Your questions

We’ve compiled these Frequently Asked Questions based on real examples that we receive through our Customer Service Centre and when people write to e-motion magazine. You can search them below.

If you want to refine your search use the drop down menu to look for a combination of words or an exact phrase. If the question you have is not answered here, please get in touch using our online Contact Form.

Visit our Live Q&A event section to view questions that were answered during our web chat, on Wednesday 20 August 2008.

  1. Can I reserve a wheelchair space or priority seating on one of your services?
  2. Am I guaranteed a seat on your services?
  3. What are the benefits of becoming an Annual Season Ticket holder?
  4. You seem to make lots of announcements on your services. Are they necessary?
  5. Could you clarify the details of your weekend First Class upgrade

 

QCan I reserve a wheelchair space or priority seating on one of your services?

 

AYes, wheelchair spaces can be reserved on our long-distance services. You can either complete our online booking form or call our Assisted Travel team on 0800 528 2100.

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QAm I guaranteed a seat on your services?

 

ASeat reservations are available on our off-peak longer distance journeys only and are free when you purchase a ticket. For other journeys, we operate a “walk up” service, which means you can join any of our trains with a valid ticket but we cannot guarantee a seat. Passengers buying one of our quota-controlled Advance fares will automatically have a seat reserved for them.

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QWhat are the benefits of becoming an Annual Season Ticket holder?

 

A You automatically join our Gold Card programme, which offers benefits such as two months’ free travel (the cost of an Annual is equivalent to paying for 10 separate months’ travel), discounted off-peak leisure travel in the Network Railcard area for yourself and three companions including up to four children travelling for £1 each, six free weekend tickets and access to a dedicated Gold Service helpline. Other perks include being able to upgrade to First Class on weekends and public holidays and at selected off-peak times for an extra £5 and the opportunity to purchase a card for discounted leisure travel for your friend, partner or relative at only £1.

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QYou seem to make lots of announcements on your services. Are they necessary?

 

AEU regulations require certain announcements to be played. We are aware that a balance needs to be found between regulations, our passengers’ needs—in particular those with visual impairments and learning difficulties for whom written information is not enough—and information that we need you to know. We strive to keep announcements to a minimum, and reduce them where possible by reviewing them on a regular basis following customer feedback.

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QCould you clarify the details of your weekend First Class upgrade?

 

AFor an extra £5, you can upgrade most Standard tickets when you travel with us on weekends and public holidays. It is only available for single journeys on the day of travel by purchasing it from the guard on the train. The First Class upgrade is not available with Advance fares, megatrain and other selected tickets and promotions. See here for terms and conditions.