CrossCountry Trains

Cross Country is a major national rail network in the UK with trains linking the South and the Midlands with major cities in the North of England and the east coast of Scotland. They boast a fleet of 136 trains calling at 119 stations, all of which are connected to Birmingham New Street – their major transport hub.

Every one of these trains has the following contact information listed on posters that appear in every carriage.

Contact Details on posters in every CrossCountry Train Carriage

Customer Relations
Email – customer.relations@crosscountrytrains.co.uk
Telephone- 0344 736 9123
Textphone – 0121 200 6420
Postal Address – CrossCountry Customer Relations, Freepost rrxu-huec-glly, Cannon House, 18 the Priory Queensway, Birmingham, B4 6BS

If a complaint is not dealt with adequately or you are not satisfied with the response provided by CrossCountry trains then you can escalate by contacting Transport Focus.

Transport Focus
Telephone – 0300 123 2350
Email – advice@transportfocus.org.uk
Post Address – Transport Focus, Freeport rteh-xage-bykz, po box 5594 Southend-on-sea, SS1 9PX

CrossCountry Journey Care
Customers with mobility issues who need help boarding or disembarking from the train can request help using one of the following telephone numbers.
Mobility – 0344 811 0125
Textphone – 0344 811 0126

Delay repay
CrossCountry Trains offer financial recompense and cover for customers who suffer negative sequelae as a consequence of delayed or cancelled trains. If you would like to claim then contact CroissCountry trains via the delay relay section of their website.
Email – crosscountrytrains.co.uk/delay-repay

Wifi support
Phone – 0330 088 1270
Email –crosscountrywifisupport@nomadrail.com

National rail enquiries
Phone – 03457 48 49 50,

 

Customer Service

Comments, including complaints, about your journey with CrossCountry can be made over the phone by calling the Customer Relations team on 0344 7369 123 and pressing 3 when given the options by their automated service. If you don’t choose one of the options they will be played again up to three times before you will be automatically dialled through to the Customer Relations team.

Press 1 – fares, train times and train running information
Press 2 – buy a ticket or help with an existing booking
Press 3 – customer  relations
Press 4 – register an item of lost property

Option 1
Press this option if you have a general enquiry about train running times, it can also be used for more specific enquiries such as to check if a train has been delayed or cancelled due to bad weather, derailment, or even a leaf on the track! The customer service representative who takes your call will also be able to provide information on train times between specific stations and will do all they can to help you plan your journey, including providing information on ticket pricing

Option 2
Press this option if you would like to buy a rail ticket over the phone or if you have already purchased your ticket and would like to make an amendment or request a refund. This option is also the correct one if you have experienced difficulties with the booking process and need support in purchasing your ticket.

Option 3
Customers who are at a station or on a CrossCountry train may choose to take their enquiry, concern or complaint to a front line member of staff such as the conductor, driver or dining car service attendant. However, if your journey is already complete or you would like to make a complaint about a customer service experience or an individual CrossCountry member of staff you can do so by phoning the customer service number and pressing option 3. This will take you through to the Customer Relations department who are experienced and trained in dealing with complaints, they will log your complaint and discuss the best way of going about getting a resolution.

Option 4
Press 4 if you would like to register a piece of lost property that you have left on a CrossCountry train. If you have left luggage on a train it is important that you also speak to the staff at the station you disembarked from to ensure that they notify staff at the station where the train will terminate. Phone the customer service number and press 4 when you are given the automated options to register your lost property with CrossCountry trains.

Complaints

Complaints can be made by calling the customer service number: 0344 7369 123. Press option number 3 to speak to a member of the Customer Relations team who will be able to log your complaint and discuss ways to get a resolution. The Customer Relations Team are available to take calls between 8.30 in the morning and 8 at night Monday to Friday, 9am to 4pm on a Saturday and 8.30 to 4 on Christmas and New Years Eve.

Complaints can also be made by writing to the following postal address:

CrossCountry Customer Relations
FREEPOST RRXU-HUEC-GLLY
Cannon House
18 The Priory Queensway
Birmingham
B$ 6BS

Or you may choose to email CrossCountry with the details of your comment/complaint or contact them on one of their social media handles:

EMAIL: customer.relations@crosscountrytrains.co.uk
Twitter: @CrossCountryUK
Facebook: https://www.facebook.com/CrossCountrytrains/

If you are not happy with the way your complaints is dealt with you can escalate by phoning Transport Focus on 0300 123 2350.

CrossCountry Journey Care

CrossCountry have a special team who help organise assistance on and off trains for disabled, blind, partially sighted and any other customer who may require assistance for whatever reason. You should contact the CrossCountry Journey Care team, on 0344 811 0125 from a telephone or on 0344 811 0126 from a textphone, in advance of your travel so they can ensure your journey is as comfortable and safe as possible.

CrossCountry Trains WiFi Connection

Elapsed time passes
Connect to the Cross Country wi-fi network by buying an elapsed time pass with your credit or debit card. You can do this at any stage of your journey by opening your wi-fi connection and clicking on the Cross Country service, then you will have to choose how many hours you need and enter your bank details.

1 hour pass – £2
2 hour – £3
4 hour – £4
6 hour – £5
24 hour – £8

Minute Bundles Package

Passengers who regularly travel on Cross Country trains may prefer to buy a minute bundles package. These tariffs allow customers to spread their purchased WiFi minutes over a number of journeys and are valid for 3 months or one year.

12 hour – £10.00 – valid 3 months

30 hour -£20.00 – valid 1 year

100 hour -£50.00 – valid 1 year.

If you have any difficulties accessing either of these purchasing options or experience problems with your connection you can phone the Cross Country WiFi helpdesk on 0330 088 1270. This local rate telephone number is in operation seven days a week between 5 in the morning and 2 in the afternoon. Be aware that whilst this number will be charged at a local rate from a BT landline if calling from a mobile phone you may be charged more. Check with your mobile phone operator for more information.

Train Ticket Mobile Phone App

For added convenience customers can now purchase their train tickets using an app on their mobile phone. To get this App simply text App to 87080.