Travel Advice
Can I use a train if I have Coronavirus?
No. If you have been diagnosed with Coronavirus or are showing symptoms, you should follow the advice from the NHS.
Can I buy tickets with cash?
Where possible please use card payments. If you are unable to use a card to pay for your tickets, we are accepting cash at booking offices.
What should I do if my train has been cancelled?
If you were unable to travel with us or did not complete your journey by train due to disruption or cancellations you could be entitled to a full or partial refund. This will depend on your circumstances and ticket type
Will there be social distancing on trains and at stations?
The Government has relaxed the legal restrictions on keeping 2m apart from people you don't live with. Some people will still prefer to keep their distance, where possible, so please be considerate of your fellow passengers. Social distancing will not always be possible when trains are busy, please be considerate of other passengers if you choose to board a busy train
What happens if the train I want to travel on is already full?
Social distancing will not always be possible when trains are busy, please be considerate of other passengers if you choose to board a busy train
How do I know which trains will be busy?
You can view seat availability where our newer trains operate. Head to our station live departure boards and search for your departing station.
Are you expecting busy services?
We are expecting busier services, on certain routes over the next months, due to holiday travel.
Please check before you travel and leave time for alternative trains where possible as some services may be busier than before.
Is catering available on your services?
No, catering is not available on our trains.
Are toilets still available on trains and stations?
Toilets are available on-board our trains and at stations, where facilities exist
Is hand sanitiser available at stations and on trains?
There is soap and water available in our toilets for customers. Hand sanitiser will not be provided on stations or on trains – where possible customers should carry their own.
What additional cleaning is being carried out?
We have a robust cleaning regime and employ more than 600 dedicated cleaning staff who, at the moment, are supported by colleagues from elsewhere in the business. Every carriage is given a thorough clean at the end of the night before being sent out the next day. We also have staff at stations who clear litter from our trains, clean surfaces, all touchpoints and toilets throughout the day to help keep them in the best possible condition for passengers.
Are your trains ventilated?
Yes, our trains are ventilated with fresh air regularly, either by air condition and ventilation systems or by leaving windows open during your journey. Additionally, at each stop, when the doors open fresh air is also brought into the train.
Do I need to reserve a seat to travel on Northern services?
No, seat reservations are not available on our services and are not required to travel.
You can view seat availability where our newer trains operate. Head to our station live departure boards and search for your departing station.
Have the opening times changed at my local station?
Our stations are open, you can check up to date information about the stations before you travel on our station pages.
What if I cannot board the last service of the day?
Where possible try to not rely on the last service of the day. If you can't board a service due to to crowding, we will consider your onward travel on a case by case basis. Customers left in an unstaffed station should call 0800 138 5560 and speak to a member of our customer experience team.
When is the best time to travel and are there any time to avoid?
Our trains tend to be busiest between 07:00-09:00 and 16:00-18:00, so where possible try and vary your journey times to avoid crowding. You can view seat availability where our newer trains operate. Head to our station live departure boards and search for your departing station.
Why have the timetables changed?
The timetable changed on May 16 2021 as part of the standard industry change. They will run from 16 May 2021 until 11 December 2021. There may be changes during this period, so remember to check before you travel.
Face Coverings
Do I need to wear a face covering on the train and in stations?
Please continue to wear a face covering, on our trains and at stations, unless you are exempt. Thank you for being considerate of other customers and our colleagues.
We understand not everyone will be able to wear a face covering.
What is a face covering?
At its very simplest, a face covering is something that covers your mouth and your nose, that minimises your ability to touch your face. Surgical facemasks, scarfs, homemade masks or material wraps are all perfectly acceptable. Take a look at the government’s advice on face coverings if you are unsure about what to wear.
To find out how to make your own face covering click here.
Are face coverings now compulsory?
As of 30/11/21 there is again a legal requirement for customers to wear face coverings on public transport and at stations, unless you are exempt.
We understand not everyone will be able to wear a face covering, whether for medical or other reasons.
What will happen to customers that don't wear a mask?
Not everyone is able to wear a face covering and Northern colleagues will be understanding where that’s the case.
However, it is again mandatory to wear face coverings on trains, unless you are exempt.
Will Northern supply face coverings, or at least have them for sale, before boarding?
No, please bring your own face covering. We are unable to supply face coverings to customers but have provided our staff with them, so please remember your own if you are travelling with us. Some larger stations may have vending machines where you can buy a face covering.
I have a hearing impairment and I rely on lip reading to understand what someone is saying, how will I be able to travel comfortably and communicate with your team?
We understand how challenging face coverings can make communicating with our staff when you have a hearing impairment. To help to overcome any problems you may have, our team have been asked to ensure they have a pen and paper as an alternative way of communicating.
I wear a sunflower lanyard to identify that I have a non-visible disability, will your staff recognise this and understand my reason for not wearing a face covering?
Yes, our teams have briefed our staff to recognise the Sunflower Lanyard scheme, understand its meaning and offer help, where appropriate, if they see someone wearing one.
What else are you doing to keep customers and colleagues safe?
We’re taking extra care to ensure our trains and stations are as clean as possible for our customers. We’ve got more than 600 dedicated cleaning staff working on trains and at stations with a particular focus on touch points (tables, buttons and toilets). Our trains are cleaned regularly through the day and are given a full clean at the end of each night. Many of our trains have ventilation systems in place that will circulate fresh air throughout the carriage. Some of our older trains have windows that open, so please do open windows yourself if possible.
Who can I speak to if I have a question that hasn’t been covered here?
Our Customer Experience Centre will be happy to help with any queries you may have, they can be contacted on 0800 200 6060. You can review the list of people who don’t need to wear a face covering here.
Refunds & Tickets
Can I refund my ticket?
Normal refund procedures apply click here for more information.
Can I change my ticket?
You can amend date and time of Advanced tickets fee free up until 6pm the day before you travel, until 31/12/21.
Fare price difference may apply. Advance tickets purchased online can be exchanged for a voucher for future journey. Fee-free changes also apply to Off-Peak and Anytime tickets, up to the date of departure.
Can I refund my season ticket?
Normal refund procedures now apply. Click here for more information. You can use the National Rail Season Ticket Refund Calculator to get an estimate of how much you’ll receive for an annual or custom length (longer than one month) National Rail Season Ticket or Travelcard. The exact amount you receive from the refund may vary depending on the final calculation of the refund application and may not be applicable to other types of Season Tickets such as car parks or PlusBus.
Can I refund my car park season ticket?
If you require a refund on your car park season ticket, please make contact with the company who the ticket was purchased from. You will then receive confirmation of the amount to be refund, and the process to be followed.
Can I refund my PlusBus season ticket?
You can claim a refund for an unused PlusBus season ticket, from us, if the ticket has been sold to you by Northern. If you bought the ticket from another service provider you will need to contact them directly for a refund. Tickets can be backdated 56 days from the date of refund request, if unused.
How do I get a refund if I've booked a Northern ticket through a third party retailer like the Trainline?
If you have bought a ticket from a third party retailer or another train operating company, please visit their website and check their updated refund policy. We are only able to process refunds on tickets that have been purchased directly from us.
Will I receive a refund or extension for my Railcard?
Northern has no control over Railcard policy, which is administered by the Department for Transport. This matter is currently under consideration by DfT, and we hope to bring customers more news on this shortly.
What will happen to my travel vouchers if I haven't been able to use them during coronavirus?
Rail Travel Vouchers which have expired or are due to expire between 20 October 2020 and 30 June 2021 will get an additional 6 months after their original expiry date, for customers to redeem them, to recognise the fact that most passengers had been unable to use them during the second and third national lockdowns.
Passenger Assistance
Take a look at our dedicated Passenger Assistance page here, for more information on how we can help you at the station and on trains.
Is it still possible to book assistance on and off the train?
Our passenger assistance service (inculding Turn Up & Go) is available as usual during the COVID-19 pandemic. Passenger Assistance can still be booked in the usual way through our team, they can be contacted on 0800 138 5560 (Text Relay 18001 0800 138 5560).
Are there still priority seats available on the train?
Priority seats are available as usual on our trains
Are waiting rooms still available at stations?
Our waiting rooms are open at stations, you can check up to date information about the stations before you travel on our station pages.
Assisting you at the station
Many of our stations are staffed and all our trains have conductors. They are there to help so please don't hesitate to ask. We will ensure they are sufficiently resourced to meet the booked travel assistance requirements and help you on and off the train, using the on train ramp where it is required.
My station usually has toilets available, are they open?
Toilets are open and should have adequate hand washing facilities, if you notice that we are running low on supplies, please let us know.
How will I be kept safe while being assisted?
Northern colleagues may still need to carry out assistance in a slightly different way compared to before the pandemic. Rest assured we will do everything possible to ensure you reach your destination swiftly and safely.
Our staff are issued with masks and will wear them when providing assistance as well as washing or sanitising their hands before the assistance is carried out.
There may be other precautions our station or train staff take when providing assistance, such as;
- not travelling with customers in small lifts.
- wiping down the handles of a wheelchair before and after use
- avoiding ‘skin-to-skin’ contact if guiding someone with a visual impairment
- keeping a safe distance away from passengers, where possible, whilst waiting for the train to arrive.
Our Passenger Assistance service (including Turn Up & Go) is available as usual during the COVID-19 pandemic. Our Passenger Assistance team are on hand to discuss and plan your journey- where possible we recommend booking assistance in advance by calling us on 0800 138 5560 (Text Relay 18001 0800 138 5560).
Our team are available 6am to 11pm, 7 days a week (excluding Christmas Day). We recommend booking assistance six hours in advance for same day travel or by 2300 the day before travel.
If I book passenger assistance, will the conductor and/or platform staff still help me on and off the train?
Our team will be happy to assist you in your journey, please consider that services will have fewer seats available and allow longer for your journey just in case the train you are planning to travel on does not have space available.
This page was last reviewed on: 24/11/21
