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Keeping you safe - latest travel advice


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Page last updated: 25/04/2022

If you are travelling by train, travel with confidence.

This page outlines what we’re doing to keep you safe and our guidelines to ensure you have a great journey with us. If you’ve booked a ticket and no longer wish to travel you may be eligible for a refund, please see our FAQs for more information. For the latest information on national restrictions, please visit the government website for England, Scotland and Wales.

Learn about the railway's safer travel pledge on the National Rail website here. Our Student Hub allows you to find travel information on one page to ensure that you can both book and travel with confidence.

Your safety is our number one priority.

Here, you can find out everything you need for your upcoming journey including; how to book and reserve your seat, travel guidelines, what we’re doing to keep you safe and much more.
We have ‘Good to Go’ accreditation, which highlights how we’re following Government and industry Covid-19 guidelines to keep you safe.



Planning to make a journey by train?

  1. Check before you travel - Please check government guidance and restrictions before you plan your journey. You can visit the government website for England, Scotland and Wales for more information.

    We are experiencing short-term alterations to services and cancellations due to an increase level of absence amongst our on-board colleagues due to Covid-19 isolation periods, which is resulting in short notice alterations and cancellations. We recommend that you check your journey via National Rail Enquiries. You can also sign up for Alert Me updates on WhatsApp and Facebook Messenger to get personalised up-to-date travel information.

  2. Do not travel – If you have symptoms of coronavirus. Please refer to the latest NHS guidance on symptoms here before you travel.
  3. Allow extra time for travel – Please leave in plenty of time before your train departure. There may be one way systems and queues at stations that may add time to your journey.
  4. Reserve a seat - In order to ensure a comfortable journey we advise you book a seat reservation before you travel with CrossCountry.
  5. Wear a face covering* – Please check government guidelines for England, Scotland and Wales before you travel. In crowded spaces, consider others and wear a face covering.
  6. Wash your hands – We recommend that you wash your hands before and after travelling.
  7. Alert me by messenger - Sign up for the National Rail Enquiries Alert Me by Messenger service to be notified if your train or station is expected to be busy. Click here for more information.

*Some people may not be able to wear a face covering, for example, those with breathing difficulties or those with disabilities. The Government have provided a list of exemptions. Which list can be found within the linked FAQs above.

Travel at quieter times

Please book a seat reservation before you travel. We have provided a snapshot of the quietest times to travel on-board our services, this is updated regularly. 

You can view our advice on times to travel here.


Passenger Assist

We want everyone to travel with confidence. That is why, if you are planning on travelling on national rail services, you can request an assistance booking in advance - now up to 2 hours before your journey is due to start, any time of the day. For more information about Passenger Assist and how to request an assistance booking via Passenger Assist, please visit National Rail Enquiries.

Please be aware that you can “turn up and go” without booking assistance in advance. If you require assistance at short notice, please make yourself known to a member of staff or use a Help Point when you arrive at the station.

Telephone: 0800 030 9224 (Freephone, including from mobiles)

You can now request assistance via your smartphone using the Transreport App: Download on the App Store or Google play. To find out more please visit the National Rail website.

If you have not pre-booked assistance, please allow extra time for your journey and follow signage and instructions from station and train staff.

CrossCountry are supporting the National Rail Industry Hidden Disabilities Sunflower Scheme .



Your Journey

Book ahead +

In order to ensure a comfortable journey we advise that you book in advance of travel with a seat reservation.

For more information on how make a seat reservation please view our FAQs.
Please note:

Due to reservation system updates, on some services you are currently unable to book up to 12 weeks in advance. Please visit our dedicated page to view the latest dates available.

To reduce physical contact, we are encouraging customers to select an e-Ticket or Smartcard for Season tickets and use contactless payments, however cash payments can be made on-board our services.

We recommend that customers travel during quieter periods and to help you understand more in demand routes, we have created a traffic light system which indicates expected busier and quieter services. You can find more information on our dedicated page.

Book with confidence; if your travel plans change last minute you can change your Advance ticket without paying a £10 admin fee, find out more here.

On-board our trains +

Buy your ticket in advance, and reserve a seat. - To help make your journey as comfortable as possible, please reserve a seat before travelling.

Face coverings -In crowded spaces, consider others and wear a face covering.

Catering - Catering is available on-board our services. To keep our customers and colleagues safe, catering will be provided from a static location at one end of the train. On-board colleagues will make regular announcements to let customers know when and where to find our catering trolley.

We have reintroduced our at-seat service in First Class which will comply with social distancing measures. Please note, we only have a limited range of products at the moment.

Customers are welcome to bring their own food and drinks on-board and face coverings can be removed only whilst food & drink is being consumed. 

Health and hygiene - Always carry hand sanitiser, ensure you wash your hands before and after your journey and do not touch your face throughout your journey. You can purchase hand-sanitiser on-board, if available.

Boarding the train - Stand well clear of the doors and allow others to leave the train before you board. We have added additional dwell time where possible at busier stations to give you and other customers enough time to board safely.

Avoid busier times of travel - Please consider booking to travel with us at quieter times of the day if it is possible for you to do so. Our dedicated ‘traffic light’ page shows how busy reservations have been over the last week, so you are able to choose quieter times to travel here.

Cleaning our trains - We have enhanced our cleaning regimes and spending an additional 2,400 hours each week cleaning our trains, focusing on the main touchpoints such as door buttons and handrails. We have also increased the frequency of deep cleans. Please do not hesitate to contact us if you feel the service you are on was not up to standard.

Facilities - All of our toilet facilities are still available on board. We have increased our cleaning regimes including the increase use of antiviral cleaning products and ensuring toilets are well stocked with soap.

What we're doing +

Following the latest Government guidance - We continue to follow the latest Government guidelines to ensure we take the appropriate actions to keep you safe. We're proud to have been awarded the 'We're good to go' accreditation from Visit Britain, meaning we provide a COVID-safe environment for you on-board our trains.

Reducing contact when handling payments - Cash is accepted on-board but we encourage our customers to use contactless payments and where possible purchase an e-Ticket or use a Smartcard for Season tickets.

Please check payment options at the station you are visiting, please visit the station information page here.

Enhanced cleaning -All our trains go through a deep clean process at the end of each day, with regular cleaning throughout service.

We've increased staffing levels to help keep our trains clean during the day and our on-board cleaners clean the equivalent of 264 football pitches every day.

We've introduced more frequent walk-throughs to clean surfaces on a more regular basis and have ensured our team are fully aware of the importance of maintaining good hygiene themselves.

Reserving a seat - We advise you book before you travel and reserve a seat where possible.



Can I change my ticket or apply for a refund? +

For tickets purchased with CrossCountry using our website, mobile site or Train Tickets app please see the table below. Otherwise, please contact your original retailer.

Ticket type

Can I change my ticket?

Can I get a refund?      

Next steps

Advance train tickets

You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry 

You may change your date and time of travel, but your origin and destination must remain the same. 

Any changes must be made before 18:00 the day before the original travel date.

Advance tickets are not refundable.

However, if the train you purchased a ticket for is cancelled a refund will be provided. 

Until 30 September 2022, if you do not wish to amend your Advance tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue. 

National Rail Travel Vouchers must not be exchanged for cash.


You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-22:00.

To request a Rail Travel Voucher please e-mail our Customer Relations Team on Please include your booking reference number. 

All other tickets with the exception of Season tickets

As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket.

If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry.

You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-22:00.

Please note, refunds can take up to 5 working days to process once received by our team.

Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days.

For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool.

To request a refund for your Season ticket please contact our Web Support team on

If you have a paper ticket and wish to make a refund please contact our Web Support team on address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.

I am a Railcard holder, will I receive a refund or an extension, to reflect the period I was unable to travel?I am a Railcard holder, will I receive a refund or an extension, to reflect the period I was unable to travel? +

After careful consideration, the government has confirmed that Railcards will remain non-refundable and will not be extended.

What happens if there was a lockdown and I couldn’t use my Rail Travel Voucher? +

Due to the period of ‘essential travel only’ government messaging, National Rail Vouchers that have an expiry date between 20 October 2020 - 30 June 2021, may be accepted for a maximum of 6 months after the original expiry date. For example a National Rail Travel Voucher that expires on 30 June 2021, may continue to be used up to and including 30 December 2021.

National Rail Travel Vouchers must not be exchanged for cash. 

What do I do if the train I want is too full to board safely? +

If you arrive at the station without a reservation and the train is deemed too full to board, you can get your ticket endorsed by station staff to travel on the next available service.

What happens if the last train of the day is too full to board? +

Customer are asked to avoid the last service of the day unless they have reserved a seat on that service or are unable to travel any earlier. 

If the last service is too busy too board and you are at a manned station, our staff can support alternative arrangements with you.

My previous train was delayed so I couldn’t catch the one I was reserved on +

If your train was delayed then please speak to a member of station staff who will endorse your ticket to travel on the next CrossCountry train.

Once your ticket has been endorsed, you will need a seat reservation. To make a seat reservation on the next train, please use our TMR service.

If you have missed your booked train, and the reason wasn’t related to the railway, e.g. traffic on your way to the station, then you will need to purchase a brand new ticket.

Is cash still accepted on-board? +

Cash is accepted on-board CrossCountry services, however we continue to advise customers to use contactless payments.

Can I use a train if I am feeling unwell? +

If you have been diagnosed with coronavirus or are showing symptoms, you should not travel and follow NHS guidance on self-isolation. 

Can I still take journey's that cross the border between England, Scotland and Wales? +

Before travelling you must check your journey in line with national restrictions depending on where you're travelling too. For cross-border travel please view EnglandScotland and Wales government websites for regulations and exceptions that may vary. 

What is the availability of staff and how can I seek help if needed? +

Station staff are still available for advice and there is Help points at non staffed stations. If you require "live" help whilst travelling you can contact our customer relations by telephone: 03447 369 123 (Monday - Friday: 08:00-20:00, Saturday - Sunday: 08:00-16:00) or our Social Media team on Facebook via CrossCountry Trains or Twitter @crosscountryuk available 24/7. On board staff are also there to help during your journey.

We are still operating both booked and un-booked Passenger Assistance services for those passengers that require this. For information please view here.

How can I reserve a seat? +

We want your journey to be as comfortable as possible. That’s why we recommend you reserve a seat at the same time as purchasing your ticket where possible. It’s easy to do and gives you peace of mind so that you can travel with confidence. If you do not have a reservation for your train ticket, please use one of the fiveoptions below:

  1. Call our Customer Relations team on 03447 369 123 (Option 3) Opening Hours: Monday - Sunday 08:00-16:00
  2. E-mail Customer Relations on
  3. Contact our Social Media team on Facebook viaCrossCountry Trains on Facebook or Twitter @crosscountryuk available 24/7
  4. Any staffed station
  5. For on the day reservations only, please use our Ten Minute Reservation service.

What if I don't feel comfortable sitting next to someone else? +

If you’re worried about sitting next to someone else, we recommend that you try to travel during quieter times where more seats are available and the likelihood of the seat next to you being taken is lower. These can be found here.

I have a season ticket/local authority travel card /SWIFT card. Can I still just get on any train? +

We are recommend Season ticket holders and those with travelcards also make a reservation in advance, however all of our trains from Monday 19th July onwards will have unreserved capacity available.

For any journeys in the future, please use one of the five options below:

    1. Call our Customer Relations team on 03447 369 123 (Option 3) Opening Hours: Monday - Friday 08:00-20:00 Saturday - Sunday 08:00-16:00
    2. E-mail Customer Relations on
    3. Contact our Social Media team on twitter@crosscountryuk available 24/7
    4. Any staffed station
    5. For on the day reservations only, please use our Ten Minute Reservation service.

Can I still book a place for my wheelchair? +

Yes. Please contact our Passenger Assist Team as normal and they will be happy to help with the arrangements and any support you would like on your journey. To book travel assistance, please contact the Passenger Assist team on: Call us on 08000309224 or Textphone us on 0800 0309230. Our opening hours are: Sunday - Saturday 08:00-22:00. Alternatively you can e-mail us on

Can I take my face covering off when I cross the border into Scotland or Wales?  +

From 30 November, when travelling throughout England, Scotland and Wales, wearing a face covering will be mandatory and should be worn at all times unless you are consuming food and drink.  

For more information, and to ensure you are adhering to the guidelines if you are travelling across the border, please see the current government guidance for England, Scotland and Wales. 

For all other queries +

If you have any other queries that do not relate to an existing booking our Customer Relations team are here to help. To achieve social distancing, and with the challenges of Coronavirus, our Customer Relations telephone lines are now open 7 days a week: 08:00 –16:00. Passenger Assistance telephone lines will be open Sunday - Saturday 08:00 - 16:00.

Please remember, you can also use our online contact forms to get in touch at any time - for Customer Relations please use the form here and for Passenger Assistance please use the form here.


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More information on COVID-19

You can find more information on Coronavirus/COVID-19 and methods to prevent the virus spreading, together with answers to many questions you may have, using the following links:


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