Socially Distanced Seats
Suspension Of Our Services
Thank you to everyone who has travelled with us since August, please stay safe and we look forward to seeing you on our services again in the future. We plan to return to service as soon as we can.
Last updated: 12 NOVEMBER
Covid-19 Refunds
If you’ve booked any ticket type with us, for travel on a Hull Trains service, and your travel date is between 2nd November – 2nd December, you are entitled to claim a full refund. Alternatively, you can change your ticket to a future date by logging into your Hull Trains account.
Customers who purchased their tickets through third party retailers, eg. Trainline, or through other operators would need to contact them directly. For customers with tickets for travel from 2nd Dec onwards, normal refund rules apply.
Travel With Confidence
We have a specialist cleaner onboard for the whole journey, our cleaning teams focus on those areas that customers and staff are more likely to touch, such as toilets, handrails, door buttons and tables. We have also introduced a powerful "virucidal" sanitiser to assist in the fight against Covid-19. Platform 7 at Paragon Station has a hand sanitiser dispenser installed and we have also ensured each of our trains has soap and running water in our onboard toilets so you can maintain your own hand hygiene.
Wear a Face Covering
Following government guidelines you must wear a face covering on all trains and in stations in England. A face covering is a covering of any type which covers your nose and mouth. Children under 11 are not required to wear a face covering. For more information, please see the current government guidance on face coverings. To make your journey safer, British Transport Police are issuing £200 fines for people who do not wear a face covering and are not exempt. More details on exemptions can be found here.
Find Out More
Social Distancing
Please arrive early and follow social distancing guidance at stations and platforms where queueing and one-way systems may be in operation. To help manage social distancing on board, we’ve reduced the seating capacity on our trains. We have clearly marked out which seats you can sit in that are socially distanced. Click here to view our updated seating plan. Please follow these guidelines:
• Sit at a window seat only, one person per row indicated by green tickets
• Household groups of 2-4 can sit in the seats with yellow tickets
• Seats with red tickets should not be sat in to maintain social distancing
• Please respect social distancing to help your fellow passengers and our staff
Book Online
Please remember to book online in advance via our website or app. We also recommend using E-tickets where possible so you can travel contact-free and paperless.
Download the App
We're Good To Go!
We are certified “Good To Go” by Visit England, the official UK mark for following Government and industry COVID-19 guidelines. This means we have implemented the necessary safety measures on board our trains.
Book Online
Please remember to book online in advance via our website or app. We also recommend using E-tickets where possible so you can travel contact-free and paperless.
Download the App
We're Good To Go!
We are certified “Good To Go” by Visit England, the official UK mark for following Government and industry COVID-19 guidelines. This means we have implemented the necessary safety measures on board our trains.
Suspension of Services FAQs
Significant factors in this decision include the national guidance to stay at home and stop all non-essential travel along with the lack of financial support for open access operators, which franchised rail operators have been granted.
Hull Trains are totally reliant on ticket sales so suspending our services is vital to safeguard our longer term future. We will resume services as soon as we can.
• For the latest Government safer travel guidance for passengers: UK Government website
• For the latest health advice: NHS website
• For the latest advice across the rail industry: National Rail Enquiries
To make your journey safer, British Transport Police are issuing £200 fines for people who do not wear a face covering and are not exempt. For current government guidance on face coverings click here.
Covid-19 Refunds FAQs
We have removed the £10 administration fee and are offering full refunds if you bought any ticket from us for travel on a Hull Trains service. The ticket purchase date must not be before 1st January 2020.
For customers who have booked tickets from December 2nd onwards normal refund rules apply. We will review our refund rules when the lockdown is reviewed by the UK government.
Please follow the advice on the refund form.
• On the refund form, for "Reason for refund claim", select Service Cancelled / Disrupted.
• 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 REFUNDS 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.
• Log in to your Hull Trains account and select the journey under the 'My Bookings' section.
• At the bottom of the screen you will have the option as a dropdown menu after the words 'I would like to' to amend your tickets.
• Confirm the reason for the change (Change of Journey – new journey booked) and 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, go to any manned ticket office at a station and they will make these changes for you.
