CrossCountry Trains
Student Travel
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Our travel guidelines
If you do plan to travel with us, please follow our travel guidelines to keep both yourself and others around you safe:
- Download our Train Tickets app - Why not purchase an e-Ticket for your journey through our Train Tickets app? You can download our app here.
- Reserve a seat before you travel - We are asking all our customers to book before you travel and reserve a seat on a train, this helps us maintain social distancing on-board. This can also be done through our Train Tickets app. For more information, please visit our reservation FAQs.
- Wear a face covering – It is mandatory to wear a face covering when passing through stations and when on-board.
- Wash your hands – It is important to wash your hands before and after travelling and carry hand sanitiser where possible.
What we are doing to keep you safe
Did you know that we’re ‘Good to Go’? We’re proud to have been be awarded this accreditation from Visit Britain, meaning that we provide a COVID-safe environment for you on-board our trains!
We’ve enhanced our cleaning – Our cleaners clean the equivalent of 264 football pitches whilst our trains are in service each day. All our trains also go through a deep clean process at the end of each day.
Encouraging social distancing – We have installed signage on-board as a reminder to you and others around you to ‘keep safe & stay apart’.
Reducing contact – We encourage our customers to use contactless payments only and where possible purchase an e-Ticket.
Student FAQs
How can I reserve a seat for my CrossCountry journey? +
You can reserve your seat in one of the following ways:
- When you book your tickets before the day of travel from any train ticket booking outlet.
- When you book a ticket on the day of travel via the CrossCountry website or Train Tickets app.
- Call Journey care or the CrossCountry Service Team at least one day before departure of travel (only when purchasing a ticket or amending an existing booking).
- Use the Ten minute reservations text message facility
What are the off-peak travel times? +
Although Off-Peak and Super Off-Peak times will vary by both the train operator and route, the times generally fit within the timelines listed below:
- Off-peak:
Not valid on weekdays before 09.30
Not valid early evening (between 16.00 to 18.00) from major cities
Valid on all trains at weekends and on public holidays - Super Off-peak:
Not valid on weekdays before 10.00
Not valid early evening (between 15.30 to 19.15) from major cities
To find out if Off-Peak tickets are valid on a particular route, complete a journey search online. If these tickets are valid on the specified journey then they will be listed in the search results.
What items can I take on board and what luggage facilities do you offer? +
We have a very limited amount of space on our trains to store luggage, here is some advice on how to make your journey with us as smooth as possible. Remember, you need to be able to carry your luggage and lift it on and off the train.
Can I claim if my train is delayed? +
Yes, you can if your train is delayed for more than 30 minutes. If this is the case, you will need to apply for compensations through our Delay Repay form which will give you all the information you need to start this process.
Can I change my ticket or apply for a refund? +
For tickets purchased with CrossCountry using our website, mobile site 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 the first booked service departs. |
For Advance train tickets, purchased on or before the date of the latest government announcement (04 January 2021), valid for travel to any station on or after 05 January 2021, Rail Travel Vouchers will be available. Vouchers are valid for 12 months from the date of issue. National Rail Travel Vouchers must not be exchanged for cash. |
To change your ticket please request in the My Account section of our site or Train Tickets app. If you purchased without being logged into your account or do not hold an account please contact our Web Support Team on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our web support lines are open Monday - Friday: 08:00-20:00, Saturday - Sunday: 09:00-17:00. |
|
All other tickets with the exception of Season tickets |
You may be able to change your train ticket without paying a change of journey fee of £10.00, this is based on the date that you purchased your ticket. |
If you booked an Anytime, Off-Peak or Super Off-Peak ticket on or before 4 January 2021, you are entitled to a fee-free refund. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry. For all other dates, the usual admin fees will apply.
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To request a refund please request in the My Account section of our site or Train Tickets app. If you purchased without being logged into your account or do not hold an account please contact our Web Support Team on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our web support lines are open Monday - Friday: 08:00-20:00, Saturday - Sunday: 09:00-17:00. |
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.
Can’t find what you’re looking for? +
View our full FAQs here.
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