Contact Us

Quality of information is always our top priority. If you have a query, find the right place to get your answer below.

Train companies

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.

Station operators

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.

Railcards

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.

Train information

• 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

Assisted travel

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.

National Rail Enquiries

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

By telephone

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.

By email

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:

• [email protected]

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.

By post

National Rail Enquiries Customer Relations Team

PO Box 8626

Swadlincote

DE11 1JA

Social media

For 24/7 support across the National Rail network, real-time updates and advice on services, message us on X: @nationalrailenq.

Media enquiries

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.