Upgrade with Seatfrog

Frequently Asked Questions

What is Seatfrog?

Seatfrog is an app that lets TransPennine Express customers bid for an upgrade to First Class when they’ve bought an eligible Standard Class ticket and are travelling on an eligible service which has availability in First Class.

What ticket types are eligible for an upgrade?

Seatfrog currently supports Standard Class Advance, Anytime, Off-Peak, Super Off-Peak and season tickets, booked on selected services operating 7 days a week.

How does Seatfrog work?

Enter your Standard Class trip details or booking reference to get started and Seatfrog will show you any upgrades available on your train. Seatfrog will let you know 24hrs before departure if an auction starts. You can then place as many bids as you like in each auction you join before the auction ends. If you win, Seatfrog will take your payment and give you a First Class upgrade barcode straight to your phone so you can take your seat and relax.

Can I pay for an upgrade without the auction?

Yes, there is an ‘Upgrade Now’ price in Seatfrog. You can ‘Upgrade Now’ anytime between adding your trip to 30 mins before departure.

Who can take part in an auction?

Customers who book online through the TransPennine Express website or app, or any 3rd party booking channel authorised to sell TransPennine Express tickets. You must be at least 18 years old to take part in a Seatfrog auction.

When do auctions run?

Auctions start approximately 24 hours before and end 30 minutes before your train departs from its origin station.

How do I claim my upgrade?

If you win, Seatfrog will issue you a First Class upgrade barcode straight to your phone. You’ll also receive this in a confirmation email with your upgrade receipt. Present your new First Class barcode alongside your existing Standard Class ticket to your Conductor who will scan both tickets.

How many seats are available to upgrade on each service?

Availability depends on how busy a service is. Seatfrog won’t allow you to bid for more seats than are available in an auction and also doesn’t run on trains that are expected to be busy.

Does it cost me anything?

It’s free to bid for an upgrade - you only have to pay if you win. Seatfrog also has a £3 platform fee which is added on at checkout.

How do I know when an auction starts?

Auctions start approximately 24 hours before departure. Just make sure you turn notifications on and Seatfrog will do the rest, letting you know when an upgrade is available and an auction starts.

Can I bid for multiple upgrades?

Yes, just choose how many upgrades you want and start bidding. Seatfrog won’t let you select more upgrades than are available on the service. Everyone you’re bidding for must hold an eligible Standard Class ticket to travel. Seatfrog will try to accommodate your group as best as possible. However, due to seating being allocated in advance, it can’t be guaranteed that you’ll be sitting together with your travelling companion(s). If on the rare occasion you’re not seated with your travel companion, you can move to another unreserved seat in the First Class carriage.

How many bids can I place in an auction?

You can bid as many times as you like. For bids to be accepted they must be higher than the reserve or current price in the auction. To win make sure you have the highest bid when time’s up.

Can I see other people’s bids?

Your bid is hidden from other bidders, and you can’t see theirs either.

How do I pay for my upgraded ticket?

Simple. As soon as you want to place a bid, Seatfrog will ask you to register your preferred payment card and this will be charged if you win the upgrade.

Do I get a receipt?

Yes, Seatfrog generates a tax receipt with your First Class upgrade barcode and emails you a copy.

Can I pick my seat?

Seatfrog will automatically place you in the best seat available as soon as you win the upgrade. If you’re travelling with someone, Seatfrog will do its best to seat you with your travel companion(s), but it can’t always be guaranteed.

Can I use my upgrade at the ticket gates?

Customers should only pass through gates at stations with their original Standard Class ticket.

How do I show the Conductor my new ticket?

Show the Conductor your new First Class upgrade barcode in the Seatfrog app along with your original Standard Class ticket. The Conductor will check both tickets.

What happens if my train is delayed or cancelled?

If you win an upgrade and your journey is delayed, you may still be able to use your upgrade. Please contact your travel provider for more information. Upgrades are also eligible for Delay Repay compensation if you arrive at your final destination delayed by 15 minutes or more.

If your trip is cancelled, you will need to contact your travel provider directly. Seatfrog will stop auctions if there is any expected disruption and further upgrades will not be available for affected services.

What happens if I miss my train?

You can only use your Seatfrog upgrade on the selected service, so if you miss your train, unfortunately, you won’t be able to use your upgrade on a later service.

What happens if my phone runs out of battery?

If you can't produce your Seatfrog upgrade and your original ticket to the Conductor you may be asked to pay the full cost of a First Class ticket. You’ll also receive your upgrade via email so please make sure your phone is charged.

What if I need help?

You can access the ‘Help’ section in the Seatfrog app or website, or email Seatfrog at help@seatfrog.com

Auction winners and participants that require Assisted Travel can pre-book assistance with as little as 2 hours' notice before you travel. Our dedicated Passenger Assist Team is available 24 hours a day, 7 days a week to book your assistance. Use our online form or call our Assisted Travel team on 0800 107 2149.

Customers who are deaf or hard of hearing can use the Text Relay service by adding the prefix 18001 in front of the number. A relay assistant will translate your call to text with the Next Generation Text service. Our lines are open 06:00 to 23:00 daily, where our customer service staff will be happy to help you make your booking.

What do I get with the upgrade?

Seatfrog upgrades come with the same benefits of a normal TransPennine Express First Class ticket. Check out the latest list of First Class features.

Terms and Conditions

*Catering is available on selected services and is subject to catering operation hours. Find out more about our catering offering.

This Seatfrog upgrade auction offer can only be used by customers and accompanying travellers on the same booking reference, with a valid Standard Class ticket, travelling on eligible TransPennine Express (TPE) services. There are no restrictions on which Standard Class tickets can engage in the auction.
Each Seatfrog upgrade is valid for a single person and is for the one-way journey on the stipulated date and time only. Upgrades are not transferable even if the original ticket allows travel in Standard Class on other TPE trains.
Customers travelling in a group on the same booking reference may participate in a Seatfrog auction to upgrade together. Any member of the group can register with Seatfrog and bid on a number of seats which they specify. Should the member win an auction, the specified number of upgrades will be issued to their device.
Due to the last-minute nature of Seatfrog auctions we cannot guarantee everyone in a group will be seated together.
Upon payment of the upgrade fee, customers are issued with First Class upgrade barcodes for the specified number of upgrades within the Seatfrog app. Each upgrade barcode issued to the customer’s mobile phone must be presented, along with a valid Standard Class ticket, to the Train Manager. Customers must also retain their original Standard Class tickets to pass through station gates. The First Class upgrade barcode is not valid unless accompanied by a valid Standard Class ticket.
Seatfrog charges a platform fee of £3 per upgrade which is in addition to the upgrade fee.
Seatfrog upgrades are verified by the Train Manager. If the customer cannot produce a valid barcode on their mobile device, they will be charged the difference between the appropriate First Class fare and their current ticket fare. It is the customer's responsibility to make sure their mobile device is fully charged, as verification can take place at any point during the journey.
Seatfrog upgrades bought through the Seatfrog app also include access to the TPE First Class Lounge at Huddersfield, if time permits.
Seatfrog upgrades are also eligible for Delay Repay compensation if a service is delayed by 15 minutes or more. Customers will need to include their Seatfrog receipt when they submit a delay repay claim.
The Seatfrog upgrade is non-refundable except where the customer cannot travel because of TPE delays or train cancellation, or where First Class accommodation is unavailable. Reasonable arrangements will be made to accommodate customers on the next available TPE train (although a seat can't be guaranteed), or to refund the upgrade fee paid, provided the journey has not yet commenced.
The TPE First Class complimentary service varies according to date, time of day and the journey being made.
For TPE service related enquiries customers should contact TPE directly. For any App-related enquiries customers should contact Seatfrog by email on help@seatfrog.com.

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