Question 1

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

Accepted Answer

If you bought a new ticket because you had forgotten your Season ticket, you can apply for a refund on the additional ticket. On the first occasion, you are entitled to a full refund; on the second occasion, you are entitled to a full refund subject to an administration fee; and on the third (and subsequent) occasion(s) in a 12-month period, you are not entitled to a refund.

Question 2

When can I expect my refund?

Accepted Answer

For more information on refunds, please visit our refunds and amends information.

Question 3

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

Accepted Answer

Delay Repay is a national compensation scheme to assist passengers experiencing delays.You can claim compensation if you're delayed by 30 minutes or more (including cancellations) when you travel with us.For more information and to apply, please visit our Delay Repay page.

Question 4

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

Accepted Answer

If you abandoned your journey prior to or during travel, due to rail disruption (including adverse weather conditions, cancelled trains, or severe delays), you will be eligible for a refund.You can obtain a refund from the original point of purchase.Please contact our customer service team for more information.

Question 5

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?

Accepted Answer

You must carry your Railcard with you at all times when travelling with a ticket purchased with your Railcard. This means that if you cannot produce your Railcard for the ticket inspector, you'll need to pay for a full-price ticket or be liable for a penalty fare.If you forgot your Railcard and it was valid on the day you travelled, we can send you Rail Travel Vouchers to the value of the extra ticket you bought on-board. To claim your vouchers, just send your new and original tickets as well as a copy of your Railcard (including the Photocard) to customer.relations@crosscountrytrains.co.uk.

Question 6

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

Accepted Answer

If you have lost an item on the train, you will need to contact the station where the train terminated.As CrossCountry do not directly manage any stations, any luggage found on our trains is safely stored at the station where your train terminates.To enquire about lost property, please visit the Lost Property enquiries page where you can fill out the online form and find further contact details.

Question 7

How is Delay Repay calculated?

Accepted Answer

Delay Repay is a national compensation scheme that most train operating companies have in place. If your journey is delayed by 30 minutes or more, or cancelled, you can claim compensation. To apply for Delay Repay, you can use our online form. How much compensation am I entitled to? If you are delayed by less than half an hour, you are not entitled to compensation. If you are delayed by 30-59 minutes, you are entitled to 50% of the cost of your single ticket or 25% of the cost of your return ticket. If you are delayed by 60-119 minutes, you are entitled to 100% of the cost of your single ticket or 50% of the cost of your return ticket. If you are delayed by more than two hours, you are entitled to 100% of the cost of your return ticket. Season Ticket Delay Repay Delay repay for your Season ticket is calculated on a pro-rata basis. You can find details of refund calculations on the Delay Repay page.

Question 8

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

Accepted Answer

If you're unhappy with the response you have receieved, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is free to use service and they are independent of the rail industry. For more information please visit www.railombudsman.org Rail Ombudsman Contact Details: Website, including online chat: www.railombudsman.orgTelephone: 0330 094 0362Textphone: 0330 094 0363Email: info@railombudsman.orgPost: FREEPOST - RAIL OMBUDSMAN

Question 9

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

Accepted Answer

We log every complaint received at our Customer Relations department on a database with a unique reference number. This enables us to track the status of your complaint and to monitor that we have responded within the timescales set out in our complaints procedure.

Question 10

How do I claim for a Season Ticket refund?

Accepted Answer

For information on refunds, please visit our refunds and amends page.

Question 11

How can I make a comment, complaint or suggestion?

Accepted Answer

We always welcome your comments, suggestions, and feedback about our services. We also aim to resolve any complaints you may have.The simplest way to get in touch with us is through our General Enquiries form. We aim to respond to all communications within ten working days of receiving them.

Question 12

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

Accepted Answer

Tickets can only be refunded at the point of issue. This means that if you purchase your ticket online or on the app, you will need to visit My Account and select 'Apply for a Refund'.For full details please check out refunds and amends.If you need extra assistance in applying for a refund, you can contact our Customer Service team.

Question 13

Can I claim if my train is delayed?

Accepted Answer

If your train is delayed for more than 30 minutes against the published timetable on the day, you may be entitled to compensation. You can find out more on our Delay Repay page.

After Care

Can’t find the right answer?

Contact us through our social media channels.

CrossCountry Facebook Account

CrossCountry Twitter Account

Or you can send us an e-mail…

Did you find this page useful ?