FAQs

Tickets

Where can I buy a rail card?

You can buy a variety of different railcards to suit you and save 1/3 on your rail travel.

16-25 Railcard . Buy Now

Family & Friends Railcard Buy Now

Senior Railcard Buy Now

Two Together  Buy Now

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.

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 In respect of Pioneer Advance Purchase tickets, or any out of date ticket the full fare for the journey being made will be payable as though no ticket were held.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.

When and where can I use advance tickets?

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 Carriage – www.nationalrail.co.uk/tickets

There are no refunds on Advance tickets, but you can change your journey prior to travel (up to departure) for a £10 fee plus any difference in 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.

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 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.

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.

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 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. 

Seat reservations

Seat Reservations and Busy Services

I am unable to sit in my seat, what do I do?

We aim to have all services open for reservations twelve weeks before the date of travel, subject to the sufficient advance information about timetable changes by Network Rail. Most Hull Trains tickets are eligible for a complimentary seat reservation. If your seat reservation is not honoured, and the Train Manager is unable to find alternative seating elsewhere on the service, you may be entitled to some compensation.

In some cases you may board Hull Train services without a reservation, though at busy periods, reservations are strongly recommended. If you do not have a seat reservation, we may not always be able to provide you with a seat. At exceptionally busy periods you may not able to travel on the service of your choice if you do not have a reservation.

On occasion, our trains can be very busy so we always recommend that you reserve a seat. We do however provide coach E that is fully unreserved and can be occupied on a first come first served basis. 

If you purchase a flexible ticket (e.g. Open, Off peak or Super off peak) without a reservation, we are unable to guarantee that there will be a seat available for your journey or that during exceptionally busy periods, you will be able to travel on the train of your choice. Please note that flexible tickets purchased on-line, without seat reservations may have a nominal departure time assigned to them. This does not in any way imply that seats will be available or that you will be able to travel on the train if it is already full.

We regret that we are unable to provide any compensation if you have to stand or are unable to join the train in these circumstances.

Bicycles

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

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.

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

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

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 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. 

I have been charged twice for my ticket, what do I do?

Double Charges

I have been charged twice for rail tickets, what do I do?

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 0371 244 1638 who will be glad to assist.

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 fifteen are entitled to a discount of at least 50% on most tickets.

Can my child travel unaccompanied on trains?

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. 

Travel Information

Seat reservations

We aim to provide a 12-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.

Bicycles

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

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 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 ODR Platform: http://ec.europa.eu/odr

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.

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.

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 03450 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

Lost Property

Lost property

I have lost an item, who do I contact?

If you have travelled on a Hull Trains service and you may have lost your item on one of our services please call our team on: 01482 488909 and they will be delighted to direct you.

I have lost an item in Hull Paragon Train Station, who do I contact?

Please contact the following numbers:  0845 600 1672 or 07885971911

Compensation

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. 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.

My train was delayed, how can I claim compensation?

 By Email:
customer.services@hulltrains.co.uk

Please provide a copy of the original rail tickets, your name and your home address to help process applications.

By post:
First Hull Trains, 4th Floor, Europa House, 184 Ferensway, Hull, HU1 3UT

Download the compensation form HERE

What is the level of compensation I will receive?

  • a)      30-59 minutes – compensation of 50% of the relevant effected journey portion
  • b)      60-119 minutes – compensation of 100% of the relevant effected journey portion
  • c)       120 minutes delay or longer – compensation of at least 100% of the cost of the single ticket or at least 100% of the full return ticket
  • d)      Abandoned journey due to disruption –a refund will be offered from the original place of purchase on completely unused tickets and you will not be charged an administration fee

Forms of Payment:

a)      Cheque

b)      National Rail travel vouchers. These can be exchanged for rail tickets at most staffed station offices

c)       BACS payment

What we will do to make it up to you

Refunds

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 £10 per ticket 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 by telephone please post your ticket along with a covering letter providing your name and address to:

First Hull Trains Aftersales

P.O.BOX 131, Plymouth

DEVON PL4 6XT

If you bought your ticket through the Hull Trains website, online refund applications can be made by requesting an online refund form. The unused tickets will need to be returned to:

First Hull Trains Web Aftersales

P.O.BOX 131, Plymouth

DEVON PL4 6XT

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 Carriage, which set out your legal rights, and which apply to all Train Operating Companies, First Hull Trains is not liable for any loss (including consequential loss) or extra expenses incurred as a result of a train delay or cancellation. This includes missed flights, events or functions. Claims for such occurrences must be made through your own personal travel insurance.

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?

We aim to provide a resolution that is fair, and addresses your comment or complaint. If you are unhappy with our response, please let us know and we will review your case again. If we are unable to provide a resolution that meets with your expectations, we recommend contacting Transport Focus or London Travel Watch. These bodies are independent consumer watchdogs established by Parliament to protect and champion passengers’ interests. They can be contacted at the following:

Transport Focus

Website: www.transportfocus.org.uk

Telephone: 0300 123 2350

Email: advice@transportfocus.org.uk

Post: RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend On Sea, SS1 9PZ

London Travel Watch

Post: London Travel Watch, 169 Union Street, London, SE1 0LL

Telephone: 020 3176 2999

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. 

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.

Season ticket compensation

I have a Season Ticket, how do I claim compensation?

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 compensation in respect to each individual journey on which they are delayed and include details of the specific train on which you were travelling. 

Your Journey

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

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

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

Telephone for Customer Services: 03450 710 222 (Lo-call) Lines are open from 07:00 to 22:00 on weekdays and from 08:00 to 19:00 on weekends.

My journey time was extended, can I claim compensation?

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 click the following link for Live Travel Updates;  /travel-information/live-departures-arrivals/

Am I allowed to smoke on the train and at the station?

You are not permitted to smoke cigarettes or E-Cigarettes on any platforms or stations throughout the UK or on any train services. 

Luggage

How much luggage can I take on board?

Customers may take up to three items of personal luggage free of charge, this includes two large items (such as suitcases or rucksacks) and one item of smaller hand luggage (such as a briefcase). Full details of the free allowances are available at stations.

Excess luggage and certain more bulky items (such as skis) may be carried, subject to available space, at an extra charge.

Can I take my pet on the train?

Passengers may take with them, free of charge and subject to conditions below, 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, otherwise a charge will be made.

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.

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.

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. When in any vehicle marked "Quiet Coach" or "Quiet Area" please refrain from holding mobile phone conversations and keep all electrcial equiptment on "silent mode".

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 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.

Train performance standards

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

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).

* 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.

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.

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.  The national research is available here

Will First 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.

Bicycle Reservations

I wish to make a bicycle reservation, how do I do this?

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

b)      If you are purchasing tickets through the telephone a request can be made to our Telesales team.

c)       Any staffed station ticket office can provide bicycle reservations

Useful Information

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.

Assisted travel

How do I book assisted travel?

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.

We recommend that you book help 24 hours before you travel. This enables us to: give you as much information as possible before your travel; make alternative arrangements for you if the station is not step free or not staffed at the time you wish to travel; and ensure that there are enough staff for all the assistance requests at a station. Overall, this allows us to provide you with the best possible assistance on the day.

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.

What is Blue Assist?

Blue Assist is UK registered charity, whose aim is to help people with a disability engage with the wider community. You can use the card on the train or in the station. You can also use it on other settings such as food outlets and shops. More free cards and mobile phone app can be obtained from Blue Assist UK Ltd.

Visit the website to find out more. www.blueassistuk.org.uk

How does it work?

Before going out, you can write out a Blue Assist card with your question on request. You can carry blank cards with you to write at any time.

If you find writing difficult, someone can do it for you and can also draw a picture to help you remember what the card is for.  Alternatively, if you are happy talking to a staff member but may not be easily recognised as needing assistance, the message ‘please can you help’ can be used.

Just show the card to a member of staff who will assist you as soon as it is safe to do so. If you need assistance boarding a train, arriving 20 minutes ahead of departure helps us to give you the best possible service.

All our staff will recognise the card and will be happy to help you.

They will:

a)      Ask how they can help

b)      Answer your questions clearly

c)       Use simple language to help you understand

d)      Give you extra time for you to think about their answer

e)      Be ready to give extra help if needed

f)       Know that writing things down may help some people

Useful contacts

Hull Trains Customer Relations

Freepost RLYY-XSTG-YXCK

4th Floor, Europa House,

 184 Ferensway,

Hull

East Riding of Yorkshire

HU1 3UT

Telephone 0345 676 9905

E-mail: customer.services@hulltrains.co.uk

Website: www.hulltrains.co.uk

 

Telesales and 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 : 0371 244 1638

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

Booking Office and General Information: 03450 710 222

Members of our staff are here to help and offer a service from 08:00 until 22:00 seven days a week.

 

Hull Paragon Station Facilities

Hull Paragon Interchange is operated by First 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:

First Transpennine Express

Bridgewater House, 60 Whitworth Street, Manchester, M1 6LT

Telephone: 08700 00 51 51

 Website: www.tpexpress.co.uk

To find out more about the station facilities please follow the below link that leads to National Rail for information: http://www.nationalrail.co.uk/stations/HUL/details.html

Car Parking and Charges

Anlaby Road

Hull

HU1 3UF

Opening hours:

Monday to Sunday: Open all day.

Rail Users

A Rail User rebate (£2.50 daily ticket and £10.00 weekly ticket) can be claimed by presenting a valid rail ticket with the value over £10.00 with the stub portion of the fully paid parking ticket from the parking machine to the Railway Station Ticket Office. The rebate cannot be purchased on the APCOA web site or Pay by Phone. This rebate is not available for rail season ticket holders.

Non-Rail Users

Daily Rate: £7.50

Weekend/Bank Holiday: £7.50

Weekly: £32.00

Season Tickets for Rail Users

Monthly Rate: £190.00

Quarterly Rate: £372.00

Annual Rate: £635.00 

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

Telephone 020 3356 9595 Fax 020 7557 9000 Website www.networkrail.co.uk (link opens in a new browser window)

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 03450 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.

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.

What facilities can I expect on board?

What food and drink is available?

The Retreat Café Bar (located in Coach B) offers a range of hot and cold sandwiches, drinks and treats with a number of meal deal options and daily specials available.

Passengers in our First Class carriage (located in Coach D) can enjoy complimentary food and drinks. For more information regarding the above please visit the ‘On Board’ section on our website following the link www.hulltrains.co.uk/on-board/ 

Free Wi-Fi

Can I use the Wi-Fi?

Wi-Fi is an increasingly popular technology that allows you to connect to the internet in the office and at home by creating a ‘hotspot’. Our system takes this a step further by turning the train into a ‘hotspot’, meaning you can get online when on board.

What speeds will I get?

Your speeds will vary dependant on your location and the number of users on the service at any one time.

What can I download?

For the benefit of everyone, we would encourage you to be considerate when using the on board Wi-Fi. Please only use the Wi-Fi service for general web browsing, emails and connecting to your corporate network. Please do not use media streaming websites, or attempt to send or download large files.

How secure is the network?

We have implemented a number of measures to reduce risk to users. This is an open network, but it should not be possible for people to gain unauthorised access to your computer. We recommend that you ensure you have an up to date firewall and anti-virus software installed.

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 First Hull Trains Wi-Fi service. Why?

It is likely that your Wi-Fi/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 more information on how the service works, please visit www.hulltrains.co.uk/on-board/free-wifi

 

Quiet Coach

If you choose a seat in this coach you are asked to not use your mobile phone, use electrical equipment in silent mode, ensure music cannot be heard by other passengers, and generally to keep noise levels to a minimum. 

The Quiet Coach was too noisy, how do I claim a refund?

Our train crew provide announcements informing passengers of this designation and are available to help in maintaining a pleasant environment; however they are unable to police this throughout the journey without being made aware by passengers. 

Disturbance in the quiet coach is covered by a railway byelaw and this is an offence that can be referred for the assistance of the British Transport Police.  However, this is a method of resolution that First Hull Trains would like to avoid purely by managing the situation proactively at the time of travel and on board the train. To achieve this we would greatly appreciate the assistance of you and fellow passengers by informing the On Board Manager at the time of the situation arising.   

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