Coronavirus - Current precautions



Covid-19 (Coronavirus) Travel Information

A message from Liz Collins, Interim Managing Director, TransPennine Express

Once again, can I thank our customers who have continued travelling with us, and followed government advice, during this difficult time. The impact of Covid-19 (Coronavirus) continues to be felt throughout the United Kingdom and the rail industry is no different.

As a company, we are continuing to follow the advice given to us by the Rail Delivery Group, NHS and Public Health England. As long as the advice that travelling on trains is safe, we will continue running services and getting those key workers to where they need to be.

However, due to a decrease in travel and the knock-on effect that the virus is having on the industry, we are now running a reduced timetable across all of our routes. Please can all customers check before they travel and for those that are travelling, you’ll be able to view this timetable at: https://www.tpexpress.co.uk/travel-updates/reduced-timetable

We have also received many questions from customers around the ability to amend journeys and claim refunds. The latest information about how you can do this can be found further down this page.

We will continue to keep you, our customers, updated as we go through the challenges we are facing together.

Thank you,

Liz Collins

Amendments to Services

Due to the impact of Covid-19, we will be running a reduced timetable from Monday 23 March. Customers are advised to check before they travel. The reduced timetables can be viewed HERE

Travelling with TransPennine Express

*** Note: Our Customer Relations team are unable to take incoming calls currently, we are currently working on resolving this. ***

Over the last week or so, we have received many questions from our customers asking about refunding and amending their tickets due to the impact of Covid-19 (Coronavirus). Customers should follow the advice below if they wish to either change their journey or claim a refund.

Customers who purchased their tickets via the TPE website or the TPE app can apply for a refund (if their tickets are refundable) via our website, and if customers booked their tickets at a station they can also claim for a refund online at: https://www.tpexpress.co.uk/help/refunds

Advance tickets 
Advance tickets are now refundable provided they were purchased before Monday 23 March for travel on or after Monday 23 March.

Refunds must be applied for before travel on the first booked train. Customers who wish to claim a refund must do so from their point of purchase, but please note: Customers who purchased their tickets through third party retailers such as The Trainline must contact them directly.

Advance tickets sold after 07:00 on Monday 23rd March will be eligible for refund only if the service is later disrupted or cancelled. 

Advance tickets may be used without additional charge on any TPE service on the booked day, or any TPE service on the day before or after. 

Customers wishing to amend their Advance tickets to an alternative date that does not fall into these criteria may do so prior to the original date of travel as per normal conditions. Any difference in price will be payable but the £10 admin fee will be waived.

£1 sale tickets
Customers who bought TPE £1 sale tickets for travel on or after Monday 23 March are entitled to a refund. Furthermore, £1 sale tickets cannot be amended for travel on a different date. £1 sale tickets dated before Monday 23 March are non-refundable.

Season ticket refunds
There will be no change to existing approaches to Season ticket refunds. The £10 admin fee remains in place.

Repatriation to Manchester Airport 
Any customers that are being repatriated to the UK at Manchester Airport with a valid train ticket, even if out of date, can make that original journey without having to buy a new ticket. If they don’t have a ticket then they need to purchase one. 

Amended timetable reservations 
From Monday 23 March, all services in the amended timetable will be counted places and no reservation labels will be printed. 
We have rescinded the compulsory reservation requirement for non-folding bicycles. All bicycles can now be carried without reservation.

Printed/Paper Advanced Tickets

Customers with Printed/Paper Advanced Tickets who do not wish to post them to TPE can alternatively photograph the tickets they wish to be refunded and email the photograph, along with the refund reference number, to our Web Support Team at: tpe.websupport@firstgroup.com

Please be advised that due to the increased volume of refund claims, it can take up to 20 working days for a response.

Refund Acceptance Period

The 28 day application window for customers to apply for a refund has been extended to 56 days after expiry. Normal ticket terms and conditions apply, and the 56-day period will begin on the last day the ticket is valid, as per the National Rail Conditions of Travel

We have also now taken the decision to stop all catering on our services as a precaution. 

Protecting yourself from Covid-19

To protect yourself and others from the spread of Covid-19, we recommend that you follow the advice given by the NHS and Public Health England. This is:

  • Always wash your hands for 20 seconds with soap and hot water when you get home or into work
  • Use anti-viral hand sanitiser gel if soap and water are not available
  • Avoid close contact with people who are unwell where possible
  • Cover your mouth and nose with a tissue, or your sleeve if you don’t have a tissue, when you cough or sneeze, do not use your hands
  • Put used tissues in a bin straight away and wash your hands for 20 seconds afterwards
  • Avoid touching your face, eyes, nose or mouth if your hands are not clean

If you are on one of our trains and there is no soap available, or if the bins are full, please contact a member of TPE staff on board, or via Twitter or WhatsApp, so our cleaning teams can address this.

If you have travelled abroad in the past 14 days, check the advice for travellers on the NHS website. If you think you have come into close contact with someone who has Covid-19 or are showing symptoms you should call NHS 111. 

Updated: 27/3/20 15:45


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