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Please note: We are currently experiencing a high number of Delay Repay claims, if you have received a case reference your claim will be processed as soon as possible, you do not need to contact our teams.

Industrial action announced for Saturday 13, Thursday 18 and Saturday 20 August -  more information.

Due to strike action by the ASLEF union, there will be no CrossCountry services running on Saturday 13 August - more information

British Transport Police (BTP)

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We want you to feel safe and secure when you are travelling with us and all of our on-board teams take part in our customer service training programmes so that they can confidently and safely deal with a range of situations and circumstances.

However, sometimes things are more serious and more help is needed. This is when British Transport Police (BTP) should be contacted.

When to call 999

Always dial 999 when you need an urgent police response such as:

  • A crime is happening
  • Someone suspected of a crime is nearby
  • Someone is injured, being threatened or in danger

When to use the 61016 text service

You can text BTP on 61016 to report non-emergency incidents.

The text number is monitored 24/7 and, while it is not for reporting emergencies, BTP will send officers if required.

Text 61016 (or call 0800 40 50 40) when you want to contact BTP about an issue that doesn't require an emergency response. For example, you can text when:

  • You want to report an incident that has already happened
  • You want to tell BTP about issues affecting your rail journey or your local station
  • You have a general police enquiry

If your enquiry concerns buses or roads, you can contact local police anywhere in the country by dialing 101.

Your mobile service provider may issue a small charge to text 61016. The exact cost will depend on your network and tariff.

British Transport Police is the police service for Britain's railways, helping the nation's travelling public get home every day safe, secure and on time. BTP also polices the London Underground, Docklands Light Railway, the Midland Metro tram system, Croydon Tramlink, Sunderland Metro, Glasgow Subway and Emirates AirLine. Six million people use the rail network every day and they are there to keep you safe and help you feel secure on your journey.

If you need to report a crime call BTP on 0800 40 50 40 or text 61016.

In an emergency always call 999.

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