Help and contacts

If my wheelchair or mobility scooter is slightly larger than the maximum space restrictions can I just check it in the drivers or guards van?

Assisted Travel

• Unfortunately we are unable to carry wheelchairs or motorised scooters which exceed the maximum space restrictions.

Can wheelchair users pass through the automatic ticket gates?

Can wheelchair users pass through the automatic ticket gates

• The ticket gates are built to the latest accessibility standards with extra wide gates to accommodate wheelchairs. As well as serving passengers with disabilities, the gates are designed to ensure passengers with pushchairs, small children or large amounts of luggage are not delayed.

How do I make a booking for a wheelchair user?

Wheelchair bookings

• To make a booking for a wheelchair user, please use the desk top version of the East Coast website. When you come to the 'Seating preference' section, please click "assistance request" which then enables you to request a wheelchair space before proceeding to the payment screen.

  Your details will then be forwarded to our Assisted Travel team, who will manage your request for a wheelchair space and contact you directly to confirm that these arrangements have been made. If a wheelchair space is not available on the train you have requested, you will be contacted and asked to select another time to travel or cancel your booking.

  If you have any further questions or specific needs, please contact our Assisted Travel team:

  Telephone: 08457 225 225
  Text relay service: 18001 08457 225 225 Please note that all assistance must be booked by 18.00 the day before travel.

When can I claim compensation for delays to East Coast services?

Compensation for delays

• If you travel on a East Coast service that is delayed by more than 30 minutes, we will give you compensation in the form of Rail Travel Vouchers.

  Please note that we are not obliged to pay compensation for journeys delayed by circumstances outside of our control.

  For more information please refer to the

  Passenger's Charter section on this website.

How do I contact East Coast Telesales?

Contact Us

• The telephone number for East Coast Telesales is 08457 225 225
  Opening times: 08.00 – 20.00 Monday to Saturday, 10:00 - 20:00 on Sunday.
  Closed Christmas Day and Boxing Day.

I want to book for a group. Who do I contact and are there any discounts?

Contact Us

• If you are travelling in a group of 10 or more on an East Coast service, please contact East Coast Group Travel on 08457 225 255 or email via the Contact us section of this website. Opening times: 08.00 – 20.00 Monday to Friday.

  Closed Christmas Day and Boxing Day.

  The benefits of booking through East Coast Group Travel are:

  • Discounts are available for groups of ten people or more.
  • Luggage assistance can be arranged upon arrival and when changing to a connecting train or coach.
  • Advance bookings are available for connecting journeys on other train operators' routes.
  • Discounts are available on Underground tickets for groups travelling to or from London.
  • Group seating is offered wherever possible in reserved seats.
  • Discounts are available on the East Coast food catering range at the Café Bar.
  • With 3 weeks' notice our team can also pre-order your food.
  • Special deals are sometimes available for schools.

How do I contact East Coast Customer Relations?

Contact Us

• Please let us know what you think about East Coast trains and the services we offer, clearly identifying whether you have travelled on an East Coast service.

  East Coast
  East Coast Customer Relations
  Freepost RRZG-ZZZX-LKXK
  Plymouth
  PL4 6AB

  Telephone: 08457 225 333
  Email: customers@eastcoast.co.uk

  Opening hours 07.00-22.00 Monday to Sunday. Closed Christmas and Boxing Day

  East Coast will always try to address your comments and concerns in a fair and reasonable way in accordance with both the National Rail Conditions of Carriage and our respective Passengers Charter

Part of my journey is by bus - where will it depart from?

Disruption

• Station staff will be on duty to direct you to the bus departure point.

What address should I enter as my billing address?

Billing Address

• Your billing address should be the address held by your bank or card provider. As all transactions on this site are put through Address Verification checks, this address should match exactly the information they hold.

  If you experience any problems making a booking, please contact our Web Support.

Where do I find information about a career with East Coast?

Careers with East Coast

• Information about working at East Coast and current vacancies can be viewed from the desktop version of our website here

How do I book online if I live outside the UK?

General

• Our website allows customers outside the UK purchase train tickets. We are unable to post overseas, however you will be given the option to collect your tickets from a self-service ticket machine at the station, and from the desktop version of our website the option to print out your own tickets via Print@Home, where available.

How do I stop live travel alerts or unsubscribe from the service?

JourneyCheck

• To stop or disable live travel alerts you need to visit the desk top version of the East Coast website and

  • Sign In to your East Coat JourneyCheck account
  • At the top of the "My Alerts" section, select the "Disable all alerts" option. The length of time you disable alerts for can be configured by selecting an option from the drop-down menu.

  If you wish to unsubscribe from the service altogether, go to the "My Details" tab once logged in and select the "Remove Me" option at the bottom of the screen.

How do I make multiple bookings at the same time?

Making Multiple Bookings

• The number of purchases you can make per day is limited, however multiple journeys can be booked as part of the same transaction when using the desk top version of the East Coast site.

  To book an additional journey or journeys, select the "Book another journey" option on the Delivery Details screen when on the desktop site.

Why am I being asked to enter a promotional code?

Promotional discounts

• You may be prompted to enter a code when you Sign In to your account from the desktop version of the website, during promotional discount periods. Firstly check your email account as we will have sent you an email containing the promotional code. Alternatively, please call the Web Support Team on 08457 225 111 for further details of the offer.

I have lost something on the train. Who do I contact?

Lost Property

• If you lose something on one of our trains, please contact Customer Relations.

  East Coast Customer Relations
  Freepost RRZG-ZZZX-LKXK
  Plymouth
  PL4 6AB
  Telephone: 08457 225 333
  Email: customers@eastcoast.co.uk

  Opening hours 07.00-22.00, seven days a week.

Can I travel with a cycle trailer?

Can I travel with a cycle trailer?

• On East Coast, cycle trailers not exceeding the maximum dimensions of 100x100x100cm and 50kg in weight can be carried in the driver or guards van. Trailers not exceeding 90x70x30cm can be carried free of charge, however larger trailers will be subject to an excess allowance charge of £5.00 per single journey and £10.00 return journey.

  Excess allowance charges can be purchased at the time of booking your tickets and or cycle reservations.

Will you be able to heat baby food or my own food on-board the train?

Heating baby food or your own food

• For health and safety reasons, our on-board staff are unable to heat baby food or any other food you may have purchased prior to boarding the train.

  The equipment we use on board is substantially more powerful than domestic equipment, so heating instructions either written on the products or requested by you may not be accurate. Even when the food/drink feels acceptable to the touch, the heating process may produce hot spots in these items.

  Items sold on-board have been tested and risk assessed before being offered for sale, while your own food has not undergone this process.

How do I check items into the driver or guards van on East Coast?

How do I check items into the driver or guards van?

• When on the platform you will need to head to the end of the train, following signs for Coach A or B. Station and on board teams will advise you on the loading procedures.

How do I label my luggage?

How do I label my luggage?

• All luggage carried on East Coast services must be labelled. Please include your name, address, destination station and a contact number.

How do I remove my items from the driver or guards van on East Coast?

How do I remove my items from the driver or guards van?

• On the approach to your destination station, following signs for Coach A or B and advise a team member of the on board team that you will need access to the van. Station and onboard teams will advise you in the alighting procedures.

What if I'm travelling in a group with large amounts of luggage?

Luggage

• If you are purchasing your tickets through Group Travel please advise them of the amount of luggage you are intending to take. Subject to space and availability group luggage should be checked into the drivers or guards' van on East Coast.

What are the benefits of buying catering vouchers on East Coast?

On Board

• With our catering vouchers you can save up to 20% on purchases from the CaféBAR and trolley. The voucher comes in the value of a £5.00 voucher for £4.00,

  Vouchers can be purchased when buying your rail ticket via the desk top version of the East Coast website, by going to the 'Additional options' section (after reserving a seat), and clicking the 'Catering voucher' option. You will then be returned back to the purchasing process to complete your booking.

  Please note that no change can be given when using these vouchers on-board.

What is the Quiet Coach?

On-Board

• Coach B is the designated Quiet Coach in Standard accommodation on East Coast services. In First Class the Quiet Coach is in Coach J/K. Electronic equipment must be used in silent mode and we ask that all mobile telephone conversations are made in the vestibules at the ends of the coach.

What catering services do you offer on your trains?

On-Board

• All East Coast trains have a CaféBar offering a range of hot and cold food and drinks. We also offer complimentary food and drink in First Class, and for journeys over 70 minutes you can look forward to something more substantial.

Is smoking permitted on trains or in the station?

On-Board

• No. All train and stations in the UK are smoke-free.

Can I take my bike with me on-board your trains?

On-Board

• Yes, bicycles are carried free of charge on East Coast services when accompanied by a valid ticket holder, however all spaces are subject to availability.

  To reserve your bicycle space for your journey online, please use the desk top version of the East Coast website and enter all of your journey details i.e. Departure station and Destination station with dates and times of travel. When you confirm the ticket price you wish to purchase you will have the option to reserve seats and at this point there is an option to reserve a “Bicycle Space”. Please click this option and the system will check all availability on the journey you have chosen. If a reservable bicycle space is available for your entire journey the system will inform you that all sections are booked. If one part of your journey a bicycle space is not available you will be informed that we are unable to reserve your bicycle space please select another service.

  Please Note: bicycle spaces are very limited on various routes please ensure your bike space is reserved before purchase of your ticket. If you are travelling with a tandem you must reserve two spaces on East Coast services, as our trains cannot take responsibility for unreserved bike spaces on such services. If you have already purchased your train ticket you will need to go to a mainline station Travel Centre/Ticket Office to reserve your bicycle space. In the summer months spaces fill very quickly. If you are travelling with another train operator please view their own policy by visiting the National Rail website.

Can I take my pet with me on your services?

On-Board

• Yes. Up to two dogs, cats or other small domestic animals can travel with you free of charge provided they do not occupy a seat.

  For each additional dog, cat or other small animal there will be a charge. This will be half the adult fare for the type of ticket held for the journey, subject to a maximum of £5.00 single £10.00 return.

  Special arrangements will be made for passengers travelling with an assistance dog who have booked through our Assisted Travel team on 08457 225 225

Do trains convey petrol-powered vehicles such as mopeds?

On-Board

• No. For safety reasons trains are unable to convey any petrol – powered vehicles.

Where can I access Wi-Fi on East Coast and what is the cost?

On-Board

• Wi-Fi access is free of charge to all First Class passengers both on board and in our First Class Lounges as well as throughout York station. Passengers travelling in Standard Class get 15 minutes free usage and extra usage costs are £4.95 per hour and £9.95 for 24 hours.

  If you have a Wi-Fi enabled laptop your system should automatically detect our server and direct you to our landing page when you switch on. If you do not see this you will need to manually set the network ID.

What about tricycles and double deck cycles?

What about tricycles, cycle trailers or double deck cycles?

• Unfortunately, tricycles and double deck cycles are prohibited from our cycle policy.

What if I just want some help with my luggage?

What if I just want some help with my luggage?

• East Coast does not have dedicated luggage assistance staff. Where possible our on board and stations teams will endeavour to assist when boarding or alighting.

Why do I label my luggage?

Why do I label my luggage?

• All luggage must be labelled under the National Rail Conditions of Carriage. This information can also be used to return any lost property.

How do I change my Print@Home ticket?

Can I change my Print@Home ticket

• Your East Coast Advance ticket delivered by Print@Home can be changed up to 18.00 the day before the date of departure of the first reserved train shown on your ticket(s). Original tickets must be printed off before they can be amended.

  If your new travel date is at least 7 days after your change date, you can amend your tickets when accessing the desk top version of the East Coast website by Signing In to "My Account". For each change that you make, you will have to pay an additional charge, up to the appropriate fare for your new journey, plus a change fee of £10 per single ticket.

  If your new travel date is within 7 days of your change date, and your new ticket is also an East Coast Advance ticket, then this can be changed via the desk top version of the East Coast website, via My Account. Otherwise, you can call Web Support on 08457 225 111 who will be happy to help guide you through the process to amend your ticket. Tickets cannot be changed at the station or onboard.

  Your ticket is non-refundable, should you decide not to use it.

  You must print your original tickets out before the original departure date and within 28 days of purchase as the original tickets will be needed alongside your new tickets to validate travel.

What sort of printer or equipment do I need to use Print@Home?

Print@Home

• A standard inkjet or laser printer will be fine, as long as you are able to clearly print a single ticket per page, in portrait layout, on plain white A4 paper.
  
  In addition to a printer you will also need Adobe Acrobat Reader to access the pdf ticket/file. This can be downloaded free of charge from www.adobe.com.

What is Print@Home ticketing?

Print@Home

• If you select Print@Home as your delivery method, your ticket will be made available to you in electronic format as a pdf file (requires Adobe Acrobat Reader to view, which you can download for free from www.adobe.com). You then print the ticket off at your convenience and carry for the duration of your journey.

  Please note that your Print@Home ticket is supplied in addition to your email booking confirmation, which cannot be accepted for travel.

  Identification documents such as a passport or driving license for the lead traveller must be specified during the purchase process, and carried by the passenger when travelling to act as identification onboard when required.

  Print@Home is available for travel on East Coast Advance fares, on East Coast trains across the route when booked from the desktop version of our site.

Can I book a ticket for someone else using print@Home ticketing?

Print@Home

• Yes, it is possible to book a ticket for collection via Print@Home for others to use for travel, when using the desktop version of our website.

  During the booking process, identification must be selected that the traveller will bring with them when they make their journey, and the last 4 digits of this identification must be provided. Accepted identification documents are the traveller’s credit/debit card, passport or driving license. Selected identification must be carried along with the Print@Home tickets throughout the journey.

  If there are a number of customers travelling as part of the same booking, only the lead customer needs to specify and then carry identification on behalf of the whole party.

How do I obtain my Print@Home ticket?

Print@Home

• Once you have completed the booking, your Print@Home ticket will be made available to you on the final confirmation screen as a pdf file (requires free Adobe Acrobat Reader to view). On clicking "to print click here" your ticket will open in a new browser window for you to print straight away, or can be saved for printing later.

  Once you open the file, you must ensure that each ticket (one for each named passenger) is printed clearly, in portrait layout, on plain white A4 paper. If the ticket is printed in a different format, or the identification for the lead passenger doesn't match thatspecified during the purchase process, it will not be valid and a new ticket must be purchased.

  If you have any problems printing your ticket, you should contact our Web Support team on 08457 225 111.

I have completed my booking, but no Print@Home ticket/file is shown on the final confirmation screen. What do I do?

Print@Home

• During busy periods our system may not be able to instantly generate your Print@Home ticket. It will usually be ready within 10 minutes and can be accessed from the desk top version of the East Coast website by going to "My Account".

What are the opening times for local public transport providers?

Public Transport

• To confirm opening times of local public transport providers, please check the following sites:

  - London Underground - www.tfl.gov.uk/tube

  - Manchester Metrolink - www.metrolink.co.uk

  - Newcastle Tyne and Wear Metro - www.nexus.org.uk

What Railcards are available and how do I purchase one?

Railcards

• There are 4 types of Railcard:

  1/16-25 - if you are aged 16-25 or are 26+ and in full-time education, you can save a third on many rail fares.

  2/Family & Friends - up to 4 adults and 4 children aged 5-15 can travel together on one card. Adults save a third and children 60% when travelling in Standard Class.

  3/Senior - if you are 60+ you can save a third on many Standard and First Class rail fares.

  All of the Railcards shown above can be purchased at any manned railway station, or on-line at www.railcard.co.uk. If you are purchasing a 16-25 Railcard you will require a passport-sized photograph.

  4/Disabled Persons Railcard - if you are registered disabled you are entitled to a railcard, which will save you a third on many Standard and First Class rail fares.

  A Disabled Persons Railcard cannot be issued at stations, you have to apply to the following address:

  Disabled Persons Railcard Office
  PO Box 163
  Newcastle upon Tyne
  NE12 8WX

  or contact

  Telephone: 08456 050525
  Textphone: 08456 010132
  Website: www.disabledpersons-railcard.co.uk
  E-mail: disability@atoc.org

What should I do if I have received two identical sets of tickets?

Duplicate tickets

• If you only booked one set of tickets and you have received two, please check your bookings via the desk top version of the East Coast website in My Account under "Check your order status".

  If a duplicate booking has been made, Sign In to My Account, click on "Apply for a Refund" and follow the instructions. This can't be accessed via the mobile version of the website.

After what period of time can I claim a refund?

Refunds

• Refunds must be claimed within 28 days of the ticket’s expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.

  To check the terms and conditions of your ticket, Sign In to My Account when on the desk top version of the East Coast website and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

  Any delivery charge made at the time of ticket purchase, is not refundable should you subsequently cancel and refund your ticket.

How do I apply for a refund?

Refunds

• You can apply for a refund via the desk top version of the East Coast website (it is not possible via the mobile site). Simply Sign In to My Account, click on “Apply for a Refund” and follow the instructions.

  If you are in possession of the tickets for which you require a refund, you must return these with the completed form. Your refund will not be processed until we are in receipt of the tickets. We advise you to send your tickets back via a guaranteed delivery service such as Royal Mail Special Delivery, available at any Post Office, as we cannot be held liable for any tickets lost in transit to us. We regret that the postage and packaging costs cannot be refunded.

  From receipt it will take up to 7 working days to process your refund and it may take a further 5 days for this credit to appear on your statement.

  If you selected to collect your ticket on departure from a Self Service Ticket Machine and have not collected your tickets, we will process the claim without you having to collect the tickets, provided you wish to refund all the ALL the tickets in your booking.

  The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket.

  Please note that any delivery charge made at the time of ticket purchase, is not refundable should you subsequently cancel and refund your ticket.

Can I cancel tickets before I receive or collect them?

Refunds

• You can cancel your tickets before you receive them in the post. To do this you should access the desk top version of the East Coast website, then Sign In to My Account, click on 'Apply for a refund' and follow the instructions. It is not possible to do this via the mobile version of the site

  If you selected to collect your tickets on departure via the Self Service Ticket Machine and you have not collected them yet and you wish to refund ALL tickets in the booking, then select the ‘Refund’ option and confirm the refund. Your tickets will be automatically cancelled and a refund minus any refund admin fee will be credited back to your card account within a few days. (You do not need to complete a refund form).

  If you selected to collect your tickets on departure via the Self Service Ticket Machine and you have not collected them yet, but only wish to refund some but not all of your tickets, then you must collect your tickets before requesting a refund.

  Please note: In both cases we require a fully completed Refund Form. If you elected to have your tickets posted to you, you will be asked to return the tickets once you receive them. Your refund will not be processed until we are in receipt of the tickets.

  The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in 'My Account' under 'Check your order status' when on the desk top version of the East Coast website. Any delivery charge made at the time of ticket purchase, is not refundable should you subsequently cancel and refund your ticket.

Where can I check the amount of refund to which I am entitled?

Refunds

• Please visit the desk top version of the East Coast website (it isn't possible to access this via the mobile site) and Sign In to My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed. The refund value shown is for tickets that have not been used for travel. If you require a refund on a return ticket where you have only used part of the journey, then you will be advised of the refund amount by email once the refund has been processed.

  Ticket conditions can be viewed at anytime during the booking process.

  Please note that any delivery charge made at the time of ticket purchase, is not refundable should you subsequently cancel and refund your ticket.

Will I get a confirmation email to inform me that my refund has been completed?

Refunds

• Once your refund has been processed we will send you an email to confirm the amount credited to your bank account.

  Please note, from receipt of the confirmation email it may take a further 5 days for this credit to appear on your statement.

  Please note that if you paid for your ticket(s) with eVouchers, your account will be credited back the value of the eVouchers used for payment.

How long will it take for my refund to be processed?

Refunds

• We process all refund requests within 7-10 days from either receipt of your tickets (for tickets posted), or from submitting your refund claim online (for tickets collected at the station). Once a refund has been processed it can take a further 5 days for the credit to appear on your statement. If your card statement is due within the next few days you may not see the credit until the following month’s statement. In this case you can check whether the money has been credited to your account by contacting your card issuer.

  Refunds will be credited back to card account number used in the original transaction. It is not possible to refund to another card account number.

Can I claim a refund on the new ticket I have had to purchase because I forgot to carry my Railcard?

Refunds

• No. The Railcard terms and conditions state that you must carry it with you at all times if travelling with a Railcard-discounted ticket. If you do not have the Railcard with you at the time your ticket is inspected you will be liable to pay for a new ticket for that journey at the full undiscounted rate. You will not be entitled to a refund for these tickets even if you can provide a copy of the Railcard at a later date.

How do I register as a customer on eastcoast.co.uk?

Registering

• You can register and thereby create an account with us at anytime, when using the desk top version of of the East Coast website or when booking a ticket via the desk top site or our mobile site. Simply use the 'Register' area situated in the top right corner on the homepage of the desk top version of the East Coast website.

  Registering allows you to save your preferences to make future purchases quicker and easier, and enables access to discounted fares when travelling on East Coast services.

I no longer wish to receive email communication from eastcoast.co.uk. What should I do?

Registering

• If you no longer wish to receive marketing emails from East Coast then simply visit the desk top version of the East Coast website and Sign In to My Account, select the field to cancel email communications and tick the box. Your instruction will be unsubscribed within 28 days. Alternatively you can opt out from all of our marketing emails by following the instruction at the bottom of each email.

  Please note: If you are a Rewards member it is a condition of the scheme that you must remain opted in to be able to earn or redeem Rewards Points. If you opt out, your membership will be suspended.

How do I update my personal details?

Registering

• When you need to update your personal details (e.g. email address, telephone number or password) please visit the desk top version of the East Coast website and Sign In to My Account and proceed to the ‘Update personal details’ page.

  If you have any difficulties updating your information please contact Web Support on 08457 225 111 or email via the Contact us section of this site..

Can I reserve seats?

Reservations / Seating Preferences

• Seats can be reserved on all East Coast services subject to availability. Reserving a seat is optional for the following ticket categories:

  -Standard Anytime

  -Standard Off-Peak

  -Rangers and Rovers (including BritRail)

  -Weekender

  -Superbreak (and other Inclusive tour tickets)

  -Standard Super Off-Peak

  -Season tickets on East Coast services.

  If you are travelling in First Class or with an East Coast Season ticket, seat reservations can be made free of charge.

  The details of your seat reservations will be printed along with your tickets and this information (when viewing from the desk top version of the East Coast site) is also held in Your Account.

  Things to note about seat reservations:

  -Only one seat reservation can be made per single journey

  -If you have did not reserve a seat at the point of purchase we cannot guarantee you a seat, particularly at peak times.

  -In most cases you can board a train without a reservation if you hold an open ticket, however, there will be exceptions to this such as during busy periods (e.g. Christmas and some Bank Holidays).

  East Coast train seat maps can be viewed from the desk top version of the East Coast website here

I did not receive a seat reservation. What should I do?

Reservations / Seating Preferences

• There are various reasons why you may not get a seat reservation:

  -The ticket type you have purchased does not include automatic seat reservations.

  -Seat reservations may not be available on the journey you are taking – e.g. if it is a short distance service.

  -The train operator may not have released seat reservations at that time. The train operator will only open seat reservations when the train path has been confirmed by Network Rail. This is usually 12 weeks ahead of your travel date.

  -The train on which you wish to travel is full at the time of booking.

  If you wish to reserve a seat for a ticket already purchased, please visit a Travel Centre or call Web Support at least 2 hours prior to the train's departure from its originating station, who will do their best to accommodate your request.

What seating preferences are available for my journey?

Seating preferences

• Seating preferences are offered for bookings where a service has been selected.

  Your seat number(s) will be printed with your tickets.

  Please note that seating preferences cannot be guaranteed, however interactive seat maps are available during purchase (when booking from the desk top version of the East Coast site) for many East Coast services, enabling you to view and choose your own seat.

  East Coast train seat maps can be viewed from the desk top version of the East Coast site here.

What is East Coast Rewards?

About our Loyalty scheme

• East Coast Rewards is our loyalty scheme which launched on July 25 2011. It is a Points-based scheme where you can earn Points for purchases on the mobile and desktop versions of eastcoast.co.uk. With the exception of some East Coast tickets, the minimum spend to qualify for loyalty points is £22 per booking. Tickets booked for travel with other train operators, not just East Coast, will qualify for points.

I have got a message to say my account is on hold, what does this mean?

Account on hold

• The most likely reason is because for some reason the email address you have registered at eastcoast.co.uk is not valid and may need changing or updating. We are unable to maintain Rewards accounts with invalid / incorrect email addresses. Please contact web support to seek further advice.

Can I book for additional people with me when I book a free Rewards train ticket?

Additional people when booking a Rewards train ticket

• Yes, as long as you have sufficient free tickets in your account for all the people travelling. Additionally, up to two children under the age of 5 per ticket can travel free but no seat reservation will be issued. Up to 3 child tickets can be purchased per 1 adult free ticket, The costs for these are £5 for a Standard single ticket or £10 for a First Class single ticket.

How do I book my free train tickets?

Booking free tickets

• To use your free train tickets, simply follow our step by step guide from the desktop version of our site, by clicking here.

Can I earn Points on all my trips?

Can I earn Points on all my trips?

• You can earn points on all train travel trips with all train operators on whichever route you choose when booked on the desktop and mobile versions of eastcoast.co.uk. With the exception of some East Coast tickets, there is a minimum spend of £22 required for that booking to qualify for points

My Rewards free train ticket is showing on my Rewards account page as available to book, but when I go to book I cannot see a £0 ticket on the booking engine mixing deck...

Can't see a £0 ticket

• Please check you are doing the following –
  • You have signed in at eastcoast.co.uk
  • You are booking at least 7 days in advance
  • You have sufficient free Rewards tickets in your account
  • You’ve selected stations served by East Coast
  • You will not be able to make a booking if you only enter a child within in the search criteria
  • All free tickets are subject to availability. There may not be any availability on your selected date. In this case, the £0 voucher will be shaded in grey.

How do I change my contact details?

Change contact details

• If you want to change your name or email address you will need to update your eastcoast.co.uk account by Signing In on the desktop version of the website and clicking on 'My Account' at the top of the screen.

I need to change the journey date and time on my Rewards ticket booking, is this possible?

Changing journey date and time

• Unfortunately, once a Rewards ticket has been redeemed and booked, it cannot be changed, amended, cancelled or refunded, as per the Rewards terms and conditions.

The train journey I took with my free ticket was delayed / cancelled. Am I able to claim compensation through the ‘Delay Repay’ scheme?

Claiming compensation on free ticket

• No. Unfortunately we do not offer any compensation on Free tickets if a train is delayed or cancelled.

How do I collect my Rewards tickets?

Collecting your free train tickets

• Rewards tickets can be printed using Print@Home. If you select this option you will need to provide some information about personal ID for the lead traveller when you book. To collect your Rewards train tickets by 'Ticket on Departure', you need your eight-character booking reference and a valid debit or credit card when you collect your tickets at the station. You can then collect your tickets from a Fastticket machine (at the station you selected when making the booking) by inserting your card and entering the reference number on the screen. Your card will not be charged unless you added additional items such as child tickets or London Travelcards in your transaction.

Will I be charged when I collect my tickets?

Collection charges

• Not unless you have added additional items in your transaction. A valid debit or credit card is required for security only and is required each time tickets are collected using Ticket on Departure.

What are the conditions of Rewards membership?

Conditions of Membership

• East Coast Rewards is open to anyone who purchases on our website and it is free to join. A major condition of Rewards membership is that you are agreeing to receive marketing communications from East Coast. Please see our full membership terms and conditions. If you opt out of receiving communications from East Coast you will automatically be opted out from the Rewards scheme. For full terms and conditions of the scheme, click here when accessing from the desktop version of our website.

How do you earn Points?

Earning points

• You earn Points on all purchases made on the East Coast desktop or mobile website where that booking is a minimum spend of £22 in value unless specified (certain East Coast tickets have no minimum spend to qualify for points). For more details on how to earn points full terms and conditions or visit the Rewards section of the desktop version of our website.

How do I join?

How to join Rewards

• There are 3 methods of joining
  
  1. If you are already registered to buy tickets at eastcoast.co.uk and are opted in to receive special offers and promotions by email you simply need to Sign In to your East Coast account from the desktop version of our website and, click the ‘Join now’ button on the first page within the Rewards section of the website at http://www.eastcoast.co.uk/loyalty-intro-page/
  2. If you are already registered to buy tickets at eastcoast.co.uk but are NOT opted in to receive special offers and promotions by email, you will need to Sign In to your East Coast account on the desktop version of our website, then click on ‘My Account’, then ‘Personal Details’. At that page you will need to ensure you have ticked the boxes to ‘receive details of special offers and promotions’ and ‘to join East Coast Rewards’
  3. If you are not registered, you will need to register with East Coast and join Rewards at the same time. This can be easily done by selecting visiting eastcoast.co.uk/rewards and selecting the ‘Join Now’ button on the main page within the Rewards section of the desktop version of our website.
  Alternatively Click Here to join when accessing from a desktop rather than mobile device.
  

What can I spend my Points on?

How to spend Points.

• Currently you can spend your Points on free Rewards Leisure Single tickets for travel with East Coast; eVouchers which can be spent be on any train journey when booked through eastcoast.co.uk, free East Coast on-board Wi-Fi access for a 24 hour period (valid in Standard, Wi-Fi in First Class is currently free of charge), a range of wines and First Class Lounges, we also offer a range of member benefits. For more details about our rewards, when on the desktop version of our website, click here. We plan to expand the range of benefits to include third party rewards. Details will be published on the desktop version of our website.

How do I log in to my East Coast Rewards account?

Logging into your Rewards Account

• Assuming you have already registered as a Rewards member, simply visit the desktop version of eastcoast.co.uk and Sign In at eastcoast.co.uk/rewards. You will be firstly asked to sign in and will then be directed to the East Coast Rewards account summary, from where you can view your Points and redeem them on the rewards available to you from the desktop version of our website.

Why are there no seats available when I try to book a Rewards ticket?

No seats available when booking

• There is a limited number of seats available. These will be allocated on a first-come-first-served basis. If the seats on the train on which you wish to travel have already been allocated, you will need to select an alternative East Coast service that has availability. Please note that the number of seats available on our trains will vary from train to train and on certain peak-time East Coast trains Rewards tickets will not be allocated. There may be certain dates at busy times (such as Christmas and Easter) on which bookings are not permitted. Our Rewards ticket allocation is subject to availability.
  
  If no seats show as available it’s also worth checking the following:
  • You’re booking your journey at least 7 days in advance
  • You’re selecting stations which are served by East Coast
  • You have sufficient vouchers to cover the booking

I have not received Points for a booking I made. Where are they?

Not received points for a booking

• Was your booking a minimum of £22? If you didn’t book Advance ticket types you need to wait 2 months after the outward date of travel for the Points to be allocated to your account.

I have a problem booking a Free ticket, who should I contact?

Problem booking a Free train ticket

• Please check the step by step guide for help, when accessing from a desktop device. If you are still having difficulties booking a journey, please use the 'Contact Us' to email the Web Support Team or call 08457 225 111, open seven days a week Mon – Sat 8am – 8pm and Sun 10am – 8pm. Bank holidays are standard working days from 8am.

I have redeemed my Points for the wrong voucher and I would like to start this process again. Is there anything I can do?

Redeemed points for wrong voucher

• Unfortunately, once a reward has been selected and redeemed, you are unable to change it.

I buy Season Tickets, so it’s not possible for me to buy my tickets online, can I still earn Points through Rewards?

Season Tickets

• As a monthly (or longer) Season Ticket holder, you may be eligible to earn Points as we are able to offer East Coast Rewards Points on eligible routes when purchased through an East Coast ticket office. You could earn 0.5 Points per £1.00 spent on Standard train tickets and 1 Point per £1.00 on First Class tickets. To find out full details please click here from the desktop version of our website, or pick up a leaflet in your local East Coast Travel Centre

Can I book my free travel by phone?

Telephone booking for free travel tickets

• No. All bookings for Free travel must be made through your Rewards account on the desktop version of eastcoast.co.uk.

Can I change my free tickets once booked?

Ticket change once booked

• No. Once a booking has been made, changes to travel plans are not permitted and tickets or Points cannot be refunded to your account where the ticket is subsequently unused.

Do I have to complete my Free ticket journeys before the Free ticket expiry date which was stated when I redeemed my Points?

Ticket expiry date

• No, the Free ticket expiry date, which is currently 6 months from date of redemption, is the date by which you need to book your travel – as long as you’ve made the booking before the end of the 6 month expiry date, the travel can take place afterwards.

Can I use my benefits with other train companies?

Use benefits with other companies

• No. East Coast Rewards benefits are only valid with East Coast and have to be redeemed through your Rewards account on the desktop version of eastcoast.co.uk

How do I use my Rewards eVouchers?

Using eVouchers

• To use your eVouchers for future ticket purchases on the desktop version of our website, at www.eastcoast.co.uk simply follow our step by step guide by clicking here which takes you to our desktop site.

How do I use my Wi-Fi code on an East Coast Train?

Using Wi-Fi code

• To use your Wi-Fi code when travelling with East Coast simply follow our step by step guide on the desktop version of our website, by clicking here.

The train which I booked my Free ticket on has been cancelled, what do I do?

What to do if your train is cancelled

• You can join the next available East Coast train for your intended journey. Please note that seating accommodation is not guaranteed in these circumstances. We do not compensate against delayed or cancelled trains when travelling on a Free ticket. To view the entire terms and conditions which provide full details about our free tickets, please click here when accessing from the desktop version of our website. If you require additional help when at the station, please seek assistance from the station staff.

I redeemed against a free ticket but it hasn’t appeared in my account

Where are redeemed tickets in my account?

• Simply Sign In to your Rewards account from the desktop version of our website, and on the right hand side of the page you will see a box which confirms how many free tickets you have available to book.

Where can I use my Rewards tickets?

Where can I use my Rewards tickets

• Your Rewards tickets are subject to availability and are valid for pre-booked journeys on East Coast trains only. Bookings must be made at www.eastcoast.co.uk at least 7 days in advance of your outward journey.

How quickly after making a booking can I collect my tickets from a Self-service ticket vending machine?

Fastticket

• If you have chosen to collect your tickets from a Self service ticket machine they will be ready for collection 2 hours after purchase.

How do I collect my tickets from a Self-service ticket vending machine?

Fastticket

• To collect your tickets from a Self-service ticket vending machine you will need:

  1. The debit/credit card that was used to purchase the tickets.
  2. The 8 character alpha-numerical reference given when the booking was processed. You can find this on your email confirmation.

  When at the Self-service ticket vending machine:

  1. Insert the debit/credit card used to purchase the tickets.
  2. Key in the reference (please note that in some cases you may not be required to enter your reference).
  3. Once your details have been checked your tickets will be dispensed.
  4. Do not remove tickets from the machine until all tickets and reservation coupons have been issued and the main screen informs you that the transaction is complete.

Can someone else collect my tickets from the self-service ticket vending machine?

Fastticket

• Yes, as long as they have access to the credit/debit card made to purchase the tickets and the 8 character reference shown on your email confirmation. The tickets cannot be issued without these.

What should I do if there is a problem collecting my tickets from the Self-service ticket vending machine?

Fastticket

• If you have a problem collecting your tickets from the Self-service ticket vending machine (e.g. not enough tickets have been issued or they are of poor print quality) please speak to the Travel Centre/Ticket Office staff.

I no longer have the credit/debit used to purchase my ticket as it has been lost or stolen. How do I collect my tickets?

Fastticket

• In the event that you lose the credit/debit card used to purchase your tickets, or it is stolen, we will be unable to issue you with your tickets at the station. You should contact Web Support by telephone on 08457 225111 or by email via Contact Us for information regarding the best course of action.

Which stations have Self Service ticket vending machines?

Self Service ticket vending machines

• All East Coast mainline stations have Self Service ticket vending machines.

Can wheelchair users pass through the automatic ticket gates?

Can wheelchair users pass through the automatic ticket gates

• The ticket gates are built to the latest accessibility standards with extra wide gates to accommodate wheelchairs. As well as serving passengers with disabilities, the gates are designed to ensure passengers with pushchairs, small children or large amounts of luggage are not delayed.

How do I book a taxi to / from the station?

How do I book a taxi to / from the station?

• Taxi ranks are available at all major stations on the East Coast route, and can be booked in advance to take you to and from the station. Please check the 'Station information' section of this website for more information about taxi rank and taxi operators at each East Coast station.

Are there baby-changing facilities at all stations?

Stations

• Facilities vary from station to station. For further information regarding facilities at stations please visit our Station Information pages. All East Coast trains have baby-changing facilities. They are situated in the toilet compartments in coaches G and L on our electric trains and in all toilet compartments on our HST diesel trains.

What if I don’t have a ticket when I get to the ticket gate?

What if I don’t have a ticket when I get to the ticket gate?

• There will be a ticket window or self service ticket machine next to the ticket gates for you to purchase a valid ticket.

What if my ticket is damaged and won’t go through the ticket gate?

What to do if your ticket won't go through the ticket gate

• If your ticket is damaged or you hold a different ticket type with no magnetic strip or barcode, please ask a member of staff for assistance. If your Season Ticket becomes damaged, ask for a replacement at the ticket office where you originally purchased it.

Why have you introduced automatic ticket gates?

Why have East Coast introduced ticket gates

• These gates help us to reduce the number of passengers travelling without a ticket, improve security and discourage anti-social behaviour. The gates will ensure that customers who buy the correct ticket will no longer be subsidising those who have not purchased tickets.

Will my Season Ticket work with the gates?

Will my Season Ticket work with the gates?

• Yes, however you will need to remove it from its wallet and insert it into the gate. If your Season Ticket becomes damaged, ask for a replacement at the ticket office where you originally purchased it.

Will your ticket gates retain my ticket?

Will your ticket gates retain my ticket?

• No, all of the gates at East Coast stations will return your ticket to you.

At what age do children have to pay to travel?

Child Tickets

• Children under the age of 5 travel free of charge so you will not have to purchase a ticket for their journey. Please keep in mind that they will not have a seat reservation and they will be expected to sit on your knee if the train is busy. If you wish them to have a seat reservation then you will need to purchase a child’s ticket.

  For children aged 5 to 15 inclusive there are discounted fares available These fares will be displayed during the booking process.

  One of the most economical ways to purchase a child’s fare can be to purchase a Family & Friends Railcard. This gives a 33% discount on adult fares and a 60% discount on child fares when all travelling together in Standard Class. For further information please see www.familyandfriends-railcard.co.uk.

Why would I use 'Save for later'?

Save for later

• The 'Save for later' function on the desk top version if the website allows you to hold the dates and times selected for your journey, however does not save any fare selected. This function allows you to contact colleagues with dates/times to check suitability for your journey.

Can I book First ScotRail Sleeper services via this website?

Sleeper Bookings

• It is possible to book tickets on First ScotRail Caledonian Sleeper services via the East Coast desk top website, however we are only able to offer seat (not berth) reservations. If you would like to book a ticket and reserve a berth, you will need to contact First ScotRail directly, or visit a station.

  If you have any queries regarding what you have booked, please check your booking in "My Account" from the desk top version of the East Coast website or contact our Web Support team on 08457 225111.

  N.B. If you are purchasing a flexible/open ticket via our site and intend to travel on a Sleeper service, a reservation must be held. You will not be permitted to board without a reservation.

What are Advance tickets?

Tickets

• Advance tickets are sold only as singles(one-way) and if you can be flexible about your travel times, you're more likely to get the lowest available prices. As these attractive fares are quickly snapped up, try to book ahead if you can. We will allocate your seat when you book your ticket.

  
  

  You can buy Advance tickets in Standard and First Class. You may even want to book Standard Class for your outward journey and First Class for your return journey, or vice versa. Even if you can only travel off-peak on one leg of your journey, you may still get better value fares because you can buy the lowest price single ticket for every stage of your trip.

  
  

  Standard and First Advance tickets usually go on sale about 12 weeks before departure.

What types of ticket are there to choose from?

Tickets

• We offer a range of tickets and value–added packages to suit your requirements and budget. Most tickets fall into one of the following categories:

  1/Buy in advance, specified trains:

  Advance tickets are sold as single fares, allowing you to purchase the best deal on each stage of your journey. Advance tickets are subject to availability and carry restrictions in terms of which dates and trains you must travel on. The tickets go on sale approximately 12 weeks ahead of travel. These tickets sell out quickly, so the more flexible you can be, the bigger the savings you can make.

  NB: First Advance tickets do not allow access into First Class Lounges unless shown with a First Class Lounge supplement, available for purchase with an East Coast First Advance ticket or First Class Reader Offer when purchasing via the desk top version of the East Coast website.

  2/Buy anytime, travel off-peak:

  These tickets can give you excellent savings if you are able to travel off-peak but need some flexibility. They’re available up to a few minutes before departure and are usually valid with all train operators. These tickets may have break-of-journey, travel time and direction restrictions, so please check ticket conditions before purchase.

  3/Buy anytime, travel anytime:

  Anytime (First and Standard) single and return tickets are fully flexible and can be purchased up to a few minutes before your train departs. They are valid on all train operators' services.

  Anytime Return tickets are valid for one calendar month and Single tickets are valid for one day

  NB: Friday pm and Sunday pm are very busy times to travel.

Can you quote a ticket price by email?

Tickets

• Unfortunately we cannot offer quotes for train tickets by email. This is because of the continuous live updates on ticket availability.

  Please use this site to find information covering available ticket types, fares and routes.

  If you are unsure about the journey you are about to book or encounter any problems while making your booking then you can contact Web Support on 08457 225 111 or by email via Contact Us.

What is an Open Return ticket?

Tickets

• With an Open Return you do not need to specify a time or date of travel for the return stage of your journey. The tickets are valid for one calendar month from the outward date.

  There are different types of Open ticket:

  • Anytime – fully flexible tickets that can be used on both peak and off-peak services.
  • Off-Peak and Super Off-Peak - available on off-peak services on some journeys. More information can be found within the Travel Information section.

What ticket delivery options are available to me?

Tickets

• There are a variety of ticket delivery options available to you:

  Print@Home

  When booking via the desk top version of the East Coast website, you can print your ticket on your own printer, for all East Coast Advance tickets for all East Coast journeys. This delivery option is offered automatically during the purchase process on our website.

  Self-service Fastticket machine

  You can collect your ticket from a Self-service ticket machine listed on our website. You must bring the credit or debit card you use to buy your ticket, as well as the booking reference given to you when you book in order to be able to collect your ticket.

  First Class Post

  First Class post is available free up to the value of £1,000 if neither a Self-service ticket machine or Print@Home is available for your journey. Otherwise there is a £1 charge for First Class postal delivery. First Class post costs £2 up to the value of £5,000. Tickets will be processed and dispatched by First Class post within 24 hours of booking. Tickets must be booked at least 5 working days prior to travel.

  Next Day Special Delivery

  If you book your tickets by 17.00, delivery is guaranteed by 13.00 the next working day. A signature will be required upon delivery. Bookings made on Saturday before 11.00 will be delivered by 13.00 on Monday (unless it is a bank holiday when they will be delivered on Tuesday). Bookings made after 11.00 on Saturday and on Sunday will be delivered by 13.00 on Tuesday. Information: Special Delivery rates are inclusive of VAT per address Next Day Special Delivery costs £6.22 up to the value of £500, £7.22 up to £1000, and £9.22 up to £2,500

  Overseas Customers

  Postal and Special Delivery are not permitted delivery options for overseas addresses. Those registering from an overseas address or using an overseas registered card will be able to collect their tickets at a self-service Fastticket machine. Unfortunately it is not possible to post to a UK address.

  Please note that any delivery charge made at the time of ticket purchase, is not refundable should you subsequently cancel and refund your ticket.

What should I do if I have not received my tickets?

Tickets

• Tickets are dispatched within 24 hours of booking.

  If you have not received your tickets by the day before travel please call Web Support on 08457 225111 or email via Contact Us , ensuring that you quote your booking reference.

Is it possible to purchase a ticket for someone else?

Tickets

• Train tickets can be used by anyone however Print@Home tickets will have the name of the lead traveller printed on them, and the identification specified at the time of booking, is required to be presented onboard for ticket validation.

  The booking payment card is required when collecting tickets from a Self-service ticket machine.

  When you are making a booking you can request that the tickets are sent to a different postal address within the U.K.

  If you do purchase tickets for someone else please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the payment card as well as the purchase price.

Will I get a receipt for the tickets I purchased?

Tickets

• Yes. If your tickets are being delivered by post then a receipt will be enclosed with them. If collecting from a Self service ticket machine the receipt will be printed with the tickets.

  There are no VAT charges on train tickets.

Why can I see two tickets with the same name but different prices?

Tickets

• On some journeys two or more possible routes exist (e.g. one via London and one avoiding London). In these cases you will often see two or more tickets with the same name and different prices. The difference in price reflects different journey lengths or times. The cheaper ticket will usually have more restrictions.

What happens if I purchase a ticket from East Coast for travel with another Train Operator and my train is delayed?

Tickets

• East Coast is an impartial retailer and sells train tickets on behalf of all Train Operators. If you were delayed on a train run by an operator other than East Coast you should direct any complaints to that operator.

How do I change my ticket and will I be charged more?

Tickets

• This depends on the terms and conditions of your ticket, the nature of the change you wish to make and the availability of fares at the time.

  To check the terms and conditions of your ticket, visit the desk top version of the East Coast website (it is not possible via the mobile site) and Sign In to My Account and 'Check your order status'.

  If your ticket is a First or Standard Advance, you can change it online via Your Account up to 18.00 the day before travel.  If your new travel date is within 7 days of your change date, and the new ticket is an East Coast Advance ticket, you can collect via Print@Home where available. Otherwise, you can call Web Support on 08457 225 111 who will be happy to help you make your amend.

  Please note that this will incur a cost of £10.00 per ticket, plus any difference in fare. Your original tickets and seat reservations, as well as the new tickets must be carried with you when you travel.

  If your ticket is an Anytime, Off-Peak or Super Off-Peak fare and you wish to change the outward journey date, we advise you to cancel and request a refund for your ticket via Your Account when accessing the desk top version of the site, and re-book.

How do I find my booking reference?

Tickets

• A booking reference consists of 8 alpha-numerical characters. It is sent out in the confirmation email you receive when you have made a booking.

  To access your reference from the desk top version of the East Coast site (it is not possible from the mobile site), Sign In to My Account then click "Check my order status". This shows all the bookings you have made. The booking reference number is at the top of this page.

I need help with a rail booking I have made with East Coast. Who do I contact?

Tickets

• If you require any assistance with a rail booking made with East Coast please call Web Support on 08457 225 111.

At what age can children travel on your trains unaccompanied by an adult?

Unaccompanied Minors

• East Coast cannot take any responsibility for children travelling alone and we will not allow any child under the age of 12 to travel without an adult aged 16 or over. If our staff do believe that a child under that age is travelling alone, the British Transport Police will be called for assistance.

How do I book tickets to London Thameslink stations?

London Thameslink Stations

• If you are travelling from the North or South to one of the London Thameslink stations (St Pancras International, Farringdon, City Thameslink, London Blackfriars, London Bridge and Elephant & Castle) served by First Capital Connect and wish to book a ticket, you need to select "London Thameslink" as your destination. This will ensure that the full range of fares for your journey is offered.

What is an Oyster Card?

Oyster Card

• An Oyster card is a plastic Smartcard, the size of a credit card, which has the ability to hold a ticket or stored value within a chip in the card. Using an Oyster card offers substantial savings when travelling by Tube, Bus, Docklands Light Railway and trams within the London area

  To find out more information please go to www.tfl.gov.uk.

What is the best way to travel between stations in London?

Stations

• To find out the best way to travel between stations in London visit www.tfl.gov.uk where you can plan your route across London by Tube, bus, taxi or on foot.

I wish to travel to London Airports. How do I find tickets on the website?

Stations

• To purchase tickets for the Heathrow Express you will need to enter the following information during the booking process under ‘Buy a ticket’:

  ‘From’ – London Paddington
  ‘To ‘ – Heathrow Express

  This will give you the option of 4 tickets to purchase.

  Trains go to terminals 1,2, 3 and 4. The approximate journey times are 15 minutes to Terminals 1, 2 and 3 and 25 minutes to Terminal 4.

  If you are arriving at Heathrow please enter Heathrow in the ‘From’ field and London Paddington in the ‘To’ field.

  To travel to Stansted or Gatwick, simply type those names into the 'from/to' field.