If you are denied boarding on the train by a member of staff at the station, please contact us as soon as possible. Please provide as much information as possible about the situation, so that we can help you out.
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COVID-19 travel advice
You could potentially be refused travel if you don’t have a good reason for taking the train.
Current government advice states that you should only travel if you are making an essential journey. For example, travelling to work or to a wedding or funeral count as essential travel.
However, it is very unlikely that a member of station or train staff will question you on your reason for travelling by train.
You can have a look here for some other COVID-19 travel advice.
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Whether or not you will be refused travel, if you don’t have a seat reservation, depends on the train operating company (TOC) you are travelling with.
At the moment, all TOCs, apart from LNER (London North Eastern Railway), will allow you to travel without a seat reservation.
If you are due to travel with LNER and you haven’t made a seat reservation, you can do so by going to their website.
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Most services are now running at a reduced capacity, and with more trains and extra carriages to help manage social distancing on board. You can also travel at less busy times. The busiest times are currently between 9.30am and 1pm, and between 4pm and 6pm.
Some train operating companies are also using seat reservations to ‘count’ the number of passengers that will be on board at any given time. This helps to control overcrowding.
On some trains, there will also be a system in place that restricts passengers from sitting in particular seats. These seats will be marked as either green, amber or red. Green are the seats where you can safely sit in.
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The government, in association with train operating companies, ourselves and other key members of the rail industry has come up with various ways to ensure that levels of hygiene are consistently high, and transmission of the virus is kept down, both on the train and in stations. However, it is ultimately your choice whether or not to travel by train.
If you do choose to travel by train, please remember to stay alert. Also, please wash your hands before and after your journey. There are now hand sanitiser points in over 300 stations. Hand soap is being restocked more frequently in stations and on trains. You can have a look here for some other COVID-19 travel advice.
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