TEMPORARY SUSPENSION OF SERVICES
Read on for important FAQs.
Where can I find the latest information about Coronavirus?• For the latest Government advice: UK Government website
• For the latest health advice: NHS website
• For the latest advice across the rail industry: National Rail Enquiries
Why have you taken the decision to temporarily suspend your services?
As a result of the unprecedented circumstances surrounding the coronavirus pandemic, passenger numbers across the industry have dropped significantly since national guidance was issued for people to stay at home and stop all non-essential travel.
Hull Trains is an open access operator and does not have a contract with the government, as a result we have not been offered additional financial support which franchised rail operators have in the form of an Emergency Measures Agreement.
After exploring all possible avenues to keep services running, it is not currently financially viable to run our services.
If I still want to travel can I use my ticket on other operators?If you are a key worker and your travel is essential Hull Trains tickets WILL be accepted across all other train operating companies. The latest timetables for trains operating are available on the National Rail Enquiries website.
How do I claim a refund if I already have a ticket for travel?Anytime and Off-Peak tickets
If you have already collected tickets:
Customers with Off-Peak and Anytime tickets can obtain a refund from your original place of purchase. Hull Trains have waived the refund/admin fee so no fee will apply to your refund request. If you purchased your ticket from Hull Trains, you can claim a refund here. For "Reason for refund claim", select Service Cancelled / Disrupted.
Please follow the advice on the refund form - If you have your paper tickets you must also print the refund form and send it along with your tickets to us at FREEPOST HULL TRAINS when you are able to do so.
If you have not collected tickets:
If you have not collected your tickets or have eTickets or Mobile Tickets please submit the refund form, you do not need to send us the form or tickets.
Customers can also rebook with an alternative train operator if your ticket is flexible (Anytime or Off-Peak) and if your ticket is dated for that day of travel.
Advance tickets are usually non-refundable but can be changed for a fee. To make things easier for our customers, we have amended our policy and removed our fees due to the current COVID-19 situation.
From Friday 20th March, there will be no refund or change fee applied to Advance tickets on Hull trains services dated from Friday 20th March onwards. This applies whether your train is cancelled or you no longer wish to travel. If you purchased your ticket from Hull Trains, you can claim a refund here. For "Reason for refund claim", select Service Cancelled / Disrupted.
Please follow the advice on the refund form - If you have your paper tickets you must also print the refund form and send it along with your tickets to us at FREEPOST HULL TRAINS when you are able to do so. If you have not collected your tickets or have eTickets or Mobile Tickets please submit the refund form, you do not need to send us the form or tickets.
Customers who purchased their tickets through third party retailers, eg. Trainline, or through other operators would need to contact them directly.
How do I amend my ticket online?Customers still wishing to amend their journeys to travel on another service, may still do so with no charge, and the value of their original ticket credited towards a new ticket.
To change your Advance ticket booking online, log in to your Hull Trains account and select the journey under the 'My Bookings' section. At the bottom of the screen you will then have the option as a drop down menu after the words 'I would like to' to amend your tickets. You will then need to confirm the reason for the change and then select the new tickets you wish to purchase. Any ticket price changes will then be applied and you will need to pay these. You must retain your original tickets (if these are print at home, make sure you have printed them out too). Alternatively you can go to any station and they will make these changes for you.
We have had to close part of our call centre meaning our Telesales and Web Support teams are currently unavailable by phone. All but emergency contact should be by email to our Customer Services team at firstname.lastname@example.org. For very urgent issues only, visit our Support and Contact page for contact details.
Q) What if my Advance ticket was dated prior to 20th March?
A) You must have changed the date on these prior to the time and date of travel. If you have done so and your new travel date is between 20th March and 30th April on a Hull Trains service you can claim a full refund.
Q) What if I can’t get to the post box to post my tickets off?
A) Complete the refund form as normal at https://firstgroup-refunds.fastrailticketing.com/?s=Hull+Trains & note the Refund Claim number. Then take a photo of your ticket(s). They must be photographed on a clear background with the ticket cut diagonally in two pieces with both pieces of the ticket clearly apart. The ticket must also be clearly readable in the image. Failure to provide a clear image will result in the refund being rejected. Finally please email through a copy of the ticket to: HULL email@example.com and if possible attach a pdf of your original form, or state the refund claim number you are e-mailed after submitting the form online.