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.

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

While it is not a requirement to book ahead, we strongly recommend that you contact us on 0800 5282 100 to discuss your journey as soon as possible. You can find out more on our Passenger Assist page.

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.