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Passenger Charter FAQ

If you have any further queries please get in touch via the contact page or by calling 08450710222.

About our staff

Our staff are very friendly and passionate about Hull Trains. They enjoy regular briefing, training and have direct access to the management team.

Because of our relatively small size, we also hold regular forums where all issues affecting our services, customers and staff are discussed in an open environment.

They will treat you in accordance with the policies outlined in this document and in the National Rail Conditions of Carriage. They are also encouraged to use their discretion in dealing with individual issues as they arise.

We will not however tolerate, in any circumstance, abuse of any member of staff. If our product does not come up to your reasonable expectations, they will provide the best possible service for you in the specific circumstances. We ask for your understanding when occasionally they may be required to ensure other customers' safety and security as a priority, and therefore may not always be immediately available to attend to specific queries.

We believe our staff deserve every possible protection from abuse and we will pursue action (including court action) against offenders. Our trains are fitted with remotely monitored and recorded CCTV surveillance for everyone's safety and security. This information is stored for several days before being deleted and may be used as evidence in the event of any incidents.

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Planning your journey

We publish our timetables on our website, at stations on our route and at some travel agencies. Our services are also shown on the National Rail website (link opens in a new browser window). Real-time train running information can also be obtained from the Live Station Departure Board facility on this website: http://www.nationalrail.co.uk/ldb/livedepartures.asp (link opens in a new browser window)

Telephone: 08457 48 49 50 (24 hours a day except Christmas Day)

Textphone: 0845 60 50 600 (06:00 - 21:00)

Our exclusive telesales team will help you to plan your journey with Hull Trains:

Telephone: 08450 710 222 (Lo-call)

Lines are open from 07:00 to 22:00 on weekdays and from 08:00 to 19:00 on weekends.

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Engineering work & amended timetables

We will endeavour, where possible, to advise customers of any planned or unexpected changes to our services.

Railway infrastructure maintenance and renewal such as track, overhead line and signalling is undertaken by Network Rail. Wherever possible, this is undertaken without disruption to train services and we work closely with Network Rail to ensure this is possible. Larger tasks do, from time to time require the lines to be closed or route capacity reduced and therefore services can be altered, particularly at weekends and bank holidays. Where service changes or extended journey times are unavoidable, we will always do our utmost to offer through train services, provide as much advance notice as possible and to agree with Network Rail that the work is undertaken on the least busy days.

Customers can find details of any changes by contacting any of the information outlets above, on our website, displayed on posters at stations we serve, and from our staff who will be happy to be of assistance. Information is also available on-board the trains.

In the event of serious unplanned disruption, information can also be obtained from other sources such as BBC Ceefax (p430) or if you have a digital television, via BBCi on Digital Text.

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Buying tickets

Ticket types which do not require advance purchase may be obtained on board any of our trains from the Train Manager. In this circumstance it is your responsibility to approach a member of staff to make the purchase as soon as possible after boarding.

Hull Trains has a range of great value exclusive tickets, valid specifically on our services only and offering a discount on the interavailable (any operator) standard (open) single and return fares. When buying tickets we promise to provide fair and impartial advice about the ticket types available and also to sell you the most appropriate ticket for your journey.

Pioneer Advance Purchase and Saver tickets are intended to encourage the use of quieter, more lightly loaded services and there are restrictions on when your journeys can be made. Most Pioneer Advance Purchase tickets include a seat reservation. You must sit in your allocated seats and ensure that you travel on only the specified trains/dates to ensure that your ticket is valid for travel. If you hold a saver ticket, it is your responsibility to check in advance that it can be used on your intended train. Saver tickets are not valid for travel on weekday peak-time trains.

Hull Trains tickets can also be purchased at station ticket offices, by telephone, on the Internet, at rail appointed travel agents or on board the train. Information about our various fares is published on our website at http://www.hulltrains.co.uk/fareprices.php (link opens in a new browser window) and in leaflets at the stations we serve. Our dedicated telesales team will be able to guide you to purchasing the best ticket for your journey:

08450 710 222 (Lo-call)

Hull Trains accepts all national railcards for most advanced purchase tickets on our services.

Hull Trains does not manage any of the Ticket Offices at stations on our route. We work with other train operators to ensure that you receive the best possible service with minimal queuing time.

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Why you must have a valid ticket for your journey

Hull Trains receives no financial support for the provision of its services and the quality of service we are able to offer relies upon the receipt of income from ticket sales. Travelling with intent to avoid payment is an offence under the UK Railway Bye-Laws.

The National Rail Conditions of Carriage states that all passengers must buy and carry a ticket valid for the date, time and journey they are making.

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What happens if you travel with the wrong ticket or on the wrong train?

If, due to no fault of Hull Trains, you travel on our trains with an invalid ticket, you will liable to pay an excess fare. Where a Saver ticket is held, this will be the difference between the Saver fare and the relevant Standard or First Class Open fare. In respect of Pioneer Advance Purchase tickets, or any out of date ticket the full fare for the journey being made will be payable as though no ticket were held.

In these circumstances, no exchange or refund is possible on Advance Purchase Tickets. You will not be entitled to any allowance of money already paid towards the cost of a new ticket.

If you travel on the wrong train because you have missed a planned legitimate connection from another main line train, you will normally be allowed to travel on the next available service, where the missed connection can be reasonably verified.

If you travel on a Hull Trains service without a valid ticket and refuse to pay the relevant fare, you will be required to give us your name and address, with proof of identity and address so that we can bill you later. If you refuse to do this, you will be asked to leave the train at the next available stop. An administrative charge will be added to the cost of the unpaid fare.

Hull Trains operates a revenue recovery scheme in such circumstances and you should be aware that costs of payment can be significantly higher than the original fare would have been. Prosecution may be pursued in respect of unpaid fares.

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Seat reservations

We aim to provide a ten-week booking horizon, subject to the provision of sufficient advance information about timetable changes by Network Rail. Most Hull Trains tickets include a complimentary seat reservation. If you pay for a seat reservation that is not honoured, and the train manager is unable to find alternative seats elsewhere on the service, we will provide you with either a complimentary journey with Hull Trains or rail vouchers towards a future journey.

In most cases you may board Hull Trains services without a reservation, though at busy periods (including weekends and during engineering works), reservation is strongly recommended and may be compulsory. If you do not have a reservation, we may not always be able to provide you with a seat. At particularly at busy periods you may not be able to travel on the service of your choice if you do not have a reservation.

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Smoking

Smoking is not permitted in any area of our trains at any time. This includes toilets and vestibule areas. It is against the law to smoke anywhere on-board any train.

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Luggage

We will try and accommodate passengers' reasonable requirements for the carriage of luggage. For your safety, comfort and convenience, we strongly recommend that in addition to normal hand-luggage, passengers do not exceed one large suitcase per adult. Weight should not exceed 32kg (70 Lbs) per item and luggage storage space is limited.

For security purposes, all luggage must be labelled showing your name, destination station, coach/seat numbers and an emergency contact telephone number. Staff reserve the right to decline access to any unlabelled items of luggage. We hope passengers understand and support the importance of this security measure.

We reserve the right to enforce UK rail industry limitations for the carriage of excessively large or heavy items, as set out in the Conditions of Carriage, published by the Association of Train Operating Companies.

Passengers bringing excessively heavy (more than can be lifted comfortably by the passenger) or outsize objects may incur an additional charge or be unable to join the train of their choice.

For passengers boarding and alighting at Hull and London King's Cross stations, large items may be stowed in a secure area of the train. Passengers should approach a member of the train crew before boarding to take advantage of this facility.

Independent luggage transfer facilities are available in association with Carry my Luggage. Visit http://www.carrymyluggage.com/ (link opens in a new browser window) or Tel 0845 009 0362.

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Bicycles

Our trains include a cycle carriage area. However, as there are a limited number of spaces, passengers wishing to carry a bicycle or tandem are requested to reserve in advance.

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Train cleaning

Our Trains are cleaned continuously over the day, between services and overnight at our depots whilst under maintenance. We take the cleanliness of our trains very seriously, and welcome customer feedback on the state of our trains.

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Lost property

If you lose something on one of our services and it is found by one of our staff, it will be returned to the Hull Trains offices or the lost property office at London King's Cross station. Please contact Hull Trains customer relations if this is the case.

If you lose something in one of the stations we serve, you will need to contact the company that manages that station, and their staff will do their best to help you.

Please note that we are unable to forward any items of lost property by train due to liability reasons, and may charge you for storage and the cost of returning your property.

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Use of personal stereos, DVD players, mobile phones and other electrical appliances.

Passengers are welcome to use their personal equipment, providing it is with due with respect to their fellow travellers. The Railway Byelaws 2005 Part 7 provide further clarification. If you are asked by another passenger or a member of staff to reduce the volume, or switch off your appliance because it is causing annoyance, you must do so by law. Mobile phones, personal stereos and DVD/video players may not be used in any vehicle marked "Quiet Coach" or "Quiet Area". For the avoidance of doubt, Laptop computers or PDA appliances may be used without restriction so long as they are operated in "silent" mode.

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Assisted travel, special needs and help for the disabled passenger

Hull Trains welcomes all travellers, including those with special needs and disabilities. Whether you need help boarding or alighting trains, assistance with children or heavy luggage, or someone to meet you at a major station and guide you to a connecting service, we will be delighted to do all we can to make your journey as easy as possible.

Our Disabled Persons Protection Policy is available from our website, or alternatively copy can be procured from customer services. This documentation gives all contacts and details our commitment to promoting disabled persons' travel.

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During your journey - what to expect

Our aim is to make your journey as enjoyable and as straightforward as possible. Our employees are easy to recognise by their distinctive uniforms and name badges. They are committed to the highest standards of service and are professional, helpful, courteous and friendly.

All trains have a Train Manager on board who will be available during the journey to answer any questions or advise you of any service alterations.

All First Hull Trains services offer a buffet and an at-seat service in First Class. We will try to advise you before you board the train if there is any reason why we cannot provide you with our advertised catering service. Occasionally and particularly during or following any disruption, only limited provision may be available due to the perishable nature of many of the products.

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Train performance standards

First Hull Trains is proud to be one of the most reliable and punctual rail service operators in the industry.

We aim for:

  • Over 90% of our trains to arrive within 10 minutes of their published arrival times and
  • 99% of all trains in the published timetable to run.

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What we will do when things go wrong

When our train services are delayed or disrupted, we will try wherever possible to keep you informed and get you to your destination as quickly as possible. Our control centre provides information to staff across our route, on trains and at stations, to enable them to keep you informed.

Before you travel, information on our service running can be found on the National Rail website (Live Departure Boards), through our telesales team, and through the National Rail Enquiry Service (see Useful Contacts.) For more serious delays, details will often be broadcast on local and national radio and television.

In severe weather, railways often continue to operate when roads and airports have closed. However, speeds may be reduced, delays can build up and schedules can be disrupted. To minimise disruption to your journey, you can ask at manned stations, visit our website, or ring our telesales team, all of whom will try their best to provide you with the most up-to-date information on the running times of our services.

If you are waiting at a station you can check how your train is running using the National Rail Train Tracker™ service using your mobile phone SMS text service.

Text to "484950"

Getting started

What to type Example Response
Dep and a station name dep howden The next few real-time departures - including any delays - from Howden station to anywhere
Arr and a station name arr brough The next few real-time arrivals - including any delays - from Brough station to anywhere

More advanced enquiries

What to type Example Response
Dep and a station name and to and a station name dep howden to london kx The next few departures from Howden to King's Cross from the current time
Dep and a station name and to and a station name and a time dep howden to london kx 1730 The next few departures from Howden to King's Cross from 17:30
arr and a station name and to and a station name and a time arr brough from grantham 1900 Trains, arriving in Brough at or after 7pm, which have stopped at Grantham

TRAIN TRACKER™ Responses

Message Explanation
time due station name: OK On time
time due station name: ? No report
time due station name: As timetable
time due station name: +4m Four minutes late
time due station name: -4m Four minutes early
time due station name: canx Cancelled

We aim to provide all of our passengers delayed over an hour or more from published timetables at least one free non-alcoholic drink, stocks permitting.

If delays occur during your journey, we will do our best:

  • To get you to your destination as quickly as possible
  • To arrange alternative transport in some circumstances
  • Or if your journey has become impossible, return you to an appropriate station

If you are travelling on a Hull Trains service which is cancelled or terminated en-route, we will do our best to get you to your destination station by other means, including other train services or by alternative mode of transport. If we are still unable to get you as close as reasonably possible to your destination, we will arrange overnight hotel accommodation until we are able to get you to your final destination station on the following day.

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What we will do to make it up to you

Refunds

Because of disruption to train services

If the train you planned to catch is cancelled, delayed or your reservation will not be honoured and as a result you decide not to travel, you may return the ticket to any National Rail ticket office within 28 days and receive an immediate full refund (i.e. with no deduction for administration costs) from that ticket office. It is important that you are able to provide details of the train you travelled on so that your request can be verified.

Because you decide not to travel for other reasons

Even if the train service is running normally, but you decide not to use a ticket for your own reasons, you will be eligible for a refund in many cases so long as this is requested before the ticket expires. Dependent upon the ticket type, this may be subject to a £10 administration fee. Some Advance Purchase tickets (i.e. tickets valid for travel only on a specified train/date) are sold on a ‘no refund’ basis. Refunds will be considered where application is made prior to the date of travel on certain ticket types however.

What to do

Tickets bought from a National Rail ticket office, or a self-service ticket machine at a National Rail station, should be returned within 28 days to any National Rail ticket office.

If you bought your ticket from Hull Trains by telephone please post your ticket with a covering letter to:

Hull Trains Aftersales
P.O. Box 131,
Plymouth
Devon PL4 6XT.

If your ticket was purchased from a National Rail-appointed travel agent, online via a website or on the telephone from another train company, or from an independent ticket retailer (e.g. thetrainline.com), please contact the people who sold it to you.

You may apply for a part or full refund on an unused ticket as long as certain conditions have been met. Refunds should be progressed through the original point of sale. If you are requesting a partial or full refund you must present your travel ticket along with any accompanying seat reservation tickets. Where the refund is in respect of delays, your ticket must be stamped by the Train Manager to verify that you travelled on the affected service.

Compensation for all ticket holders

If you are delayed when travelling with us, we will apologise and do our utmost to ensure we alleviate any inconvenience as far as is possible. Our staff are there to help you and if you have any problems please let a member of the on-board team know as quickly as possible.

Our compensation system, applies to all ticket holders and irrespective of what caused the delay. If you arrive at your destination station (i.e. any station served by Hull Trains) late as a result of delay to and/or cancellation of a Hull Trains service, compensation works as follows: (but please remember your ticket must be stamped by the Train Manager to verify that you travelled on the affected service.)

  • If any Hull Trains service is operating over 60 minutes late we will offer you a choice of tea, coffee, mineral water or fruit juice with our compliments, while stocks last. If the delay extends to 120 minutes, we will then offer you additional refreshments as available on-board with our compliments, while stocks last.
  • Where you arrive between 30 and 59 minutes late at your destination station, you will be entitled to compensation of 50% of the cost of your single ticket or 50% of the cost of one portion of your return ticket (by ‘portion’ we mean either the outward or the return part of a return ticket).
  • Where you arrive between 60 to 119 minutes late at your destination station, you will be entitled to compensation of at least 100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket (by ‘portion’ we mean either the outward or return part of a return ticket)
  • Where you arrive between 120 minutes (or more) late at your destination station, you will be entitled to compensation of at least 100% of the cost of your single ticket or at least 100% of the cost of your return ticket (i.e. both ways, not just one way).

If your train has been cancelled and you are unable to travel using the alternative arrangements we provide, you will be entitled to a full refund in respect of the affected leg(s) of your journey as set out above for delays of 60-119 minutes or 120 minutes late (or more) at your destination.

If you decide not to make all or part of your journey for any other reason, and you return your ticket within 28 days of the ticket's expiry date to the original point of sale, for depending on the type of ticket you have, you will receive a refund less our administrative fee. The amount of the refund will reflect any use you have already made of the ticket, and in some circumstances, no refund will be paid. Some of our tickets are not valid for refunds and are advertised as such.

We will not accept claims for a refund if we have previously published an amended or emergency timetable or given details of an alternative route due to engineering work.

We do not accept liability for any loss (including consequential loss) caused by delay to and/or cancellation of any train, missed connection, or closure of the railway. This is in accord with paragraph 46 of the National Rail Conditions of Carriage in the Great Britain mainland.

Compensation for other complaints

Compensation in the form of National Rail Travel vouchers or complimentary future travel on Hull Trains services will be considered on an individual basis, subject the circumstances. The amount of compensation will be dependent upon the problem.

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Exceptions

We do not accept claims for refunds where we have published a revised timetable or offered alternative routes owing to planned engineering work. We will not accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection or closure of the railway.

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Season ticket compensation

Hull Trains does not currently sell season tickets exclusively for use on its services. As a consequence, we do not offer any compensation to season ticket holders. Season tickets are, however, valid for use on Hull Trains services, offering you, as a season ticket holder, more opportunities to travel.

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Useful contacts

Hull Trains Customer Relations

Freepost RLYY-XSTG-YXCK
Premier House,
Ferensway,
Hull
East Riding of Yorkshire HU1 3UF

Telephone 0845 676 9905
E-mail: customer.services@hulltrains.co.uk
Website: www.hulltrains.co.uk

Hull Trains considers all customer correspondence to be of the utmost importance. We will tackle each comment on an individual and unbiased basis, in accordance with the National Rail Conditions of Carriage and the terms and conditions laid out in this charter. Hull Trains will endeavour to acknowledge all correspondence within ten working days, and will aim to reply in full within three weeks. Occasionally and following incidents which have caused major disruption, our response may take little longer because of the increased volume of complaints. This is because we respond personally and individually to every comment and complaint received.

If you do not feel satisfied with the response you have received from us, you can contact Passenger Focus. This is an independent consumer watchdog that is charged with the protection and promotion of rail passenger's interests by the UK parliament:

Passenger Focus

Passenger Focus
Freepost WA1521
Warrington
WA4 6GP

Telephone 08453 022 022
Textphone 0845 850 1354
Fax 0845 850 1392
E-mail hello@passengerfocus.org.uk
Website www.passengerfocus.org.uk (link opens in a new browser window)

London Transport Users Committee
6 Middle Street,
London,
EC1A 7JA

Telephone 020 7505 9000
Fax 020 7505 9003
E-Mail enquiries@ltuc.org.uk
Website www.ltuc.org.uk (link opens in a new browser window)

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Network Rail

If you would like to make a complaint related to the condition or maintenance of the railway network, you will need to contact the UK rail network infrastructure operator: Network Rail.

For urgent or safety critical matters, call Network Rail's national helpline on 08457 11 41 41. This line is open 24 hours a day.

Alternatively, Network Rail can be contacted via the following means:

Network Rail,
40 Melton Street,
London,
NW1 2EE

Telephone 020 7557 8000
Fax 020 7557 9000
Website www.networkrail.co.uk (link opens in a new browser window)

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Using the train to reach the Airport or Eurostar terminal?

We always recommend when planning your journey that you schedule your arrival for no later than two hours before your check in period closes. You should also allow a minimum of two and a half hours* from the scheduled arrival of any international flight at Heathrow to the scheduled departure of your train from King's Cross. We are not liable for any costs incurred should you miss your flight or train. We also recommend that you allow at least one hour to transfer between King's Cross station and any other main line terminus in London, including Victoria (for Gatwick), Paddington (for Heathrow), Liverpool St. (for Stansted) or Waterloo (for Eurostar to November 2007).

* Three hours from scheduled arrival of any international flight at Gatwick

For Eurostar international services departing from St. Pancras station, the minimum connectional allowance from arrival at King's Cross to departure from St. Pancras International terminal is 50 minutes. For incoming international arrivals the minimum connectional allowance into a UK domestic departure is 20 minutes. Remember that all international departures are subject to a minimum check-in time of 30 minutes.

St. Pancras Station is adjacent to King's Cross and Euston is approximately a 15 minute walk westwards along Euston Road from King's Cross.

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What if my train is heavily delayed or cancelled and I need help?

If your train is cancelled or delayed ask a member of our train crew or station staff for help; or call our telesales office if you are unable to speak to a member of staff. They may be able to arrange alternative transport provided you have left a reasonable amount of time for this. If you choose to arrange your own transport you will not normally be able to claim these costs back at a later date.

If you are travelling abroad, we recommend that you hold appropriate travel insurance and check that it provides adequate cover to meet your personal needs and requirements of your journeys.

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Am I entitled to a seat. What if I have to stand or am otherwise unable to board if the train is too full?

As a long-distance operator, we aim to provide a seat to all passengers. During occasional times of disruption however services may become very busy as other passengers make use of any available services.

You will only be entitled to a seat on your train if you have made a reservation in advance. Reservations can be made at the point of purchase or later if you produce your ticket. There may be a charge for this service. Many tickets purchased in advance include reserved seats. If you have not made a reservation we are unable to guarantee that there will be a seat available on your journey, or during exceptionally busy periods, that you will be able to travel on the train of your choice.

You are not entitled to receive compensation if you have to stand or are unable to join the train in these circumstances.

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Can I sit in First Class accommodation if there are no standard seats available?

It is not allowed to occupy First Class seats without payment of the appropriate first class fare. In exceptional individual circumstances, the Train Manager may give permission for a first class seat to be occupied.

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Can I upgrade my ticket to travel First Class?

You can upgrade any ticket subject to payment of the difference between the fare paid and the full open first class fare for the journey being made. If you hold an Advance Purchase ticket, upgrade is only permitted on the date and train shown on your ticket. If you use another service, the full fare for the journey being made is payable. Please note that at busy times on trains departing from London, upgrades are not offered until all First Class ticket holders have been seated. If you occupy a First Class seat with a standard class ticket and there are passengers already holding first class tickets unable to get a seat, you will be required to vacate the first class seat.

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Do I have to pay for my children to travel on the train?

Up to two children under the age of five can accompany each fare paying passenger free of charge. However, children under the age of five who are travelling free can only occupy a seat if it is not required by a passenger who has paid for their fare.

Children between the ages of five and sixteen are entitled to a discount of at least 50% on most tickets.

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Can I travel on the train with my wheelchair?

You can take a standard sized reference* wheelchair on our trains. This is a requirement of the Disability Discrimination Act (1995) (link opens in a new browser window) and all our trains have special spaces to accommodate wheelchairs. In some circumstances, dependent upon the type of train being operated, disabled customers and up to two accompanying passengers holding valid tickets may be accommodated in First Class or Weekend Plus accommodation at the Standard Class fares.

Disabled toilets are also provided close to the wheelchair spaces. To ensure you receive the assistance you need, we always recommend contacting us before you travel. This helps the train crew to be prepared for you, ready with the ramp when you join, particularly at intermediate stations. We can provide information on station and train facilities and arrange additional assistance for your journey if required.

We ask for at least 24 hours notice if you need assistance (call 08450 710 222 to request a disabled booking or assistance). If the dedicated spaces for wheelchairs are full or already reserved, you may have to travel by another train if you have not reserved one of them.

*The dimensions of a reference wheelchair are total length 1200mm, total width 700mm, sitting height (from ground to top of head) 1350mm and height of footrest above floor 150mm.

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Assistance if you have impaired mobility and other disabilities

We welcome customers with impaired mobility and other disabilities and publish a Disabled People's Protection Policy (DPPP) detailing the services that passengers can expect when travelling with us or using our stations. The full policy is available from our offices in Hull. Please contact us if you would like a copy or if you would like a copy in other formats e.g. Large Print.

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How to book journey assistance

We offer our customers with impaired mobility and other disabilities the facility to book assistance during their journey: for example, help getting from one platform to another when changing trains. To use this service, please contact us 24 hours before you want to travel by phoning 08450 710 222.

Using this service will ensure that customers are met and assisted throughout their journey, at stations on the National Rail network. We do this through the Assisted Passenger Reservation Service (APRS) which all National Rail companies actively support. We will also advise customers who use this service about the access arrangements at the stations they will be using. In order to provide the best possible service we would appreciate 24 hours' notice, but if this is not possible you may still phone to seek assistance and we will do our best to help you.

We also promise that if you make a booking using the Assisted Passenger Reservation Service (APRS) 24 hours in advance, and the assistance we have agreed to provide at any station is not provided, we will give you a full refund on the following basis:

  • If your ticket is one way, we will refund 100% of the value
  • If your ticket is a return, we will refund 50% of the value

To make a claim, please contact us by phone or email

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Can I travel with my pets on the train?

Each passenger may travel with up to two small domestic animals free of charge on most train services. A charge of half the adult fare will be charged up to a maximum of £5.00 single and £10.00 return for each further animal transported.

Animals should be on a lead, muzzled or in a container. You may be asked to move to a different part of the train if other passengers object to travelling with animals. Pets are not permitted to use train seats.

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How far in advance of departure do I need to arrive at the station?

It is your responsibility to arrive in advance of the scheduled departure time and to ensure you allow adequate time to catch your intended train. Please remember to allow time for car parking/payment, and enough contingency time to allow for any problems which may arise if you are arriving by bus, tube, taxi or connecting train service. Minimum train-to-train connection times are published for relevant stations.

At certain stations, including London King's Cross and Hull, platform barriers may be closed to access up to one minute prior to scheduled departure to ensure punctual and safe departure of the train. We therefore recommend that you plan to arrive on the platform at King's Cross or Hull stations not less than five minutes prior to the advertised departure of our services.

Train doors may be closed and locked up to half a minute prior to the advertised departure times to ensure punctual departures.

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How much luggage can I bring on the train?

You should not attempt to travel or board a train with more luggage than you can comfortably carry yourself.

Passengers holding standard tickets are allowed up to 2 pieces of baggage, each weighing up to 23kg without additional charge. Excess items of luggage are charged at £10 per item, payable to the on-board duty manager.

Where possible, staff will do their best to assist elderly or infirm customers onto and off our trains. Disabled customers requiring assistance should book this in advance through our Telesales outlet (08450 710 222). Advance luggage facilities are available through www.carrymyluggage.com (link opens in a new browser window)

Please note: In accordance with the Heath and Safety Executive guidelines, no bag should weigh more than 32kg (70 lbs)

This safety measure, applies to reduce the risk of strains and injuries amongst customers and staff who may be asked to assist. If you bring luggage in excess of this limit, we may not be able to carry it and staff are required to levy an excess luggage charge of £15 if the item can be safely accommodate in a suitable location on-board the train.

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Will Hull Trains wait at stations for late running connecting trains?

Under normal circumstances our trains are not held at any station to connect with late incoming connecting services. This is because we have to take into account the wishes of the majority of passengers already on-board and waiting to join at other stations. In addition, delaying trains to make connections results in the loss of our timetable slots on the network, increasing the extent of delays for all passengers.

If you miss your connection, arrangements will be made for you to travel on a following or alternative service.

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Journey Planner

Buy Tickets / Timetables

Departure station / Destination station
Outward Journey

Leaving on:

Return Journey (optional - leave blank for Single or Open ticket)

Returning on (optional):

Booking Enquiries

Our booking hotline can take bookings up to: Mid-week travel until 6th February and Week-end travel until 1st February inclusive.

Notify me of new booking dates

Telesales Office Opening Hours:
Monday - Friday 07:00 to 22:00
Saturday - Sunday 08:00 to 19:00