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Updated 6 April 2021

Travel with confidence

If you are travelling with us, please continue to follow the Government’s advice on face coverings and social distancing and follow the guidance below to protect yourself and others.

For more information on the Government’s guidance, visit gov.uk/coronavirus.

Government Roadmap

The Government has announced its roadmap for the easing of restrictions over the coming months.

As restrictions ease, teams across our network will continue their hard work to ensure everyone travelling with us can do so safely. We will continue to carry out enhanced cleaning of our stations and trains, so that when you start to travel, you can travel with confidence.

Find out more about what we’re doing on our stations and trains to keep you safe.

NHS COVID-19 app

Download the official NHS COVID-19 contact tracing app

Find out more

Protecting yourself and others

We're working around the clock to keep you safe if you're on the move. But there are a number of steps you can take when you travel to help protect yourself and others around you. This way we can all travel with confidence.

Maintain a distance of 2m from other travellers

​Maintain a two metre distance between yourself and other travellers

You must wear a face covering on board our trains

Fines apply for those not wearing face coverings on our stations and trains– unless exempt

Try to travel outside peak times

Travel outside the busiest times if possible

Buy your tickets on the app

Use the app to buy and store your tickets on your phone

Leave free seats between you and other travellers

Leave free seats between you and other travellers

Wash and sanitise your hands regularly

Wash and sanitise your hands as often as possible

Important information about our train service

We want you to know that if you travel, you can travel with confidence. So below you'll find information about all the ways we're working to help keep you safe, as well as ways you can help keep yourself and others safe too. From our amended timetables to information about face coverings, it's all the information you'll need to make travel as simple as possible.

Avoid the busiest times

See our list of busiest times and trains

Find out more

Frequently asked questions

Your most common questions about our Coronavirus response

Find out more

Keeping you safe

How we're working to help you travel with confidence

Find out more

Protecting yourself and others

Tips to keep you safe while you travel

Find out more

Tickets and refunds

Your rights when it comes to exchanging or refunding your ticket 

Find out more


We're running an amended service during the pandemic

Find out more

Assistance and advice when travelling

If you are using our services:

  • Guards will still be on our trains
  • Colleagues will still be available at most stations
  • Our Twitter team will be able to provide essential journey information
  • We will update this page with the latest information
  • Train time information can still be found on our journey planning and live train times pages

But if you do need help or see something that does not look right, please contact one of our guards, station teams, rail community officers or the British Transport Police by texting 61016 or calling 0800 405040.

Ticket Acceptance

In the event that you have an Advance ticket for travel and your intended train is no longer running, you will be allowed to travel on a comparable service on that day, including connecting services with other train companies as shown in your itinerary. You will not be able to use your Advance ticket on alternative routes operated by a different train company. However, if you choose not to travel, you can claim a full cash refund (with no administration fee).