Let’s talk, we are listening to you 

Whilst we aim to respond to 90% of email enquiries within 24 hours and letters within 5 working days, if you need an urgent response, please call us on 0345 600 1671, we're free to chat from 06:00 - 23:00 with the quietest times being before 09:00 or after 17:00.

Due to a high volume of correspondence being received at present it’s currently taking us a little longer than normal to respond to emails and delay repay claims. It may take up to 20 working days to receive a response from our customer relations team.  If your enquiry is urgent please give our customer relations team a call on 0345 600 1671. 

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 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 use the form below to contact the correct team and we'll be happy to help. Alternatively if you would rather speak to us please call, you can find our contact details on our contact details page.

Complaints

If you wish to make a complaint, please fill out the complaint form and we will aim to respond to you as quickly as we can. Alternatively, for more information on complaints, please click here. Please refer here for details of our complaints handling procedure

Refunds:

We will consider compensation for any issue that falls under the Consumer Rights Act and we will take your individual circumstances into account and consider these on a case-by-case basis. Refunds will be paid within 14 days once we have acknowledged your entitlement to compensation, and we will pay this back to your original method of payment or whichever payment form you prefer. Information on our Delay Repay scheme can be found on our Delay Repay form.

Delay Repay Compensation 

If you wish to claim compensation please use a delay repay claim form (also available on our trains and at all stations we call at) so that we can process your claim as quickly as possible. The quickest way to get your refund is to fill in our online delay repay claim form but please remember to upload a scan of your tickets. If you need help please contact our Customer Relations team:
Phone: 0345 600 1671
Email: tpecustomer.relations@firstgroup.com

For more detailed information on Delay Repay, including detailing how much compensation you can expect, and when you can expect to receive it, please click here.

Customer Report

You can read about how we've done so far, and what we're going to do in the future in our latest Customer Report.

Common Sense Policy

This new Policy comes into effect from the 1st July, with any Ticket Irregularity Reports or Unpaid Fare Notices issued before the 1st July 2016 being processed through our external suppliers.
All correspondence should therefore be dealt with as per the paperwork and contact details that have been sent to you.
Please email RevenueProtection.Office@firstgroup.com if you have any further queries.

For full details please click Common Sense Policy.

Contact Us Form

For any general queries please use the form below. If you wish to receive a response from our customer relations team please tick the relevant box below.

Compulsory fields are marked *.

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