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We have tried to make the new First TransPennine Express website as user friendly as possible. However we appreciate that from time to time you may run into difficulties.

If you wish to contact us by web use the Contact Us form. If you need to contact First TransPennine Express or contact First Group offline you will find all the details within the same area.

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We welcome your comments on how the site may be improved, so please do Contact Us with your suggestions, changes or developments you'd like to see in the future.

Top 10 Frequently Asked Questions

• How do I find out which ticket is best for me?

  New simpler names for train fares have been introduced across the National Rail network so now you can choose your train ticket quickly and easily, getting the best value fare for your journey. Please visit our Tickets Explained page for a breakdown of our different ticket types.

• How do I get my ticket if I book online?

  You can collect your tickets from a Self-service Ticket machine at the station. (You will need the credit/debit card used to make the booking to collect your tickets). Alternatively you can get your tickets delivered to your specified address via first class, next day or same day delivery. When making your booking please read the relevant details supplied for each of these options.

• Who do I contact if I'm having difficulty with an online booking?

  Please contact the Web Sales Support Team at salessupport@firsttranspennine.trainsfares.co.uk, or on 0870 333 4874. This service is provided for First TransPennine Express by a contracted company, so will only be able to deal with online ticket sales. If you have made a booking online please quote your reference number when you contact the Web Sales Support Team. If you are still having problems and wish to use another format to purchase your tickets, please contact our Telesales team on 0845 678 6974 who will be happy to assist with your booking.

• What should I do if I have lost my railcard or ticket?

  Provided you can produce the completed "Receipt" portion of your original application form, then an application for the replacement of a lost or damaged Railcard can be made at any staffed station ticket office. A £5 administration fee will be payable. However, if your Railcard has been stolen and you have obtained a crime reference number/documentation issued by the Police, then a free replacement will normally be made. Please note that you must pay the full fare, which is not refundable, until you have obtained a replacement Railcard.
  
  Railcards purchased online must be replaced online. The same charges will apply to online replacements however customers can only apply for a replacement seven days or more from date of original purchase.
  
  Train companies do not accept responsibility for lost tickets. The National Rail Conditions of Carriage states that lost or mislaid tickets will not be replaced nor will refunds be made in respect of them.

• How do I make a compensation claim or apply for a refund on a used ticket?

  To make a claim on a used ticket, please forward the original journey ticket to our freepost Customer Relations address confirming the details of your claim and full journey information. First TransPennine Express Customer Relations Team ADMAIL 3878 FREEPOST Manchester M1 9YB Tel: 0845 600 1671, Fax: 0845 600 8363 Email: tpecustomer.relations@firstgroup.com If you wish to apply for a refund on an unused ticket, you will need to return this to the retail outlet that issued the ticket. If you purchased your ticket via our Telesales Department, please contact 08456 786 974 or if purchased via our website, please contact our Website Support Team on 0870 333 4874. If your tickets were purchased from a Station Booking Office, please return the tickets to the relevant Booking Office.

• Who should I contact if I leave something on a train?

  All lost property will be retained at the station where it is found or handed in. It will be logged into a central First TransPennine Express database. Customers wishing to enquire about lost property should call 0845 600 1672. It will help if you can tell us the station at which your train terminated. Items not collected within 24 hours will be transferred to a central location. Please note there may be a charge for retrieval of items held for more than 24 hours.

• Can I take my bike on the train?

  Yes. Cycle storage is provided on all trains. Please follow the cycle symbol on the exterior of the train to ensure you enter at the designated cycle storage area. Platform staff can help you with locating this. Reservations can be made at any station with a staffed ticket office. We recommend that you make your cycle reservation at the same time as booking your train ticket. Alternatively, cycle reservations can be made by calling 0845 600 1674 any day between 0800 and 2000. We recommend that you reserve a space as early as possible and at least 24 hours before departure. For more information visit our Cycle Policy page.

• What additional benefits would I get if I travel First Class?

  Enjoy the light and airy first class cabin and the comfortable reclining seats. There are laptop/mobile phone charger sockets at all seats and you can relax with complimentary tea, coffee, water and snacks on our core routes.

• Can I book tickets for a large group of people?

  Yes. Call 0845 600 1674 if you wish to book tickets for a large group. Groups of ten people or more travelling together may qualify for a group discount.

• How do I get in touch with your recruitment department?

  Please visit our Careers section for information on recruitment.