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FAQs - Travelling with Grand Central during COVID-19

Last updated - 17/07/2021

Before you travel

All customers can change their travel dates if they have bought their ticket on our website or app. Please contact the Booking Support Team on 0345 603 4852 (option 3, then option 2). Lines are open 8am to 10pm, 7 days a week. Please be aware you may incur a £10 admin fee for changing your ticket.

If your journey is disrupted or cancelled prior to travel, you may be entitled to a full refund - please contact the Booking Support Team on the above number.

If you have purchased your ticket from another retailer, you will need to contact them in order to change your ticket.

Please see our page on latest seat availability for colour-coded information on which services we expect to be busier and those we expect to be quiet.

The 25% student discount is now once again running.

The 20% loyalty discount has been suspended.

16-25 Railcard holders can still get 33% off our cheapest tickets.

We strongly advise customers to make a seat reservation before travelling, especially if you're travelling with friends or family. To reserve your seat, contact our Customer Relations team on 0345 603 4852 (option 3, then option 1), this facility is available up to 5 minutes before departure (subject to availability).

We strongly recommend you make a seat reservation before travelling. If you make a seat reservation you will be allocated a specific seat and you should sit in your assigned seat. Please check that you have a seat reservation when you buy your ticket or contact us to add one to your booking. To reserve your seat, contact our Customer Relations team on 0345 603 4852 (option 3, then option 1), this facility is available up to 5 minutes before departure (subject to availability).

We advise customers to book direct via our website or app, which will allow you to make your reservation during your purchase. You can also book seats via our Customer Relations team, on 0345 603 4852 (option 3, then option 1).

During your journey

We recommend you bring your own face covering and you may also wish to bring hand sanitiser for your own use.

We have hand sanitiser dispensers located in the vestibules on our trains and each of our trains has multiple toilets with soap, running water and hand dryers so customers can travel safely and wash their hands on the go..

Yes. Cycle reservations should be made in advance giving at least 24 hours’ notice. You can reserve space by e-mailing Customer Relations or contacting us on Twitter or Facebook.

We recommend that you make a seat reservation prior to travelling, especially if you are travelling with others. Seat reservations and train-specific Advance tickets are available for trains which are confirmed to run. Trains which are not yet confirmed will remain closed for reservations. If you have purchased a flexible ticket or have a Carnet ticket without a seat reservation, we strongly recommend that you make a reservation for the service you intend to travel on. You can do this by contacting our Customer Relations team on 0345 603 4852 (opt. 3, then 1), this facility is available up to 5 minutes before departure (subject to availability).

We prefer passengers to pay for services by card.

Journey Central is Grand Central's on-board Wi-Fi platform, relaunched for 2021 with all-new features including:

  • At-seat food ordering and paying
  • Live journey and train information
  • All the same great content you've come to enjoy
  • Absolutely no apps, downloaded software or complicated passwords

Yes. We strongly recommend that where possible, you plan ahead and make a seat reservation for the service you wish to travel on. Our Advance tickets have a seat reservation automatically added to the ticket, but for all other ticket types, you may be required to make a reservation. We advise customers to book direct via our website or app and provide contact details, in order to ensure they receive the very latest updates and information about their journey.

Journey Central is Grand Central's on-board Wi-Fi platform, relaunched for 2021 with all-new features including:

  • At-seat food ordering and paying
  • Live journey and train information
  • All the same great content you've come to enjoy
  • Absolutely no apps, downloaded software or complicated passwords

Find out more on the Journey Central webpage.

For travel at weekends your must have a seat reservation. Seat reservations can be made by calling our Customer Relations team on 0345 603 4852 (opt. 3, then 1), this facility is available up to 5 minutes before departure (subject to availability). We post regular updates on our website and on Twitter which shows which trains are expected to be busier and which will be quieter to help you plan your travel.


 

Yes we will do our best, please speak to a member of the on-train team who will try to find an alternative seat provided it is not reserved or in use by other passengers.

If the train is full, you can elect not to travel and seek a refund if you hold a refundable ticket. Advance purchase tickets are non-refundable in these circumstances.

Yes we will do our best, please speak to a member of the on-train team who will help you to find alternative seats provided they are not reserved or in use by other passengers.

 

We have taken every measure possible to provide you with a comfortable journey, including a seat reservation (and the requirement that all passengers have a reservation prior to travel), and information on which services are expected to be busier.

If your train is too full to safely travel, we will communicate a course of action regarding onward travel on a case-by-case basis - please speak to a member of staff at the affected station.

Face coverings are no longer mandatory so we cannot enforce this, however our on-train team can try to find an alternative seat in a quieter part of the train provided it is not reserved or in use by other passengers.

Alternatively, you can elect not to travel and seek a refund if you hold a refundable ticket. Advance purchase tickets are non-refundable in these circumstances unfortunately.

Customers can change the date of travel if their plans change, without any additional fee, if they have bought their ticket on our website or app. Please contact the Booking Support Team on 0345 603 4852 (option 3, then option 2). Lines are open 8am to 10pm, 7 days a week.

If you have purchased your ticket from another retailer, you will need to get in contact with them to discuss this.

To help our customers Travel with Confidence, the rail industry is:

  • Ventilating trains to refresh air.
  • Extensively cleaning trains and stations.
  • Improving information about journeys and trains.
  • Face masks are mandatory on all rail travel unless you are exempt. 
  • We will follow best practice to ensure customers and staff can feel confident to travel. We also recommend that where possible, customers plan ahead and use our seat availability charts to use our quieter services (when possible), and that you make a seat reservation before travelling for the service you plan to travel on - especially if you're travelling with others..

Yes, you may bring your own refreshments. Journey Central is also available to all Grand Central customers, offering you the option to order at seat refreshments - without having to leave your seat! More information about Journey Central is available.

Assisted travel

Yes, when you're booking your train ticket on our website there is a link in the 'Need assistance' section on the Travel options page. Just click on the link and you'll be able to request what help you need and we'll be in touch.

Alternatively you can call:

To book travel assistance for an existing journey, please see our dedicated page on travel assistance.

Yes, in order to reserve a companion seat please call our Passenger Assist team on 0345 603 4852 (option 4, open 08:00 - 22:00)

Please pre-book assistance for your journey.or call our Passenger Assistance booking team on 0345 603 4852 (option 4). Pre-booked assistance can be provided at staffed stations on our routes and we will provide options for you if you are joining or departing our train at an unstaffed location.