Get in touch if you can’t find the information you need on the National Rail website or need additional help
Quality of information is always our top priority. If you have a query, find the right place to get your answer below.
Contact your train company directly for information, comments or complaints about:
Train journeys
Reservations
Service on a train
Delays
Compensation
Rail replacement services
Visit our Find a Train Company page for contact details.
Contact your station operator directly for information, comments or complaints about:
Service at a station
Refunds
Ticket offices
Ticket machines
Accessibility and support
Available facilities, including toilets, baby changing and waiting rooms
Lost property
Luggage storage
Car parking
Visit our Find a Station page for more details about your station.
To find out what Railcards are available, and how to purchase and use them, please visit our National Railcards page.
If you already have a Railcard, you should contact the original retailer of your Railcard directly for information, comments or complaints about:
Eligibility and use
Lost or stolen Railcards
The Railcard app
If you bought your Railcard from National Rail, visit the Railcard website for contact information and FAQs.
If you purchased it from another retailer, including a train company, you should contact them.
Click on a section below to find out more.
The Journey Planner is where you can check your travel, for now or the future, and get information about trains for your entire journey
The Live Trains page lets you see details about the running of a specific train service in real time
The Status and Disruptions page has the most up-to-date information on disruptions, timetable changes and future engineering works
The Ticket Validity Finder tool will tell you when and how you can use your ticket – just enter your ticket information (ticket name, ticket code or restriction code)
The Alerts and Notifications page has details of how to keep updated on your journey
If you would like help with:
Getting around the station
Boarding trains
Ramps on or off trains
Changing trains
Carrying luggage
Assistance for people with non-visible impairments
Getting an Assistance Dog Under Seat card
contact Passenger Assist or use the Passenger Assistance app.
If you are unable to find the answer to your question above, get in touch using the following methods. We can help you with queries about:
Train times
Train fares
Season tickets
National Rail services
For enquiries about:
Train times
Train fares
Season tickets
Call 03457 48 49 50.
Open 24 hours every day except Christmas Day.
For comments and complaints about:
National Rail’s website
National Rail’s phone service
National Rail’s apps
Call 0800 022 3720 or Textphone/minicom: 0845 60 50 600.
Open Monday to Friday from 09:00 to 17:00, including bank holidays.
If you think there is something we should know about our services (the National Rail website, phone service and apps) please get in touch via email:
We will acknowledge your email within 24 hours, and aim to reply within 10 working days.
If you are unhappy with our reply please let us know. If we are unable to resolve your enquiry or complaint, you can visit our Complaints page for more information on next steps.
National Rail Enquiries Customer Relations Team
PO Box 8626
Swadlincote
DE11 1JA
For 24/7 support across the National Rail network, real-time updates and advice on services, message us on X: @nationalrailenq.
For enquiries regarding National Rail services or the rail industry, please contact the Rail Delivery Group media team. The Rail Delivery Group represents train operators and Network Rail.
