Feedback and questions

To comment about a train journey, station or ticket office

If you have a comment or complaint about a train journey (including delays), stations or ticket offices or wish to request a ticket refund you should find the details of the appropriate Train Operating Company or station operator and write to their Customer Relations Team. National Rail Enquiries will be unable to assist you.

To give us feedback about National Rail Enquiries

We handle over 700,000 customer enquiries every day and quality of information is always our top priority. Nevertheless, things occasionally go wrong.

National Rail Enquiries provides fare and timetable information over the telephone and via self service portals.

We have a dedicated team who will respond to comments, queries and questions, sent via our website within 24 hours. If you contact us by any other method, we promise an initial response within 5 working days. You will receive a full response within 20 working days.

You can get in touch with us via:

Through our website

You can get in touch with us via our website or via email at

PLEASE REMEMBER - Complaints and feedback about delays, refunds, train journeys, stations or ticket offices should be sent to the appropriate Train Operating Company or station operator.

If you have a complaint about National Rail Enquiries specifically, please contact us first. If you remain dissatisfied with the way that we handle your complaint you may wish to seek independent Passenger Representation.