FAQs

The Government’s instructions state that a face covering is a cloth that should cover your mouth and nose while allowing you to breathe comfortably. It can be as simple as a scarf or bandana that ties behind the head.

Fines may apply for those not wearing face coverings – unless exempt.

• if you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering
• if putting on, wearing or removing a face covering would cause you severe distress
• if you are travelling with, or providing assistance to, someone who relies on lip reading to communicate
• if you are travelling to avoid injury or escape the risk of harm, and you do not have a face covering with you
• if you need to remove it during your journey to avoid harm or injury or the risk of harm or injury to yourself or others
• if you need to eat, drink, or take medication you can remove your face covering
• if you are asked to remove your face covering by a police officer or other official, for example to check your railcard

• a child under the age of 11
• passengers in an allocated cabin, berth or other similar accommodation, when they are alone or with members of their household or support bubble
• passengers who remain in their private vehicle while on board public transport, for example on a car ferry
• an employee of the transport operator, when they are acting in the course of their employment
• any other person providing services to the transport operator, under arrangements made with the transport operator, who is providing those services
• a constable or police community support officer acting in the course of their duty
• an official, for example a border force officer, acting in the course of their duties

If you are reliant on lip reading – for example with companions or carers – for your journey, you will not be expected to wear a covering when communicating. If you can, please wear a face covering when not communicating for your and other people’s safety.

If you travel by train and need assistance, our staff will continue to provide help so that you can get to your destination safely.

If you require assistance, we're asking our station colleagues to speak to you to understand what help you need whilst minimising contact with you.

For example, if you need to use a lift, it may be our colleague will assist you into the lift but they may not accompany you into the lift.

In addition, our colleagues have been given access to extra personal protective equipment (PPE). For example, colleagues are provided with plastic gloves which can be used when pushing wheelchairs, while plastic sleeves are available for staff to utilise when assisting a customer who has sight loss

Yes. Our toilets are open as usual, however some might be closed as a result of ongoing maintenance or staff shortages.

You can find out where our toilets are located on our stations page.

We'd recommend you buy a ticket online

You can also buy a ticket at the station and our ticket offices are open as usual. We strongly encourage you to pay using card or contactless where possible, however where this is not possible, cash is accepted at our ticket offices and most ticket machines

Ticket office opening times are available on our stations page.

We introduced hand sanitiser dispensers at stations across our network, so please use these before and after your journey. We are not providing hand sanitiser on our trains. The current list of stations with dispensers can be found here.

We ask customers to carry their own hand sanitiser and wash their hands for 20 seconds before and after travelling.

For more information on refunds visit our dedicated train ticket refunds page.