National Rail

0844 453 0143

National Rail is a trading name for the Rail Delivery Group. They are an association representing most of the train companies in the UK. National Rail promotes passenger railway services but does not create the timetables. It helps to allocate ticket revenue to 28 privately-owned train operating companies. While areas of the UK depend almost entirely on National Rail for railway services, major cities such as London and Manchester have their own public transport systems. Millions of customers rely on National Rail to plan train journeys.

National Rail Contact Numbers

Use these numbers to contact National Rail on any day of the year except for Christmas Day. When an actual person is not available, there will be an automated helpline for you to use. Try contacting a local train operating company directly if National Rail can’t assist.

Department
Phone Number
Opening Times
Customer Services
0844 453 0143
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Discounts
0843 178 3453
(Mon – Fri) 24/7
(Sat – Sun) 24/7
TrainTracker™
0843 178 3454
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Service Disruptions
0843 178 3455
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Penalty Fares
0843 178 3456
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Complaints
0843 178 3457
(Mon – Fri) 24/7
(Sat – Sun) 24/7

Customer Services

Contact National Rail by calling 0844 453 0143 to connect to the National Rail Enquiries helpline. Call this number whenever you need assistance with train times or tickets, or booking on the website. Prices and policies vary between train operators, but National Rail can provide guidance on the costs and rules of travel on your selected journeys. You can enquire about bringing children, pets, bicycles, or luggage onto the train with you ahead of your trip. You could also find out the location of a train station and which facilities it will have.

Discounts

National Rail train services have several discount options for off-peak travel. Children under 15 can travel for 15% less, while children under five can travel for free. There are different Railcards which allow the user to get 1/3 off ticket prices for one year. If two adults travel together, they can use the Two Together Railcard. The 16-25 Railcard is available for young adults or older full-time students. There is also the Family & Friends Railcard, and Railcards for Seniors or Disabled Persons. Call 0843 178 3453 to discuss discounts.

TrainTracker™

National Rail provides a 24/7 automated train tracking helpline with live information. You can call to check the current running times, or timetables and ticket prices for journeys in the next 3 months. TrainTracker™ uses a high-quality speech recognition system, but you will have to speak clearly without any background noise. You will have to answer some simple questions before it can give you a real-time update. Be as precise as possible in your answers so it can identify the correct journey. Call 0843 178 3454 to track a train.

Service Disruptions

Changes in the railway industry can impact train journeys at any time of the year. One or more of the train operating companies might go on strike. There might be engineering works taking place which affect your route for an extended period of time. Extreme weather in any season can lead to delays or suspension of services. Whenever something like this happens, National Rail will try to provide the most accurate information for you. Call 0843 178 3455 to check if there are any disruptions to your service or find an alternate route.

Penalty Fares

Travelling on a railway service without paying for a valid ticket is a criminal offence. If there is an open ticket office or a working ticket machine at the train station, you must buy a ticket before you board. Otherwise, inspectors can issue a Penalty Fare, which will cost a minimum of £20. If you do not pay, the train company may take you to court. Penalties can go up to a fine of £1,000 or a three-month prison sentence. National Rail does not issue the penalties, but you can call 0843 178 3456 for advice on paying or making an appeal.

Complaints

Call 0843 178 3457 if you wish to make a complaint about National Rail. This only includes issues with services they provide directly, such as booking through their website. Report misinformation if it has caused you any problems. Other than this, National Rail cannot assist you with complaints about train journeys. You will need to contact the train operating company themselves to complain about delays or other service issues and request refunds or compensation. You could also make a complaint in person at the train station.

Other Ways to Contact National Rail

If you need support but cannot get it over the phone, then you can try online. National Rail staff monitor their Facebook page between 9am and 5pm from Monday to Friday. However, you can receive 24/7 updates and customer support over on their Twitter account. If you do not use social media, you can still contact them via e-mail at customer.relations@nationalrail.co.uk. You might have to wait longer for a reply, so it is better to call if the matter is urgent. When you have a complaint, you can write a letter to the address below.

Department
Address
Customer Services
National Rail
Customer Relations Team
Suite 410
1 Northumberland Avenue
Trafalgar Square
London
WC2N 5BW