Contact Us

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 help.

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 at tpe.websupport@firstgroup.com.

Postal Address

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 1674
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

Email: tpecustomer.relations@firstgroup.com

Customer Relations 
First TransPennine Express 
Freepost
ADMAIL 3878
Manchester
M1 9YB

Lost Property

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 hours.

Compensation claims

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
Email: tpecustomer.relations@firstgroup.com

Other Contact Details