Disruption Information
We will continue to update this page to keep you informed about industrial action.
Information on this page:
Last updated: 09.45 Friday 2 September 2022
Key Information
- Industrial action has been announced for Thursday 15 and Saturday 17 September and from midday Monday 26 September to midday Tuesday 27 September.
- Tickets for CrossCountry services dated 15 September will be valid on 14 September and up to 20 September without the need to amend your ticket.
- Tickets for CrossCountry services dated 17 September will be valid on 16 September through to 20 September without the need to amend your ticket.
- Until 30 September 2022, you can change the time and date of your tickets or get a refund as a Rail Travel Voucher. If you request a refund or change your journey before 18.00 on the day before you travel, there is no admin fee. To view our full refund policy, please see below.
- Passenger assist will still operate for both booked and un-booked Passenger Assistance services, please see below for more details.
Refunds
You can change the time and date of your tickets, or get a refund as a Rail Travel Voucher if you make this request or change your journey before 18.00 on the day before you travel. There is no admin fee.
For tickets purchased with CrossCountry using our website or Train Tickets app please see below. Otherwise please contact your original operator.
Return journeys - if you have a Return ticket and you cannot make your outward journey because of industrial action, you are eligible for a refund even if your return journey isn't affected by industrial action. This also applies if your return journey is planned for a day affected by industrial action, but your outward journey is not. Please see further information below on refund eligibility and how to claim.
Refund Information +
For tickets purchased with CrossCountry using our website or Train Tickets app please see the table below. Otherwise, please contact your original retailer.
|
Ticket type |
Can I change my ticket? |
Can I get a refund? |
Next steps |
|
Advance train tickets |
You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry. You may change your date and time of travel, but your origin and destination must remain the same. Any changes must be made before 18:00 the day before the original travel date. |
Advance tickets are not refundable. However, if the train you purchased a ticket for is cancelled a refund will be provided. Until 30 September 2022, if you do not wish to amend your Advance tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue. National Rail Travel Vouchers must not be exchanged for cash. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk . or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00. To request a Rail Travel Voucher please e-mail our Customer Relations Team on customer.relations@crosscountrytrains.co.uk. Please include your booking reference number. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
|
All other tickets with the exception of Season tickets |
As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket. |
If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry. If you have If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund due to a service cancellation you can apply for a refund and the £10 admin fee will not apply. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
Please note, refunds can take up to 5 working days to process once received by our team.
Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days.
For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool.
To request a refund for your Season ticket please contact our Web Support team on seasons.crosscountry@trainsfares.co.uk.
If you have a paper ticket and wish to make a refund please contact our Web Support team on sales.support.crosscountry@trainsfares.co.uk address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.
Passenger Assist
We will still operate both booked and un-booked Passenger Assistance services for passengers that require this. For information, please visit here.
Season Ticket holders
Flexi Season Tickets
You can get a refund on your existing Flexi Season ticket for any unused days as a result of your journey being impacted by industrial action.
Other Season Tickets
Season Ticket holders are eligible for partial compensation under Delay Repay where not travelling or having to use alternative trains. Holders of monthly season tickets (or longer) will be entitled to a 100% refund for a strike date, equivalent to six journeys in total.
Timetables
We are evaluating how these strikes impact our services, we will update this section once we have timetables in place for services on strike days.
FAQs
Will you be running trains on strike days? +
When timetables have been announced, we will publish on our website. Please continue to check back for more information.
Can I get a refund should I choose not to travel? +
For tickets purchased with CrossCountry using our website or Train Tickets app please see the table below. Otherwise, please contact your original retailer.
|
Ticket type |
Can I change my ticket? |
Can I get a refund? |
Next steps |
|
Advance train tickets |
You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry. You may change your date and time of travel, but your origin and destination must remain the same. Any changes must be made before 18:00 the day before the original travel date. |
Advance tickets are not refundable. However, if the train you purchased a ticket for is cancelled a refund will be provided. Until 30 September 2022, if you do not wish to amend your Advance tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue. National Rail Travel Vouchers must not be exchanged for cash. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk . or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00. To request a Rail Travel Voucher please e-mail our Customer Relations Team on customer.relations@crosscountrytrains.co.uk. Please include your booking reference number. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
|
All other tickets with the exception of Season tickets |
As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket. |
If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry. If you have If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund due to a service cancellation you can apply for a refund and the £10 admin fee will not apply. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
Please note, refunds can take up to 5 working days to process once received by our team.
Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days.
For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool.
To request a refund for your Season ticket please contact our Web Support team on seasons.crosscountry@trainsfares.co.uk.
If you have a paper ticket and wish to make a refund please contact our Web Support team on sales.support.crosscountry@trainsfares.co.uk address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.
Can I reserve a seat? +
Our seat reservations have been suspended until further notice, if you decide to travel, please sit in any available seat.
Our unreserved coaches are Coach B, F, H and L (where available). You can find the formation of your train on the day via Realtime Trains.
Will there be staff at stations to help me with any queries? +
Station staff are still available for advice and there are help points at non staffed stations. If you require help whilst travelling you can contact our customer relations by telephone: 03447 369 123 (Monday - Friday: 08:00-17:00, Saturday: 08:00-16:00). Cross Country’s Passenger Assistance line will remain open between 08:00 – 20:00 7 days a week.
Alternatively you can contact our Social Media team on Facebook via CrossCountry Trains or Twitter @crosscountryuk available 24/7. . On board staff are also there to help during your journey.
Will there be a First Class catering service on strike days? +
On services which are running there will have be a significantly reduced catering provision available and we recommend you travel with adequate refreshments. We apologise for the inconvenience.
Will there be a catering service available on strike days? +
On services which are running there will have be a significantly reduced catering provision available and we recommend you travel with adequate refreshments. We apologise for the inconvenience.
How do I claim compensation if my train was cancelled? +
If your train was cancelled, you are entitled to a full if you did not use your ticket on another service.
To claim your refund please contact our web support team using the following details:
- Email:sales.support.crosscountry@trainsfares.co.uk
- Phone: 0371 244 2389.
Our Web Support lines are open Monday - Sunday: 08:00-17:00.
I want to claim delay repay, how do I do this? +
If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you will be entitled to compensation.
For more information and how to claim, please visit our Delay Repay page.
Journeys in the future will not be processed, please only submit a Delay Repay claim after the originally planned travel date.
I don’t want to travel, what are my options? +
Booked directly through CrossCountry
You can amend your ticket in the ‘My Account’ section of the website or our App.
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail.
Alternatively, please contact Web Support using the following details:
- Email:sales.support.crosscountry@trainsfares.co.uk
- Phone: 0371 244 2389.
Our Web Support lines are open Monday - Sunday: 08:00-17:00.
Booked direct with CrossCountry and want a refund
Train Cancelled
If your train was cancelled, you are entitled to a full refund.
To claim your refund please contact our web support team using the following details:please contact Web Support using the following details:
- Email:sales.support.crosscountry@trainsfares.co.uk
- Phone: 0371 244 2389.
Our Web Support lines are open Monday - Sunday: 08:00-17:00.
Train still running
You are entitled to request a Rail Travel Voucher which will be valid for 12 months from the date of issue.
Booked with a third party
Please contact your original ticket seller.
I have a seat reservation, can I still use it? +
Please check your journey before you travel, it is possible your pre-booked train has been cancelled.
If you still wish to travel, please sit in any available seat. Our unreserved coaches are Coach B, F, H and L (where available). You can find the formation of your train on the day via Realtime Trains.
Are there unreserved seats? +
If you still wish to travel, please sit in any available seat. Our unreserved coaches are Coach B, F, H and L (where available). You can find the formation of your train on the day via Realtime Trains.
Customer Information Pledges
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