Keeping you safe - latest travel advice

For all tickets purchased with CrossCountry using our website, mobile site or app we would ask you to apply for a refund using your online account.
If for any reason you are unable to self-serve please e-mail our Web Support team on sales.support.crosscountry@trainsfares.co.uk or seasons.crosscountry@trainsfares.co.uk for Season tickets.

Please note, refunds can take up to 5 working days to process once received by our team.

For tickets purchased from our website, mobile site or app (with the exception of Season tickets), we are waiving the usual £10 charge and all refunds are now processed free of charge. From Wednesday 26 August the usual £10 charge will be reinstated to all refunds. Advance train tickets bought before 07:00 on Monday 23 March are eligible for a refund providing they have not been used. Advance train tickets purchased after 07:00 on the 23rd March for travel on the reduced timetable will not be eligible for a refund but normal National Rail Conditions of Travel still apply for any disruption. The normal 28 day application window to apply for a refund, is extended to 56 days after expiry. Please note that from Wednesday 26 August this will return to the normal 28 day application window.

Season Tickets can be refunded at any time but there must be at least seven days remaining on a monthly or longer Season ticket (excluding annual), or at least three days remaining on a weekly Season ticket to obtain a refund. Annual Season ticket refunds are calculated on how much the difference between the amount you paid and the charge for the time the Season ticket was held. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days. This refund can be backdated up to 56 days from when it is submitted to the last date it was used (or to the 17 March 2020, whichever is later) if you were unable to travel due to the government’s guidance about only travelling if your journey was essential during the pandemic. If you were unable to travel due to illness immediately before the government’s guidance was given in March, you can apply for this to be backdated further with evidence of the period you were ill. Please note that from Wednesday 26 August this will return to the normal 28 day application window.

For more information and to see how much you could get back from your Season Ticket, visit the National Rail website and use the Season Ticket Refund Calculator.

If you have a paper ticket and wish to make a refund please contact our Web Support team on the above e-mail addresses only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.

Any Rail Travel Voucher that has an expiry date between 17 March 2020 and 16 September 2020, may be accepted for a maximum of 6 months after the original expiry date e.g. an Rail Travel Voucher that expires on 10 June 2020, may continue to be accepted up to and including 9 December 2020.

At this time, the extension or refund process of existing Railcards is currently under review and guidance will be published in due course.

If you have any other queries that do not relate to an existing booking our Customer Relations team are here to help. To achieve social distancing, and with the challenges of Coronavirus, our Customer Relations telephone lines are now open Monday - Friday 08:00 – 17:00. Passenger Assistance telephone lines will be open Monday - Friday 08:00 - 17:00.

Please remember, you can also use our online contact forms to get in touch at any time - for Customer Relations please use the form here and for Passenger Assistance please use the form here.

The Government’s instructions state that a face covering is a cloth that should “cover your mouth and nose while allowing you to breathe comfortably. It can be as simple as a scarf or bandana that ties behind the head.”

We want people to wear face coverings from when they enter a station all the way through their journey, including exiting the station at the other end. If people are then moving onto the bus, tram or tube, they should avoid taking off their face covering while they interchange to avoid touching their face or mouth unnecessarily.

People should wear face coverings on our trains, wherever they are. This is mandatory in England and Scotland, and will be mandatory in Wales from 27 July.

For more information, and to ensure you are adhering to the guidelines if you are travelling across the border, please see the current government guidance for England, Scotland and Wales.

We encourage passengers to use reusable face coverings where possible as these are better for the environment. If you have a disposable face covering then please take it home to dispose of it or put it in the normal bins available on stations at the end of your journey.

We are confident that the vast majority of people are going to want to do the right thing and help protect others by bringing and wearing a face covering while in stations and on trains. Please also be aware that some passengers may not be able to wear as mask due to medical issues. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible.

Yes. For example, the wearing of face coverings is already mandatory on Eurostar trains.

Children under 11 are not required to wear face coverings.

No. We are doing this to further reduce the risk of infection. Used properly, face coverings can help prevent the spread of the disease. Social distancing and good hand hygiene are still very important.

You can still use public transport. We want people to be able to travel with dignity and our staff will act considerately towards those who cannot wear a mask due to their disability.

The requirement to wear a face covering also does not apply if you have a reasonable excuse not to. Reasonable excuses include:

• • if you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering.
  • if putting on, wearing or removing a face covering would cause you severe distress.
  • if you are travelling with, or providing assistance to, someone who relies on lip reading to communicate.
  • if you are travelling to avoid injury or escape the risk of harm, and you do not have a face covering with you
  • if you need to remove it during your journey to avoid harm or injury or the risk of harm or injury to yourself or others
  • if you need to eat, drink, or take medication you can remove your face covering
  • if you are asked to remove your face covering by a police officer or other official, for example to check your railcard

Our colleagues are also aware of the Hidden Disabilities Sunflower scheme, and will be able to offer assistance when required. For more information on being exempt from wearing a face covering, please visit the Gov UK website here

Rail staff engage and educate customers about the mandatory use of face coverings when they travel by train and encourage people to wear them. The vast majority of people do the right thing and help protect others by bringing and wearing a face covering while in stations and on trains. Unless they have a good reason, those that don’t wear a face covering could receive a £100 fine from the British Transport Police.

Some people may not be able to wear a face covering due to medical conditions which may not always be apparent. Please do not confront other passengers. Anyone that isn’t exempt from wearing a face covering can get a £100 fine from the British Transport Police.