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Due to technical issues our help pages are not currently working. In order to receive assistance please call: 0333 202 2222, or try again later.

How to contact us by phone, chat or email


Log into My Booking to -

  • Refund or change your ticket in full. If you only want to change part of the booking the please call instead
  • Check your ticket type and flexibility, as well as see your available travel times
  • View your ticket reference to collect your tickets from a self-service ticket machine
  • Re-print your Print-your-own ticket
Personal account - UK trains

Call us between 08:00 and 22:00 any day of the week.

  • To make a booking, call us on 0871 244 1545. Calls cost 13p per minute plus your phone company's access charge. Calls from outside the UK may cost more.
  • For help with existing bookings, call us on 0333 202 2222, unless you're calling us from outside the UK where you'll need to dial (+44) 333 202 2222. Just so you know, we can only discuss booking details with the person who made the booking, for data protection reasons. It would be also be really handy to have your booking reference available to help us find your journey.
Business account - UK trains

Call us between 08:00 and 18:00 Monday to Friday on 0870 3333 555* Calls cost 2p per minute plus your phone company's access charges. Calls from outside the UK may cost more.

All trains across mainland Europe including Eurostar

We currently only offer support by email. To send an email to our European support team by using this online form.

All coach enquiries

Call us between 08:00 and 22:00 any day of the week on 0344 556 1355.

Personal or Business account

Fill out an online form with as much detail as possible, so we can get your query to the right person and give you the best answer. We'll get back to you within 7 days, so if you need a quick answer then we recommend calling instead.

Personal account

Chat is a great way to have those quick questions answered but for some types of enquiry, calling is your best option:
  • If you want to make a new booking and don't want to use our website or apps then please call instead - for security, we never take payment card details using chat.
  • If you want to change the date/time of an Advance Single ticket but haven't managed to do so online, then we recommend giving us a call.   We can't process any changes you request using chat.   
Have your question answered by one of our support team using the online chat service available 08:00 to 22:00, 7 days a week.

If you need to send us back your unused tickets, here's the address you need -


PO Box 23972
Edinburgh
EH3 5DA

It's a good idea to use a signed-for delivery service if you're sending us tickets back, as we can only sort a refund for you once we've got your tickets.
You can also use this address to write a letter to us with a query, but if you're looking for a speedy reply you're better off giving us a call or chatting to us online.