HOW WE CAN HELP

If you have a question or just need to speak to us, we are ready and waiting to hear by email, phone or social media. Whether it's a praise or complaint we would love to hear from you.

You can contact our Customer Service team by webform or by phone on 0345 071 0222, option 7, then option 4 (7 days a week 0800 – 2200) except Christmas Day and 26th December.

For Passenger Assist only you can contact us on 0800 316 1323 (24 hours a day, 7 days a week, except Christmas Day).

For Wi-Fi queries, see below or call 0845 193 6783 for help with connectivity on board.

Ways of Getting in Touch

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By Phone

Customer Services can be contacted by phone on 0345 071 0222, option 7, then option 4 (0800 – 2200, 7 days a week except Christmas Day and 26th December).

laptop station

By Web

Get in touch with us by filling in a webform. Let us know your queries, concerns and feedback.

Contact us
Man writing a letter

By Post

Our postal address is FREEPOST HULL TRAINS CUSTOMER SERVICES. This is a Freepost address so you must address the envelope exactly as indicated. No stamp is required.

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Social Media

Find us on Twitter/X and Facebook for travel information and business updates.

Our Social Media Policy
Hull Trains Paragon passengers boarding the train

Claim Delay Repay

If your train was cancelled or you were delayed, you could be entitled to delay compensation. Find our Delay Repay portal linked below.

Delay Repay Portal
Hull Trains Paragon seating in standard class

Claim a Refund

If you have an unused train ticket due to cancellation or delay, you can claim a refund using the link below.

Refunds Portal
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Changing Your Ticket

If your plans change, so can your ticket. Easily change the date or time of your Advance ticket via My Account or on the Hull Trains app.

Changing Your Ticket
Hull Trains Paragon exterior with logo

Make a Complaint

Tell us about your recent experience onboard a Hull Trains service. Let us know how we can improve.

Make a Complaint
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Passenger Assist

Call on 0800 316 1323 or Text Relay on 18001 0800 316 1323. You can also book your Passenger Assistance online.

Book Passenger Assist
Hull Trains Paragon passengers boarding the train

Lost Property

If you have left something on a Hull Trains service, please click below for more information about how to locate your property.

Find Lost Property
Hull Trains Paragon seating in standard class

FAQs

Have a look at our most frequently asked questions to our customer service and social media team.

View Our FAQs
Hull Trains Paragon passenger boarding the train at London Kings Cross

Our Complaints Policy

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

Hull Trains Paragon in Hull station

Rail Ombudsman

We aim to resolve all complaints appropriately however if you are unhappy with our response, you can contact us again about it or appeal to the Rail Ombudsman.

Rail Ombudsman

Wi-Fi Information

Woman using mobile phone

Using our Wi-Fi on board

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

If you lose connection at any point, you can resume your session by going back to the entry portal and logging in with your email and password. If the landing page does not appear automatically, please visit hulltrains.on.icomera.com. If you can’t get your computer settings to configure to the Hull Trains Wi-Fi service, it is likely that your Wi-Fi or 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 on board, please call 0845 193 6783.

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