Contact us

We’re here to help with any aspect of your CrossCountry journey; from booking your tickets to on-the-day travel assistance

Journey details

  • Under 5s travel free

  • Add another railcard

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Station Finder

To achieve social distancing, and with the challenges of Coronavirus, our Customer Relations telephone lines will now be open Mon-Fri 08:00–18:00 and Sat 08:00–16:00. Passenger Assistance telephone lines will be open Mon-Fri 08:00-18:00 and Sat/Sun 08:00-16:00.

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.

Delayed by 30 minutes or more? – Make a Delay Repay claim

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.

Frequently Asked Questions

Our helpful list of FAQs is often the quickest way to answer your query.

Existing bookings

For help with a booking you have already made, please contact:

      • Call booking support on 0371 244 2389
      • Text phone booking support on 0344 811 0126

Booking a new journey

For help making a new booking:

      • Call booking support on 0844 811 0124 (Calls to this number are charged and fees may vary depending on phone operator)
      • Text phone booking support on 0344 811 0126


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.

E-mail us

If you would like to email us, please complete our general enquiries form. We aim to respond within 10 working days.

By Phone

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).

Social Media 

You can also contact us on the following social media channels:

Please see our social media policy.

Train times and prices

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.

Travel Assistance

We're here if you need extra help when making your journey. You can find information about Passenger Assist on the Travel Assistance page.

To book travel assistance, please contact the Passenger Assist team who are open 7 days a week 08:00 - 20:00.

      • Call Passenger Assist on 0344 811 0125
      • If you use a textphone, you can contact us on 0344 811 0126

Contacting us from overseas

If you are contacting us from overseas, please complete our general enquiries form with the following details:

      • Contact telephone number
      • Where you are contacting us from
      • The best local time for us to contact you


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.

Media Enquiries

For media enquiries, please visit our Press page.

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