Updated: Friday 13 November, 09:30
We’re aware of the ongoing Microsoft global outage, which may be affecting customers’ ability to access their train tickets via their email inbox.
If you’re unable to locate or access your tickets through your email due to this issue, you can still access your tickets or ticket collection reference by logging into your account directly through our website or app:
We recommend doing this before you travel to ensure you have your tickets readily available for your journey.
Our Customer Services Team are unable to receive emails at this time. If your query is urgent please call the team directly on 0345 6000 650 (09.00-17.00 Monday to Friday). If your query is not urgent, we ask that you wait to contact the team once the outage has been fixed.
To make an Assisted Travel booking, contact our Assisted Travel team 24 hours a day, every day except 25 and 26 December:
- Call 0800 52 82 100 (freephone) to speak to our in-house Assisted Travel Team.
- National Rail Enquiries also operate a 24-hour dedicated travel assistance line by calling 08000 22 37 20.
- Text Relay service 18001 0800 52 82 100. Using the text relay service is easy - simply add 18001 before the number, or download the app. A relay assistant will type back anything the hearing person says at the other end of the call.
- Download the Passenger Assist app. More information is available here.
- Go to the Passenger Assistance Website at: https://booking.passengerassistance.com
We’re sorry for any inconvenience this may cause and thank you for your patience and understanding while Microsoft works to resolve the issue.
