Frequently Asked Questions

You’ll notice a modern and spacious interior with 20% more seats with 3m longer carriages, better storage, greater comfort with more legroom.

Our new trains operate bi-mode technology which dramatically reduce harmful emissions by using modern engines and overhead electric lines. We’ll use overhead electric lines wherever possible which reduces the time our engines are on. Even when the engines are in use, our new trains will cut harmful particular matter emissions by 90% compared to existing trains. Bi-mode trains are lighter than diesel-only meaning less track wear and damage.

Yes, our new Paragon trains will call at every station on our timetable. Visit our Timetable page to view our current timetable.

Yes, we welcome all passengers on board our services. Our new Paragon fleet provides much better accessibility including designated wheelchair spaces, larger accessible toilets and priority seating. Our designated priority seats are close and have full access to accessible facilities and exits. These are labelled on our seating plan. We also have ramps available when needed for boarding and departing our services.

If you do require assistance for your journey, you can do so via Passenger Assist.

You can arrange assisted travel for your entire journey, buy a ticket and reserve a seat by calling us on 0800 316 1323. Please contact our friendly Passenger Assist team up to 2200 the day before you travel to make the arrangements. They are available 06:00 until 22:00 daily, except Christmas Day.

Hearing impaired customers may wish to use the Text Relay service, by downloading the Relay UK app to their smartphone and using the number 18001 0800 316 1323 to contact our Passenger Assist team.

Find more information about Passenger Assist or requesting assistance via our Passenger Assist page.

You can take a standard sized reference* wheelchair on our trains. This is a requirement of the Disability Discrimination Act (1995) and all our trains have special spaces to accommodate wheelchairs.

*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, weighing no more than 300kg.

Yes, we do have baby-changing facilities available on board our Paragon fleet. There are baby-changing tables in all toilet facilities. 

In First Class choose from a selection of freshly made sandwiches, served at your seat with tea or coffee and light refreshments, subject to availability. Ask your on board host for the selection details on the day or view the menu on our First Class menu page.

We offer an at-seat trolley service in Standard Class with a range of hot and cold drinks, refreshments and snacks. This is a cashless service and will be card payment only. See the menu and further details on our Standard Class menu page.

You are welcome to bring a pram on board our services, but they must be folded down at all times and stored away safely using the luggage racks provided, not blocking any doorways or aisles. Please do not store your pram in any wheelchair space in case of a wheelchair user requiring the area.

Each of our trains include a free, designated bicycle storage area. As there are a limited number of spaces available, passengers wishing to carry a bicycle must reserve in advance and as early as possible to avoid disappointment. You can do this by reserving a space online on our website or via our app when buying your ticket, or at any staffed station ticket office.

Folding bikes with a maximum 20-inch wheel can be carried as luggage without any restriction – please make sure you fold it before boarding and keep it folded until you leave the train. We are unable to carry tandem bicycles or other oversized cycles, eg: trailers and motorcycles.

Please be aware that we cannot carry non-folding bikes on replacement coach services should there be an alternative travel arrangement in place so do check before you travel. Find out which stations have bicycle storage available on our Station Information pages.

Advance Ticket Terms and Conditions

This section explains the terms and conditions of your ticket, which are in conjunction to the National Rail Conditions of Travel - www.nationalrail.co.uk/tickets

There are no refunds on Advance tickets except when there is service disruption to the rail network and you choose to abandon your journey. In such circumstances you may apply for a refund from the vendor of your ticket.

You can change your journey prior to travel (up to departure) for a £10 fee per Advance ticket plus any difference between the fare you paid and the fare payable.

When and where can I use the ticket?

a) Tickets are valid ONLY on the train(s) booked and connecting service(s) where appropriate.

b) You must travel in the class and reserved seat(s) shown on the ticket(s).

Conditions of Use

If you use your Advance ticket on a train other than the one you have booked, you will have to buy a new ticket for your journey, priced at the cheapest available valid fare for the service you use.

However, if you miss your service because your connecting train was delayed you will be able to travel on the next service provided by the same train company, or any additional services authorised by rail staff, without penalty.

Railcard holders travelling on a discounted ticket must carry their Railcard when they travel. If a Railcard holder fails to produce a valid Railcard with their ticket, a new ticket must be purchased as if no Railcard and/or no ticket were held. In such circumstances you may obtain a refund for the additional ticket you had to purchase provided that you are able to provide clear evidence of your Railcard. You should contact our customer services team with full details of the Railcard, your original tickets and the additional tickets that you had to purchase.

First Class Advance tickets do not always grant access to first class Lounges at stations. Please check with the train company you are travelling with to confirm their policy at specific stations.

Can I break my journey?

You may not start, break and resume, or end your journey at any intermediate station except to change to/from connecting trains as shown on the ticket or other valid travel itinerary.

Can I change the time and/or date of travel?

Changes to time or date of travel must be arranged before departure of the first reserved train printed on the ticket, after which the ticket has no value and a new one must be purchased.

If you booked online with us, amendments can be made through your Hull Trains account up to 5 days before departure, allowing us enough time to re-issue your ticket(s).

If you booked by any other method or your original date of travel is in less than 5 days, you can take your ticket(s) to any station with a staffed ticket office up to 18:00 on the day before you travel to change them.

You will need to present the ticket(s) and reservation(s) when you request a change. The origin, destination and Train Company or route must remain the same.

All amendments are subject to a £10 admin fee per ticket, plus the difference in price between your original ticket and your new ticket.

If you change your journey to a train on which a cheaper fare is available, the difference will not be refunded.

Is my ticket refundable?

Your Advance ticket is non-refundable.

If the train you purchased a ticket for is cancelled or significantly delayed, special arrangements will be made to accommodate you on another train (although a seat cannot be guaranteed). If, as a result, you decide not to travel, a refund will be offered on completely unused tickets and you will not be charged an administration fee. In such circumstances your ticket should be returned to the vendor for a refund.

You can buy a variety of different railcards to suit you and save 1/3 on your rail travel. Click the direct links below to purchase.

16-25 Railcard

Family & Friends Railcard

Senior Railcard

Two Together Railcard

Disabled Persons Railcard

26-30 Railcard

16-17 Saver

• Travel any time on weekends, and outside of the peak travel times on Monday to Thursday
• Until further notice, we've lifted peak time restrictions on Fridays so you can travel for less throughout the entire day on Fridays
• Hull Trains only Off Peak tickets are not valid on the 06:06 Hull Trains service from Beverley to London King’s Cross
• Hull Trains only Off Peak tickets are not valid on the 15:48 Hull Trains service from London King’s Cross to Beverley
• Hull Trains only and Any Permitted Off Peak tickets differ in validity, please enquire if you have an Any Permitted Off Peak ticket and you are unsure

For full restriction information on your booked ticket, visit the National Rail Enquiries website and search the 2-digit code displayed on your ticket.

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 Travel states that all passengers must buy and carry a ticket valid for the date, time and journey they are making.

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.

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.

You may not occupy First Class seating without payment of the appropriate fare.

You can upgrade any ticket subject to payment, of the difference between the fare paid and the full first class fare for the journey being made. If you hold an Advance 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 unable to upgrade and will be required to travel within standard class.

If you have been charged twice for a transaction booked through Hull Trains:

• The vendor will retain the money temporarily until the duplicate transaction is completed or cancelled; 
• If the transaction is not completed, the money automatically goes back onto your card, typically within five working days (some banks may take longer); 
• Over the course of the five days, please check your bank statement regularly for a duplicate transaction, and take a note of where the money has gone, e.g. “Hull Mobile App”, “Hull Trains Websales”; 
• If the money is not returned to your account within five days, please provide details of the cost of the rail tickets, date and time of booking, to our Web Ticket Sales Support team on 0345 071 0222 who will be glad to assist.

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. If you do want to ensure your child has their own seat on the service, you can book a child fare for them by booking on our website or app and adding a child passenger.
Children between the ages of five and fifteen are entitled to a discount of at least 50% on most tickets.

A full valid fare will have to be purchased along with an accompanied seat reservation.

 Train Operators cannot take any responsibility for children travelling alone.

Refunds
Full details of applying for a refund can be found on our refunds page.

I have abandoned my journey due to heavy disruption, what do I do with my tickets?

If the train you planned to catch is cancelled or delayed and as a result you decide not to travel, or you are unable to travel due to unfortunate circumstances and personal reasons, then you can return the unused travel ticket to the original place of purchase. A refund will be made without an administration fee.

I have an Advance ticket which is non-refundable, what do I do?

If you have purchased an Advance ticket and your train is cancelled or delayed by more than 60 minutes, alternative arrangements will be made for you to travel on another train. In such circumstances a seat cannot be guaranteed. If however as a result of the service disruption, you decide not to travel, a refund will be offered on completely unused tickets and no administration fee will be applied.

I am unable to use my tickets due to personal reasons, can I claim a refund?

If you decide not to travel due to personal reasons, when your train was running normally, you may be eligible for a refund on your tickets. In such circumstances refund applications must be made through the original retailer and the unused tickets provided.

An administration fee of £5 per booking may be applied.

Advance tickets are non-refundable. Please refer to the section below to learn more about the terms and conditions.

Where do I send my unused ticket to?

If you bought your ticket from Hull Trains on the website or app, you can fill in an online claim form (opens in a new window).

 Alternatively, you can download our refund form and post a copy of your tickets (if via your mobile, a booking reference number), along with the form providing your name and address to:

FREEPOST Hull Trains Refunds

Refund applications can take up to 28 days to be processed.

How do I claim consequential costs?

Under the terms of the National Rail Conditions of Travel, which apply to all Train Operating Companies, in accordance with your legal rights as a consumer you may be eligible to a different level of compensation where Hull Trains is at fault and nothing set here is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Services Team.
 
When travelling for flights or international connections we strongly recommend planning your journey to allow 3 hours from scheduled arrival at the airport to the closure of check in time.

I am not happy with the response given, how do I escalate my complaint further?

If you are not satisfied with the way we have answered your complaint you have the right to take your complaint to the Rail Ombudsman. The Rail Ombudsman service is independent and free. If your complaint is about the way our service has been designed, rail industry policy, or if your complaint relates to an event that took place before the Rail Ombudsman service was established, the Ombudsman will review it and then put it in the hands of Transport Focus or London Travel Watch who may progress it on your behalf.  These organisations are passenger watchdogs that work with the rail industry, government and others. 

You can contact the Rail Ombudsman by:
Website: railombudsman.org
Email: info@railombudsman.org
Tel: 0330 094 0362
Textphone: 0330 094 0363
Twitter: @RailOmbudsman
Post: FREEPOST – Rail Ombudsman

How long do I have to claim for compensation?

Applications for compensation must be received with the original travel tickets within 28 days of travel.

Refunds apply if the train you planned to catch is cancelled or delayed and as a result you decide not to travel, or you are unable to travel due to unfortunate circumstances and personal reasons.

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.

Seat reservations are available on board all Hull Trains services. You will be allocated a seat reservation at the time of booking an Advance ticket (carriage and seat number). Please sit in the seat specified on your ticket.

Our trains include a cycle carriage area. However, as there are a limited number of spaces, passengers wishing to carry a bicycle are required to reserve in advance. You can reserve a space via the following methods:

a) When you are purchasing tickets online, an option can be selected to reserve a bicycle space. On our website, you can add a bike reservation at the time of choosing your seat preferences.

b) Any staffed station ticket office can provide bicycle reservations.

If your train is cancelled or delayed ask a member of our train crew or station staff for help; or call us on 03450 710 222 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.

European Commission’s Online Dispute Resolution Platform.

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.

We welcome customers with impaired mobility and other disabilities and publish a Accessible Travel Policy (Making Rail Accessible) detailing the services that passengers can expect when travelling with us or using our stations. Find details of the Accessible Travel Policy on our Passenger Assist page. 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.

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. Please contact us by phoning 0800 3161323, available 24 hours a day, 7 days a week.

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.

We also promise that if you make a booking using the Assisted Passenger Reservation Service (APRS) up to 2 hours before you travel, 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

If you have travelled on a Hull Trains service and have left an item of your belongings on one of our services, you can get in touch and report it as lost. All items left on our services is returned to Hull Station and logged on the website MissingX. Please search for your missing item on www.missingx.com/en where you can claim your item or register it as lost. Please note, you must select TransPennine Express as they operate Hull Station and store lost property left on Hull Trains services. If you've lost something at Hull Paragon Station, follow the same steps.

Alternatively, you can contact TransPennine Express via 0345 600 1671 or speak to a member of TransPennine Express staff at the Hull Station Customer Services kiosk.

More details can be found on our Lost Property page.

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. We will try: 

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

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. 

Complete a form on the Hull Trains Delay Repay Portal. You will need to provide the following details:

• Your contact details
• A copy of your rail ticket(s)
• Date of travel
• Time of travel
• Route of your booked journey
• Individual price per ticket
• Your preferred payment method from the options provided

We would recommend that you register on our Delay Repay portal so you can keep track of your claims. When logged in, you can see your claim history and full payment options will be available to you.

Alternatively, collect a paper delay repay form from a station on the Hull Trains route or download a form and post it to us. Our Delay Repay address is: FREEPOST Hull Trains Delay Repay

For any other customer services related enquiries, please email customerservices.hull@hulltrains.co.uk or post to: FREEPOST Hull Trains Customer Services 

Important: This is a Freepost address so you must address the envelope exactly as indicated. Do not add any additional addresses. No stamp is required.

• a) Under 30 minutes - no compensation is due
• b) 30-59 minutes – compensation of 50% of the relevant affected journey portion 
• c) 60 or more minutes – compensation of 100% of the relevant affected journey portion 
• d) Abandoned journey due to disruption – you can apply for a refund from the original place of purchase on completely unused tickets and you will not be charged an administration fee 

Compensation is in line with our Passengers' Charter.

When the claim is approved, compensation should be with you within the following 10-15 working days.

There are a number of reasons as to why a claim may be unsuccessful. The most common reasons are below.

• The delay was less than 30 minutes
• The same claim was submitted twice for the same journey
• Incorrect journey details were provided
• The claim was submitted outside of 28 days of travel
• The ticket has already been claimed against
• The journey was taken with a different train operator and your claim was referred to the operator responsible for the delay to respond to

If you have a Season Ticket valid for travel on our trains, please include a copy of the ticket with your application. Season Ticket holders should claim for delay repay in respect to each individual journey on which they are delayed and include details of the specific train on which you were travelling. 

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Divide the cost of your Season Ticket type over the number underneath delay times.

Season Ticket Type	30 to 59 Minutes	Above 60 Minutes
Weekly	20	10
Monthly	80	40
Quarterly	240	120
Annual	928	464

The Consumer Rights Act came into force on 1st October 2015 and was extended from 1st October 2016 to include updated rights to claim compensation for train and coach journeys.

In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where Hull Trains is at fault and nothing set here is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Services Team at customerservices.hull@hulltrains.co.uk.

Exclusions - the arrangements for compensation do not apply for certain delays, which are outside the control of the railway. These include trespass, vandalism, security alerts and severe weather conditions.

As part of the new Delay Repay Code of Conduct, we have a commitment to publish quarterly Delay Repay processing and payment details to our website.

	Volume of Delay Repay compensation claims received	% of claims approved	Total value of compensation paid	Average processing time (days)
Period 10 10/12/23 - 06/01/24	3,603	77.3%	£119,567	3
Period 11 07/01/24 - 03/02/24	1,354	106.1%	£58,436	3
Period 12 04/02/24 - 02/03/24	1,263	81.3%	£29,544	2
Period 13 03/03/24 - 31/03/24	1,530	69.9%	£41,774	2

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. Real-time train running information can also be obtained from the Live Station Departure Board facility on this website.

Telephone for Hull Trains Customer Services: 03450 710 222, option 7, then option 4 (08:00 – 22:00, 7 days a week except Christmas Day and 26th December).

National Rail Telephone: 03457 48 49 50 (24 hours a day except Christmas Day)

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

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.

 For more information regarding your journey and if engineering works are taking place please check our Engineering Works page for updates.

You are not permitted to smoke cigarettes or E-Cigarettes on any platforms or stations throughout the UK or on any train services. Smoke alarms are fitted on board, including in the toilet facilities, which also detect electronic/vape type cigarettes.

As space can be limited when a service is busy, we ask that customers bring no more than three items of luggage – a maximum of one large suitcase, a small carry on bag and a handbag.

Small cases and bags can be stored under your seat, medium sized bags can go in the overhead racks and large suitcases must be placed in the luggage racks at the end of each carriage. Any luggage taken on board must be able to be carried by one person – either the passenger or a crew member if mobility assistance is required.

Any luggage in excess of our recommendations may be subject to an additional charge on-board our services, in line with the National Rail Conditions of Travel.

If you have a connecting journey with another operator, we recommend that you check with your connecting train operator on their luggage policy prior to travelling as storage can differ by train and operator.

Please store your luggage in the luggage racks provided at the end of each carriage. Alternatively, place luggage in the overhead racks above your seat. Our new Paragon fleet has improved storage which includes deeper overhead racks for regular cabin sized bags along with extra space beneath seats for small items of luggage. Larger bags should be stored at the carriage ends.

Please ensure luggage is stored securely and not blocking any walkways, wheelchair spaces or the seat next to you.

If you need any assistance with storing your luggage or can’t find space on the train, please speak to a member of on board staff.

The maximum bag size on our trains is 30x70x90cm. Please enquire before travelling if you intend on bringing very large items of luggage.

Any luggage in excess of our recommendations may be subject to an additional charge on-board our services, in line with the National Rail Conditions of Travel.

We ask that no more than 3 items of luggage per person is taken on board. Your luggage may be refused onto our trains if:

- Loading and unloading may cause a delay to the service
- It may cause injury or inconvenience to others
- It may obstruct walkways and corridors

Please note, electronic riding suitcases are not permitted on board Hull Trains services.

If you have any queries regarding luggage prior to travelling, please get in touch on 03450 710 222 and we will be happy to help.

E-scooters are not permitted on board Hull Trains services, including both folding and non-folding e-scooters.

Lightweight mobility scooters (weighing no more than 300kg) and bikes are permitted on board. Bike reservations must be made in advance as space is limited. Folding bikes can be carried on as luggage and must remain folded throughout your journey. 

e-bikes are permitted onboard providing they are no larger than a regular bike.

a) When you are purchasing tickets online, an option can be selected to reserve a bicycle space.

b) Any staffed station ticket office can provide bicycle reservations.

Passengers may take with them, free of charge and subject to conditions below, up to two dogs, cats and other small animals (maximum two per passenger) provided they do not endanger or inconvenience passengers or staff.

Dogs must be kept on a lead at all times unless contained in a basket.

Dogs without leads, cats, birds and small animals must be carried in an enclosed basket, cage or pet carrier. It must be rigid and not open (to prevent escape) and the animal able to stand and lie down in comfort.

Animals and containers must not occupy seats or tables, otherwise a charge will be made. We ask this for the comfort and benefit of other passengers on board.

Animals are not allowed in restaurant cars except for blind persons' guide dogs or deaf persons' assistance dogs, which may be allowed into the restaurant car at the Steward's discretion. However, every effort is made to serve meals at blind or deaf persons' seats within the normal seated accommodation.

Byelaw 16 allows the train company to refuse carriage or entry to any animal. If your dog or other animal causes a nuisance or inconvenience to other passengers you may be asked to remove it from the train or railway premises by the Train Company or Rail Service Company staff.

Our trains are cleaned continuously throughout 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.

Customers 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.

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.

In line with our Passengers' Charter, when travelling for flights or other international connections, e.g. Eurostar, we strongly recommend planning your journey to allow 2.5 hours* from scheduled arrival at the airport/international station to the latest check-in time. *Three hours from scheduled arrival of any international flight at Gatwick.  

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) or Liverpool St. (for Stansted).

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.

If your train is cancelled or delayed ask a member of our train crew or station staff for help; or call our 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.

Along with our industry colleagues we have conducted research about how you, our customers feel, when services are disrupted. We are planning to use this to guide our strategy and processes over the coming months so we can improve the way we talk to you during disruption.

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.

Safety information can be found throughout the train, please take time to familiarise yourself with them on your journey. Our on board team may also make necessary announcements throughout the service.

CCTV is in operation on board our Paragon fleet. Footage collected by these cameras are for safety and security purposes only. We work very closely with the British Transport Police across our rail network to help keep you safe, comfortable and secure. Visit our Safety and Security page for further information regarding safety and security on board our trains.

If you see anything unusual, talk to any member of staff or a police officer. You can also call the transport police on 0800 40 50 40, or you can even text them on 61016.

When boarding or alighting at any of the stations along the route, please mind the step between the train and the platform. If you need any assistance with boarding or alighting, please speak to a member of the on board team.

If travelling with young children, please help them where possible as they move through the carriages. Trains can move from side to side suddenly and could lead injury. Help us reduce accidents on board by ensuring they keep their fingers away from the sliding internal doors when they are opening and clear of the external doors when they are closing.

Our team 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 Travel. 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 our team. 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 team 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.

How do I book Passenger Assist?

To get the best possible service we recommend you book your assistance in advance, using Passenger Assist. This is a service provided by train companies to help passengers at stations when getting on and off the train.

Contact our Passenger Assist team 24 hours a day, 7 days a week. You can book and reserve assistance 2 hours before you travel for same day travel.
If you’re not sure and want to talk about how we can help you use rail services successfully it is free and available to anyone by calling 0800 316 1323.

Hull Trains Customer Services

FREEPOST Hull Trains Customer Services

Telephone: 0345 071 0222, option 7, then option 4 (08:00 – 22:00, 7 days a week except Christmas Day and 26th December).

E-mail: customerservices.hull@hulltrains.co.uk

Website: www.hulltrains.co.uk

Webform: www.hulltrains.co.uk/support-and-contact/send-feedback

Websales

I have purchased my ticket online via the Hull Trains website and I have a question about my ticket, who do I contact?

Web Ticket Sales Support: 0345 071 0222 (option 2) 


Hull Paragon Station Facilities

Hull Paragon Interchange is operated by TransPennine Express, should you require any information regarding the letting of shops, how to make a complaint and other queries regarding the station please contact them directly on the below details:

TransPennine Express
Bridgewater House
60 Whitworth Street
Manchester 
M1 6LT

Telephone: 0345 600 1671

Website: www.tpexpress.co.uk

To find out more about the station facilities, visit our Station Information webpage.

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 03457 11 41 41. This line is open 24 hours a day.

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

Network Rail
Kings Place,
90 York Way,
London
N1 9AG

Telephone 020 3356 9595
Fax 020 7557 9000

Website www.networkrail.co.uk

You can take a standard sized reference* wheelchair on our trains. This is a requirement of the Disability Discrimination Act (1995) 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.

Please call 0800 3161323 to request a disabled booking or assistance up to 22:00 the day before you travel. 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, weighing no more than 300kg.

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.

Can I use the WiFi?

Our free WiFi allows you to connect to the internet for your whole journey, by turning the train into a 4G-enabled ‘hotspot’, meaning you can get online when on board.

What happens if I lose connection?

You can resume your session by going back to the entry portal and logging in with your email and password.

What do I do if the landing page doesn’t appear when I open my web browser?

If the landing page does not appear automatically, then you should enter http://hulltrains.on.icomera.com directly to your web browser. I can’t get my computer settings to configure to the Hull Trains WiFi service. Why? It is likely that your WiFi/Internet settings are or have been locked, especially if you have a company device. Please contact your company IT department for assistance and then try again. For any help and assistance with your Wi-Fi connection, please call 0845 193 6783.

Yes we do have a social media policy which states our approach to social media and how we use it to ensure you are kept informed and your needs are met. Our Social Media policy can be viewed by clicking the link.

When we cancel a service, we do our best to arrange alternative travel for our passengers on other operators’ trains, but authorisation to do this very much depends on how busy other trains already are. Other rail companies need to have an accurate picture of passenger loadings on their services before they can let us know which ones they can accommodate our customers on, so they have to wait for their own reservations systems to close which is usually at the end of the day prior to travel. This means that confirmation can often only be provided to us at fairly short notice. We completely understand that this can be frustrating.

In principle, we prefer not to speculate on which services we might not be able to run when a situation is still unfolding and the duration of the disruption is not yet known, as this can cause confusion when things change. There are always unknown factors; for example, if disruption occurs because a train is undergoing unscheduled repairs, it is hard to guarantee in advance when repairs will be completed, for various reasons. As such, it is sometimes very difficult to predict which services will operate beyond the following day or two.

Yes, subject to First Class accommodation being available on the specified alternative train, and space being available in First Class for you. If First Class accommodation is full, speak to the staff on board the train, ask them to endorse your ticket, then submit it to us for a partial refund.

Unfortunately not. If you require a seat reservation on another operator’s service once we have confirmed which service can be used, please get in touch with us and we will do our best to make a reservation for you, but at short notice this may not always be possible. At some stations the information displays on the platform show which carriages have seating capacity in them, so please check these when arriving at a station and then use the platform marker boards to stand in the right place on the platform.

You can use any other Hull Trains service the same day if you have a ticket for a cancelled Hull Trains service, and in certain circumstances, on other days as specified by us on our website. Where other operators allow us to use their services, they specify which trains are available to Hull Trains customers in order to manage loadings and prevent overcrowding wherever possible. However, if your ticket is flexible, e.g. Anytime, Off-Peak or Super Off-Peak and the route printed on the ticket does not restrict you to travelling with Hull Trains, then other services can be used within any time restrictions which may apply to your ticket. If in doubt, please contact us.

We publish alternative travel arrangements on our website as soon as we can on our Journey Check page and on our Twitter page @hull_trains. Otherwise, please contact our customer services team (details below); we will advise you on the latest situation and give you the options available to complete your journey.

You can reach us by phone on 0345 071 0222, email us at: customerservices.hull@hulltrains.co.uk, through the Hull Trains website or on X/Twitter @hull_trains.

You can reach us by:

• Phone on 0345 071 0222
• Email us at customerservices.hull@hulltrains.co.uk
• Through the Hull Trains website
• Our X/Twitter @hull_trains

If you decide not to travel, please return your ticket to the point of purchase for a full refund without penalty within 28 days. If you purchased your ticket on an app or website, please refer to the information provided on that app or website.

If you do travel but reach your destination later than the time stated on your ticket or reservation coupon, you may be entitled to compensation. Full details can be found on our compensation page.