Question 1

Where can I find my ticket collection reference?

Accepted Answer

You can find your collection reference in the booking confirmation email, or in the My Account section of our website.

Question 2

Why are the train times on my Underground ticket incorrect?

Accepted Answer

London Underground tickets are not dependent on scheduled trains, so we print suggested times only.

Question 3

Where can I access 'My account'?

Accepted Answer

You can access your CrossCountry account here.

Question 4

When I change the date and time of an Advance ticket, which tickets can I choose?

Accepted Answer

You can change the date or time of an Advance train ticket by changing it to any new ticket type, providing the origin and destination stations are the same.

Question 5

What should I do if my Season ticket is lost or stolen?

Accepted Answer

If your Season ticket is lost or stolen, you should report this immediately to the point of purchase. If we cannot recover your lost or stolen ticket, and there is a significant amount of time remaining on the Season ticket, we will consider issuing a duplicate ticket. This may be subject to an administration fee.

Question 6

What should I do if I have not received my tickets?

Accepted Answer

Please allow sufficient time for your tickets to be delivered. We recommend: Seven working days for International post. Five working days for First Class post. 48 hours for Next Day delivery. If your delivery has not arrived after the stated time periods, please contact our Customer Service team for further assistance.

Question 7

What should I do if I have not received my booking confirmation?

Accepted Answer

You should receive a confirmation email within two hours of making your booking. If you have not received a confirmation email, and you were signed in when making the booking, then please check that the email address we have saved to your account is correct. If the email address is correct, please make sure to check your Spam/Junk folder, as some email services utilise strict filters. To ensure that all CrossCountry emails go into your inbox, please make sure that noreply@crosscountry.trainsfares.co.uk is listed as a safe sender and is not blocked. Confirmation emails are not essential for travel, and the same booking information can be found in your account on the CrossCountry app or website. If you have made a booking without signing in, then you will need to contact our Customer Relations team for further assistance.

Question 8

What is a Smartcard?

Accepted Answer

Please visit our Smartcards page for more information

Question 9

What is an m-Ticket?

Accepted Answer

Mobile tickets are electronic tickets comprising of a barcode, which can be stored on mobile devices. Fares marked with the m-Ticket symbol will be sent to your phone. When travelling using an m-Ticket you may be asked to present your m-Ticket barcode for scanning.

Question 10

Regional Railcards

Accepted Answer

There are a number of Railcards that are exclusive to particular areas of the UK.RailcardRegion or AreaCambrian Lines RailcardThe Cambrian Lines Railcard discount is available on the following routes: Pwllheli - Aberystwyth - Machynlleth - Newtown - Shrewsbury (including from / to all intermediate stations).Cotswold Line RailcardThe Cotswold Line Railcard discount is available on the following routes: Off-Peak Single and Return tickets & Anytime Day tickets on the route between Worcester Foregate Street & Oxford inclusive.Dales RailcardThe Dales Railcard discount is available on the following routes: Leeds/Bradford Forster Sq. - Carlisle via Settle. Leeds/Bradford Forster Sq. - Lancaster/Morcambe/Heysham Port via Bentham. Whalley (Lancs)/Clitheroe - Hellifield (Sundays only).Devon and Cornwall RailcardThe Devon and Cornwall Railcard discount is available on the following routes: Standard Class Anytime and Off-Peak tickets for journeys wholly within Devon and Cornwall, starting after 08:45. Esk Valley Railcard The Esk Valley Railcard discount is available on the following routes: All journeys between Whitby and Middlesbrough. Heart of Wales Railcard The Heart of Wales Railcard discount is available on the following routes: All journeys between and including Swansea/Llanelli and Llandrindod Wells. Highland Railcard The Highland Railcard discount is available on the following routes: Mallaig/Fort William/Oban - Glasgow Wick/Thurso - Inverness Kyle of Lochalsh - Inverness Pembrokeshire Railcard The Pembrokeshire Railcard discount is available on the following routes: All journeys within Pembrokeshire, extending to Swansea via Carmarthen. Scottish Youth Railcard The Scottish Youth Railcard entitles the following discounts when travelling in Scotland: 34% off most rail fares. 50% off all season tickets. 34% off most advance purchases. No minimum fare on 'off peak' fares. Valleys Senior Railcard The Valleys Senior Railcard discount is available on the following routes: Standard Day Return tickets on the Valley Lines after 09:29. Valleys Student Railcard The Valleys Student Railcard discount is available on the following routes: Valleys & Cardiff local routes.

Question 11

Is tube travel included in the cost of the ticket?

Accepted Answer

All the tickets required to complete your journey are packaged together and quoted in one total payment. This includes travel by the London Underground where necessary.

Question 12

Is there a limit on how many tickets a Smartcard can hold?

Accepted Answer

A Smartcard has space for up to five tickets at any one time.

Question 13

Is there a charge for a Smartcard?

Accepted Answer

There is no charge for Smartcards, they are completely free to order. You can order your Smarcard direct from CrossCountry.

Question 14

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

Accepted Answer

If you have forgotten your Season ticket and had to purchase a supplementary ticket, you should apply for a refund in the My Account section of our wesbite.

Question 15

How do I reserve a place for my bicycle?

Accepted Answer

Please Contact Us to book your bike space.Please visit our Bikes & Cyclists page for more information.

Question 16

How do I know if a Railcard discount has been included in the fare?

Accepted Answer

When booking train tickets online or on the CrossCountry app, make sure before finalising your purchase that your Railcard discount has been added.You can buy multiple tickets using up to three different types of Railcard. If you have selected a Railcard in your journey options, the discount will be automatically applied in your search results.Please note that each passenger with a Railcard discounted ticket must be eligible for the Railcard and carry it with them whilst travelling.

Question 17

How do I know a booking was successful?

Accepted Answer

When your booking has been confirmed, you will receive a confirmation email to the email address provided through the booking process. Alternatively, you may check your tickets at any time by checking the Ticket Wallet in the CrossCountry app.

Question 18

How do I get a CrossCountry Smartcard?

Accepted Answer

You can find information about getting a CrossCountry Smartcard on the Smartcard page.

Question 19

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

Accepted Answer

If you need to make changes to your Season ticket, please contact our Customer Service team. You can find contact details on the Contact Us page.

Question 20

How do I buy a ticket for my Smartcard?

Accepted Answer

Please visit our CrossCountry Smartcard page for more information.

Question 21

How do I book assisted travel?

Accepted Answer

There are several ways you can book your assistance in advance. Passenger Assistance by Transreport App You can now request assistance via your smartphone using the Transreport App: Download on the App Store or Google Play. If you wish to find out more, please consult National Rail's accessibility information. Passenger Assistance by Transreport Webform You can now request assistance using the Transreport Webform. To find out more or request assistance using webform please visit the Passenger Assistance website. By Telephone - 0800 030 9224 You can book assistance with us 24 hours a day (except 25th and 26th December). Our contact centre operates between 08:00 and 22:00 and outside of these times our third-party supplier will process your assistance booking. We are unable to make any bookings on 25th and 26th December, however our third party supplier will reopen for bookings at 00:01 on 27th December to allow bookings to made for morning services. Website bookings will be processed during the above operating hours, therefore bookings made between 22:00 on 24th December and 08:00 on 27th December will be processed when our contact centre reopens at 08:00 on 27th December. By text relay service - 18001 0800 030 9224 For more information and to book assisted travel you can check our Travel Assistance page.

Question 22

How can I reserve a seat for my CrossCountry journey?

Accepted Answer

You can reserve a seat at the time of booking your ticket with CrossCountry, or through the My Account section of our website or app. Alternatively, you can contact us.

Question 23

How can I obtain a Photocard for my Railcard?

Accepted Answer

You can obtain a Photocard from your local station. You will need to provide one passport sized photo, and your Photocard will be issued free of charge.

Question 24

How can I change my ticket and what is a 'change of journey'?

Accepted Answer

For Advance tickets purchased through our website or the CrossCountry app, you can amend your date and time of travel.To make changes to your journey, sign into your account and select View Your Bookings. Select the journey you would like to change and make any amendments as prompted.CrossCountry will not charge an administration fee to change Advance tickets.

Question 25

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

Accepted Answer

CrossCountry can only assist with refunds on our services when you have purchased the ticket directly from us. Otherwise, you will need to contact the original retailer.Please visit our refunds and amends page for more information

Question 26

Do I get a receipt for the tickets I purchased?

Accepted Answer

Yes, you will receive a receipt when purchasing train tickets. If your tickets are being delivered by post, then a receipt will be enclosed with them.If you are collecting tickets from a self-service ticket machine, the receipt will be printed along with the tickets.All rail tickets are zero-rated for VAT, meaning there are no VAT charges.

Question 27

Does a Smartcard need to be accompanied by a photocard?

Accepted Answer

Unlike paper Season tickets, Season tickets loaded onto a Smartcard do not require a photocard counterpart for use.

Question 28

Can I use a Young Persons Railcard with my Season ticket?

Accepted Answer

Season tickets are already discounted, so you cannot apply any Railcard to them.

Question 29

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

Accepted Answer

For tickets purchased with CrossCountry using our website or Train Tickets app please see the table below. Otherwise, please contact your original retailer. Ticket type Can I change my ticket? Can I get a refund? Next steps Advance train tickets You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry. You may change your date and time of travel, but your origin and destination must remain the same. Any changes must be made before 18:00 the day before the original travel date. Advance tickets are not refundable. However, if the train you purchased a ticket for is cancelled a refund will be provided. Until 30 November 2022, if you do not wish to amend your Advance tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue National Rail Travel Vouchers must not be exchanged for cash. You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk . or 0371 244 2389. For contact information and opening hours, please visit our Contact Us page. To request a Rail Travel Voucher please e-mail our Customer Relations Team on customer.relations@crosscountrytrains.co.uk. Please include your booking reference number. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. All other tickets with the exception of Season tickets As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket. If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry. If you have If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund due to a service cancellation you can apply for a refund and the £10 admin fee will not apply. You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. For contact information and opening hours, please visit our Contact Us page. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. Please note, refunds can take up to 5 working days to process once received by our team. Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days. For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool. To request a refund for your Season ticket please contact our Web Support team on seasons.crosscountry@trainsfares.co.uk. If you have a paper ticket and wish to make a refund please contact our Web Support team on sales.support.crosscountry@trainsfares.co.uk address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.

Question 30

Can I purchase a ticket for the London Underground online?

Accepted Answer

When you purchase a train ticket that involves using the Underground to travel between stations, a London Underground ticket will be included in your booking. A London Underground ticket will also be included in your ticket if you select 'Zone 1' or 'Zone 2' as an arrival or destination station.If your arrival station is in London, you may also purchase unlimited Day Travelcards as an add-on to your booking.

Question 31

Can I decide the date for my One Day Travelcard?

Accepted Answer

Your One Day London Travelcard is only valid on the same date as the outward leg of your journey.If you change your date of travel, your Travelcard may not be transferred.

Question 32

Can I change the delivery method of a booking?

Accepted Answer

It is not possible to change the delivery method once your booking has been confirmed.

Question 33

Can I change my seat reservation?

Accepted Answer

If you have purchased a flexible ticket (including Anytime Off-Peak, and Super Off-Peak tickets), you may be able to add or change seat reservations ahead of your journey.To add or change a seat reservation, sign into My Account online or on the CrossCountry app and then select View Your Bookings. Select the relevant booking and click Amend Journey to add or change your seat.Please note that you will not be able to amend seat reservations online if you have purchased travel supplements such as PlusBus, First Class upgrades, and London Travelcards. In this case, please contact us for further assistance.Changes to bookings may be liable to an administration fee.

Question 34

Can I buy a ticket for someone else?

Accepted Answer

Yes, it is possible to purchase tickets, including e-Tickets, on somebody else's behalf. If you are using discounts, such as Railcards, please make sure that the passenger who will be using the ticket is eligible for the discount.If you are booking online, make sure to confirm the name(s) of the passenger(s) travelling during the booking process. When there are multiple passengers travelling together, you can nominate a lead passenger whose name will appear on all tickets.If you are not travelling, but the passenger will be collecting tickets from the station, they will need to bring a payment card and the booking reference.

Question 35

Can a deleted ticket be resent to my mobile phone?

Accepted Answer

No, a ticket that has been deleted cannot be resent to your mobile device. Please treat digital tickets as paper tickets and make sure not to lose them.

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