Frequently asked questions

You’ll find at least 2 toilets on board every train, including one that is fully accessible and has baby changing facilities. We’ve fitted emergency help buttons and smoke alarms for your safety and we monitor their cleanliness throughout the day to make sure your journey is as pleasant and comfortable as possible.

Give our Customer Relations team a call on 0345 600 1671 or submit a question online. 

We're free to chat from 06:00 to 23:00, with our quietest times before 09:00 or after 17:00.

Get in touch with the relevant team and they’ll be happy to help:

• We're on WhatsApp. Have a question about your journey? Whatever your query, you can pop us a message on 07812 223 336 and we'll be happy to help. 

• Website sales support: 0345 600 1671 or visit our live web sales support chat
  

• Season Tickets: 0345 678 6974

• Train running information: 0345 748 4950 (National Rail Enquiries)

• Passenger Assist: 0800 107 2149

Get in touch with us and have your booking reference number handy:

• Email: https://www.railhelp.co.uk/tpexpress/websupport
  

• Call: 0345 600 1671 and press option 2.
  

• Write: to TransPennine Express Refunds
  

If you are delayed by 15 minutes or more, you will be entitled to claim for Delay Repay. Our Passenger’s Charter sets out this entitlement, along with other types of compensation we offer. 

Find out more about lost property.

If you’re travelling with 9 or more people, you are eligible for group discount. Simply split the tickets over multiple bookings and a group discount will be added automatically. For example, a group of 10 can be split into two bookings of 5 people. Terms and conditions apply: https://www.tpexpress.co.uk/special-offers/group-train-travel

If you bought a ticket for travel but couldn’t use it because of service disruption, you may be entitled to a full refund. Find out more about how to claim a refund.

In the unlikely event that you buy a ticket from a ticket vending machines (TVM) at one of our stations and find that you could have bought it cheaper somewhere else, we'll refund the difference.

The cheaper product must be for an identical journey and you can find out more from stations staff or contact Customer Relations.

Find out information on individual stations using our station search.

You need a First Class ticket to sit in that section of the train.

When the train is very busy and all First Class ticket holders have been seated, the onboard team may decide to offer First Class seating to customers who don’t have First Class tickets. This is at the discretion of the team and may not happen on every occasion.

If you have any further queries, don’t hesitate to chat to on our board staff who will be happy to help.

Most people that travel on our trains buy a ticket. Unfortunately, some don’t and this costs millions of pounds every year - money that we would like to spend making improvements to your services and stations. Ticket inspections on trains and at stations help to prevent this.

If you are travelling with a bike, we offer secure cycle storage facilities at our stations that take the hassle out of having to take your bike with you. If, however, you need to take your bike on the train, you’ll need a reservation. These can be made as little as 15 minutes before you travel.

How to book bikes onboard a train

If you'd like to bring your bike on board with you and it doesn’t fold, you’ll need to book a space for it before you travel.

There’re several easy ways to book:
• Log into My Account, select Bookings and then select 'Make a seat / cycle reservation'
• Book when you buy on our website
• Visit the booking office
• Tweet us @TPEAssist
• WhatsApp us on 07812 223 336

You can book a cycle space up to 15 minutes before you travel, but it’s best to book early as space on each train is limited.

If you’re travelling with a folding bike you don’t need to book. Please make sure you fold your bike before you board, then store it in one of the luggage stacks or between the seats. Please don’t leave your bike in the vestibules.

Find out more about travelling by bike.

You can carry up to 3 x items of luggage, including one piece of hand luggage that can be held in your lap (if required), plus 2 other items up to 30 x 70 x 90 cm.

We’re very limited on luggage space and our services can be very busy at times, so we wouldn’t recommend travelling with excessive amounts of luggage. You need to be able to manage your luggage without additional help; however, if you have a disability and require assistance, you can book help in advance of your journey.

Items such as motorcycles; mopeds; motor scooters; furniture exceeding dimensions 30 x 70 x 90 cm, firearms, dangerous goods; inflammable liquids or explosives.
For full details please see the National Conditions of Travel