Please be aware that we are currently experiencing a
high volume of customer contact. Whilst we aim to respond to
our feedback within 5 working days, it may be that we cannot
respond in as timely fashion as usual. If your comment is
urgent, please contact our customer relations team on 0845 600
1671. Thank you for your patience, you will receive an
autogenerated response as confirmation of receipt.
We are committed to delivering the highest standards of safety,
performance and customer care. To help us achieve and maintain
service excellence we welcome your comments. We recognise that on
occasions things do go wrong and our Passenger's
Charter explains what we will do in such circumstances.
Copies of our Charter can be obtained from any First TransPennine
Express train station or from the Customer Relations team.
Equally, we would like to know what you particularly enjoyed,
how well our staff at our train stations and on board our trains
looked after you. If one of our staff was especially helpful then
feel free to let us know - and we will let them know. It all helps
us to keep improving our rail service and to continue to provide
you with a journey experience you will be happy to repeat.
Please contact the correct team below and we'll be happy to
Web Ticket Sales Support
Please visit our FAQ's or if you can't find what
you're after call 0844 556 5637 or email us
TPE Web Support, Floor 1, Intercity House, North
Road, Plymouth, PL4 6AB
Train running information, 0845 748 4950
(National Rail Enquiries)
Bike reservation, 0845 600
Group travel, 0845 600 1674
Lost property, 0845 600 1672
Assisted travel (wheelchair & Accessibility
bookings), 0800 107 2149
Minicom facility (For hearing-impaired passengers),
0800 107 2061
Other enquiry, 0845 600 1671
Our customer relations team can only assist between 0700 and 2200
Monday to Friday and 0700 and 2100 on Saturday and Sunday.
Or, please use the form below to tell us what you think as we
want to hear your comments. If you wish to receive a response from
our customer relations team please tick the relevant box below.
Compulsory fields are marked *.
Alternately, use our Your Views form (also available at
all our train stations).
You can also contact our Customer Relations team:
Phone: 0845 600 1671
First TransPennine Express
Customers wishing to enquire about lost property should call
0845 600 1672. It will help if you can tell us the
station at which your train terminated. Items not collected within
24 hours will be transferred to a central location. Please note
there may be a charge for retrieval of items held for more than 24
If you wish to claim compensation please use a compensation claim
form (also available at all our train stations) so that we
can process your claim as quickly as possible. If you need help
please contact our Customer Relations team:
Phone: 0845 600 1671
Other Contact Details
National Rail Enquiries (24 hours)
Tel: 08457 48 49 50
For up to the minute travel information for the National Rail
network and information on all other Train Operating Companies.
Door-to-door journey plans for travel in Great Britain
Tel: 0871 200 22 33 (calls from landlines cost 10p per
For all other public transport route and timetable
British Transport Police
Tel: 0800 40 50 40 - emergency dial 999
The British Transport Police is the national police service for the
railways. We are working closely with the British Transport Police
to maintain and improve the security of the network and to make
sure you have a safe journey.
We are an independent public body set up by the Government to
protect the interests of passengers.
The Association of Train Operating Companies (ATOC) represents
and supports Britain's passenger railway.
Office of Rail Regulation
The Office of Rail Regulation (ORR) is the independent safety
and economic regulator for Britain's railways.
We run, maintain and develop Britain's tracks, signalling
system, rail bridges, tunnels, level crossings, viaducts and
18 key stations.