of charge
when travelling with us. If for some reason we cannot honour your
reservation please ask a member of the on-board team for help. Our
staff will try their best to find you a seat.
If you are still without a seat after 20 minutes a member of the
on-board team will be happy to endorse your ticket if you ask. You
may send your endorsed ticket in to our Customer Relations Team who
will give you National Rail Vouchers to the value of at least 5% of
the price for that journey in recognition of our inability to
honour your seat reservation.
If you are travelling with a bike and we cannot honour your
reservation we ask that you speak to a member of the on-board team
or station staff so your ticket can be endorsed.
If your journey was delayed as a result and you send your ticket
to our Customer Relations Team we will offer recompense against the
price of your rail ticket under our Delay Repay scheme.
If you are travelling in a group of 10 or more people we ask
that you contact our Group Travel team on 0371 244 2388. You
can also complete an online form at crosscountrytrains.co.uk and
we'll e-mail or call you back to discuss your requirements. The
Group Travel team is best placed to meet the needs of your booking,
and will make sure you get the best deal for your journey.
We want travelling with us to be easy and enjoyable for all our
customers and we can arrange extra help if you need it throughout
your journey. By contacting us ahead of time we can, where
possible, arrange for a member of staff to meet and help you at
staffed stations and on the train, not just when travelling with us
but across the wider rail network as well. Our JourneyCare
reservation team will give you advice on the facilities available
at stations and on our trains. If you need help getting on and off
the train, we will make arrangements for you to be met at the
station you start from, the station you leave the railway at, and
with any changes your journey involves.
To ensure that the best possible assistance is provided we
recommend that you give a minimum of 24 hours notice. Our
JourneyCare service allows reservations to be made through the
railway's Assisted Passenger Reservation Service. We strongly
recommend that reservations are made - even if you can't give 24
hours notice. There will however be occasions where this may not be
possible. In these circumstances, we will do everything possible to
provide the appropriate accommodation and all necessary assistance.
If you have not pre-arranged your journey please advise the station
staff at your departure station or a member of the on-board team,
who will endeavour to arrange help for you. Priority will however
be given to passengers who have booked assistance and seats or
wheelchair spaces in advance.
There are a number of ways to contact us so we can help you plan
We also publish an extensive Disabled People's Protection Policy
(DPPP) which sets out the full range of services you can expect
from us. This includes the option to buy your ticket on the train
without facing any extra charges or penalties, if, due to your
disability, you are unable to buy your ticket at the station. If
you hold a valid Disabled Persons Railcard you can purchase the
full range of discounted tickets on board the train.
You can look at the DPPP on our website or get a copy by
calling 0344 811 0125 (textphone 0344 811 0126) or by
contacting our Customer Relations Team. We can also provide
timetables and other information, including this Charter, in other
formats such as in large print and on audiotape.
We know that many people who are not disabled sometimes need
help. If you need help or advice for any reason, get in touch with
us on the numbers above. We can help you if you are older or
travelling with young children, or feel that travelling by train
for whatever reason may be difficult. We want you to travel with us
and we will always try to help where we can.
You will receive a warm welcome on our trains, and we expect you
to find them in a safe and clean condition. We know that all our
customers have their own particular needs when they are on the
train or changing trains at stations and we offer assistance to
make your journey as easy as possible.
We offer an at-seat service of food and drink on most of our
services. If we are not able to provide the expected catering
service, we will endeavour to let you know before you board the
train so that you can make other arrangements. To find out which
trains have catering on-board visit our website -
We have a Quiet Coach on our High Speed Trains which operate
selected services between the South West, the North East and
Scotland. For these services, you can reserve a seat in the Quiet
Coach when you buy your ticket at crosscountrytrains.co.uk. On
all other services we ask that you show consideration to others,
especially when using mobile phones and other electronic
By law, smoking is not allowed on any part of our trains, or at
stations, including station entrances and exits.
We recognise that many people use a bike to get to the station.
We encourage the operators of all the stations we call at to
provide secure bike parking. We also welcome passengers who want to
take bikes on the train, but space for bikes is limited so we
strongly advise you plan ahead and reserve your bike space. You can
do this by calling 0844 811 0124. On all services there is
reservable space for two bikes. Unreserved bikes will be accepted
on a first come, first served basis and subject to space being
available for them to be carried safely and securely. Our staff can
refuse to allow bikes on the train if there is insufficient
Unfortunately, owing to their size and lack of manoeuvrability
we are unable to carry tandems or Rann trailers on board our
trains. For more information about taking your bike on one of
trains visit crosscountrytrains.co.uk or call our Customer
We do not expect that problems will arise while you are
travelling with us, but we realise that, from time to time, things
will go wrong. We promise that we will treat you with respect and
extra care at these times.
All our staff are given training to cover situations when things
go wrong, so we can quickly make decisions and let you know what is
happening. We will also consult our station suppliers concerning
training for their staff who give service on our behalf. You will
appreciate that not all situations are the same but we do have
emergency plans to put in place to limit the effects of any problem
that arises during your journey with us.
We appreciate that a delay to your train is always frustrating,
whether you are waiting at a station or already on board. Our staff
are trained to identify and sort out any problems you experience as
a result of a delay to your train. We will always do our best to
let you know about any delays as they arise before you board the
Even when delayed, the train will usually be the quickest way to
get you to your destination. If, however, your train is cancelled
and the next train doesn't leave for more than two hours, we will
provide other transport. Normally this transport will take you to
the nearest available station where you can continue your journey.
Either we or the station operator may choose to provide other
transport to your destination. A number of our trains travel long
distances and if it is not possible to get you to a destination
which you have bought a ticket for by train (or by other
transport), we will offer overnight accommodation.
If you have a flight to catch from an airport near to a station
served by CrossCountry trains, we will normally only consider
providing alternative transport if you planned your rail journey to
arrive at the airport station at least two hours before your
scheduled check in time. If you're catching a ferry or
cruise liner, we advise you to plan your journey to aim to get to
the relevant terminal two hours before your scheduled check in
We will give you full information about the delay to your
journey, whether you are at a station or on one of our trains. Our
on-board team will help you plan the rest of your journey. Where
possible, we will also pass on information to the people meeting
you at your destination. If it is not possible to get you to your
destination, either by train or other transport, we will get you
back to your starting station and make special arrangements if you
You might be entitled to a refund if you bought a ticket and did
not use it. We sell some reduced price tickets on the understanding
that refunds are not available, but we will remind you of this when
you buy the ticket.
Please remember that if you have a Season ticket and you are not
able to travel for more than four weeks because of certified
sickness (an illness for which you have a doctor's certificate for
example), you may apply for a refund of part of the ticket you have
not used. We may ask you for evidence to support your claim.
If your journey was delayed by 30 minutes or more, irrespective
of the cause, you will be entitled to claim compensation under our
Delay Repay scheme. We will offer our customers:
In the case of Season tickets, Delay Repay compensation is
calculated based on the proportional single ticket price paid for
that journey. For example, the daily proportional cost of a seven
day ticket is calculated based on an assumption that ten single
journeys are made per working week (five return journeys).
Season ticket type
Vaule of each single journey
*Individual season ticket compensation calculations may
differ, depending on the ticket validity.
Should a period of sustained poor performance be experienced, we
will consider compensating Season ticket holders over and above the
arrangements outlined above. In doing so, we will consult
Transport Focus, the independent national rail
Postage-paid Delay Repay claim forms are available from ticket
offices at stations on our network and on our trains. When trains
are seriously disrupted, we will make forms more widely available
where possible. You can also print a Delay Repay form from our
website. You can post that form to us and we will issue the
compensation right away. If you are not able to collect a Delay
Repay claim form, you may also claim by writing to our Customer
Relations Team, giving details of your journey and the delay. In
all cases, please make your claim within 28 days of the date of the
delay. The full contact details are shown in the Useful Contacts
section at the end of this leaflet.
We do not normally accept claims for compensation if trains are
delayed or cancelled and you were aware of the delay before you
bought your ticket.
In the event that we introduce an emergency timetable,
compensation will be based on the emergency timetable.
So that we can process your application and get your
compensation back to you, please make sure that you let us
We will pay your compensation in National Rail Travel Vouchers,
so that you can spend them on any rail journey - it does not have
to be a journey on our trains.
Many of the stations we serve have automatic ticket gates. These
gates are supervised during their hours of operation. If you need
to retain your ticket on completion of your journey, instead of
using the gates please show your ticket to a member of staff.
We hope you will have enjoyed your journey with us and we look
forward to seeing you again. If you have noticed any exceptional
service offered by a member of our staff, we would be delighted to
pass on your thanks to the person concerned. If you have any
comments, ideas or complaints about any of our facilities or
services, we would also like to hear from you. To make it easy for
you to make your comments and compliments, we have a pre-printed
Freepost form which you can get from stations we stop at or on our
trains. Or, you can send in your comments through
You can contact our Customer Relations Team by telephone, by
e-mail, through our website, or in writing - the full details are
shown in the Useful Contacts section at the end of this Passenger's
Charter. We will always aim to send you a full reply within ten
working days. If we cannot give you our full response within this
time, we will send you an acknowledgement and let you know when you
should expect to hear more from us.
If you are delayed on the services of another operator and you
write to us, we will ensure your letter gets sent to the right
people and let you know to whom we forwarded it.
We will always try to deal with your comments and concerns in a
fair and reasonable way in line with the National Rail Conditions
of Carriage and our Passenger's Charter. However, if you are not
happy with our response, you can contact Transport
Focus, who may be able to help. Transport
Focus is the independent consumer watchdog, set up by
Parliament to protect and promote passengers' interests. The full
contact details for Transport Focus are shown in
the Useful Contacts section.
Working with Network Rail, we continually aim to make our train
services more reliable and run on time. We monitor all our services
every day, including Sundays and Bank Holidays, to check that we
are achieving this aim.
The standard measure used throughout the rail industry inGreat
Britainis known as the Public Performance Measure (PPM). We have
adopted this as our principal tool to report our performance to
you. PPM is a combined measure of how many trains timetabled to
operate have run throughout the entire route and calling points and
how many have arrived at their final destination within ten minutes
of their advertised time.
Our aim is to steadily improve our performance against this
measure during the life of the franchise and have set a target of
88.7% to be achieved by the end of it. This represents a
significant improvement on the levels of performance achieved on
the routes which came together to form CrossCountry.
You will find our current performance measurements on our
website and on posters at principal stations across the
Telephone: 03457 48 49 50 (24 hours. Calls are charged at
local rates and may be recorded)
Textphone: 08456 050 600
You can buy a ticket from your local station, the CrossCountry
website or just give us a call.
Telesales: 0844 811 0124
How we look after you if you need extra help.
Telephone: 0344 811 0125
Textphone: 0344 811 0126
Telephone: 03447 369123
Website: crosscountrytrains.co.uk (go to the 'Contact us'
Post: Customer Relations Manager
5th Floor Cannon House
18 The Priory Queensway
Telephone: 03447 369 123
Textphone: 0121 200 6420
Fax: 0121 200 6005
A copy of our Complaints Handling Procedure can be obtained from
crosscountrytrains.co.uk or by contacting our Customer Relations
If you have a complaint and are not satisfied with the response
you receive, you can ask to hear directly from one of our Managers.
If the issue is subsequently not resolved to your satisfaction, you
can contact Transport Focus by:
Telephone: 0300 123 2350
Post: Transport Focus
PO Box 5594
Southend on Sea
Textphone: 0845 850 1354
Fax: 0845 850 1392
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