Latest travel information from Grand Central
Latest update - 23/10/2020
We recommend travelling on quieter services - you can find those using our helpful seat availability charts here.
You may be prevented from boarding if you do not have a reservation.
Find the answers to your questions about travelling with Grand Central during the pandemic.
Passenger assistance is still available as normal, with full social distancing - you can book this here.
You can change all Grand Central tickets for free - click here for more information.
Some areas served by Grand Central may be in local lockdown, we recommend checking before you travel.
Masks are currently required on public transport and in stations in England & Wales, unless exempt.
We can’t wait to welcome you back on board and we’re confident that we have an approach that will work for everyone including our staff (find out more about what we're doing on board here). Tickets can be booked as normal through the Grand Central website and app, but you'll need a seat reservation before you travel.
Plus, when you book direct on our website and provide your contact details, we’ll be able to let you know the latest information you need for your journey, so you’ll always be informed.
|Current restrictions ❌||What we're doing to make your journey better ✔️|
Being COVID-aware when you travel
When travelling, always keep the government advice in mind:
- Wash your hands
- Avoid touching your face
- Keep a safe distance from other passengers
If you have coronavirus symptoms:
- a high temperature
- a new, continuous cough
- a loss of, or change to, your sense of smell or taste
Get a test and stay at home. Please do not attempt to board the train if you exhibit any of the above symptoms.
Ticket changes & refunds
- Ticket refunds
Off-peak and Anytime tickets
- If you booked an Off-peak or Anytime ticket online, you can refund this through My Account.
- If you are not able to do this, please contact our Booking Support Team by emailing [email protected]. Please ensure that you include:
Alternatively, you can contact our Booking Support Team on 0345 603 4852 (option 4). Lines are open 7am to 10pm, 7 days a week.
Customers who purchased their tickets from any other retailer should contact that retailer to request a refund.
- A photo of your cut up ticket(s) to show that you will not use them
- Your original booking reference number (your reference will start B-GRANDCNTRL or if you purchased this over the phone, these references will begin MOTO)
- Your full name and address
Grand Central Advance tickets cannot normally be refunded, but can be changed without a fee. We have waived the ordinary £10 fee until the end of 2020.
Carnet tickets that are completely unused (all ten tickets remaining) can now be refunded. Where some tickets have been used, the validity of remaining tickets can be extended to 31/03/2021.
- Ticket changes
I have purchased an Advance ticket
Advance tickets can currently be amended for another date / time from your point of sale. Please note that the origin / destination stations can’t be amended - you will need purchase a new ticket if you wish to change this.
If you purchased your ticket through the Grand Central website, please email us at [email protected] or call 0345 603 4852 to amend your journey. If your tickets have been collected, please return them to the below address with a covering letter outlining your request.
Grand Central Refunds
PO Box 6615
There is no cost for this service - the normal £10 admin fee per ticket is currently suspended.
- I have purchased an Off Peak or Anytime ticket
Ticket type: Anytime
For Anytime Return tickets, if the date of outbound travel is made within 5 days of date stated on ticket and return travel within 1 calendar month then this is within the terms and conditions of the ticket. You do not need to tell us of the change.
For Anytime Single tickets, you can travel on the date shown on the ticket, or on the following day. You do not need to tell us of the change.
The ticket is flexible so you can travel at any time of day. You do not need to tell us of the change.
You can change the departing/arrival station by cancelling the ticket(s) online and buying new ones.
Ticket type: Off-peak / Super Off-peak
Can be changed
You can travel on any off peak train on valid dates without having to tell us of change. If you need to travel at peak times, then you will need to cancel your off-peak tickets online and purchase new ones for the new time.
You can change the departing/arrival station only by cancelling the ticket(s) online and buying new ones.
If you have purchased an Off-peak or Anytime ticket from grandcentralrail.com, opted for Vending Machine delivery and not collected your ticket, you can amend it automatically by logging into My Account and selecting the ticket you wish to change.
Please make sure that your address is included in your e-mail when applying for a refund or a ticket amendment.
If you bought your tickets from the Grand Central website, please login to your account to process the change of journey - please note the normal £10 admin fee for this is currently suspended. Or alternatively send your original tickets to:
Grand Central Refunds
PO Box 6625
Tickets must be returned within 28 days of their expiry date. You may be required to pay an administration fee.
We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.
For any other query
For comments, complaints, and any other issues, please contact us only using the form below.
You can find more information on Coronavirus/COVID-19 and methods to prevent the virus spreading, together with answers to many questions you may have, using the following links: