After Care

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Adults aged 16+

Children aged 5 - 15 Under 5s travel free
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Going after Arriving before

Your journey

Going departing after

Station Finder

These help topics cover everything after you travel.

What address do I send my unused tickets to for a refund?

Can I claim if my train is delayed?

How is Delay Repay calculated?

What is Delay Repay and how do I claim compensation for a delay to my journey?

I lost something on a train or at a station. What should I do?

Can I get a refund for train tickets booked through the mobile site?

Can I request for a refund of my tickets at the station that I have purchased on the website/mobile app?

How can I apply for a refund or cancel my ticket?

How do I claim for a Season Ticket refund?

I bought a ticket using the mobile application, how can I get a refund?

I left my Season Ticket at home and had to purchase a ticket for the day. Can I get a refund?

My train was cancelled and I decided not to travel, what do I do?

When can I expect my refund?

Why have I not received a full refund for tickets I purchased when I left my Season ticket at home?

Why must I submit my refund request within 28 days?

I've left my railcard at home on the day of travel and been charged for a new ticket, can I apply for a refund?

Can I swap my current paper Season ticket for a Smartcard?

How do I change or get a refund on a Smartcard Season ticket?

What if I need to claim compensation for delayed journeys when travelling with a Smartcard?

What if my Smartcard is lost or stolen?

What if my Smartcard stops working?

How can I make a comment, complaint or suggestion?

How do you keep track of my complaint and how do I know my complaint will be treated fairly?

I don't feel my complaint has been resolved adequately. What else can I do?

What ways can I contact you?

National Rail Conditions of Travel

Other FAQ Sections

Contact us through our social media channels

Message us directly via Facebook

Available: 24/7

Estimated response time: 30 mins

Send us a Tweet @CrossCountryUK

Available: 24/7

Estimated response time: 30 mins

Or you can send us an e-mail...

Get in touch

We'll aim to respond to messages within 10 days

For difficult queries our Customer Relations team is here to help you

Call us on 03447 369 123

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To contact our customer contact team please visit: https://www.crosscountrytrains.co.uk/customer-service/contact-us-and-faqs.

After Care

Choose date & time

Your journey

Station Finder

Other FAQ Sections

Contact us through our social media channels

Contact us through our social media channels

Or you can send us an e-mail...

For difficult queries our Customer Relations team is here to help you

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