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For more information on how to submit a Delay Repay claim, please click here.
Steps on how to make a refund can be found here.
If you have any other questions, look through our FAQs.
We love hearing about your experiences with our staff, at our stations and on board our trains. There are a range of ways to get in touch.
We're on WhatsApp! You can pop us a message on 07812 223 336 and we'll be happy to help.
If you've got a train service query, send a tweet to our customer service Twitter @TPEAssist which is monitored 24 hours a day or Facebook (09:00 to 17:00). Check out our social media policy for more about what you can expect from us.
Alternatively, you can contact us by completing one of our online forms, whether you have a question, feedback or a complaint, we are here to help.
For all other enquiries, give us a call on 0345 600 1671.
Our contact centre is operating a reduced service as a result of the Covid-19 pandemic, with most departments closed, however, our Customer Relations department is open between 06:00 and 23:00, 7 days a week.
We aim to respond to enquiries as soon possible, but please be aware that it may take up to 20 working days for you to receive a response.
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: 0845 748 4950 (National Rail Enquiries)
Passenger Assist: 0800 107 2149
Get in touch with us and have your booking reference number handy:
Call: 0345 600 1671 and press option 2.
Write: to TransPennine Express Refunds