Frequently asked questions

Need some help?

Do I need to wear a face-mask to board one of your services?
What do rail staff do to make sure people wear face coverings on trains?
Why are people allowed on my train without face coverings?
Can you tell me how busy my train will be?
Do you have toilet facilities open in your stations?
Are there any toilets on the trains?
I’ve just returned from holiday and have to quarantine for 14 days but I travelled by train to the airport, can I still get the train?
Will there be any catering on your services?
I have a National Rail Voucher that I have not been able to use and is due to expire, what do I do?
I have a Railcard which I have been unable to use during the travel restrictions, will there be any changes to the duration of my Railcard so I get the full 12 months usage?
How do I get in touch?
How do I get a same-day response?
I need help with a ticket I've bought online
What compensation am I entitled to if my train was late?
I’ve left something on the train – how do I get it back?
Can I buy tickets over the phone?
Can I get a discount for a group booking?
Can I get a refund on unused train tickets?
What if I buy a ticket from a machine at the station and then find it cheaper somewhere else?
Where can I find train station information?
Can I sit in First Class when the train is busy?
Why do I have to show my ticket to the conductor?
Why don't you add extra carriages when it's busy?
Can I take my bike on the train?
How much luggage can I take on a train?
What items can’t I bring on board?

Manchester Airport to Edinburgh from

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