Frequently asked questions

Need some help?

Why are you increasing services when you are still advising people not to travel?
What is the advice for people travelling after 18 May? We have heard reports you are/have increased services.
Do I need to wear a face-mask to board one of your services?
Will there be any catering on your services?
How do I get in touch?

Give our Customer Relations team a call on 0345 600 1671 or submit a question online. 

We're free to chat from 06:00 to 23:00, with our quietest times before 09:00 or after 17:00.

How do I get a same-day response?

Get in touch with the relevant team and they’ll be happy to help:

  • Website sales support: 0344 556 5637 or visit our live web sales support chat

  • Season Tickets: 0345 678 6974

  • Train running information: 0845 748 4950 (National Rail Enquiries)

  • Bike reservation/ group travel: 0345 600 1671 (option 3)

  • Lost property: 0345 600 1672

  • Assisted travel: 0800 107 2149

I need help with a ticket I've bought online

Get in touch with us and have your booking reference number handy:

What compensation am I entitled to if my train was late?
I’ve left something on the train – how do I get it back?

We work with MissingX to track lost property at stations and you can fill out a form online at Find out more about lost property.

Can I buy tickets over the phone?
Can I get a discount for a group booking?
Can I get a refund on unused train tickets?
What if I buy a ticket from a machine at the station and then find it cheaper somewhere else?
Where can I find train station information?
Can I sit in First Class when the train is busy?
Why do I have to show my ticket to the conductor?
Why don't you add extra carriages when it's busy?
Can I take my bike on the train?
How much luggage can I take on a train?
What items can’t I bring on board?

Manchester Airport to Edinburgh from

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