Help

How do I arrange assistance with boarding and alighting from the train?

Assisted Travel

• For those passengers with mobility impairments, we will be delighted to do all we can to make your journey as easy as possible by arranging assistance boarding or alighting from the train or assistance with your luggage at our stations. We can also advise other National Rail stations of your needs and time of arrival, but we can't guarantee assistance at London underground stations.

  To request such assistance, please complete the online booking process. When you come to the 'seating preferences' screen you will be offered the option of 'Boarding Assistance'. Please tick this box and complete the form that appears. You can then proceed to the payment screen.

  If you are a wheelchair user please click here.

  Your details will be forwarded to our Assisted Travel team who will deal with your request and contact you directly to confirm your assistance arrangements have been made.

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

  Telephone: 08457 225 225
  Text Phone: 08451 202 067
  Email: assistedtravel@eastcoast.co.uk

  Opening times 08.00-20.00 daily
  Closed Christmas Day and Boxing Day

  Please note: All assistance must be booked by 18.00 the day before travel.

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

• No, 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 go through the normal on-line booking process. When you come to the "seating preference" screen you will be offered the option of wheelchair space. Please tick this box and complete the form that appears, before proceeding to the payment screen.

  Your details will then be forwarded to our Assisted Travel team, who will deal with 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.

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

  Telephone: 08457 225225
  Textphone: 08451 202067Email: assistedtravel@eastcoast.co.uk

  Opening times 0800-2000 daily
  Closed Christmas Day and Boxing Day

  Please note that all assistance must be booked by 1800hrs 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 due to things for which we are responsible, we will give you compensation in the form of Rail Travel Vouchers.

  We are not obliged to pay compensation for journeys delayed by circumstances outside of our control, such as adverse weather conditions.

  For more information please refer to the relevant Passenger's Charter:

  East Coast

Do you use cookies?

Computer

• We may collect and process anonymous information about your visit to our website, such as some of the pages you visit and some of the searches you perform. Such anonymous information is used by us to help improve the content of the site and to compile, for internal market-research purposes, aggregate statistics about individuals using it. In doing this, we may install cookies that collect the first-level domain name of the user (eg.,“bigmail.com” from an e-mail address john@bigmail.com) and the date and time of access.

Why am I being asked to enter a promotional code?

Promotional discounts

• You may be prompted to enter a code when you log in to your account 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 and to obtain the code.

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 Friday, 10:00 - 20:00 on Sunday.
  Closed Christmas Day and Boxing Day.
  International Telephone Number +44 191 2275959

How do I contact the East Coast Business Travel Service?

Contact Us

• East Coast Business Travel Service can take care of all your UK rail travel.

  Please call 08457 225 225 between 08.00 and 18.00 hrs Monday to Friday; email BusinessTravel@eastcoast.co.uk or fax 08457 225 222.

  You can collect your tickets from any National Rail station or from a East Coast self service ticket machine. Alternatively your tickets can be sent to you by First Class post or by guaranteed delivery for an extra charge.

  Payment for the tickets can be made by credit card or invoiced to your company on a monthly basis.

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 East Coast please contact East Coast Group Travel on 08457 225 010 or email Group.Travel@eastcoast.co.uk; open 09.00 – 18.00 Monday to Friday.

  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, in the Restaurant and 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 East Coast. We try to make it as easy as possible for you to contact us and you can phone, e-mail, fax or post:

  East Coast

  East Coast Customer Relations
  Freepost RRZG-ZZZX-LKXK
  Newcastle-upon-Tyne
  NE1 5DN

  Telephone: 08457 225 333
  Fax: 0191 2275986
  E-mail: c.relations@eastcoast.co.uk

  Opening hours 0830-1700 Monday to Friday
  0900-1600 Bank Holidays

  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 Passenger's Charters'. Please use the links below to access the relevant Charter:

  East Coast

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.

How will I know if there is engineering work affecting my travel arrangements?

Engineering / Disruption

• Engineering work is planned well in advance and the information provided at the time of purchasing your train tickets should be up to date. Service disruption information is provided for East Coast services via specific calendars.

  Please consult the following pages for relevant engineering works:

  East Coast

  You should always check for the latest train running information prior to making your journey.

  This is available here:

  East Coast

  Alternatively, for non East Coast routes, visit www.nationalrail.co.uk or contact National Rail Enquiries on 08457 484950.

Where can I find maps showing the UK rail network?

Engineering / Disruption

• Maps covering the East Coast route network are available here

  To find maps showing all Train Operator stations and routes across the country please go to www.nationalrail.co.uk/tocs_maps/maps/. These are large maps and require the free Adobe Acrobat reader software.

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

• Current vacancies can be viewed here

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.

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

What is the minimum transaction your website will accept?

Minimum Transaction

• The minimum transaction level on the East Coast website is £5.00. You will only be able to make a booking if your total spend exceeds this amount.

What is JourneyCheck?

Journeycheck

• Journeycheck is a live travel information service offered on our websites, powered by Nexus Alpha.

  Visit the Live Travel Information sections of each site to receive up to date information on train running for East Coast services, as well as any problems affecting either route.

  You can also sign-up for live travel alerts free of charge, sent to you by SMS and/or email.

How do I register for live travel alerts?

JourneyCheck

• You can register for live travel alerts via the live travel information section of either website. You will be asked to provide your name and email address, plus a mobile telephone number if you wish to receive alerts by SMS. Please note that your contact details will need to be verified before you can activate your alerts. Please use the links below to register:

  East Coast

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

JourneyCheck

• To stop or disable live travel alerts you need to:

  • Login to your JourneyCheck account
  • East Coast
  • 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.

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. You can write, email, phone or fax:

  Customer Relations
  Freepost
  RRZG-ZZZX-LKXK
  Newcastle-upon-Tyne
  NE1 5DN

  Email: c.relations@eastcoast.co.uk
  Telephone: 08457 225 333
  Fax: 0191 2275986

  Opening Hours 08.30-17.00 Monday to Friday
  Bank Holidays 09.00-16.00

  For East Coast, any items of property found on-board a train or at a station will be handed in to the Station Management Centre at the nearest station and registered on a central database. After 24hrs the item will then be transferred to the local Lost Property Office in the case of London King's Cross, Leeds and Edinburgh, or our central store at Newark.

  If your item is handed in, it can be collected from the relevant station or we can arrange to have it posted at your cost. Please note that you will also be charged a fee for retrieval.

  For East Coast, in the first instance please contact Customer Relations using the details above. For any service arriving at London Liverpool Street, all property handed in is handled by the Excess Baggage Company, telephone number 020 7247 4297.

Why can't I apply for additional rewards?

Applying for additional rewards

• You can only apply for additional rewards in the first six months of the membership period. After six months this option is not available.

Can I book my complimentary travel by phone?

Booking complimentary travel

• No. All bookings for complimentary travel must be made through your online account.

Can I change my complimentary tickets?

Booking complimentary travel

• No. Once a booking has been made, changes to travel plans are not permitted.

Where can I use my complimentary tickets?

Booking complimentary travel

• Your complimentary tickets are valid for pre-booked journeys on East Coast trains only.

When do I need to book my complimentary travel by?

Booking complimentary travel

• You must book complimentary travel a minimum of seven days before the outward travel date. The further ahead you book, the more likely you are to be able to get the dates and times of travel that you prefer.

Why can't I see the free ticket when searching for trains?

Booking complimentary travel

• Have you clicked the 'Redeem vouchers' button? You need to do this and re-enter your email address and password before you can book complimentary tickets.

Why do I have to enter my email address and password twice?

Booking complimentary travel

• When you click 'Redeem vouchers' we will ask you to enter your email address and password. This is to verify your membership account and keep it secure.

Can I take additional people with me?

Booking complimentary travel

• Yes. You can use up to two eVouchers in a single transaction, allowing up to four people to make a complimentary journey.

  Additionally, up to two children under the age of 5 per ticket can travel free but no seat reservation will be issued. Children aged 5-15 can travel at an additional cost of £20 per child.

The train that I booked my complimentary ticket on has been cancelled, what do I do?

Cancelled train

• You can join the next available East Coast train for your intended journey. Please note that seating accommodation is not guaranteed in these circumstances. If you require additional help, please seek assistance from the station staff.

How do I collect my complimentary tickets?

Collecting complimentary tickets from the station

• To collect your complimentary tickets, you need your eight-digit booking reference number and a valid debit or credit card.

  Collect your tickets from a Self service ticket machine 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.

Why do I need a debit/credit card to collect my tickets?

Collecting complimentary tickets from the station

• When collecting your tickets from a Self service ticket machine you will need to insert a valid debit or credit card. This is for security purposes only. Your card will not be charged unless you have added additional items in your transaction.

Will I be charged when I collect my tickets?

Collecting complimentary tickets from the station

• 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.

Why are there no complimentary seats available?

Complimentary ticket availability

• There are 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 service that has availability. Please note that the number of seats available will vary from train to train and on certain peak-time trains complimentary seats will not be available. There may be certain dates at busy times (such as Christmas and Easter) on which bookings are not permitted.

  For details of any restricted dates, please view the 'Reward terms and conditions' from your 'escape' account summary page.

Why has the number of complimentary journeys reduced?

Complimentary travel

• Each time you book a complimentary ticket, the number shown on your account will reduce by the number of tickets used. Additionally, if you do not use your complimentary tickets by the expiry date shown, they will be removed from your 'escape' account summary.

What dates can't I travel using complimentary tickets?

Complimentary travel restrictions

• There may be certain dates at busy times (such as Christmas and Easter) on which bookings are not permitted. For details of any restricted dates, please view the 'Reward terms and conditions' from your 'escape' account summary page.

What is 'escape'?

'escape'

• 'escape' is the reward scheme for frequent travellers, operated by East Coast – please note that this scheme applies to East Coast only.

How do tickets booked online count towards membership?

escape membership qualification

• When completing the application form, simply select the 'online' option. We will then check your purchase history for qualifying transactions. You don't need to send us any tickets. When completing the application form, simply select the 'online' option. We will then check your purchase history for qualifying transactions. You don't need to send us any tickets.

  Please note that only tickets booked at eastcoast.co.uk count towards membership.

What tickets are not valid for 'escape' membership?

'escape' membership qualification

• We do not accept Standard Class Season tickets, Standard Class Period Travelcards, and all Rail Rover tickets – please note that this scheme applies to East Coast only.

How much do I have to collect to join 'escape'?

'escape' membership qualification

• Your qualifying tickets must total a minimum of £1,800 from a consecutive three month period in the last six months (not earlier that 1 August 2008). – please note that this scheme applies to East Coast only

What tickets do I need to collect to join 'escape'?

'escape membership qualification'

• You need to provide tickets that have been used by you worth £1,800 or more from a consecutive three month period in the last six months (not earlier that 1 August 2008).

  Please note that we do not accept Standard Class Season tickets, Standard Class Period Travelcards, or Rail Rover tickets.

  All other ticket types will be accepted for qualification provided they allow travel on East Coast services on the East Coast route. For journeys extending beyond the East Coast route, credit will be given for the portion of the ticket valid on the East Coast.

  For individual ticket queries please contact Membership Enquiries: 08457 77 66 44 (Monday - Friday 09:00 - 17:00) or email membership@eastcoastescape.co.uk – please note that this scheme applies to East Coast only

How do I apply for additional rewards?

How do I apply for additional rewards?

• Applying for additional rewards is similar to applying for membership of 'escape'. You complete an online form, available from your 'escape' account summary page, and then choose whether to post your tickets to us, or use the information from your online account.

  Please note your can only apply for additional rewards in your first 6 months of membership.

How do I book my complimentary tickets?

How do I book my complimentary tickets?

• To learn about booking your complimentary tickets visit the 'How do I use my complimentary travel vouchers ' link on your account summary page.

How long is additional complimentary travel valid for?

How long is additional complimentary travel valid for?

• You can apply for additional rewards at any time in the first six months of your membership period. Once we have processed your application for additional rewards, these will be available through your 'escape' account, and are valid until the end of the current membership period.

How many complimentary tickets can I book?

How many complimentary tickets can I book?

• You can use up to two eVouchers in a single transaction, allowing up to four people to make a complimentary journey.

  Additionally, up to two children under the age of 5 per ticket can travel free but no seat reservation will be issued. Children aged 5-15 can travel at an additional cost of £20 per child.

When does my membership start?

Membership

• Your membership starts as soon as you receive your membership card.

How do I log in to my 'escape' account?

Membership account

• Simply click 'Sign in' and enter your email address and password. Once signed in you will be able to see your 'escape' account summary, book complimentary travel, and apply for additional rewards or renew your membership. – please note that this scheme applies to East Coast only

Why was my application not accepted?

Membership application

• Your qualifying tickets either do not total £1,800 or more for travel with East Coast or are not from a consecutive three month period within the last six months. If you require further assistance, please contact Membership Enquiries.

Can I apply to join 'escape' by post or phone?

Membership application

• No. All applications to join 'escape' must be made online, using the form provided. – please note that this scheme applies to East Coast only

Why do I need to register before applying?

Membership application

• Your 'escape' travel benefits will be available online. You need to register and create an account to access your benefits.

I have to keep my tickets for expenses, how can I join?

Membership application

• If you book your tickets through this website, we can verify your purchases without the need for you to send tickets. Simply select the online option when completing the application form.

  If you are sending tickets by post, we require the original single, or outward portion of return tickets.If you are unable to send your tickets please contact Membership Enquiries for assistance.

When will I receive my membership card?

Membership application

• Once we have received your application and confirmed that your tickets are valid and are of sufficient value to qualify for membership, we will notify you by email.

  This process will take a few days but will be quicker if you have elected to use purchases from your online account.

  Membership cards are prepared in batches approximately every two weeks and are valid from the next 1st or 15th of the month, whichever comes first.

I've not received my membership card, what do I do?

Membership application

• Please allow 28 days from the receipt of your confirmation email then, if your membership card has still not arrived, please contact Membership Enquiries. We will normally notify you earlier than this if there is a problem with your application.

How do I change my contact details?

Membership details

• To change your contact details sign in to your account and complete the form that can be found on your 'escape' account summary page.

  Please note that if you are changing your name or email address you will also need to update your eastcoast.co.uk account by clicking on 'Your Account' at the top of the screen.

What are Travel for Two and Travel for One tickets?

Membership rewards

• Travel for Two is a complimentary ticket that allows up to two people to make a First Class return journey on East Coast trains.

  Travel for One is a complimentary ticket that allows one person to make a First Class return journey.

  The 'escape' member can either use this benefit themselves or pass the booked tickets to friends or family.

  Please see the benefit Terms and Conditions for further details.

How long are complimentary tickets valid for?

Membership rewards

• The complimentary tickets you receive at the start of your membership are valid for six months. If you receive additional rewards, these will be valid from the date you receive them until the end of the 12-month membership period.

  You can view the expiry dates of your complimentary tickets on your 'escape' account summary page.

Can I use my benefits with other East Coast companies?

Membership rewards

• No. 'escape' benefits are only valid with East Coast.

I used to have paper travel vouchers, do I need them to travel?

Old travel vouchers

• There are no paper travel vouchers with 'escape'.

  When you have completed your booking you will collect a ticket and reservation coupons from a Self service ticket machine. You must have both the ticket and reservations with you when you travel.

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

Problems encountered when booking a complimentary ticket

• If you are having difficulties booking a journey, please use the 'Contact Us' to email the Web Support Team or call us: 0845 225 111, 08:00 - 20:00 seven days a week

When can I renew my membership?

Renewing your membership

• You can renew your membership at any time within the last six months of your current membership period. On your 'escape' account summary page, simply select 'Renew your membership' and complete the application form. You will need to provide tickets to the value of £1,800, collected within a consecutive three month period during the last six months of your membership – please note that this scheme applies to East Coast only.

How do I renew my membership?

Renewing your membership

• Sign in to eastcoast.co.uk to access your 'escape' account, and select 'Renew your membership' on the 'escape' account summary page – please note that this scheme applies to East Coast only

What is the option to renew membership with £3,600 worth of tickets?

Renewing your membership

• We recognise that some our most valued customers travel very frequently with us. If you have spent £3,600 in a consecutive three month period during the last six months of your membership, you can apply to renew at a high level, with more travel rewards. Details are available from your 'escape' account summary page.

When will I receive my new membership card and benefits?

Renewing your membership

• Once we have received your renewal application and confirmed that your tickets are valid and are of sufficient value to re-qualify for membership, we will notify you by email.

  This process will take a few days but will be quicker if you have elected to use purchases from your online account.

  If we receive your completed application (and valid tickets where appropriate) at least 30 days before your membership expires, you will receive your new membership card and notification of benefits approximately 7 days before your current membership expires.

  Otherwise membership cards are prepared in batches approximately every two weeks and will be valid from the next 1st or 15th of the month whichever comes first.

Why can't I renew my membership for next year?

Renewing your membership for next year

• You can only renew your membership within the last six months of your current membership period. After six months of your membership, you will be able to access the 'Renew your membership' link on your 'escape' account summary page.

How do I get a replacement complimentary ticket?

Replacing a complimentary ticket

• If you have chosen not to travel using your booked ticket, or are unable to do so for reasons outside the control of East Coast, we are unable to replace complimentary tickets. If you were unable to travel as a result of the cancellation of a East Coast train, please contact Membership Enquiries for assistance.

Do I need to show my membership card with my complimentary ticket?

Travelling on complimentary tickets

• No. The benefit is transferable to friends and family, therefore the membership card does not need to be shown.

I have my membership card but can't access my online account?

Unable to access online account

• On receipt of your membership card, please allow two working days for your 'escape' account to be activated. If you are unable to access your account after this time, please contact Membership Enquiries for assistance – please note that this scheme applies to East Coast only.

I can't access my 'escape' account?

Unable to access online account

• Sign in to eastcoast.co.uk to access your 'escape' account using the email address and password that you used to register. – please note that this scheme applies to East Coast only

Can I use my Railcard with discounted tickets?

Using a railcard with discounted tickets

• Yes. If you hold a valid Railcard, you can use it in conjunction with the 'escape' discount to save even more.

Can I use my complimentary ticket to make a single journey?

Using complimentary tickets for single journeys

• No. All bookings using complimentary tickets must be for return journeys.

What are the additional rewards?

What are the additional rewards?

• You’ll be entitled to an additional two First Class Travel for One vouchers and two First Class Travel for Two vouchers if during your first six months of membership you’ve purchased tickets to the value of £1,800 in any three consecutive months.

  You’ll be entitled to an additional four First Class Travel for One vouchers and two First Class Travel for Two vouchers if during your first six months of membership you’ve purchased tickets to the value of £3,600 in any three consecutive months.

What do I need to take with me when I travel?

What do I need to take with me when I travel?

• Your travel tickets and reservation coupons. If you cannot present these, or are travelling on a train other than those detailed on your reservation coupons, you will be charged the appropriate fare for your journey. This charge is not refundable so be sure that you have all your tickets and reservations with you before travel.

When will I receive my additional rewards?

When will I receive my additional rewards?

• Once we have received your application (and tickets where appropriate) and confirmed that your tickets are valid and are of sufficient value to qualify for additional rewards, we will notify you by email. This process will take a few days but will be quicker if you have elected to use purchases from your online account.

Why do my complimentary tickets show a charge of 10p?

Why do my complimentary tickets show a charge of 10p?

• The 10p value displayed on the ticket is required to comply with our ticketing systems. You are not charged the 10p.

What is a Mobile ticket?

Mobile Ticketing

• If you choose to have your ticket delivered using Mobile Ticketing, it will be sent directly to the downloaded Electronic Ticket Wallet application stored in the "Applications" or "Games" folder on your registered mobile phone. You then display the relevant ticket on your phone to the Train Guard or ticket inspector when asked for during your journey.

  To use this service your phone must support WAP and Java applications. You must also ensure it is sufficiently charged to display the ticket as many times as required during your journey.

How do I register for Mobile ticketing?

Mobile Ticketing

• You can register your compatible phone for Mobile Ticketing via the "Mobile Registration" option in "Your Account", or during the booking process. You will be asked to:

  • Read and accept the Mobile Ticketing terms and conditions
  • Provide your UK mobile telephone number to enable us to send a link for downloading our Electronic Ticket Wallet application
  • Enter a verification code obtained via the Electronic Ticket Wallet

  Once you have successfully registered your phone, Mobile Ticketing will be shown as a delivery option during the booking process.

How do I know if a Mobile Ticket booking was successful?

Mobile Ticketing

• On successfully completing a booking, you will reach the final confirmation screen on our booking engine and will receive email confirmation of your booking. Both of these will confirm the delivery option you have selected and the telephone number to which your ticket will be sent.

I have not received my Mobile Ticket, what do I do?

Mobile Ticketing

• On completing your booking the ticket will be sent to your registered phone within 30 minutes. If you have not received your ticket 1-2 hours after completing the booking, please use the "Get Tickets" option in your Electronic Ticket Wallet.

  If you are still unable to get your ticket, please contact our Web Support team on 08457 225111.

Where is the Mobile Ticket stored on my phone?

Mobile Ticketing

• Your Mobile Ticket is stored in the Electronic Ticket Wallet application which you download and store in the "Applications" or "Games" folder on your phone.

  Tickets are stored until the date of travel has passed and will automatically be deleted the following day, based on the date and time settings on your phone.

I have lost the phone on which my Mobile Ticket is stored. What do I do?

Mobile Ticketing

• It is your responsibility to ensure that your Mobile Ticket is safely stored and available for display during your journey. We are unable to provide a replacement Mobile Ticket if the application is deleted or the phone is lost, so a new ticket will have to be purchased.

What is the cost of receiving a Mobile Ticket?

Mobile Ticketing

• The Electronic Ticket Wallet application you download on registering is approx. 100KB in size and will cost up to 40p to download on most mobile tariffs. Individual Mobile tickets are extremely small and will cost <1p to download.

  N.B. Exact costs will vary depending on your mobile tariff/price plan.

  In the event you are unable to get a GPRS/WAP signal, SMS messaging is used as a backup and each message you send will be charged at your standard network rate.

I am due to travel and my mobile phone is not working. Can you help?

Mobile Ticketing

• Our Web Support team are unable to offer technical support for mobile phones. If you have a problem and require assistance, you should contact your mobile service provider.

Why can I not use your service when my mobile has Wireless Internet?

Mobile Ticketing

• Having Wireless Internet access on your mobile phone does not always mean your phone is WAP enabled. Please check your phone manual or contact your service provider to make sure your phone is WAP enabled.

How do I change my registered mobile telephone number?

Mobile Ticketing

• Your registered number can be changed by going to "Your Account", "Mobile Registration" and then "Change mobile phone". You will then be asked to complete the registration process again, including the need to download the Ticket Wallet application and verify it.

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 Café Bar, Restaurant, At Seat Dining and the trolley. The vouchers come in three values:

  1. Get a £5.00 voucher for £4.00
  2. Get a £10.00 voucher for £8.00
  3. Get a £15.00 voucher for £12.00

  Vouchers can be purchased online when buying your rail ticket, by going to the 'Additional options' box (after reserving a seat), and clicking the 'catering voucher' option and selecting one of the two options available. 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. For full catering voucher terms and conditions please click here.

What is the Quiet Coach?

On-Board

• Coach B is the designated Quiet Coach on East Coast services. 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 convey a Café Bar offering a range of hot and cold food and drinks. We also offer a full restaurant facility during peak hours.

  For full details of the range of food and tariff on East Coast services, please click here.

When are meals served in the Restaurant?

On-Board

• There is a full restaurant facility on most of East Coast week day services. To find out what when the Restaurant is serving meals please refer to the East Coast timetable. There are no Restaurant services at weekends. View details here

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 enter all of your journey details i.e. Origin 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 un-reserved 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 month's spaces fill very quickly. If you are travelling with another train operator please view their own policy by visiting www.nationalrail.co.uk/passenger_services/cyclists.

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.

Do your services carry mobility scooters?

On-Board

• Yes, provided they do not exceed the following dimensions:

  • Overall length 47in or 120cm
  • Width 29in or 75cm for East Coast services and 28 inches or 70cm for East Coast services
  • Turning Radius 32in or 81cm
  Further information can be obtained from our Assisted Travel team on 08457 225 225 (select option 1 then option 6).

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 WiFi on East Coast and what is the cost?

On-Board

• WiFi access is free of charge to all passengers both on-board and in our First Class Lounges.

  If you have a WiFi 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. For further details please visit our WiFi page.

What about tricycles, cycle trailers or double deck cycles?

What about tricycles, cycle trailers or double deck cycles?

• Unfortunately, tricycles, cycle trailers or 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.

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 34% 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 34% and children 60% when travelling in Standard Class.

  3/Senior - if you are 60+ you can save 34% 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 34% 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

  Up to 40% off when booking online

  As well as saving 1/3 off train tickets with your Railcard, you'll also get an additional 10% discount when you book the lowest Standard and First Advance fares online, increasing your saving to over 40%. TheRailcard discount only applies to Standard Advance (not First Advance) when using a Family and Friends Railcard.

What should I do if I think I have been doubled charged?

Double Charge

• If you appear to have been charged twice for one set of tickets please call Web Support on 08457 225 111.

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 in My Account under "Check your order status".

  If a duplicate booking has been made, log into My Account, click on "Apply for a Refund" and follow the instructions.

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, log into Your Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?

Refunds

• No. The Railcard terms and conditions state that 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 the difference between the price paid for your ticket and the full undiscounted fare. You will not be entitled to a refund of this charge even if you can provide a copy of the Railcard at a later date.

How do I apply for a refund?

Refunds

• Log into Your 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 advised you to send your tickets back via guaranteed delivery service, such as Royal Mail Special Delivery, or get proof of postage (available at any Post Office, free of charge) 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 the Self service ticket option and have not collected your tickets, we will process the claim without you having to collect the tickets.

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

Can I cancel tickets before I receive or collect them?

Refunds

• You can cancel your tickets before you receive them in the post. Log into Your Account, click on 'Apply for a refund' and follow the instructions.

  If you selected the Fastticket option and have not collected your tickets, we will process the claim without you having to collect the tickets.

  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 'Your Account' under 'Check your order status'.

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

Refunds

• Log into My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

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

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.

  NB: From receipt of the confirmation email it may take a further 5 days for this credit to appear on your statement.

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.

Why should I register on eastcoast.co.uk?

Benefits of registering

• The benefits of registering on our website are:

  • You can check and amend your bookings online.
  • You can store details such as your favourite journey and your billing address. This can save time if you use the site regularly.
  • We can inform you of any severe disruption impacting your booked journey.
  • You can access discounted fares when travelling on our services.
  • We can, if you give us permission, send you details or new features and promotional offers only available to our registered users.

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

Registering

• You can register and thereby create an account with us at anytime, using the 'Welcome to East Coast' area situated in the top right corner of most pages of the website and also when completing a purchase.

  Registering allows you to save your preferences to make purchase 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 emails from us then log into My Account, select the field to cancel email communications and tick the box. Your instruction will be processed within 7 working days. Alternatively you can opt out from all of our marketing emails using the instruction at the bottom of the email.

How do I update my personal details?

Registering

• When you need to update your personal details (e.g. email address, telephone number or password) log 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 Contact Us.

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

Registering

• Our website allows customers outside the UK to register with us and purchase tickets. We are unable to deliver overseas, however you will be given the option to collect them from a Self service ticket machine, if available.

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.

  If you are travelling on an Advance ticket or an East Coast Business Package your seat reservation is included with your ticket. The details of your seat reservations will be printed along with your tickets and this information 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).

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/Ticket Office at least 2 hours prior to the train's departure from its originating station.

What seating preferences are available for my journey?

Seating preferences

• Seating preferences only appear on tickets where a service has been selected. The options you will be given are:

  - forwards or backwards

  - window or aisle

  - table seat or no table seat

  You will also be given the option to choose a specific coach or to be close to certain facilities on the train (e.g. the Cafe Bar or toilets).

  Your seat number(s) will be printed with your tickets. The "Forwards" or "Backwards" options refer to seats grouped around a table.

  Please note that seating preferences cannot be guaranteed.

What is Self Print ticketing?

Self Print

• If you select Self Print 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 Self Print ticket is supplied in addtion to your e-mail booking confirmation, which cannot be accepted for travel.

How do I obtain my Self Print ticket?

Self Print

• Once you have completed the booking, your Self Print 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 to your hard drive for printing later.

  Once you open the file, you must ensure that each page (one for each named passenger) is printed clearly on plain white A4 paper and is carried along with the credit/debit card used to make the purchase. If the ticket is printed in a different format, or the card is not carried, 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 225111.

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

Self Print

• During busy periods our system may not be able to instantly generate your Self Print ticket. It will usually be ready within 60 minutes and can be accessed by going to "Your Account".

Can I purchase a Self Print ticket for someone else if I am not travelling?

Self Print

• No. To prevent fraudulent use of Self Print tickets the lead passenger must be the person who made payment and will need to show the credit/debit card used to make payment. If the card cannot be presented when asked for, your tickets become invalid and new ones will have to be purchased.

What sort or printer or equipment do I need to use Self Print ticketing?

Self Print

• A standard inkjet or laser printer will be fine, as long as you are able to print the tickets clearly on plain white A4 paper. Self Print tickets cannot be accepted in any other format or size.

  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.

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

Fastticket

• To collect your tickets from a Self service ticket 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 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 I collect my tickets from any Self service ticket machine?

Fastticket

• Yes. Your reference provided on the booking confirmation email and booking credit card allows you to collect your tickets from Self service ticket machines at principal stations on the East Coast route.

Can someone else collect my tickets from the Self service ticket 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 machine?

Fastticket

• If you have a problem collecting your tickets from the Self service ticket 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.

Which stations have Self service ticket machines?

Fastticket

• All East Coast mainline stations have Self service ticket machines.

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.

Can I go to the platform if I don’t have a ticket?

Can I access the platform without a ticket?

• If you are not travelling and have a valid reason to access the station platforms then please speak to a member of the gateline team who can issue you with a platform pass.

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.

Are there baby-changing facilities at all stations?

Stations

• Facilities vary from station to station. For further information regarding facilities at stations please consult the following pages:

  East Coast route please visit our destinations page

  For all other stations please visit www.nationalrail.co.uk/stations for details.

  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. 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 allows you to hold the dates and times selected for your journey, however does not hold reservations or 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 our website, however we are only able to offer seat 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 "Your Account" 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 Purchase 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 off-peak 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 off-peak tickets in First and Standard 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 four categories:

  1/Buy in advance, specified trains:

  Advance tickets are sold only 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. They can sell out quickly so the further ahead you book and 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 .

  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

  4/All-inclusive ticket packages on East Coast services:

  Each of our premium all-inclusive ticket packages has a number of elements to suit your travel requirements. As well as your train ticket you also receive a combination of a meal (or snack) on-board, car parking and, if travelling to London, Underground Zones 1 and 2 travel.

  For full information about East Coast packages please click here.

  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 the “Buy Rail Ticket” section of our website where you can 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 printed.

  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.

What ticket delivery options are available to me?

Tickets

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

  Self-service Fastticket machine

  You can collect your ticket from any self-service Fastticket machine listed on our website. Please bring the credit or debit card you used to buy your ticket, as well as the booking reference number allocated to you when you booked.

  First Class Post

  First Class post is free up to the value of £1,000, costs £1 up to the value of £2,000 and £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 6 working days prior to travel.

  Next Day Special Delivery

  If you book your tickets by 16.00hrs, delivery is guaranteed by 13.00hrs the next working day. A signature will be required upon delivery.

  Bookings made on a Friday will be delivered the following Monday. Bookings made on Saturday will be processed the following Monday for delivery on Tuesday.

  Information:

  • All Next Day Special Delivery services are insured for up to £1,000
  • Special Delivery rates are inclusive of VAT per address
  • Next Day Special Delivery costs £5 up to the value of £1,000, £10 up to £2,000 and £20 up to £5,000.

  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.

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

Tickets

• Tickets are dispatched within 24 hours of booking and delivered within 4 postal days.

  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 even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

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

  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 credit 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.

Are period return tickets available on every route?

Tickets

• No. You may not be able to purchase period return tickets on some local routes where the outward and return journeys are on different days. In such cases you are advised to book two single tickets instead.

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, log into Your Account and 'Check your order status'.

  If your ticket is a First or Standard Advance, you can change it online via My Account. 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. Tickets can only be changed once online, if you need to change your tickets again please call our web support team.

  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 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, log into Your 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.

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.

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.

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 the difference between Zone U and Zone R destinations?

London Travel Zones

• When purchasing inclusive tickets to include travel in London, you should select either Zone U or R, along with the required number of London Zones, as your destination. The difference between Zone U and Zone R is:

  • Zone U will give you either a single or return ticket for use on London Underground services within the number or Zones you have requested. These tickets are only valid for one journey in each direction and will be retained by the barrier when you complete your journey.
  • Zone R and the relevant number of zones should be selected if you require unlimited travel on some or all Transport for London services.
  For further information regarding Transport for London services and London Travel Zones, please visit www.tfl.gov.uk.

At what age do I have to purchase a Travelcard for my children to travel in London?

Off-Peak One Day Travelcards in London

• Children under 11 years of age travel free during off-peak hours within the London Travelcard area (Monday to Fridays after 0930, anytime Saturday, Sunday and Public Holidays). Free Children do not require tickets and should be allowed through gates/side gates as necessary. Accompanying Adults should use gates in the normal way and if using Oyster Cards, touch in and out at all times.

  Each Adult Travelcard holder can take up to 4 Children under 11 for free and up to four 11-15 year olds for a £1.00 flat fare* All Zones Off-Peak Day Travelcard. No Photocards are required by any accompanied children.

  *Please note that owing to a fares system constraint it is not possible to purchase the £1.00 Child flat fare from our website. It is only possible to purchase the unaccompanied Child £2.00 Off-Peak Day Travelcard fare from the website.

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.

What services are available with my London Travelcard?

Travelling in and around London

• Travelcards are valid for travel on:

  • The Tube, Buses, Docklands Light Railway (DLR), and Trams where your Travelcard includes Zones 3, 4, 5 or 6.
  • National Rail (excluding Heathrow Connect between Hayes & Harlington and Heathrow and on the Heathrow express).
  • Scheduled Riverboat services at 1/3 off the normal fare. Just show your Travelcard or Oyster card at the time of travel.

  Please note your Travelcard must be valid for all the zones through which you are travelling.

At what times can I use the Peak and Off-Peak Day Travelcards?

Travelling in and around London

• Day Travelcard (peak)

  Can be used all day Monday to Friday, on the day of validity and for any journey that starts before 04.30 the following day. On public holidays it is cheaper to buy an Off–Peak Day Travelcard.

  Day Travelcard (off-peak)

  Can be used from 09.30 Monday to Friday, all day Saturday, Sunday and public holidays, on the day of validity and for any journey that starts before 04.30 the following day.

  For further information please visit the Transport for London website at www.tfl.gov.uk.

Do I have to travel on the times stated on my Underground ticket?

London Underground

• No. The times shown on Underground tickets are suggested times only.

Can I purchase a ticket for the London Underground online?

London Underground

• A London Underground ticket will be included with your booking if part of your journey involves travelling across London and using the Underground, or if you type in ‘ Zone 1’ or ‘Zone 2’ as an arrival or destination station. A map showing London Zones can be found on the Transport for London website.

  You can also purchase unlimited Day Travelcards if your arrival station is in London. Click on ‘Travelcard’ in the ‘Additional Options’ box during the booking process.

What times do the Underground open and close?

Underground

• To confirm opening times of underground stations, 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