Customer services
The easiest way to claim compensation for a delayed journey is via our online compensation form, which includes full details of our compensation policy.
For information on how to request a refund for unused tickets, please click here.
For comments, complaints, and any other issues, please contact us using the form below and provide copies of your train tickets as proof of your journey. If your query is urgent, please speak to our Customer Relations team by calling 0345 603 4852 (option 4, then option 1).
If things haven't gone smoothly please see our Complaint Handling Procedure.
Contact Grand Central directly here.
- Email us at customer.services@grandcentralrail.com
- Phone us - 0345 603 4852 available 07:00 - 19:00 Monday to Friday, 09:00-12:30 Saturday-Sunday. We are closed 1st January, 25th & 26th December.
- Message us via our website
- Write to us at Customer Relations Manager, Grand Central Rail, Ground Floor, Wakefield Kirkgate Station, Monk Street, Wakefield, WF1 4EL
- Link to our X page
Changing your ticket
For tickets bought on the Grand Central website, please visit your account online to see if your ticket is exchangeable or call 0345 603 4852 (option 3, then option 1, 07.00 - 19:00 Monday to Friday and 09:00-12:30 Saturday to Sunday. If you have an e-ticket, you can purchase a replacement at a different time and date, keeping the travel class, ticket type and service provider the same. Once you have done this, you can contact our Customer Relations team and they will process the amendment refund using both booking references.
Tickets bought from station ticket offices must be returned to the place of purchase and changed there.
Buying your ticket
Buy online using the 'Find your train' panel at the top of this page. Alternatively call us on 0345 603 4852 (option 3, then option 1)
Lost property
Left on Train
If an item was lost on a Grand Central service and recovered by the on board crew, it will be handed into the terminating station which will be Bradford Interchange, Sunderland or London Kings Cross.
Bradford Interchange or Sunderland Stations please contact Northern Rail who run those stations on 0800 200 6060.
London Kings Cross,please contact the Excess Baggage Company on 0330 024 0215 and available Monday-Saturday 7am-11pm and on Sunday 8am-11pm.
Alternately you can complete their online report form here - www.lostproperty.org.
Left at Station
Please contact the relevant train station, for a list of all the stations that Grand Central service please click here.
Social media
Follow Grand Central on Facebook to hear about our latest special offers and news or follow us on X (formerly Twitter) at @GC_Rail. Accounts are monitored from 06:00 to 22:00 Mon-Sat and 10:00 to 22:00 on Sunday.
You can also message us directly via Facebook messenger or send us a DM on X (formerly Twitter).