Coronavirus and Travelling with Confidence

TRAVEL SAFELY WITH HULL TRAINS

The government's guidance on social distancing and face masks has changed as of Monday 19th July, as a result during busy times you may be seated next to another passenger. At other times you may wish to choose to sit apart from people you do not usually live with. We recommend face coverings are worn whilst travelling on board our trains as a courtesy to other passengers.

This is what to expect on a Hull Trains service from 19th July so you can travel with confidence. Our absolute priority is keeping you and our crew safe.

• Face masks are not mandatory but are recommended whilst travelling on our trains & in enclosed areas
• Seat reservations have been reintroduced on all Hull Trains services from 6th September
• We will continue to have cleaners on board every Hull Trains journey, particularly focusing on areas that customers and staff are more likely to touch, such as handrails, door buttons, tables, arm rests and toilets
• We will continue to use a powerful "virucidal" sanitiser to assist in the fight against COVID-19
• E-tickets are encouraged over paper tickets

Last updated: 8 September

First class seating headrest on board Hull Trains

Seat Reservations

Seat reservations are back on board all Hull Trains services from 6th September. You will be allocated a seat reservation (carriage and seat number). Please sit in the seat specified on your ticket.

For customers who have already booked tickets for services on or after 6th September 2021 and have booked via the Hull Trains website, app or Telesales, request a seat reservation by emailing customer.services@hulltrains.co.uk, tweeting @Hull_Trains or by calling our Customer Services team on 01482 215746 (open Mon- Fri, 0900 to 1700). If you’ve booked via a third-party retailer, please contact us to request a seat reservation.

Hull Trains on board team member wearing a mask

Face Coverings From 19th July

From Monday 19th July, government guidelines around face coverings have changed. It is no longer a legal requirement to wear a face covering, however we do recommend face coverings are worn whilst travelling on our trains and in enclosed areas as a courtesy to other passengers and staff. We ask for your continued support for those who choose to keep wearing face masks.

Hull Trains Paragon standard class seating

Social Distancing From 19th July

From Monday 19th July, previous social distancing guidelines have been removed. Customers should choose when and how to limit the amount of close contact they have with people they don’t live with.

To help you make an informed choice before travelling with us, find real time updates on our Hull Trains app showing how busy each carriage is. Seat availability guides will be published for weekends and busier services. On busy services you may find yourself seated next to another passenger.

Book Online

To help keep you and our staff safe we recommend you book in advance, contact-free, on our website or app. E-tickets are recommended rather than paper tickets to help reduce touching surfaces such as ticket machines.

We've made it easier to change your booking if you need to. Now make fee free changes up to 18:00 the day before you travel and book with confidence, learn more here.

Download the App

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.

Fresh Air Onboard

Air handling systems on trains keep air onboard clean and fresh, with a full carriage’s worth of air from outside drawn in every 6-9 minutes.

Simultaneously, the system extracts air from within the carriage to allow the flow of fresh air to be replenished and move throughout the train and carriages.

Covid-19 Refunds

If you’ve booked a ticket with us, for travel on a Hull Trains service, and you’ve been affected by the national restrictions you may be entitled to claim a refund or you can amend your booking.

Find Out More

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.

Covid-19 Refunds

If you’ve booked a ticket with us, for travel on a Hull Trains service, and you’ve been affected by the national restrictions you may be entitled to claim a refund or you can amend your booking.

Find Out More

We're Good To Go!

Resuming Services FAQs

Where can I find the latest information about Coronavirus?

• For the latest Government advice: UK Government website
• 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

Do I need to wear a face covering on the train?

As of Monday 19th July, it is no longer a legal requirement to wear a face covering. However to keep everyone safe we recommend face coverings are worn whilst travelling on board our trains and in enclosed areas as a courtesy to other passengers and staff.

Are seat reservations mandatory on Hull Trains services?

From 6th September, seat reservations have been reintroduced to all Hull Trains services. Please sit in the seat specified on your ticket. When making an Advance ticket booking, you will be given a seat reservation along with your Advance ticket.

If you've made a booking to travel from 6th September and do not have a seat reservation, please get in touch with us by emailing customer.services@hulltrains.co.uk, tweeting us at @Hull_Trains or by calling our Customer Services team on 01482 215746 (open Mon-Fri, 0900 to 1700) to request a seat reservation.

What if I have a National Rail Voucher that has expired or is due to expire?

National Rail Vouchers will be redeemable for an additional 6 months beyond the original date of expiry noted on the voucher. This is for the benefit of those with National Rail Vouchers who have been unable to make use of them due to the government's 'stay at home' advice.

Are you accepting cash on board your services currently?

Whilst contactless payment is preferable, we are still accepting cash on board. We do encourage our customers to book online in advance, prior to boarding.

Are Hull Trains providing hand sanitisers?

We are asking all staff and customers to keep on top of good hand hygiene and request people to follow advice to avoid unnecessary contact and regularly wash hands for 20 seconds – especially before and after travelling. Although we don’t have hand sanitiser available for customers on board, there are handwashing facilities on our trains. You can find where our toilet facilities are located on board here. To minimise contact, and where possible, we’d suggest you bring hand sanitiser along with you. Both Hull Paragon Station and London King’s Cross have introduced hand sanitising points.

I need assistance when travelling, will that still be available?

Yes, our team are committed to providing help for those that need it when travelling. Please use our online form to contact our Passenger Assist team directly. Staff on board and at stations will do their best to accommodate any assistance requests, but we do recommend booking your assistance request in advance so any necessary measures can be put in place for you.

Will there be any catering on your services?

In First Class we have reintroduced a selection of freshly made sandwiches, served at your seat with tea or coffee and light refreshments, subject to availability. Our offering has been designed to reduce handling, keeping you and our staff safe on board our services.

If you are travelling in Standard Class, we encourage you to bring your own food and drink on board for your journey as there is no catering available in Standard Class.

Where can I find station information?

You can find detailed information for stations along the Hull Trains route as well as any UK National Rail station on our Station Information page. See useful details on things like ticket offices, accessibility and car parks.

Will ticket acceptance on other train operators continue?

Any previously stated additional COVID-related cross ticket acceptance arrangements with other train operators will no longer apply from 7 September 2020.