Question 1

Which stations offer self-service ticket collection?

Accepted Answer

You can find details about all train stations in our A-Z Stations directory.

Question 2

Where can I find the different types of trains you use and the specific seat plans?

Accepted Answer

You can discover more information about the train types on our website.

Question 3

What times are Off-Peak and Super Off-Peak tickets valid?

Accepted Answer

Off-Peak times will vary by both the train operator and route.For information on CrossCountry's Off-peak services, please visit our off-peak page.

Question 4

What time does my local station ticket office open and how can I find further information about the station i.e Parking, Disabled Access and Facilities?

Accepted Answer

You can find information about individual train stations by using our A-Z Stations directory.

Question 5

What should I do if I have lost the e-ticket that I printed myself?

Accepted Answer

If you have misplaced the printed copy of your e-Ticket, the best course of action is to print another copy from the My Account section of the CrossCountry app or website. Alternatively, you can show the ticket on your device.

Question 6

What items can I take on board and what luggage facilities do you offer?

Accepted Answer

On board our trains, there is a very limited amount of luggage storage space. Please visit our luggage page for more information.

Question 7

What is the European Commission Online Dispute Resolution platform?

Accepted Answer

Our Customer Service Team endeavour to resolve any queries you may have as a result of using the CrossCountry website. However, if you are unhappy with how we have dealt with your query, you may contact the European Commission Online Dispute Resolution Platform for further assistance and advice.

Question 8

What if my Smartcard stops working?

Accepted Answer

If you are having issues with your Smartcard, please find a member of train or station staff to assist you. If they are unable to read your card with their devices, please contact our Support Team.

Question 9

What if my Smartcard is lost or stolen?

Accepted Answer

If your Smartcard is lost or stolen, please contact our Smartcard Support Team as soon as possible.

Question 10

How do I collect tickets for my Smartcard?

Accepted Answer

Once you've purchased online, you can collect your ticket in one of 3 ways:At the stationTo collect your ticket at your chosen station, simply tap your card onto the gate reader, ticket vending machine, or validator (bearing the yellow sticker). In some cases you may need to validate it at the ticket office. On your Android deviceYou can fulfill your tickets to your Smartcard using the CrossCountry app on Android devices. Simply follow the instructions, tap your card on the back of your phone, and you are ready to travel.

Question 11

How can I check a booking I have made using your app and how will I know if it was successful?

Accepted Answer

Once you have completed your booking online or on the app, a confirmation email will be sent to your registered email address. Additionally, you can access your tickets at any time through the the CrossCountry app. You will need to log into your account to view bookings and tickets.

Question 12

Do you have Wi-Fi on board your trains?

Accepted Answer

CrossCountry know how important it is for our passengers to stay in touch whilst on the move, so there is WiFi available on every CrossCountry service. Subject to availability and usage restrictions.

Question 13

Do all of your trains have First Class?

Accepted Answer

First Class is available on routes operated by our Voyager trains, with Standard Class seating accounting for all seats on Turbostar trains. Please use a journey planner to see services that offer First Class. In First Class carriages, passengers can enjoy comfier, larger reclining seats with extra space and quieter carriages. In addition, First Class travel includes extra complimentary WiFi allowance, a table at each seat, and snacks and drinks, subject to availability.

Question 14

Can I travel on the train with my wheelchair or mobility scooter?

Accepted Answer

Yes, all our train services can carry manual or powered wheelchairs, and mobility scooters, if they aren't bigger than: DimensionsWidth: 700 millimetersLength: (including footplates) 1200 millimetresWeight:(Including passenger) 300 Kilograms with a triangular footprint. Height : (including the user) 1,350mm *This includes any attachments or additions to the structure of the device.If your wheelchair exceeds the above dimensions, please contact our Passenger Assist team free of charge on 0800 030 9224, Text Relay 18001 0800 030 9224, who will be able to offer advice. On our Voyager trains we have a first class wheelchair space in Coach A and a standard class wheelchair space in Coach F. Our Turbostar trains have two wheelchair spaces, both in Coach C. Our train managers and senior conductors walk through the train regularly ensuring that luggage does not obstruct these spaces. We recommend that you book in advance via the Travel Assistance page here as spaces can be limited, however we understand that sometimes life can't always be planned ahead, and we'll still do our best to provide the same level of help in those circumstances - just make the station and train staff aware when you arrive at your departure station. Larger powered scooters / e-scooters cannot be conveyed on CrossCountry trains due to their weight, dimensions and lack of manoeuvrability. They may also pose a safety risk to other customers and our colleagues. Unfortunately, Mobility Scooters and Motorised Wheelchairs cannot be charged onboard due to a difference in voltage. As space can be limited, we request that it is folded up and stowed away in one of our luggage compartments if this is possible to do so.

Question 15

Can I take my pet on your trains?

Accepted Answer

At CrossCountry, our trains are generally pet-friendly. Subject to the following conditions, certain pets are permitted free of charge:Dogs, cats, and other small animals can travel on our trains provided they do not endanger or inconvenience other passengers and staff.A maximum of two pets per passenger are permitted.Dogs must be kept on a lead at all times, unless contained in a basket. Dogs without leads, cats, birds, and small animals must be carried in an enclosed basket, cage, or pet carrier. It must be rigid and not open, and the animal must be able to stand and lie down in comfort.Animal carriers must not occupy seats, otherwise you will incur an extra chargeAssistance DogsAssistance dogs are welcome on all CrossCountry trains, free of charge, and can travel in any part of the train. Our on-board colleagues will be happy to ensure that you are in the most appropriate seating on-board the train, usually the Priority seats, to make the journey comfortable for both you and your dog. In addition to this, CrossCountry now offer assistance dog reservation cards, which can be placed on the adjacent seat to which you are travelling. These cards are of booklet size, have been created in colours which are more accessible to people with visual impairments, and include braille translations of the messages on the card, which reads ‘Assistance dog under the seat – Please do not sit here. If you require further assistance, please speak to one of our on-board colleagues'.These cards can be obtained directly from CrossCountry by getting in touch via our social media channels or by contacting our Customer Relations passenger assistance team. Further information on how to contact our Customer Relations team can be found here.

Question 16

Are your trains accessible for all?

Accepted Answer

All CrossCountry trains are accessible. For more information and to book assisted travel you can check our Travel Assistance page.

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