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How it works

  • Text XC followed by a short message, with maximum 160 characters, to 88008.
  • All feedback will be monitored by the CrossCountry team and we will be publishing our response to a range of comments on this page.
  • SMS feedback messages will be charged at normal network rates.
  • Don't forget, if you have a particular enquiry that needs a personal reply, use the Contact Us page.

SMS feedback messages will be charged at normal network rates.


Latest feedback:

XC. Appalling treatment on 16:19 from Tamworth to Sheffield this evening. Recovering from foot operation and having to stand all the way in the vestibule, as the train was 3 carriages short. No staff to help. Now in agony.

Hi. Thank you for contacting us on 22nd July 2015. We're sorry to hear of your journey experience between Tamworth and Sheffield. Should you wish for us to look into this in more detail for you, please contact our Customer Relations team on 0344 736 9123 and one of our team will be happy to look into this further for you.
Date Added: 22/07/2015 17:05:26

XC lovely lady serving in first class on the train from taunton to Manchester pica dilly 21-7-15 my first time in first class and she made such an impact such a good member of your team

Hi. Thank you for getting in touch with us on July 21st. We appreciate your kind comments about our on board staff members. We're glad to hear that she provided excellent service to you.
Date Added: 21/07/2015 13:39:32

XC the on-train cleaner on the 14:29 service from Derby yesterday (19/07/15) was very proactive and hardworking. Great to see!

Hi. Thank you for getting in touch with us on July 20th. We're grateful to receive your kind comments and we will ensure that this gets passed on to the relevant staff member. We look forward to seeing you on board again soon.
Date Added: 20/07/2015 15:46:55

XC Just got on 8.10 from Basingstoke to Bournemouth, to be told not hot or cold food available except biscuits. Do I really pay for a first class ticket to be told that!!! Very disappointing that the customer suffers due to your poor supplier management.

Hi. Thank you for getting in touch with us. Sorry to hear of your disappointment on July 20th in regards Catering within First Class. Your comments have been logged and passed onto our catering team. If you wish to speak to us in more detail about this, please contact our Customer Relations team on 0344 736 9123 and we will be happy to look into this further for you.
Date Added: 20/07/2015 08:23:04

XC can't complain of the staff and service from Cardiff to Nottingham, but on both trips the the carpets are absolutelly filthy under the seats.

Sorry you found the carpets unclean on our trains that run between Cardiff Central and Nottingham. The services which operate on that route are undergoing a rolling refurbishment programme which, amongst other things, will improve the standards of cleanliness on board.
Date Added: 15/07/2015 18:20:13

XC LDS-EDI 1805 (12th July) ... POSITIVE : very understanding about my ticket as my previous train was cancelled. NEGATIVE : Train ticket price not the best for 1st class with only complimentary drinks. Too expensive if we have to buy food on top of that.

Sorry to hear of how your earlier train was cancelled and no complimentary food was available on the 18:05 service. At weekends we do have a reduced First Class catering service with items subject to availability, we have logged your comments regarding the ticket cost & lack of food. If you were delayed by at least 30 minutes as a result of the cancellation of the 17:05 service please claim Delay Repay: crosscountrytrains.co.uk/customer-service/contact-us
Date Added: 12/07/2015 19:41:50

XC 1st class serv ice from Josh on the 18.00 from Brockenhurst to Manchester on July 10th

Thank you for letting us know about Josh, we'll be sure to pass your comments on to him and his manager.
Date Added: 11/07/2015 14:30:23

XC 7:30 Coleshill Parkway to B'ham. Left return from Manchester in machine. Staff found it and made effort to return it. Saved me a lot of money. Great people!

Great to hear staff were able to help you out with your ticket problem.
Date Added: 11/07/2015 07:44:45

XC Travelled from Newcastle to Edinburgh which arrived about 2.30. 1st class customer service from train manager, called Angela I believe. Kept me up to date with the another service to Aberdeen so I could connect from Edinburgh.

That's great to hear about Angela, thanks for letting us know. We'll be sure to pass your comments on.
Date Added: 04/07/2015 15:15:16

XC what lovely staff on the 10.35am train from Stockport to Southampton. Couldn't have been more helpful and friendly. Thank you!

Hi. Thanks for your kind comments. We'll ensure that these comments get passed on to the relevant members of staff.
Date Added: 03/07/2015 11:42:27

XC I'm absolutely sick and tired of the awful service from Oxford to Manchester. The train is delayed EVERY day. Why is this service SO POOR?

Sorry you've experienced frequent delays on that route. There can be various causes behind delays, unfortunately the majority of these will be unavoidable. If you raise this with our Customer Relations team and include the details of the train you travel on they'd be able to investigate this further. Contact details are available here: crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-
Date Added: 02/07/2015 17:39:06

XC 15:08 LDS-EDB 1st class. First class trolly service has only been past once in the last hour and a half. So much for snacks and coffee included in the ticket price!

Sorry to hear this, it sounds like the First Class catering was provided by the Retail Service Manager today; on such occasions they will have to serve Standard Class as well. Ultimately the complimentary items are subject to availability, and as they are complimentary do not form part of the First Class ticket cost. We will log the details of your experience for the attention of our Catering team.
Date Added: 02/07/2015 16:29:57

XC Absolutely fuming about the train breakdown of the 11.07 train from Manchester to Bristol TM. Means that I will miss my connecting train to Bath and then miss a good part of my sisters graduation celebration.

Very sorry that your service was terminated early due to a train fault and how this caused you to be late for your sister's graduation ceremony. If this cancellation resulted in a delay of at least 30 minutes please claim Delay Repay crosscountrytrains.co.uk/customer-service/contact-us#delayRepay
Date Added: 01/07/2015 13:24:09

XC thanks to johnathon (train manager) for his excellent service today.ensuring all are ok with the heat!! Top man!!! Well done.gutted you are leaving us now

Great to hear about our Train Manager Johnathon, glad he made sure you were all looked after.
Date Added: 01/07/2015 12:49:44

XC I noted bike racks yet no pram racks, awful journey, no trolley service, mum travelling alone with 2 kids don't travel Cross Country!!

Sorry you’re unhappy that there’s no dedicated area for prams. Space is at a premium on our services, as such we are limited in what we can provide and we request that prams are folded down and placed in one of the storage areas on our trains. In regards to the catering without knowing the service you were on we wouldn't be able to confirm whether the service was scheduled to run with catering or whether this was due to unavailable Catering crew.
Date Added: 28/06/2015 13:41:46

XC worst train company by far. Having to text complaint as internet won't work, one cup of tea and a cheap biscuit in a 2.5 hour journey and 225 1st class return. The cabin is filthy. Rubbish

Apologies you’re unhappy with the standard of First Class on your train. Without knowing the service you’re on we wouldn’t be able to address the problems you’ve experienced. Should you wish to raise a complaint contact details for our Customer Relations team are available here: crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-procedure
Date Added: 26/06/2015 17:22:25

XC. Friday 19th June service from Macclesfield to reading departing 13:49. Train manager Jackie. The most respectful, caring and helpful crosscountry staff member I have encountered. Made everyone's journey a pleasure. Keep up the good work.

Thank you for letting us know about Jackie, we’ll be sure to pass your comments on to her and her superiors.
Date Added: 26/06/2015 00:06:01

XC stuck in a stifling hot overcrowded train from Bham to Winchester - it stinks of fast food. No catering trolley in sight and couldn't get through to look even if I tried to get out of my cramped seat! 194 I paid for this - disgraceful!!!

Sorry to hear of the conditions on board your service, we appreciate such journeys are far from ideal. Depending on the level of crowding on board the train the catering trolley may operate as a stationary service if it’s unable to move through the coaches.
Date Added: 25/06/2015 18:23:23

XC. I had potential ticket problem on 8.27 from Man. to Reading 18th June but the train guard, Glen, was very helpful and pleasant. He sorted no problem. Please pass on a star for him Thanks Alan Bennett

Thanks for letting us know about Glen and we're glad to hear he was able to help out with your ticket problem. We'll ensure your comments are passed on to him.
Date Added: 20/06/2015 13:13:01

XC on train from bristol to wakefield. Trolley service just passed after 3 hrs. Timing awful as people were getting off. Trolley moved to end of carriage to let them passed then left without backtracking. 3:20 too long. Really disappointed.

Sorry there wasn’t any catering available for the majority of your journey. Without knowing the specific service you were on we wouldn't be able to advise as to why the trolley didn't pass through for such a long period of time. This can however sometimes be down to either a Retail Service Manager not being available or if crowding prevents the trolley from going through the train. If you’d like this to be investigated please email full details to customer.relations@crosscountrytrains.co.uk
Date Added: 19/06/2015 17:33:00

 
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