Help

We have tried to make the new First TransPennine Express website as user friendly as possible. However we appreciate that from time to time you may run into difficulties.

If you wish to contact us by web use the Contact Us form. If you need to write to First TransPennine Express or First Group all the details are on this page as well.

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Frequently Asked Questions

When the conductor says the train is declassified what does this mean?

Sometimes, particularly at peak travelling times, we are unable to provide enough space in Standard class for the many customers who wish to use our services. At such times, the Conductor may decide that for the particularly busy part of that journey customers can sit anywhere on the train. This is called 'declassifying' the train. When this happens if you are have paid for a full class season ticket, you can claim a refund of the difference between First and Standard class travel for the affected part of the journey. This can be claimed as a cash refund by visiting the retail outlet that issued your ticket or by sending a copy of your season ticket to our Customer Relations Team for a refund in Rail Travel Vouchers. They can be reached at First TransPennine Express, Customer Relations, ADMAIL 3878, FREEPOST, Manchester, M1 9YB.
Why do you close the line at weekends and replace trains with buses?

Maintenance and essential safety upgrading work is unavoidable on a railway system as old and extensive as the UK's. This usually means that lines have to be closed for the work to take place. Network Rail, the company responsible for this work, tries to ensure that as few people as possible are inconvenienced when a line has to be closed. So most of this work takes place at night or at weekends, when there are usually fewer travellers. Sometimes the affected train services can be diverted onto another route. Where this is not possible a replacement bus service is provided. Journeys by rail replacement bus usually take longer than the train they are replacing as the route they take is not as direct. We always recommend that customers check their journey details in advance via National Rail Enquiries on 08457 484950 and at www.nationalrail.co.uk
I have bought a ticket online but I now have a query, who can I contact?

Our Web Support Team can be contacted at First TransPennine Express, Web Support Team, PO Box 222333, Edinburgh, EH11 3AF or telephone at on 0870 333 4874. You can also email us direct at salessupport@firsttranspennine.trainsfares.co.uk. For season tickets call 0870 024 0463. This service is provided for First TransPennine Express by a contracted company, so will only be able to deal with online ticket sales. If you have made a booking online please quote your reference number when you contact the Web Sales Support Team. If you are still having problems and wish to use another format to purchase your tickets, please contact our Telesales team on 0845 678 6974 who will be happy to assist with your booking.
Who do I contact if I need assistance getting on and off the train?

We provide free assistance to customers. You can telephone our Assisted Travel Team on 0800 107 2149 every day between 0700 and 2200. They can help you book tickets and seat reservations and make sure the assistance you need at the stations is available. It's best to phone at least 24 hours before you travel.
Why do I have to show my ticket to the conductor and again when I get off?

Most people who travel on trains buy a ticket. Unfortunately some do not and this costs many millions of pounds in lost revenue every year - revenue that should be available to finance improvements to services and stations. Ticket inspections on trains and at stations help to prevent this. It can sometimes be inconvenient but it is preferable to losing that revenue and not being able to invest back into the level of service we provide.
Who should I contact if I leave something on a train?

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.
Can I take my bike on the train and do I need reserve a space in advance?

Most of our trains have a dedicated area for carrying two bicycles. These are carried free of charge and space can be booked in advance by calling our reservations team on 0845 600 1674. They can confirm how many spaces are available. If you are unsure when you will be travelling, you can take your bike with you without booking in advance, but space will be allocated on a first come first serve basis. For more information visit our Cycle Policy page - http://www.tpexpress.co.uk/train-destinations/travel-connections/cycling.htm
I would like to thank your staff for helping me out, who should I contact?

Our Customer Relations Team is happy to pass on your thanks. All you need to do is send all the details to First TransPennine Express, Customer Relations, ADMAIL 3878, FREEPOST, Manchester, M1 9YB or telephone us on 0845 600 1671. You can also fax us on 0845 600 8363 or email us direct at tpecustomer.relations@firstgroup.com
I bought a ticket but there was a problem on the line. How do I get a refund?

If you need to abandon your journey because of disruption to services, you can claim a full refund on your unused ticket by returning it to the issuing office. If you purchased your ticket via our Telesales Department, contact 08456 786 974; if you purchased via our website, contact our Website Support Team on 0870 333 4874; if you purchased from a Station Booking Office, take the tickets back to that Booking Office.
Group bookings - can we get a discount?

If your group has ten or more people then you may be eligible for a discount. Due to the complexities of group travel we are unable to offer group bookings through our website. Please contact our Group Travel Department on 0845 600 1674.
Why do you only have catering services on some routes?

As part of our franchise commitment we promised we would provide catering services on our core routes (Manchester Piccadilly – York, Manchester Piccadilly – Doncaster, Manchester Piccadilly – Preston) Monday to Friday between 0700 – 1900hrs and all our Scottish services (Manchester Piccadilly – Glasgow, Manchester Piccadilly – Edinburgh) between 0700 – 1900hrs. For more detailed catering information, please check our timetables for the route you are travelling.
I've got an urgent enquiry and need a response today, how do I contact you?

If your enquiry relates to train running information, National Rail Enquiries can assist on 08457 484959, if you have an other enquiry, our customer relations team can assist between 0700 and 2200 Monday to Friday and 0700 and 2100 on Saturday and Sunday - 0845 600 1671