Our Terms & Conditions

This website is operated by XC Trains Limited ("we", "us") a company registered in England and Wales (company number 04402048) with its registered office at Admiral Way, Doxford International Business Park, Sunderland, SR3 3XP. By using this website you agree to be bound by these terms. If you do not accept these terms, please do not use this website. We may modify these terms and conditions at any time by publishing the modified terms and conditions on this website. Any modifications shall take effect 3 days after posting on this website.

We are committed to protecting your privacy and making our website accessible to all users. Please see our Privacy policy and Accessibility policy for further details.

If you would like to contact us in relation to this website or these terms please use our Help page.

1. Access and content

We endeavour to allow uninterrupted access to the website, but access may be suspended, restricted or terminated at any time.

We reserve the right to change, modify, substitute or remove without notice any information on this website.

We assume no responsibility for the contents of any other websites to which you access via this website.

2. Intellectual Property

The intellectual property in all material on this website (including the text, design, images, graphics, their selection and arrangement and source code) belongs to us and our licensors. You may not alter, copy or redistribute the material without our prior written permission. However you may save or print a single copy for your own non-commercial use.

You shall retain ownership of all copyright in data you submit to this website. You grant us a world-wide exclusive, royalty-free, non-terminable licence to use, copy, distribute, publish and transmit such data in any manner.

3. Disclaimer

We use reasonable endeavours to ensure that the data on this website is accurate and to correct any errors or omissions as soon as practicable after being notified of them. To the extent permitted by applicable law, we disclaim all warranties and representations (whether express or implied) as to the accuracy of any information contained on this website. We do not guarantee that this website will be fault free and do not accept liability for any errors or omissions.

4. Liability

We exclude, to the fullest extent permissible by law, all liability for any loss or damage (including indirect loss, consequential loss, loss of profit, data, revenue, business opportunity, anticipated savings, goodwill or reputation) whether in contract, tort or otherwise arising out of or in connection with this website, inability to access this website, or any websites linked to this website.

5. Tickets

The ticketing facility accessed via this website is operated by Trainline.com Limited. Any ticket transaction is solely between you and Trainline.com and is subject to Trainline.com's terms and conditions. We are not a party to the transaction and exclude all liability for any loss or damage arising from or in connection with the transaction.

6. Governing law

These terms and conditions shall be governed by and construed in accordance with English law.

Any disputes shall be subject to the exclusive jurisdiction of the English courts, to which both parties submit.

Please read the following in relation to www.crosscountrytrains.co.uk pages

Customers using this website are advised that those pages with a web address prefixed by www.crosscountrytrains.co.uk - are managed by Cross Country Trains Ltd ("CrossCountry Trains") and, as such, CrossCountry Trains is responsible for the content, detail and links contained within them as well as the use of cookies created by these pages. Please read the CrossCountry Trains Website Terms and Conditions in relation to your usage of this website and the CrossCountry Trains Privacy Policy in relation to any personal data collected and cookies used by CrossCountry Trains in this regard.

Please read the following in relation to www.buytickets.crosscountrytrains.co.uk or m.buytickets.crosscountrytrains.couk pages

The booking engine transactional pages - those with a web address prefixed by www.buytickets.crosscountrytrains.co.uk - are, meanwhile, managed by Trainline.com Limited ("Trainline") and, as such, your use of this part of the website should be in accordance with Trainline's Website Usage Policy.
Customers purchasing a ticket(s) for travel are advised that they are entering into a contract with Trainline in accordance with the Terms and Conditions relating to the Online Purchase of Tickets and that, in these cases, any queries regarding the purchase of the ticket(s) should be directed to Trainline. The Trainline Privacy Policy shall apply in relation to any personal data collected and cookies used by Trainline in this regard.

*YOUR ATTENTION IS DRAWN PARTICULARLY TO PARAGRAPH 8 BELOW WHICH SETS OUT LIABILITY TO YOU*

1. Definitions
In these Terms and Conditions, the following words have the following meanings:

"Information" means all material delivered by CrossCountry through the Hotspot.

"User" or "you" means the Hotspot end-user.

"Terms and Conditions" means these terms and conditions relating to the Hotspot.

2. Important Information
2.1. You must read and accept these Terms and Conditions before you access and use the Wi-Fi service (hereafter referred to as the "Hotspot"). By: (i) accessing and using the Hotspot; or (ii) purchasing a voucher for access and/or use of the Hotspot (a "Hotspot Voucher") you agree to be bound by the Terms and Conditions set out below. If you do not wish to be bound by these Terms and Conditions, please do not use the Hotspot or purchase a Hotspot Voucher.

2.2. CrossCountry's Privacy Policy forms part of these Terms and Conditions and you should read the Privacy Policy carefully before agreeing to these Terms and Conditions. The CrossCountry privacy policy is available at the following link: https://www.crosscountrytrains.co.uk/privacy-policy.

2.3. If you have any questions about these Terms and Conditions, please contact CrossCountry's Wi-Fi service desk at [email protected] or on 0330 088 1270 before continuing (lines manned 05.00 to 02.00 each day, calls will be charged at local rate from a BT landline. Calls from other operators and mobiles may vary and may cost more).

2.4. If you are aged under 18, before you access and use the Hotspot, please ensure that you have your parent/guardian's consent and ensure that they and you have read and agree to these Terms and Conditions. If you intend to use someone else's credit or debit card for purchasing a Hotspot Voucher, you should enter their details when registering and they and you agree that they will be deemed to have consented to be bound to these Terms and Conditions and will be a party to these Terms and Conditions.

3. Information About Us
The Hotspot is operated by XC Trains Limited, a company registered in England and Wales under company number 04402048, whose registered office is at 1 Admiral Way, Doxford International Business Park, Sunderland, SR3 3XP, and whose VAT number is 618 557 907 ("CrossCountry").

4. The Hotspot Description
4.1. The Hotspot is a wireless data service using radio frequency to access the Internet. CrossCountry offers the Hotspot for activities such as the active use of e-mail, instant messaging and browsing the Internet. These services may require Users to have accounts with third party service providers. Some information and material (for example software) is supplied to CrossCountry by third parties and CrossCountry offers no guarantees or contractual promises in relation to that information or material. Please be aware that you cannot use the Hotspot for the following reasons (this list is non-exhaustive):

4.1.1. Watching catch up TV (e.g. BBC iPlayer, ITVPlayer etc)

4.1.2. Downloading very large files

4.1.3. File sharing (e.g. BitTorrent)

4.1.4. Video sharing sites (e.g. YouTube)

5. The Hotspot
5.1. Although CrossCountry will endeavor to provide a high standard of Wi-Fi service at all times, due to the nature of the services the User acknowledges:-

5.1.1. that it is technically impossible to provide the Hotspot entirely free of faults and that CrossCountry does not undertake to do so;

5.1.2. that faults may lead to temporary unavailability of the Hotspot; and

5.1.3. that the operation of the Hotspot may be adversely affected by conditions and performances outside CrossCountry's control, including transmission, telecommunications links between CrossCountry and Users, between different parts of CrossCountry, and between CrossCountry and other systems and networks.

6. Use of the Hotspot
6.1. If you hold a valid first class ticket for the train journey you are making you may access the Hotspot free of charge (on services which have wi-fi available) and there is no need to purchase a Hotspot Voucher. Access is gained either through the Hotspot portal directly or by obtaining a printed PIN code voucher from the Senior Conductor on board (for journeys on CrossCountry's 170 train type). You are permitted to access the Hotspot for an unlimited period of time during that train journey, although data restrictions may apply. Printed PIN code vouchers provide 2-hour access and on expiry an additional code can be obtained from a member of CrossCountry's staff (subject to availability).

6.2. If you hold a valid standard class ticket for the train journey you are making, you may purchase a Hotspot Voucher, subject to these Terms and Conditions. At present you can purchase a Hotspot Voucher directly through the Hotspot service pages, or via a printed Hotspot Voucher from CrossCountry's service-at-seat (subject to availability). The pre-sale website (available at the following web page: www.crosscountrytrainswifi.co.uk) allows you to pre-purchase a Hotspot Voucher for your journey at a reduced price in comparison to the equivalent tariff bought on board the train.

6.3. You may purchase a Hotspot Voucher for a specific period of time for use of the Hotspot by you. We offer one type of Hotspot Voucher - elapsed time (where the length of time of access is measured from when you first log-on to the Hotspot and will expire at the end of the allocated time regardless of whether you are browsing the Internet or not).

6.4. Once purchased, Hotspot Vouchers can be used on any service operated by CrossCountry. The Hotspot Vouchers are not train, journey or route specific (though can only be used on CrossCountry trains).

6.5. The User undertakes:-

6.5.1. not to use the Hotspot for any unlawful purpose;

6.5.2. that it shall not make any use of the Hotspot such that the whole or part of the Hotspot is interrupted, damaged, rendered less efficient, or the effectiveness or functionality of the Hotspot is in any way impaired;

6.5.3. not to use the Hotspot for the transmission or posting of any computer viruses or any material which is defamatory, offensive or of an obscene or menacing character or in such a way as to cause annoyance, inconvenience or needless anxiety;

6.5.4. not to use the Hotspot in a manner which constitutes a violation or infringement of the rights of any person, firm or company (including rights of copyright or confidentiality);

6.5.5. that it shall not use the Hotspot to transmit any material for the purposes of publicity, promotion and/or advertising without the prior written consent of CrossCountry unless such transmission has been specifically requested by another User of the Hotspot;

6.5.6. that in the event that it has any right, claim or action against any other User arising out of the use of the Hotspot then it shall pursue such right, claim or action independently of, and without recourse to, CrossCountry; and

6.5.7. that CrossCountry may block access to certain websites by you on the Hotspot, including for example certain high bandwidth websites, in order to share bandwidth more amongst its User group.

6.6. The User will indemnify and defend CrossCountry against all claims, liability, damages, costs and expenses, including legal fees, arising out of a breach of these Terms and Conditions or any use of the Hotspot by the User. The User acknowledges that CrossCountry has no control over the nature or content of information or programs transmitted or received by the User using the Hotspot and that CrossCountry does not examine in any way the use to which the User puts the Hotspot. The User agrees to fully indemnify CrossCountry against any claims or legal proceedings arising in connection with User's use of the Hotspot which are brought or threatened against CrossCountry by any other person.

6.7. Your right to use the Hotspot is personal to you and you agree not to register on behalf of any other person, firm or company or to allow any other such person to use your log-in details to use the Hotspot. You must keep your log-in details confidential and not share them with any other person.

7. Availability of the Hotspot
7.1. The Hotspot service is only available on selected train services provided by CrossCountry.

7.2. Please note that it is the User's responsibility to ensure that the train they intend to travel on has Hotspot services available on board.

8. Our Liability to You
8.1. You may have other rights granted to you by law which are not set out in these Terms and Conditions and these Terms and Conditions do not override those rights unless permitted by law.

8.2. For further information about your legal rights (including your consumer rights) we suggest that you contact your local Citizens Advice Bureau or Trading Standards office.

8.3. Please take care of your wireless device. CrossCountry accepts no responsibility for loss or damage to a User's wireless device.

8.4. The headings in this paragraph 8 below make clear which parts of this paragraph 8 apply to you, depending on the circumstances in which you are using the Hotspot.

The following terms apply to all Hotspot users (both personal and commercial users):

8.5. CrossCountry does not, and cannot, guarantee that the Hotspot website will be compatible with any or all hardware and software that you may use to try to connect to the internet via the Hotspot. CrossCountry does not, and cannot, guarantee that the Hotspot, or your use of it, will be available at all times or at any specific times or that it will be error-free. CrossCountry reserves the right to modify or suspend access to the Hotspot at any time (acting reasonably) where it is necessary to do so.

8.6. CrossCountry is, and remains, legally responsible to you at all times, regardless of any wording to the contrary in these Terms and Conditions, for any:

8.6.1. death or personal injury arising from CrossCountry's failure to take reasonable skill and care;

8.6.2. fraud or fraudulent misrepresentation; or

8.6.3. any matters which it would be illegal for CrossCountry to exclude or limit its liability to you.

8.7. If CrossCountry fails to comply with these Terms and Conditions, it is responsible for loss or damage you suffer that is a foreseeable result of its breach of the Terms and Conditions or CrossCountry's negligence, but CrossCountry is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of CrossCountry's breach or if they were contemplated by you and CrossCountry at the time you registered or logged in to use the Hotspot.

8.8. CrossCountry is not responsible to you for losses which you suffer due to any event beyond CrossCountry's reasonable control.

8.9. CrossCountry endeavours to provide a high standard of wi-fi service at all times, however, due to the nature of the service, faults and technical difficulties and/or loss of signal may lead to temporary unavailability of the Hotspot and the operation of the Hotspot may be adversely affected by conditions and performance outside CrossCountry's control including but not limited to transmission, communication links between CrossCountry and you and between the networks and services provided by CrossCountry's suppliers and the mobile Internet network provider.

8.10. The Internet and wi-fi connections to the Internet are not secure networks or a secure means of accessing the network. CrossCountry cannot guarantee the security or privacy of the Hotspot, the device you use to access the Hotspot or any information or communications to/from the Hotspot.

8.11. It is your responsibility to ensure that you protect your own data and/or software against viruses, hacking or other third party intrusions. CrossCountry is not responsible to you for losses which you suffer due to your failure to appropriately and adequately protect your device from contamination, hacking or third parties or from your failure to back-up the content of your device.

8.12. CrossCountry is not responsible for the content on the Internet including information contained in websites or any third party information provided through the Hotspot and will not be liable to you for any losses you suffer as a result of using third party websites.

The following terms of this paragraph 8 set out below only apply if you are using the Hotspot for business or commercial purposes and to the extent you use the Hotspot for business or commercial purposes:

8.13. The Hotspot is provided on an "as is" and "as available" basis and CrossCountry makes no warranties or representations whether express or implied in relation to the Information, including implied warranties or conditions of completeness, accuracy, satisfactory quality or fitness for a particular purpose.

8.14. Except as set out above in this paragraph 8, CrossCountry is not liable to you in contract, tort, negligence, and statutory duty or otherwise for any indirect or consequential loss or damage whatsoever or for any direct or indirect losses arising from or in connection with the Hotspot or these Terms and Conditions in so far as they relate to:

8.14.1. loss of business, profits or revenue;

8.14.2. loss of or damage to goodwill;

8.14.3. loss of savings;

8.14.4. loss of use;

8.14.5. business interruption; or

8.14.6. loss or corruption of any data or information (save to the extent we are the data controller of such data and it is personal data (all as defined under current data protection legislation in England)).

9. Registration
9.1. In standard accommodation, purchasing a Hotspot Voucher and receiving an access code allows you to use the Hotspot for your personal use only and you agree not to register on behalf of any other person or entity. In purchasing a Hotspot Voucher we will ask you to supply personal details, and it is your responsibility to ensure they are correct. You are responsible for keeping your details confidential. You should not permit other people to use your personal details and access codes and you are responsible for preventing any unauthorised use. If you discover you have made a mistake with your personal details after you have submitted them to CrossCountry, please contact the WiFi service desk by emailing [email protected] or telephoning on 0330 088 1270 immediately so the mistake can be rectified as soon as possible (lines manned 05.00 to 02.00 each day, calls will be charged at local rate from a BT landline. Calls from other operators and mobiles may vary and may cost more).

9.2. You should contact CrossCountry as soon as possible if you believe that anyone has obtained your personal details and / or access codes without your permission or if you become aware of any other breach of security on the Hotspot.

10. Intellectual Property
The User acknowledges that all copyright, trade marks and all other intellectual property rights in the Hotspot shall remain vested in CrossCountry or its licensor.

11. Suspension and Termination
CrossCountry shall have the right to immediately terminate your use and access to the Hotspot and/or suspend your ability to use or access the Hotspot, if CrossCountry (acting reasonably) believes you have committed or are likely to commit a breach of these Terms and Conditions.

12. User Date
12.1. CrossCountry will deal with your personal data in compliance with the current data protection legislation in England and in accordance with CrossCountry Privacy Policy.

12.2. CrossCountry cannot guarantee the security or privacy of the Hotspot and any information or communication to or from the Hotspot by the User.

13. Hotspot Vouchers- How the Contract is formed between you and CrossCountry
13.1. CrossCountry's order process allows you to check and amend any errors before submitting your order to CrossCountry. Please take the time to read and check your order at each page of the order process.

13.2. After you place an order, you will receive an e-mail from CrossCountry acknowledging that CrossCountry have received and accepted your order ("Dispatch Confirmation"). The contract between you and CrossCountry will only be formed when CrossCountry send you the Dispatch Confirmation (the "Contract").

13.3. If we are unable to supply you with a Hotspot Voucher for any reason, CrossCountry will inform you of this by e-mail and CrossCountry will not process your order. If you have already paid for the Hotspot Voucher, CrossCountry will refund you the full amount as soon as possible.

14. Wifi Refunds Policy
14.1. We recognise that on occasions you may not be able to access the Hotspot as intended and on this basis we have in place a Refunds Policy, as set out in this paragraph 14, such policy is subject to any of your additional rights under paragraph 15 below.

14.2. If a User has purchased a Hotspot Voucher using any of CrossCountry's tariffs, through any of the available purchase channels, and the User does not get the service the User expected, the User may be entitled to claim a replacement pass for future use, or a full refund. A replacement Hotspot Voucher (or, where applicable, a full refund) will only be issued under the following conditions:

14.2.1. If a Hotspot Voucher is purchased in advance of travel through the pre-sale website (available at the following web page: www.crosscountrytrainswifi.co.uk), the User must have checked before travelling that the service they were travelling on is operated by CrossCountry;

14.2.2. User has not been able to access the Hotspot due to CrossCountry's fault (including cancellation of train service and subsequent use of substitute train service by another operator) and has contacted the CrossCountry WiFi service desk by telephone on 0330 088 1270 or by e-mail on [email protected] within the active period of the Hotspot Voucher purchased;

14.2.3. The request for a replacement Hotspot Voucher is made within seven (7) days of the purchase of the original Hotspot Voucher;

14.2.4. The User has contacted the CrossCountry WiFi service desk by telephone on 0330 088 1270 or by e-mail on [email protected] with details of:

14.2.4.1. the type of Hotspot Voucher purchased;

14.2.4.2. the date and time of purchase;

14.2.4.3. the method of purchase;

14.2.4.4. as much detail as possible of the train service on which the use of the Hotspot Voucher was attempted;

14.2.4.5. the time at which you experienced the issue; and

14.2.4.6. reasons for the claim.

14.3. Claims for a replacement Hotspot Voucher or refund will not be considered if one or more of the following conditions is evident:

14.3.1. the device on which the User attempted to access the Hotspot was not properly configured or faulty;

14.3.2. connection speed of Hotspot service is deemed insufficient by the User;

14.3.3. the User is deemed by CrossCountry not to have followed the Fair Usage Policy;

14.3.4. the User is known as a persistent claimant of replacement Hotspot Vouchers with no material evidence to support ongoing claims; and / or

14.3.5. the User does not make the journey for any reason other than as a result of CrossCountry's fault

14.4. Any claims will be verified according to CrossCountry's Hotspot usage records prior to the issue of any replacement Hotspot Voucher or refund. Should CrossCountry agree to a claim, CrossCountry reserves the right to decide whether a replacement Hotspot Voucher or refund is most appropriate and will be calculated on a pro-rata basis, on the type of problem, the length of time you were logged on and the amount paid for the Hotspot Voucher. Please be aware that inactivated Hotspot Vouchers bought through the pre-sale website (available at the following web page: www.crosscountrytrainswifi.co.uk) are valid for 1 year after purchase and are not train, journey or route specific. Refunds for Hotspot Vouchers paid for by credit or debit card via the aforementioned pre-sale website will be refunded electronically to the account used to purchase the Hotspot Voucher.

15. Your Consumer Right of Return and Refund
15.1. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling) Regulations 2000) during the period set out below in this paragraph 15. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the Hotspot Voucher, you can notify CrossCountry of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.

15.2. However this cancellation right does not apply once you have redeemed (or otherwise used) the Hotspot Voucher.

15.3. You may cancel the Contract for up to seven (7) days from the date you receive the Dispatch Confirmation (which is when the Contract between you and CrossCountry is formed) provided that at that point in time, the Hotspot Voucher has not yet been used.

15.4. To cancel the Contract, please contact the CrossCountry WiFi service desk via telephone on 0330 088 1270 or by e-mail on [email protected]. You may wish to keep a copy of your cancellation notification for your own records. If you send CrossCountry your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent CrossCountry the e-mail or posted the letter to us. If you call CrossCountry to notify them of your cancellation, then your cancellation is effective from the date you telephone us.

15.5. You will receive a full refund of the price you paid for the Hotspot Voucher. We will process the refund due to you as soon as possible and, in any case, within thirty (30) calendar days of the day on which you gave CrossCountry notice of cancellation as described in paragraph 15.4. If you returned the Hotspot Voucher to CrossCountry because it was faulty or mis-described, please see paragraph 15.6.

15.6. If you have rejected the Hotspot Voucher under this paragraph 15 because it was faulty or mis-described, we will refund the price of a defective Hotspot Voucher in full.

15.7. We will refund you on the credit card or debit card used by you to pay.

15.8. Details of your legal right to cancel and an explanation of how to exercise it are provided in the Dispatch Confirmation.

15.9. As a consumer, you will always have legal rights in relation to a Hotspot Voucher that is faulty or not as described. These legal rights are not affected by the returns policy in this paragraph 15 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

16. Changes to the Terms & Conditions
CrossCountry reserves the right to change these Terms and Conditions from time to time by placing a note of such change in this file. The User's continued use of the Hotspot following notice of such change shall be deemed to be the User's acceptance of any such change. It is the User's responsibility to check this file regularly to determine whether these Terms and Conditions have been changed. If the User does not agree to any change to these Terms and Conditions then the User must immediately stop using the Hotspot.

17. Severability
Each provision of these Terms and Conditions excluding or limiting liability shall be construed separately, applying and surviving even if for any reason one or other of those provisions is held inapplicable or unenforceable in any circumstances and shall remain in force notwithstanding the termination of these Terms and Conditions howsoever occasioned.

18. No Waiver
If CrossCountry fails to insist that you perform any of your obligations under these Terms and Conditions, or if it does not enforce its rights against you, or if it delays in doing so, that will not mean that CrossCountry has waived its rights against you and will not mean that you do not have to comply with those obligations. If CrossCountry does waive a default by you, it will only do so in writing, and that will not mean that CrossCountry will automatically waive any later default by you.

19. Choice of Law
These Terms and Conditions shall be governed by English law and the parties hereby irrevocably submit to the exclusive jurisdiction of the English Courts. However, if you are a resident of Scotland, you may also bring proceedings in Scotland.

20. Other Information
20.1. These Terms and Conditions and all communications between CrossCountry and you will be conducted in the English language.

20.2. Any notices CrossCountry sends to you will be sent to the most recent e-mail address or postal address provided to CrossCountry by you.

20.3. CrossCountry will not be liable or responsible for any failure to perform, or delay in performance of, any of its obligations under these Terms and Conditions that is caused by an event outside its control.

20.4. An event outside CrossCountry's control means any act or event beyond CrossCountry's reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.

20.5. CrossCountry may transfer its rights and obligations under these Terms and Conditions, to another organisation, and CrossCountry will always notify you in writing if this happens, but this will not affect your rights or CrossCountry's obligations under these Terms and Conditions.

20.6. These Terms and Conditions are a contract between you and CrossCountry. Unless you are aged under 18 and are using the Hotspot with the consent of your parents/guardian, neither you nor CrossCountry intend that these Terms and Conditions will be enforceable by anyone except you and CrossCountry whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

21. Contact Us
If you are not satisfied by the Hotspot service you receive, please contact the Wi-Fi support helpdesk by emailing [email protected] or telephoning on 0330 088 1270. Alternatively, you can contact CrossCountry's customer relations team by emailing customer.[email protected] or telephoning 03447 369 123.

1. Ten minute reservations are for use by customers who hold a valid rail ticket. A Ten minute reservation does not replace your travel ticket. You may only use Anytime and Off Peak tickets in conjunction with a Ten minute reservation. You may not use Advance purchase ticket types that specify the date and train on which you must travel.
2. Ten minute reservations are offered subject to availability. No charge is made by CrossCountry for use of this service, but your mobile service provider may do so. Please check with them for details.
3. Ten minute reservations are provided on a 'best endeavours' basis and offered in limited numbers on a first-come, first served basis on specified trains. Obtaining a Ten minute reservation does not guarantee that we will be able to provide you with a seat if we are prevented from doing so by service disruption or other operational reasons beyond our control.

1. Catering services are not available on all trains or routes.
2. Products are subject to change and alternatives may be supplied.
3. Alcoholic beverages are sold and served to over-18's only.
4. We can't guarantee we will be able to deliver products if you are not seated in your reserved seat. If you are not seated in your reserved seat you should make yourself known to the on board staff as soon as possible.
5. Payment will be required at the point of delivery.
6. We will endeavour to deliver in the preferred time slot but it's not guaranteed.
7. You must bring your confirmation email with you as proof of your order.
8. During times of service disruption we will endeavour to deliver your order but this cannot be guaranteed.

1. The 10% discount is available for CrossCountry Advance tickets only which are exclusively for use on CrossCountry trains.
2. The discount is not available against other train company tickets or other fare types.
3. The CrossCountry Advance tickets will only be valid on the CrossCountry network - the tickets will not be accepted by other train operators.
4. If part of your journey is with another operator then you must buy a valid ticket for that part of the route. For details of the CrossCountry network, please visit: www.crosscountrytrains.co.uk.
5. CrossCountry Advance tickets are subject to availability.
6. Bookings with more than one CrossCountry Advance ticket will generate a 10% discount per ticket.
7. A verified TOTUM account must be used to be eligible for the discount.
8. XC Trains Ltd do not take responsibility for loss of TOTUM cards and no discount will be available without a valid card regardless of circumstances.
9. The National Conditions of Travel apply for travel on all CrossCountry trains.
10. You must carry proof of TOTUM membership with you on your journey and present it to rail staff on request.
11. CrossCountry reserve the right to withdraw this offer or amend these Terms and Conditions at any time without notice.

1. The 10% discount is available for CrossCountry Advance tickets only which are exclusively for use on CrossCountry trains.
2. The discount is not available against other train company tickets or other fare types.
3. Discounts apply to both Adult and Child fares and are available on both standard and First Class Advance fares.
4. CrossCountry Advance tickets are subject to availability.
5. Please note that the PIN code only be used once for one transaction.
6. The booking made with the pin code can be for a maximum of 9 people travelling.
7. All tickets purchased in the transaction must be going from and to the same outward and return destinations.
8. The discount can only be applied to CrossCountry Advance tickets, the maximum number of tickets which can be purchased is 18 (nine x Advance tickets in the outward direction and nine x Advance tickets in the return direction).
9. The date of travel must be the same for all outward journeys and the same for all return journeys.
10. Bookings with more than one CrossCountry Advance ticket will generate a 10% discount per ticket.
11. PIN codes can only be issued once. CrossCountry will not take responsibility for any lost or deleted PIN codes - replacements cannot be issued.
12. The CrossCountry Advance tickets will only be valid on the CrossCountry network - the tickets will not be accepted by other train operators. For details of the CrossCountry network, please see our route map.
13. The 'CrossCountry & Connections' Advance tickets are not valid in conjunction with this promotion, even if the journey is made solely on CrossCountry trains.
14. If part of your journey is with another operator then you must buy a ticket for that part of the route.
15. The National Rail Conditions of Travel apply for travel on all CrossCountry trains.
    CrossCountry reserves the right to withdraw this offer or amend these terms and conditions at any time without notice.
16. The cash redemption value of this voucher is 0.001p

1. The Promoter of these prize draws is XC Trains Limited of 5th Floor, Cannon House, 18 Priory Queensway, Birmingham B4 6BS.
2. The prize draws are open to all UK residents (excluding Northern Ireland) aged 18 years or over except employees of the Promoter or its holding or subsidiary companies, their families agents or any third party directly associated with administration of the prize draws.
3. This prize draws are free to enter but internet access and your own genuine personal Facebook account are required.
4. To enter into a prize draw, simply visit the Promoter’s Facebook page (https://www.facebook.com/CrossCountrytrains/) and reply to the Promoter’s “#WednesdayWinner” post with the tag “#XCWednesdayWinner”.
5. Only one entry per person per prize draw is permitted.
6. These prize draws will run one Wednesday per month from 06/04/22 until 21/12/22.
7. The opening date of each prize draw will be 09:00 hrs every Wednesday and the closing date of each prize draw is 23:59 hrs the same day. Entries received outside this timeframe will not be valid.
8. The Promoter accepts no responsibility for entries not successfully completed dues to a technical fault, technical malfunction computer hardware or software failure, satellite, network or server failure of any kind.
9. One winner for each prize draw will be randomly selected by a computer process the day after the applicable closing date stated in condition 7(the “Draw Date”).
10. Each winner will receive the prize of two First Class return rail tickets for travel on the Promoter’s rail services on the Promoter’s rail network (https://www.crosscountrytrains.co.uk/stations-destinations/route-map). Travel must be used within 12 months from the day after the day the prize is delivered. Travel dates are subject to availability and must be booked in advance. All travel is subject to the National Rail conditions of Travel (http://www.nationalrail.co.uk/times_fares/46427.aspx).
11. Any costs incidental to the fulfilment of a prize other than the delivery of such by post are the responsibility of each winner.
12. Each winner will be notified on the relevant Draw Date by way of private message via the Facebook account they used to enter and will be provided with details of to how to claim their prize and how to organise travel. If a winner does not claim their prize before midnight on the Tuesday following the applicable Draw Date then the prize will be forfeited, and the Promoter will be entitled to select another winner in accordance with the process described above.
13. The prizes will be sent to the winners by post within 5 days of the Promoter receiving the winner’s postal address. The winner is responsible for providing their correct postal address and the Promoter will not accept responsibility for any lost prizes and replacements cannot be sent.
14. Prizes are non-exchangeable non- negotiable non- transferable and no cash alternative is offered.
15. The Promoter reserves the right to replace any prize with an alternative prize of equal or higher value if circumstances beyond the Promoter’s control makes it necessary to do so.
16. The decision of the Promoter regarding any aspect of these prize draw is final and binding and no correspondence will be entered into about it.
17. The Promoter must either publish or make available information that indicates that valid awards have taken place. To comply with this obligation the Promoter send the surname and county of major prize winners and, if applicable copies of their winning entries, to anyone who writes to the address set out in condition 1 (enclosing a self-addressed envelope) within 30 days of the relevant closing date stated in condition 7. If you object to any or all of your surname, county and winning entry being published or made available, please contact the Promoter at the address set out in condition 1. In such circumstances, the Promoter must still provide the information and winning entry to the Advertising Standards Authority on request.
18. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry, or refuse to award a prize to anyone in breach of these terms and conditions.
19. The Promoter reserves the right to hold void, suspend, cancel, or amend these prize draws where it becomes necessary to do so.
20. Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate any winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up a prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected.
21. Personal data provided by you in entering any of these prize draws will be processed by the Promoter for the purpose of administering the prize draw. Entry to any of these prize draws will be deemed as your consent to this processing. If you do not wish your personal data to be processed in this way, please do not enter any of these prize draws.
22. Personal data supplied during the course of these prize draws may be passed on to third party suppliers only insofar as required for fulfilment/delivery/arrangement of the prize. If you do not wish your personal data to be processed in this way, please do not enter any of these prize draws.
23. Any other processing of personal data (other than as set out at clauses 21 and 22 above) supplied during the course of these prize draws will only processed as set out in the promoter’s privacy policy (https://www.crosscountrytrains.co.uk/privacy-policy). Please also see condition 17 with regards to the announcement of winners. If you do not wish your personal data to be processed in this way, please do not enter any of these prize draws.
24. These prize draws are in no way sponsored, endorsed, or administered by or associated with Facebook and entrants hereby acknowledge and agree that Facebook has no liability whatsoever in respect of these terms and conditions nor the prize draws to which they relate.
25. These prize draws shall be governed by English law, and the parties submit to the jurisdiction of the English courts.

1. The promoter of this prize draw is XC Trains Limited whose correspondence address is 5th Floor, Cannon House, 18 Priory Queensway, Birmingham B4 6BS (the “Promoter”). 
2. The prize draw is open to all Great Britain residents in receipt of a “Customer Research Survey” email sent on behalf of the Promoter on or around 09/06/23 (the “E-mail”). Please note, the Email will only be sent to individuals whom have previously signed up to receive marketing correspondence from the Promoter. 
3. The prize draw is not open to employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw.  
4. Entrants under the age of 18 must obtain parental consent before entering the prize draw 
5. The prize draw is free to enter, and no purchase is necessary however internet access is required. 
6. To enter the prize draw you must fully complete the survey by following the link included in the E-mail and press submit to upload your completed survey. Entries are limited to one per person and surveys that have not been properly completed will not be entered into the prize draw. 
7. The opening date for entries is 09/06/23 . The closing date of the prize draw is 20/06/23. Entries received outside this time frame will not be valid. 
8. The Promoter accepts no responsibility for entries not successfully completed due to a technical fault technical malfunction, computer hardware or software failure, satellite, network or server failure of any kind 
9. The Promoter will not accept prize draw entries that are completed by third parties or in bulk, have been altered, reconstructed, forged or tampered with, or are incomplete. 
10. There will be one winner of this prize draw who will be chosen by random draw performed by a computer process on or around 21/06/23 (the “Draw Date”). 
11. The winner will receive the prize of two First Class return rail tickets for travel on the Promoter’s  rail network (further details are available at the following link: https://www.crosscountrytrains.co.uk/stations-destinations/route-map). 
12. Dates and times for rail travel are subject to availability and when claiming their prize in accordance with condition 14, the winner must give the Promoter at least ten (10) working days notice prior to the intended date of travel. Outbound travel must be completed on or before 01/06/24 and all travel is subject to the National Rail Conditions of Travel (http://www.nationalrail.co.uk/times_fares/46427.aspx). 
13. Any costs incidental to the fulfilment of the prize (other than the delivery of such to the winner in accordance with these terms and conditions) are the responsibility of the winner and the winner will be responsible for ensuring that they and any person travelling with them are available to travel on their chosen dates. 
14. Entrants will be notified if they have been selected as the winner by email (using the details provided on entry) within seven (7) days of the Draw Date. When notifying the winning entrant, the Promoter will issue a claim form which the winner must complete, specifying the intended dates of travel and return to the Promoter to claim their prize. It is the winner’s responsibility to ensure that they provide the correct details on the claim form. 
15. If the winner does not respond to the Promoter to accept their prize within seven (7) days of being notified of their win by completing and returning the claim form, then the winner’s prize will be forfeited and the Promoter will be entitled to select another winner in accordance with the process set out above. 
16. The prize will be sent to the winner via email within seven (7) days of the Promoter  receiving the winner’s completed claim form.
17. The prize is non-exchangeable, non-transferable and no cash alternative is offered. 
18. The Promoter reserves the right to substitute the prize with a prize of equal of greater value if circumstances beyond the Promoter’s control makes it necessary to do so. 
19. The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it. 
20. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry or refuse to award the prize to anyone in breach of these terms and conditions.
21. The Promoter reserves the right to hold void, suspend, cancel, or amend the prize draw where it becomes necessary to do so. 
22. Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winners or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected. 
23. The Promoter must either publish or make available information that indicates that a valid award took place. To comply with this obligation the Promoter will send the surname and county of any major prize winner and, if applicable copies of their winning entries, to anyone who writes to the address set out in condition 1 (enclosing a self-addressed envelope) within four weeks of the Draw Date stated in condition 10. If you object to any or all of your surname, county and winning entry being published or made available, please contact the Promoter at the address set out in condition 1. In such circumstances, the Promoter must still provide the information and winning entry to the Advertising Standards Authority on request. 
24. Personal data provided by you in entering this prize draw will be processed by the Promoter for the purpose of administering this prize draw. Entry to this prize draw will be deemed as your consent to this processing. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 
25. Personal data supplied during the course of this prize draw may be passed on to third party suppliers only insofar as required for fulfilment/delivery/arrangement of the prize. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 
26. In addition to the processing of personal data set out at clauses 24 and 25 above, personal data supplied during the course of this prize draw will be processed as set on in the promoter's privacy policy (https://www.crosscountrytrains.co.uk/privacy-policy). Please also see condition 23 with regards to the announcement of winners. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 
27. The prize draw shall be governed by English law, and the parties submit to the jurisdiction of the English courts. 

1. The promoter of this prize draw is XC Trains Limited whose correspondence address is 5th Floor, Cannon House, 18 Priory Queensway, Birmingham B4 6BS (the “Promoter”). 2. The prize draw is open to all Great Britain residents in receipt of a “Actives Survey” email sent on behalf of the Promoter on 06/09/22 (the “E-mail”). Please note, the Email will only be sent to individuals whom have previously signed up to receive marketing correspondence from the Promoter. 3. The prize draw is not open to employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw. 4. Entrants under the age of 18 must obtain parental consent before entering the prize draw 5. The prize draw is free to enter, and no purchase is necessary however internet access is required. 6. To enter the prize draw you must fully complete the survey by following the link included in the E-mail and press submit to upload your completed survey. Entries are limited to one per person and surveys that have not been properly completed will not be entered into the prize draw. 7. The opening date for entries is 06/09/22. The closing date of the prize draw is 13/09/22. Entries received outside this time frame will not be valid. 8. The Promoter accepts no responsibility for entries not successfully completed due to a technical fault technical malfunction, computer hardware or software failure, satellite, network or server failure of any kind 9. The Promoter will not accept prize draw entries that are completed by third parties or in bulk, have been altered, reconstructed, forged or tampered with, or are incomplete. 10. There will be one winner of this prize draw who will be chosen by random draw performed by a computer process on or around 15/09/22 (the “Draw Date”). 11. The winner will receive the prize of two First Class return rail tickets for travel on the Promoter’s rail network (further details are available at the following link: https://www.crosscountrytrains.co.uk/stations-destinations/route-map). 12. Dates and times for rail travel are subject to availability and when claiming their prize in accordance with condition 14, the winner must give the Promoter at least ten (10) working days notice prior to the intended date of travel. Outbound travel must be completed on or before 31/01/23 and all travel is subject to the National Rail Conditions of Travel (http://www.nationalrail.co.uk/times_fares/46427.aspx). 13. Any costs incidental to the fulfilment of the prize (other than the delivery of such to the winner in accordance with these terms and conditions) are the responsibility of the winner and the winner will be responsible for ensuring that they and any person travelling with them are available to travel on their chosen dates. 14. Entrants will be notified if they have been selected as the winner by email (using the details provided on entry) within seven (7) days of the Draw Date. When notifying the winning entrant, the Promoter will issue a claim form which the winner must complete, specifying the intended dates of travel and return to the Promoter to claim their prize. It is the winner’s responsibility to ensure that they provide the correct details on the claim form. 15. If the winner does not respond to the Promoter to accept their prize within seven (7) days of being notified of their win by completing and returning the claim form, then the winner’s prize will be forfeited and the Promoter will be entitled to select another winner in accordance with the process set out above. 16. The prize will be sent to the winner via email within seven (7) days of the Promoter receiving the winner’s completed claim form. 17. The prize is non-exchangeable, non-transferable and no cash alternative is offered. 18. The Promoter reserves the right to substitute the prize with a prize of equal of greater value if circumstances beyond the Promoter’s control makes it necessary to do so. 19. The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it. 20. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry or refuse to award the prize to anyone in breach of these terms and conditions. 21. The Promoter reserves the right to hold void, suspend, cancel, or amend the prize draw where it becomes necessary to do so. 22. Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winners or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected. 23. The Promoter must either publish or make available information that indicates that a valid award took place. To comply with this obligation the Promoter will send the surname and county of any major prize winner and, if applicable copies of their winning entries, to anyone who writes to the address set out in condition 1 (enclosing a self-addressed envelope) within four weeks of the Draw Date stated in condition 10. If you object to any or all of your surname, county and winning entry being published or made available, please contact the Promoter at the address set out in condition 1. In such circumstances, the Promoter must still provide the information and winning entry to the Advertising Standards Authority on request. 24. Personal data provided by you in entering this prize draw will be processed by the Promoter for the purpose of administering this prize draw. Entry to this prize draw will be deemed as your consent to this processing. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 25. Personal data supplied during the course of this prize draw may be passed on to third party suppliers only insofar as required for fulfilment/delivery/arrangement of the prize. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 26. In addition to the processing of personal data set out at clauses 24 and 25 above, personal data supplied during the course of this prize draw will be processed as set on in the promoter's privacy policy (https://www.crosscountrytrains.co.uk/privacy-policy). Please also see condition 23 with regards to the announcement of winners. If you do not wish your personal data to be processed in this way, please do not enter this prize draw. 27. The prize draw shall be governed by English law, and the parties submit to the jurisdiction of the English courts.

1. The discount is not available against other train company tickets or other fare types.
2. Discounts apply to both Adult and Child fares and are available on both standard and First Class Advance fares.
3. CrossCountry Advance tickets are subject to availability.
4. Please note that the discount code shown in your e-mail can only be used once for one transaction.
5. The 10% discount can only be applied once. The discount will become void if you decide to change your Advance ticket.
6. The booking made with the discount code can be for a maximum of 8 people travelling.
7. All tickets purchased in the transaction must be going from and to the same outward and return destinations.
8. The discount can only be applied to CrossCountry Advance tickets, the maximum number of tickets which can be purchased is 16 (eight x Advance tickets in the outward direction and eight x Advance tickets in the return direction).
9. The date of travel must be the same for all outward journeys and the same for all return journeys.
10. Bookings with more than one CrossCountry Advance ticket will generate a 10% discount per ticket.
11. The discount code is only valid for bookings made within 30 days of receipt of your e-mail.
12. Discount codes can only be issued once. CrossCountry will not take responsibility for any lost or deleted codes - replacements cannot be issued.
13. The CrossCountry Advance tickets will only be valid on the CrossCountry network - the tickets will not be accepted by other train operators.
14. If part of your journey is with another operator, then you must buy a ticket for that part of the route.
15. The National Rail Conditions of Carriage apply for travel on all CrossCountry trains.
16. CrossCountry reserves the right to withdraw this offer or amend these terms and conditions at any time without notice.
17. The cash redemption value of this voucher is 0.001p. The 10% discount is available for CrossCountry Advance tickets only which are exclusively for use on CrossCountry trains.

1. The 20% discount is available for CrossCountry Advance tickets only which are exclusively for use on CrossCountry trains.
2. The discount is not available against other train company tickets or other fare types.
   Discounts apply to both Adult and Child fares and are available on both standard and First Class Advance fares.
3. CrossCountry Advance tickets are subject to availability.
4. Please note that the PIN code shown in your e-mail can only be used once for one transaction.
5. The 20% discount can only be applied once. The discount will become void if you decide to change your Advance ticket.
6. The booking made with the pin code can be for a maximum of 9 people travelling.
7. All tickets purchased in the transaction must be going from and to the same outward and return destinations.
8. The discount can only be applied to CrossCountry Advance tickets, the maximum number of tickets which can be purchased is 18 (nine x Advance tickets in the outward direction and nine x Advance tickets in the return direction).
9. The date of travel must be the same for all outward journeys and the same for all return journeys.
10. Bookings with more than one CrossCountry Advance ticket will generate a 20% discount per ticket.
11. The PIN code is only valid for bookings made within 30 days of receipt of your e-mail. PIN codes can only be issued once. CrossCountry will not take responsibility for any lost or deleted PIN codes - replacements cannot be issued.
12. The CrossCountry Advance tickets will only be valid on the CrossCountry network - the tickets will not be accepted by other train operators. For details of the CrossCountry network, please see our route map.
13. The 'CrossCountry & Connections' Advance tickets are not valid in conjunction with this promotion, even if the journey is made solely on CrossCountry trains.
14. If part of your journey is with another operator, then you must buy a ticket for that part of the route.
15. The National Rail Conditions of Travel apply for travel on all CrossCountry trains.
16. CrossCountry reserves the right to withdraw this offer or amend these terms and conditions at any time without notice.
17. The cash redemption value of this voucher is 0.001p.

Delay Repay Terms & Conditions

If your journey was delayed by 30 minutes or more, irrespective of the cause, you will be entitled to claim compensation under our Delay Repay scheme and in line with our Passenger Charter. You will receive compensation based on the following guidelines:

Delays of 30-59 minutes

50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket.

Delays of 60-119 minutes

100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket.

Delays of 120+ minutes

If either or both the outward or return legs of your journey are delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket

How to Apply for Delay Repay

Please print and complete a Delay Repay form (PDF) or complete our online Delay Repay form. Please make your claim within 28 days of the date of the delay.

We do not normally accept claims for compensation if trains are delayed or cancelled and you were aware of the delay before you bought your ticket.

In the event that we introduce an emergency timetable, compensation will be based on the emergency timetable.

Season Ticket Delay Repay

In the case of Season tickets, Delay Repay compensation is calculated based on the proportional single ticket price paid for that journey. For example, the daily proportional cost of a seven day ticket is calculated based on an assumption that ten single journeys are made per working week (five return journeys).

The value of a single Season ticket journey is as follows:

• Annual Season ticket: 1/464 x total price
• Quarterly Season ticket: 1/130 x total price
• Monthly Season ticket: 1/40 x total price
• Weekly Season ticket: 1/10 x total price

Individual season ticket compensation calculations may differ, depending on the ticket validity.

Should a period of sustained poor performance be experienced, we will consider compensating Season ticket holders over and above the arrangements outlined. In doing so, we will consult Transport Focus, the independent national rail consumer watchdog.

Your Compensation Checklist

So that we can process your application and get your compensation back to you, please make sure that you let us have:

• Either the original ticket, or in the case of Season tickets a photocopy of the ticket and your photocard, your booking confirmation e-mail, or your unique journey number.
• Your name and the address for our reply.
• Information about your journey, including the date you travelled, where you were travelling from and to, and how long you were delayed.

We normally issue compensation using either Rail Travel Vouchers, PayPal, or BACS.  Please confirm when you submit your claim how you wish your compensation to be paid.

In accordance with your legal rights as a consumer you may be eligible to a different level or method of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances.  If you believe this applies to your journey, please contact our Customer Relations team 

Many of the stations we serve have automatic ticket gates. These gates are supervised during their hours of operation. If you need to retain your ticket on completion of your journey, instead of using the gates please show your ticket to a member of staff.