We’re here to help with any aspect of your CrossCountry journey; from booking your tickets to on-the-day travel assistance
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Following the news that tour operator Thomas Cook has ceased trading, we are relaxing the restrictions on Advance train tickets to help affected customers return home. Please visit our Thomas Cook page for more information.
If you have been delayed on a CrossCountry train then you may be entitled to National Rail Travel Vouchers or a cash alternative.
Apologies to any passengers that are currently experiencing or have experienced delays. We’re always looking to minimise delays and make sure we manage disruption as effectively as possible. Let us know how you think we handled it and how we can improve in future by completing our survey here.
Our helpful list of FAQs is often the quickest way to answer your query.
For help with a booking you have already made, please contact:
For help making a new booking:
Your right to a refund if your train is disrupted and you choose not to travel. If the train you intended to use is cancelled or delayed, and you decide not to travel, you may return the unused ticket to the original retailer or train company from whom it was purchased, where you will be given a full refund with no administration fee being charged.
This condition applies to all tickets, including tickets (such as Advance tickets) that are otherwise non-refundable, and also applies if you have started your journey but are unable to complete it due to a delay or cancellations and return to your point of origin.
If you would like to email us, please complete our general enquiries form. We aim to respond within 10 working days.
If you require an urgent response, then please contact our Customer Relations Team on 03447 369 123 (Option 3) who are open Monday to Friday 0830 – 2000 and Saturday 0900 -1600. Alternatively you can contact us on Facebook and Twitter 7 days a week, 24 hours per day (except Christmas Day and Boxing Day when we are closed).
You can also contact us on the following social media channels:
Please see our social media policy.
For train times and prices, please call National Rail Enquiries on 03457 48 49 50. You can also find train times on the Train timetables page.
We're here if you need extra help when making your journey. You can find information about JourneyCare on the Travel Assistance page.
To book travel assistance, please contact the JourneyCare team who are open 7 days a week 08:00 - 20:00.
If you use a textphone, you can contact us on 0344 811 0126
If you are contacting us from overseas, please complete our general enquiries form with the following details:
We think it's important you have the chance to tell us when things don't go as smoothly as we'd like.
You can find our complaints handling procedure and full contact details on the complaints and comments page.
We'd love to hear feedback on your CrossCountry experience and any ideas or suggestions you may have.
SMS feedback messages will be charged at normal network rates. We publish a range of feedback on the SMS feedback page.
For media enquiries, please visit our Press page.