From yesterday, Sunday 20 September, CrossCountry customers whose train is cancelled are now able to travel on other train operators'* services at no additional cost, helping them continue their journey more easily during disruption.
The expansion of the cross-operator ticket acceptance scheme means customers with a valid ticket for a train service which is cancelled at short notice will be able to travel on another participating operator's train departing within two hours before or after their original cancelled service, using a direct or reasonable alternative route.
Customers will simply need to show their original ticket to customer support staff on their alternative service as proof of purchase. There is no requirement to download or buy a new ticket.
Mark Anderson, CrossCountry’s Customer & Commercial Director, said: “Though we work hard as an industry to keep cancellations to a minimum, when they do happen, we want customers to get on their way as smoothly as possible.
“Expanding cross-operator ticket acceptance will help customers of all train operators get to where they need to be, without the hassle or cost of buying a new ticket. We're pleased to be joining the scheme and supporting a simpler, more customer-focused railway.”
The refreshed policy will make it easier for customers to complete journeys when disruption occurs, reducing the need for separate ticket acceptance arrangements to be put in place following cancellations.
Rail Minister Lord Hendy said: "This is a simple, common-sense change that puts passengers first. No one should be left stranded because of a fragmented railway when their journey is disrupted.
"From this weekend, if your train is cancelled, you can get on another operator's service and carry on your journey without paying again. We're fixing the railway from the ground up, making it simpler, fairer and easier to use, as we move towards Great British Railways and put public service back at the heart of our railways."
Alex Robertson, Chief Executive of Transport Focus, said: "When passengers are delayed, they just want to get where they need to be, not worry about whether their ticket will be accepted on another train.
"This is a welcome change that we have long called for and should make it easier for people when services are cancelled.
"The key now is making sure passengers get clear information about their options whenever disruption occurs."
Customers can find full details about CrossCountry's participation in the scheme at: crosscountrytrains.co.uk/cross-operator-ticket-acceptance
Contact Information
CrossCountry Press Office
[email protected]About CrossCountry
CrossCountry is a long-distance passenger train operator, with a network stretching from Aberdeen to Penzance and from Stansted to Cardiff and calling at over 100 stations. Based in Birmingham, CrossCountry connects seven of Britain’s 10 largest cities and delivers 240 services every weekday, equating to over 42 million passenger journeys each year.
For further information on CrossCountry services, visit crosscountrytrains.co.uk or visit one of our social media platforms via X @crosscountryuk or Facebook at facebook.com/crosscountrytrains
Customers travelling with CrossCountry this weekend are being urged to plan ahead and check before travelling, as planned engineering work across the rail network will significantly impact journeys between Saturday 29 and Monday 31 August.
Long-distance train operator CrossCountry will run a full train service on Monday after a power outage affecting its control centre resulted in major disruption across the network on Sunday 23 August.
Long-distance train operator CrossCountry is urging customers to check before travelling on Sunday 23 August after a power outage affecting its control centre resulted in major disruption across the network.
