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Going: Today Leaving 18:00
Return: Today Leaving 20:00
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SMS feedback

Tell us what you think from on-board your train

If you have feedback for CrossCountry when you are on the move, why not try our SMS feedback service?

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 Please give me highest compliments to David- Service Manager that helped me personally with directions 7.50 DRL-BHM 27.08.15

That's great to hear about our member of staff David, we'll be sure to pass this on to him and his manager.
Date Added: 28/08/2015 16:07:09

XC I'm on the 10:59 from Doncaster and I'm appalled by how packed and over crowded this train is and how rude and unhelpful the staff have been.

Sorry to hear of the crowding on board your train today, Fridays can be one of our busiest times and we are using all the coaches we have available across our network. If you wish to raise a complaint about a member of our staff please email customer.relations@crosscountrytrains.co.uk with full details and they will be able to look into this.
Date Added: 28/08/2015 12:12:51

XC I'm on the 08:07 from Manchester on my way to Birmingham for a meeting. Having lived and worked overseas I'm often disappointed with comparatively miserable customer service in the UK. The team on this train though are excellent - professional but friendly and all doing their jobs very well. Good customer service should be recognised and encouraged, as often people only comment when service is poor, so that's why I'm texting now, keep it up!

Thank you for letting us know about our staff on board the 08:07 service from Manchester Piccadilly to Birmingham New St, we're always thrilled to hear comments such as yours and will ensure they are passed on to the staff members concerned.
Date Added: 26/08/2015 09:04:30

XC 18:18 from Leicester to Stansted cancelled at last minute. But not before changing platform (to 4) for mostly Leicester City fans to go next to the Spurs fans (platform 3). Well done. Lucky you didn't cause a major incident. Now have to wait an hour for the next train. Will be claiming ticket fare back and compensation. Thanks for ruining the rest of my evening. Fingers crossed for the 19:18.

Sorry for the cancellation of our 18:18 Leicester - Stansted Airport service, unfortunately this was due to an unavailable member of train crew. In regards to the short notice platform change unfortunately in most cases these will be unavoidable; we do however appreciate the inconvenience they can cause. You'd be entitled to compensation for the delay incurred, further details here: crosscountrytrains.co.uk/customer-service/contact-
Date Added: 22/08/2015 18:44:39

XC Prebooked for family of 4 Birmingham to Southampton, 4 cars already full when it pulled into brm, aisles full of people pushing past each other - more cars required, you know how many tickets you're selling hence no of passengers travelling. Not good at all

Sorry to hear of the crowding your family experienced recently when travelling with us. While we would love to strengthen our trains when services prove busy as we are using all the coaches we've available this often isn't possible. As many of our customers hold flexible tickets and don't book to travel on a specific train we aren't able to predict the exact number of people who will be on a certain service.
Date Added: 22/08/2015 12:41:18

XC just left train at Derby. Came from brum new St. Conductor Vaughan sorted me out when I discovered I was on wrong train. Give this man a promotion?=?M Leicester Mark

Glad to hear Vaughan was able to help you on your recent journey, we'll be sure to pass your comments on to him.
Date Added: 20/08/2015 16:54:14

XC 1st class host on the 1125 cov to rdg fantastic service. He is a credit to your company!!

Thanks for letting us know, we'll be sure to pass your kind comments on to him.
Date Added: 19/08/2015 12:33:15

XC as normal overcrowded, no seats, aisles lined with people £107 roll on bham & Virgin train!

Sorry you were unable to sit down on your recent journey with us due to crowding on board. We appreciate that such journeys are far from ideal, we are using all the coaches we have available.
Date Added: 15/08/2015 10:48:32

XC Can we please have train length, legroom and service standards matching those of Chiltern, please? Voyagers inadequate for long distance.

At present there aren't any plans for us to operate different rolling stock on our routes, we have however forwarded your comments on to our Fleet team for consideration.
Date Added: 11/08/2015 16:37:59

XC 1645 Reading to Newcastle air conditioning not working. It's humid outside and much worse inside. As DB are your parent company, can we please have continental style trains where the windows can be opened when this happens, or at least emergency vents?

Apologies that your journey was an uncomfortable one due to the air conditioning not working. At present there are no plans to put in place a new air conditioning system on our trains, however when faults occur we will attempt to rectify these as soon as possible. We have logged your comments regarding your journey on the 16:45 Reading to Newcastle service.
Date Added: 11/08/2015 16:37:15

XC disappointed. Booked 1st class on a 10:01 cam- birmighan ns. No ticket checked, thereby people kept coming in and occupied seats. What's the point of paying more for a little comfort then.

Sorry to hear that no ticket checks were carried out when you travelled with us. Checking tickets is one of the many duties we expect our Conductors to carry out, however in some cases staff may be dealing with other issues on board which may prevent this. We will however log your comments regarding the lack of ticket checks on your train.
Date Added: 10/08/2015 11:09:31

XC please pass on. The train guard "Andy" on the 18:25 service from Plymouth to Birmingham New St (21:44) is fantastic! Amazingly chirpy and funny!! We should all be more like him. Helpful to the extreme. Well employed!

Great to hear about our Train Manager Andy, we'll be sure to pass your comments on to him.
Date Added: 09/08/2015 20:50:45

XC caught the late running 2:30 from Bristol. Couldn't find a seat as all reserved and lots of people standing too. Spoke to two members of staff neither could advise me what carriages had unreserved seats. Am standing to Birmingham by the looks of it. Also n aircon and is very hot in carriages. Not happy really. Didn't have to stand this morning when I travelled from coventry to swindon or from swindon to Bristol.

Sorry to hear of the conditions you experienced on our train, Fridays can prove to be one of our busiest days. For those services we allow reservations to be made on the day via our text reservation system (crosscountrytrains.co.uk/travel-tools/ten-minute-reservations). Our trains are equipped with air conditioning though if the train is crowded this can hamper the effectiveness of the air con. We have made a log of your comments regarding that service.
Date Added: 07/08/2015 15:19:00

XC James on train due into Bournemouth at 23.21....excellent customer service . ..handled a rude man was outstanding. . Give him an award or a pay rise...or both

That's great to hear about our member of staff, we'll be sure to forward your comments on to James and his manager.
Date Added: 06/08/2015 21:36:38

XC No refreshments at all on the 2030 from BRI to BHM? Did I pay less for my ticket than those travelling an hour earlier? Consistent pricing but inconsistent service!

Sorry you were unaware that the 20:30 from Bristol Temple Meads was not scheduled to operate with catering. Information regarding catering on our trains can be found on our website crosscountrytrains.co.uk/customer-service/food-and-drink & is also published in our timetables. Ultimately on-board catering is not included in the cost of your ticket.
Date Added: 06/08/2015 20:49:46

XC Travelled Edinburgh to York Saturday 1Aug. Super hot and uncomfortable. Staff said problem is only AC is at one end of train. XC need new system!

Apologies you found the temperature uncomfortable in the coach you travelled in on your journey with us on 1ST August. Without knowing the scheduled departure time of the service you were on regrettably we aren’t able to look into this issue any further. Should you require a further response on this matter please contact our Customer Relations team crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-procedure
Date Added: 05/08/2015 15:52:42

XC Appalling internet on the EDI to Bristol (arr 2238) wasted £20 and have more connection on phone. Even parked in station, full 4G on phone but can't open a text email.

Sorry to hear of the problems you experienced with the WiFi when you travelled with us. For any WiFi issues we’d recommend speaking to WiFi Support on 0330 088 1270 or contacting them via email at crosscountrywifisupport@nomadrail.com
Date Added: 03/08/2015 19:28:57

XC Lesley on the 17:39 from Oxford today offered brilliant service keeping us all going throughout!

That's great to hear! We'll be sure to pass your comments on to the staff member and their manager.
Date Added: 31/07/2015 22:15:51

XC 1540 Service from BristolParkWay to Edin. Coffee/drink stains on the walls, carpets not cleaned for ages (coachF). Sad.

Apologies that the cleanliness of the coach you traveled in was not up to our usual standards. We have passed on your feedback to our Fleet and Cleaning teams.
Date Added: 28/07/2015 15:51:25

XC recently travelled to wolverhampton had the best time of my life on first class now returning to taunton there's a man called chaz he didn't really offer me a drink I think he was afraid to approach me because I'm a younger person to all the others in the carriage dehydrated and starving all throughout the journey sorry cross country but a no like from me!

Sorry to hear that your experience in First Class on your return journey didn’t match that of your outward journey. If you wish to raise a staff complaint please email customer.relations@crosscountrytrains.co.uk so that this can be investigated.
Date Added: 25/07/2015 14:59:40

 
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