Frequently asked questions

Need some help?

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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