We welcome your feedback, suggestions and ideas to help us to make changes that can develop and grow our business.

If we find any item of lost property left on our trains or stations we will always do our best to contact the owner, where they can be identified. If you lose an item of property on one of our services, please contact our Customer Relations team or email us on the address below. If we find your lost property it will be kept ‘on hand’ at that station for ease of retrieval. After 24 hours, the property will be moved to our central lost property store, where it will be stored for 3 months and from where you will be able to collect it or have it sent to you. We normally charge a collection fee on these items to cover our administration costs.

Our ‘Disabled People’s Protection Policy’ (DPPP) sets out our approach to meeting the requirements of the Department for Transport’s Code of Practice, ‘Train & Station Services for Disabled Passengers’ and describes the arrangements for implementing our Policy. Copies are available at our staffed stations or via our Assisted Travel Helpline, email address or website.

If you are travelling in a group of 10 or more people we ask that you contact our Customer Relations team, who will be able to direct you to trains with sufficient seats for your group and also advise you on the best value for money ticket option as you may qualify for a group discount on your tickets as well.

Complimentary seat reservations are available to all ticket holders on request.

If you get on a train without a valid ticket at a station where the Travel Centre is open, or where a self-service ticket machine available and in working order, you will have to buy the full return fare for your journey. In these circumstances you will not be able to use a railcard on the train, unless you have a Disabled Persons Railcard. Where we discover fare evasion that amounts to deliberate fraud we always bring criminal proceedings. We are determined to stamp out fraudulent travel on our services because it is not fair on those who have paid; to safeguard both your safety and security; and to ensure funding for our investment schemes.

National Express East Coast welcomes cycles on its services and conveys them free of charge, provided it is safe to do. Standard Bicycles Space is limited and there is a maximum number of bikes we can carry on each service. Cycle reservations are compulsory on all of our trains: they are free of charge and should be made 24 hours before travel. Folding bicycles are welcome on all National Express East Coast services and should be stowed in the luggage racks at the end of each coach. They must be folded before boarding and must not be reassembled until you have left the train. For more information and to make cycle reservations please contact us.