Please be aware that we are currently experiencing a
high volume of customer contact as a result of recent disruption.
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. Our helpline is available
from 0700- 2200 daily, with the quietest times being between
0700-0900 and 1700-2200, Thank you for your
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
If you're calling from outside the UK, here are the numbers
Customer Relations 0044 8456 001 671
Telesales 0044 8456 786 974
Season Tickets 0044 8456 786 965
Website Support 0044 844 556 5637
Lost Property 0044 08456 001 672
Reservations 0044 8456 001 674
Assisted Travel 0044 0800 107 2149
Our customer relations team can only assist between 0700
and 2200 Monday to Friday and 0700 and 2100 on Saturday and
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 hours.
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
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.