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Customer Services

Send us your comments, praise and complaints

Please use this form to leave us your comments. Your feedback is extremely important to us, so whether you thought your journey with Hull Trains was brilliant, or whether you feel there are areas which could be improved, we want to hear from you!






Please visit our FAQ section – you may find the answer to your question in there.  We have tried to cover the most commonly asked questions to help you find the answer quickly.

If you can’t find what you need you can choose from the following areas:

Our Contact Numbers

  • Web Ticket Sales Support : 0345 071 0222 (option 2)
  • Telephone Sales: 0345 071 0222 (option 3)
  • Customer Services: 0345 071 0222 (option 4)
  • National Rail Enquiries: 03457 48 49 50

Contact Information

Write to us:
Hull Trains
FREEPOST RLYY-XSTG-YXCK
4th Floor
Europa House
184 Ferensway
Hull
HU1 3UT

Customer information:

Our opening hours for Telesales and Web Support Bookings are 0600 to 2300 seven days a week except Christmas Day. Our customer services team is available from 0900 to 1700 Monday to Friday on 0345 071 0222 or email:
customer.services@hulltrains.co.uk

For media enquiries and press releases:

Media Enquiries

Passengers' Charter:

View here

Assisted Travel:

Please call to book assistance 0800 316 1323 - or textphone 08456 786967.
Book your assisted travel here

Complaints Handling Procedure:

Occasionally things do go wrong, and we do our best to resolve any issues as quickly as we can. This procedure outlines the standard of service that you can expect from us.
Complaints Handling Procedure

Passenger Information During Disruption (PIDD), our Local Plan:

What to expect from us during disruption.
PIDD Local Plan

PIDD Action Plan and Annual Report:

PIDD Industry Action and Annual Progress Report Download report
PIDD Action Plan and Annual Report

For lost property enquiries: 01482 488909:

If you have left something on a Hull Trains service, please get in touch - we keep everything that is handed in to the On Board Managers.
Lost Property

ATOC Approved Code of Practice:

ATOC Approved Code of Practice

Group Bookings:

We are happy to help with group enquiries and by completing the group enquiry form below a member of the group travel team will respond directly.
Make a group booking

Social Media Policy:

This policy states our approach towards social media and how we use it to ensure you are kept informed and your needs are met.
View here

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