Customer services

Our Customer Services team are always on hand to take care of every kind of query or problem with your journey. Hopefully we can take care of what you’re looking for with the list below, but if not just get in touch


Find answers to the most frequently asked questions

Get in touch

If you’ve got a question or something to say, you can find the ideal way to get in touch here.

Delay Repay

Been delayed on one of our trains? See if you can claim back some of the cost of your ticket.

Seat Guarantee scheme

If you booked a seat but none were available, you could be entitled to compensation under our Seat Guarantee scheme.

Lost property

If something’s gone missing en route, tell us as soon as possible and we’ll do our best to help you get it back.

Refunds and compensation

If you’ve been delayed, decided not to travel because of disruptions or simply weren’t able to, you may be able to claim a refund or compensation.

Revenue Protection Policy

You must buy a ticket valid for the date and time of your journey before you travel. It is your responsibility to buy/collect your ticket before boarding the train.

Parking Penalty Notices

East Coast Main Line Company Ltd operates a parking penalty scheme to discourage indiscriminate parking and parking without payment.