We still operate both booked and un-booked Passenger Assistance services for passengers that require this. For information, please visit here.
If your train is cancelled, rescheduled, or significantly disrupted after you’ve bought your ticket and you decide not to travel, you are entitled to a full refund where no admin fee will be charged. Refunds must be requested from your original retailer. This applies for both tickets if you hold two singles tickets for a return journey e.g. Advance fares.
Booked directly through CrossCountry
You can amend your ticket in the 'My Account' section of the website or our App for a change of journey or fee free refund, if eligible.
Please also view our refund information for how to apply.
Booked with a third party
Please contact your original ticket seller.
FAQs
When timetables have been announced, we will publish on our website. Please continue to check back for more information.
Station staff are still available for advice and there are help points at non staffed stations. If you require help whilst traveling you can contact our customer relations by telephone: 03447 369 123 (Monday – Friday: 08:00 – 17:00, Saturday: 08:00- 16:00). Crosscountry’s Passenger Assistance line will remain open between 08:00-20:00 7 days a week.
Alternatively you can contact our Social Media team on Facebook via Crosscountry Trains or X @crosscountryuk available 24/7. On-board staff are also there to help during your journey.
If your train is cancelled, you are entitled to a full refund if you did not use your ticket on another service.
To claim your refund please contact our web support team using the following:
- Email: [email protected]
- Phone: 0371 244 2389
- Our Web Support lines are open Monday – Sunday: 08:00-17:00
If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you will be entitled to compensation.
For more information and how to claim, please visit our Delay Repay page.
Journeys in the future will not be processed, please only submit a Delay Repay claim after the originally planned travel date.
Booked directly through CrossCountry?
You can amend your ticket in the ‘my account’ section of the website or our App.
Please view our refund information for how to amend your ticket.
Booked directly with CrossCountry and want a refund?
Train cancelled
If your train was cancelled, you are entitled to a full refund.
Please view our refund information for how to apply.
Train still running
You are entitled to a fee free refund or change of journey, should you choose not to travel. Please view our refund information for how to apply.
Advance tickets
If you have 2 x Advance tickets (outbound and a return), to be used as a return journey, you are eligible for a fee-free refund or a change of journey for any unused legs/tickets, if one (either) of the legs is scheduled for a strike day. The ticket(s) need to have been purchased directly with CrossCountry. Please view our refund information for how to apply.
Booked with a third party
Please contact your original ticket seller.
Please check your journey before you travel, it is possible your pre-booked train has been cancelled.
If you still wish to travel, please sit in any available seat. Our unreserved coaches are Coach B and H (where available). You can find the formation of your train on the day via Realtime Trains.
Please note: Our Turbostar trains no longer have seat reservations.
If you still wish to travel, please sit in any available seat. Our unreserved coaches are Coach B and H (where available). You can find the formation of your train on the day via Realtime Trains.
Please note: our Turbostar trains no longer have seat reservations.
We have temporarily suspended the sale of Advance fares on strike days until the timetable for the strike days have been finalised. We don’t want to mislead customers into thinking that we are able to run a full service or sell them tickets for trains that may not run.
It is likely that we will be running many fewer services on strike days and so we don’t want to sell tickets to more passengers than we can accommodate.
Whilst Anytime and Off-Peak fares will still show for strike days, we would encourage customers to wait until the day of travel or until the timetable is confirmed before buying a ticket. Once we know which trains are running, some Advance fares will be back on sale.
Customer Information Pledges
We've been working with our industry partners to keep you better informed when things go wrong.
