UsefulNational Rail enquiries: phone numbers and email

National Rail enquiries: phone numbers and email

The National Rail website is a treasure trove of information, offering routes, timetables, journey planners, and fare lists, making it the go-to destination for all National Rail enquiries needs. National Rail, trading under the British Rail Delivery Group, is a central figure in the UK’s public transport landscape. It has taken the reins from British Rail to provide passenger train services across the UK. Their vast network facilitates ticket purchases from any station within their system.

National Rail enquiries: Comprehensive Guide

National Rail is the backbone of the UK’s public transport system, ensuring passengers have a smooth and efficient travel experience. From planning a journey to seeking compensation for delays, the National Rail enquiries service is always at the forefront, providing timely assistance and support.

Compensation and Refunds

When train journeys don’t go as planned, National Rail has provisions in place:

  • Refunds: If a train is delayed or cancelled and you opt not to travel, you can get a full refund for your unused ticket without any fees from the original retailer. If the ticket was purchased from a train company, their contact details can be found on the National Rail website.
  • Compensation: Should you face delays during your journey, you might be eligible for compensation. The compensation amount varies based on the train company, type of ticket, and the delay’s duration. Claims can be made online or via post, with some companies offering online registration for quicker future claims.
  • Delay Repay: This is a nationwide initiative to simplify the compensation process for delayed train journeys. If a delay occurs for any reason on a participating National Rail service, passengers can claim through Delay Repay. The delay is calculated against the regular or amended timetable.

Contacting National Rail

For those seeking to communicate with National Rail, various channels are available:

  • General Enquiries: The National Rail enquiries helpline is open 24/7 at 03457 48 49 50. This line addresses queries about train times, fare prices, and ticket purchases. It also offers support for the online journey planner and any technical issues with the National Rail account or mobile app.
  • Customer Relations: For feedback on your travel experience, the customer relations number is 0800 022 3720, operational from 9 am to 5 pm, Monday to Friday.
  • Additional Enquiries: National Rail provides support for overseas enquiries at +44(0)20 7278 5240, a textphone service for customers with hearing impairments at 0345 60 50 600, and a Welsh language service at 0345 60 40 500.
  • Email: For suggestions, feedback, or queries, National Rail can be reached at [email protected].
  • Postal Address: National Rail Enquiries Customer Relations Team, PO Box 8626, Swadlincote, DE11 1JA.
  • Website:

Addressing Complaints

National Rail is committed to maintaining high service standards. However, if you’re dissatisfied:

  • Train Journey Complaints: Direct your complaints or comments about train journeys, delays, compensation, or rail replacement services to the specific train company. Their contact details can be found on the National Rail website.
  • Station-Related Complaints: For issues related to station services, ticket offices, or available facilities, contact the station operator directly.
  • Rail Ombudsman: If you’re not satisfied with the response from National Rail or the train company, you can escalate your complaint to the Rail Ombudsman, an independent body that offers a free service to address unresolved complaints.

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