FAQs

Click a section or question below to jump to the answer.

1. Tickets and timetables

  1. Where can I get fare and timetable information?
  2. Where can I get season ticket prices?
  3. Where can I buy a season ticket?
  4. Where can I buy a railcard?
  5. What child fares are available?
  6. Why are there no tickets available?
  7. How can I get the cheaper tickets?
  8. What ticket delivery options are available?
  9. Can I make a group booking?
  10. How can I book a seat reservation?
  11. Can I book a ticket for someone else to collect at the station?
  12. Can I book tickets/register from outside the UK?
  13. How can I change my ticket?
  14. How secure are my payment card details on your ticket booking site?
  15. Where can I find my booking reference number?
  16. What should I do if I have not received my tickets?
  17. What should I do if I have not received my booking confirmation?
  18. How do I apply for a Mums-to-be First Class Upgrade on a Standard Class Season Ticket?

2. Terms and conditions

  1. What are the conditions of my ticket?
  2. When is peak time?
  3. Is First Class available at weekends?
  4. Can I make a reservation for my bike?

3. Delay Repay

  1. What is Delay Repay?
  2. How do East Midlands Trains let customers know if they can claim?
  3. What might I get if I am delayed?
  4. How do you pay compensation?
  5. When can I claim?
  6. What proof do I need to send to you?
  7. Can I claim for more than one journey at the same time?
  8. How do you process my claim?
  9. What do I do if I’ve had other problems when travelling?
  10. How can I upload my ticket, as it's not being accepted?
  11. How can I change the size of a photo or scan, so it's accepted?
  12. Why is my booking reference not being accepted?
  13. Other information

4. Complaints

  1. How can I complain about the service I've received?

5. Journey information

  1. Where can I find maps showing the UK rail network?
  2. How can I find out if my train is running on time?
  3. How can I find out if there are any engineering works affecting my journey?

6. Lost property

  1. What happens if I lose my property on one of your trains/at one of your stations?

7. Station information

  1. Can I get assistance at the station?
  2. Can I park at the station and how much does it cost?
  3. Can I reserve a disabled parking space at the station?
  4. Is smoking permitted at stations?

8. Eurostar

  1. What is a through fare?
  2. Where can I travel from?
  3. Where can I travel to?
  4. How can I book?
  5. When can I travel?
  6. How many tickets will I receive?
  7. How do I receive my tickets?
  8. Who do I contact if I need to change my ticket before travel?
  9. How do I change at St Pancras International?
  10. What if I miss my train as a result of delay?

9. Customer Service Centre - contact

  1. How do I contact Customer Service Centre?

10. Voucher/promotion codes

  1. What are the reasons my PIN is not working?
  2. When do I need to travel by when using an offer?
  3. Can I book more than one journey using the promotional code?
  4. Is the PIN case sensitive when entered during the booking process?
  5. I received an error message at the point of entering the PIN – what does this mean?
  6. I received an error message after entering the PIN when I got to the payment stage — what does this mean?
  7. Are all voucher promotions the same?
  8. If I decide to remove items from my shopping basket, can my PIN still be used for the next booking?
  9. If my card payment fails, can I re-use my PIN number?
  10. How many bookings can I add to my shopping basket?
  11. Will my discount be taken off all items in my shopping basket?

11. Smartcard

  1. What happens if I leave my Smartcard at home?
  2. Can someone else use my Smartcard?
  3. Can I use my Smartcard on London underground?
  4. Can I transfer my current season ticket to a Smartcard?
  5. What tickets can be loaded onto my Smartcard
  6. Who do I contact if I need information regarding the delivery or collection of my season ticket?
  7. Who do I contact if I have a query about a Smartcard delivery (pr of a smartcard has not been delivered when expected)?
  8. Why is Smartcard not offered as a valid fulfilment method on my route?
  9. How do I load my ticket on my Smartcard?
  10. What do I do if I lose my Smartcard or it is stolen?
  11. Can I collect my ticket from any station?
  12. When I try to book a child ticket I do not get offered any options?
  13. Why am I only offered Smartcard as a delivery option?
  14. I have reached the delivery options page, been offered Smartcard as a delivery option but I have no card to register - how do I get a ticket?
  15. I have a Smartcard but it does not appear on the delivery options page.
  16. When I try to register my card I get an error.

 12. Unpaid fares and penalty fares

  1. What do I do if i'm issued with an unpaid fares notice? 
  2. What do I do if i'm issued with a penalty fares notice?

  13. Refunds

  1. How do I get a refund?

  14. Wi-Fi

  1. How does the WiFi technology work?
  2. Where is the service available?
  3. How much does the service cost?
  4. Will I get a receipt when I pay?
  5. I have an account with a WiFi operator - can I use this?
  6. How do I get connected?
  7. What happens if I lose my connection?
  8. How do I use WiFi on an iPhone, iPad or iPod touch?
  9. Is it normal for the service speed to fluctuate?
  10. What can I access?
  11. Are Virtual Private Networks (VPNs) supported?
  12. Does the service time-out automatically?
  13. Who can I contact if I have problems?
  14. How do I give you feedback?

1. Tickets and timetables


1. Where can I get fare and timetable information?

You can find fare information by using the booking tool on the website.

For the most popular routes, see our PDF timetables or make a personalised version of our timetable by using the Create your timetable feature of this site.

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2. Where can I get season ticket prices?

There is a "season ticket calculator" available on the East Midlands Trains website. This will calculate the cost of any period of season ticket for any rail journey.

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3. Where can I buy a season ticket?

You can buy a season ticket at the station, online or by phoning, 03457 125 678.

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4. Where can I buy a railcard?

At any station ticket office or online at railcard.co.uk. You will need to bring the relevant form and documents. Further details are available online on the railcard section of our website or at www.railcard.co.uk.

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5. What child fares are available?

There are a number of discounted child fares available for children aged between five and 15. These tickets will automatically be shown during the booking process. The total fare quoted on the ticket availability page is with discounts already included (where applicable). Click on the ticket name on the left-hand side of the page to see if it is a discounted ticket.

Children under five travel free of charge so you will not have to book a ticket; however you will not be able to make a reservation and therefore a seat cannot be guaranteed. 

 

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6. Why are there no tickets available?

The tickets may have sold out or not yet be available. This includes the cheaper advance purchase tickets that are released by the Train Operator once engineering works have been confirmed, usually six to eight weeks prior to the journey. If you are flexible with your travel, you could search for ticket availability on earlier/later trains.

The ticket may not be available on the service because some tickets are restricted to certain services. For Terms and Conditions of the ticket, including when you can use it, click on the ticket name on the left-hand side of the ticket availability page.

It may be too late for us to get tickets to you. If a FastTicket machine isn't available at your departing station and there isn't enough time to post tickets to you, then we are unable to sell you a ticket.

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7. How can I get the cheaper tickets?

The following information may be useful to obtain the best deals online - the further ahead you book, the more likely you are to get the best value deal.

Travel mid-week, on a midday service or on the very early or late services - that way you’ll have an even greater chance of getting tickets at the lowest prices.

If you see a fare that you want, book it there and then, as it may not be available next time you look. Mix and match your tickets by selecting single fares for each leg of your journey.

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8. What ticket delivery options are available?

You can choose from a variety of delivery options to suit your needs:

FastTicket machine (no fee): will be ready for collection from the station two hours after ordering. Please remember to take with you the credit/debit card used to make the booking and a note of the FastTicket reference number.

1st Class post (no fee where there is no self service ticket machine at your departure station. £1 charge for delivery if there is a ticket machine available ): tickets ordered before 15:00 will be dispatched the same day. To allow for Royal Mail delivery, tickets must be booked at least seven working days prior to travel.

Next Day Delivery (£6): Tickets ordered before 15:00 will be delivered by 13:00 the next working day (Monday to Friday, excluding bank holidays). Orders placed on Saturday or Sunday are fulfilled on Monday and delivered on Tuesday.

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9. Can I make a group booking?

You can make a group booking for 10 or more people travelling together by calling our Group Travel team on 03457 125 678 - select option 2 followed by option 2.  For more information please see our Group Train Tickets page. 


10. How can I book a seat reservation?

Reservations can be made on all tickets (except season tickets) for London services and the Liverpool-Norwich Local service. Reservations are compulsory with some tickets and must be made at the time the ticket is bought. Reservations can be made up unitl 2359 the day prior to departure.

Please ensure that you carry your ticket and reservation card when travelling because, as with many tickets, they become invalid if both tickets are not shown.

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11. Can I book a ticket for someone else to collect at the station?

You can only collect a rail ticket from the Fast Ticket machines at the station if the credit card used to make the booking, along with the collection reference numbers, are provided.

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12. Can I book tickets/register from outside the UK?

Our address search only recognises UK postcodes so we are not able to register customers from outside the UK.

For those customers who are already registered with us from outside the UK, please note that we can only deliver to UK addresses.

You may be able to collect your tickets from the station using the FastTicket machines but you must take with you the credit card used to make the booking and the collection reference number.

If you encounter difficulties, then please email the details to our Web Support team who will be happy to set up the account for you. They can be contacted at salessupport@eastmidlandstrains.trainsfares.co.uk.

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13. How can I change my ticket?

There are different conditions regarding changes to tickets and these depend on the ticket you have purchased. Full details of ticket conditions are available at www.nationalrail.co.uk or from your local station. You can change your ticket, subject to the ticket conditions by calling 0370 333 4875 if purchased on our website, or 03457 125 678 for bookings made over the phone, or at your local station.

We do not offer changes to Print at Home tickets.

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14. How secure are my payment card details on your ticket booking site?

When paying by credit/debit card on our website you can be sure that any information you send us remains secure and protected.

We use Secure Sockets Layer (SSL) technology. This encrypts your card details as they travel through the internet and stops anyone else accessing them. SSL is recognised as a secure method of online payment.

On certain areas of the site, such as when searching for a journey, your internet browser may provide you with a warning that the page is not secure. However, pages where you have access to your account details or payment pages are secure and this is typically shown with a padlock icon in the bottom right hand corner of your browser window.

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15. Where can I find my booking reference number?

Booking reference numbers are sent out in the confirmation email of your booking.

To access this information online, click on My Account, then click on Check your order status. This shows the details of all bookings that you’ve made in the past 90 days. The booking reference number is at the top of this page.

If you have already received your tickets in the post, the booking reference will appear on the bottom of the tickets and is nine digits long. It will also appear on the name and address voucher on the right-hand side.

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16. What should I do if I have not received my tickets?

Tickets ordered by 1st class post are dispatched the same day (if ordered before 15:00) and delivered within four working days.

Note: Postal booking deadlines may change (eg. postal strike, floods etc).

If you have not received your tickets, please call our Web Support team the day before your journey and they will make alternative arrangements to ensure that you get your ticket(s). The Web Support telephone number can be found in your booking confirmation email or online bylogging into My Account and clicking on Check your order status.

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17. What should I do if I have not received my booking confirmation?

Within 2 hours of making a booking you should receive a confirmation email. If you haven't received this email then please first check that the email address we have stored is correct by logging into My Account and clicking on Update Personal Details.

Recently, there has been a large increase in SPAM/Junk mail which has made some Email Service Providers to put tighter controls on their SPAM filters. We occasionally receive notification that genuine emails we have sent to our customers have been incorrectly blocked in this way. To ensure that you are able to receive all emails we send, please make sure that our address noreply@eastmidlands.trainsfares.co.uk is listed as a safe sender and not in a blocked mail list.

Confirmations are not essential for travel as the same booking information can be found online by logging into My Account and clicking on Check your order status.

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18. How do I apply for a Mums-to-be First Class Upgrade on a Standard Class Season Ticket?

If you’re more than 20 weeks pregnant, have received your MAT B1 form and your Standard Class Season Ticket is valid for one month or more you are entitled to apply for one of our First Class Upgrade passes. This pass will allow you to sit in First Class with your season ticket should there be no Standard Class seats available during your journey.

You can apply for a Mums-to-be pass by contacting our Customer Service Centre via post or email with all of the following information:

a) A copy of your MAT B1 form. (This will be supplied by your Doctor or Midwife at aprox. 20 weeks of your pregnancy and is essential to your application.)

b) A copy of your current season ticket

c) Full Name

d) Home Address

e) Season Ticket number

f) Photocard number

g) Season Ticket expiry date

h) Daytime telephone number

Postal Address:

Customer service Centre,
Prospect House –
1 Prospect Place
Millennium Way, Pride Park
Derby
Derbyshire
DE24 8HG

Email Address: getintouch@eastmidlandstrains.co.uk

For full terms and conditions of the Mums-to-be First Class Upgrade please take a moment to read the reverse of your upgrade ticket once you have been issued this

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2. Terms and conditions


1. What are the conditions of my ticket?

As many tickets carry different terms and conditions of use, these are shown on our website under "tickets" and "ticket types" or www.nationalrail.co.uk. Whether you will be charged for making a change to your journey will depend on several factors: whether your change means taking a different route, the date and time of your new journey, the ticket type you originally purchased.

Click here to see the full National Rail Conditions of Travel

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2. When is peak time?

Generally, peak time trains are those which depart before 09.30 from Monday to Friday although there are also evening restrictions for customers travelling on London services out of London. Full details are shown on the specific timetable for your journey.

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3. Is First Class available at weekends?

You can travel in First Class at weekends, although complimentary refreshments are only available Monday to Friday.  If you are travelling at weeknds in First Class then you can enjoy a complimentary drink and snack from our at-seat trolley service.  Please note during busy periods at weekends, the at-seat trolley service may be suspended due to safety reasons; in this instance the Train Manager will make an announcement and you will be able to collect your complimentary drink and snack from the buffet bar.

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4. Can I make a reservation for my bike?

We advise that reservations are made for cycles as space is limited. You can do this on most London services and certain Local services trains by calling 03457 125 678 - select option 5 followed by option 3. Please allow 24 hours notice prior to travel. You should also hold a valid rail ticket before the cycle space is booked.

You can also block-book cycle reservations by contacting the Customer Service Centre on 03457 125 678 - select option 5 followed by option 3 or book online.

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3. Delay Repay

 

1. What is Delay Repay?

 

If you were delayed during your journey by 30 minutes or more, or missed your booked connection, you may be able to claim compensation via our Delay Repay scheme.

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2. How do East Midlands Trains let customers know if they can claim?

We always work hard to let our customers know about our Delay Repay scheme and how to claim, we:

  • Make announcements on our trains in times of disruption
  • Hand out ‘Talk to Us’ cards and paper copies of forms (which also tell you how to claim online)• Contact customers who have booked through our website who are eligible to claim and explain how to do it
  • Raise awareness of the scheme through @EMTrains on Twitter

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    3. What might I get if I am delayed?

    If you are delayed by:

    • 30 to 59 minutes - we will pay compensation to the value of 50% of the cost of the single ticket or 50% of the relevant portion* held for the journey.

    • 1 hour to 1 hour 59 minutes delayed - we will pay compensation to the value of 100% of the cost of the single ticket or 100% of the relevant portion* held for the journey.

    • 2 hours or more - we will pay compensation to the value of 100% of the cost of the single ticket or 100% of the cost of the return ticket (i.e. both portions, not just one way) held for the journey.

    If you are a season ticket holder, compensation is based on the proportionate cost of a single journey and to a maximum payment of the full days journey cost per day.

    • Weekly - 1/10th of ticket cost

    • Monthly - 1/40th of ticket cost

    • Annual - 1/464th of ticket cost

    *By ‘relevant portion’ we mean either the outward or return portion of a return ticket, depending on whether you were delayed on your outward or return journey.If you are a season ticket holder, compensation is based on the proportionate cost of a single journey and to a maximum payment of the full days journey cost per day.

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    4.How do you pay compensation?

    We pay compensation in various ways (to ensure this suits your needs) and within 14 days of your claim being agreed.

    Bacs (bank transfer) - This is the quickest form of paying compensation, but we will need, your sort code, account number, name of bank and bank address.  

    PayPal - If you have a valid PayPal account which is linked to your credit/debit card, you can claim compensation this way, just remember to use the registered PayPal email address when completing the form. Find out more and how to join PayPal.

    Cheque - This may take slightly longer to process, as we will need to post the cheque to you.

    Rail Travel Vouchers - These are generally posted to you on the same day when we have agreed your claim. They can be used as full or part payment for rail tickets at any station ticket office to travel with any UK rail company.

    If any of these methods are not suitable, please contact our UK based Customer Service Centre. Our staff are available 24 hours a day, 7 days a week on 03457 125678 or @EMTrains on Twitter.

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    5.When can I claim?

    We must receive your claim within 28 days of the date of your delayed journey. We do not normally accept Delay Repay claims if you were told about the delay before you bought your ticket; for example during time of engineering work when the timetable has been changed in advance. 

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    6.What proof do I need to send to you?

    We would prefer to see your actual rail ticket but we also appreciate that this is not always available. So we will also accept a booking reference (if booked via East Midlands Trains)or copy of booking confirmation email. These can be scanned via the following means jpeg, tif, png or gif but not over 2Mb in size. If you cannot send us your ticket or proof of travel, please contact our UK based Customer Service Centre. Our staff are available 24 hours a day, 7 days a week on 03457 125678 or @EMTrains

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    7. Can I claim for more than one journey at the same time?

    You can only claim for one ticket at a time, but you can submit another claim at the same time. To make is easier for you, your personal details will be kept on the screen.

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    8. How do you process my claim?

    We will check against our train running system that there was a delay to your journey.  We may need to contact you to obtain further information and will try and do this by phone or email.  However, we will always treat each claim on its merits and never automatically rule our compensation

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    9. What do I do if I’ve had other problems when travelling?

    We welcome all feedback about our train services whether good or bad and we want to make it easy to contact us. Our staff are available 24 hours a day, 7 days a week on 03457 125678, or you can complete an easy to you Complaint Form at eastmidlandstrains/contactus,  email us  getintouch@eastmidlandstrains.co.uk,  or @EMTrains on Twitter. You can also find our more about our commitments to our customers in our Passengers Charter.

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    10. How can I upload my ticket as its not being accepted.

    We accept jpeg, tif, png or gif. We regret that we do not currently accept PDFs but are investigating how we can do this.

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    11. How can I change the size of the photo or scan, so it's accepted?

    We can only accept images up to 2MB.

    If you are using a separate scanner then your scanner software will usually allow you to select the output type. Select "jpg" as your preferred option.

    There are a number of free online tools which will allow you to easily convert PDFs to jpg. We do not recommend any specific tool, but search for "online pdf to jpg converter" and you will find many options.

    If you have used your camera on either an Android or iPhone there are a number of free apps which will enable you to easily resize your photos. Search for "resize photos" on your app store.

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    12. Why is my booking reference not being accepted?

    This is currently set to accept booking made on our website (eastmidlandstrains.co.uk) and the collection reference only (this is the 8 digit alphanumeric number that you need to pick up your ticket). If you do not have this, please scan in a copy of your confirmation email (you can do this on the Upload Ticket' tab). We are investigating how to change this to accept all reference numbers.

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    13. Other information

    Filling in a form does not guarantee that you will get compensation and it does not affect your legal rights to take any other action against us. We do not accept liability for any loss caused by a train being delayed or cancelled, you missing a connection or the railway being closed. You can find more information on here. Only one claim can be made per ticket per journey and this must be made to the train operator who caused the delay or initial delay to your journey. We cannot accept claims from a third party unless there are mitigating circumstances. We have a robust reporting and fraud prevention system in place; if you make a fraudulent claim you may be prosecuted and details will be reported to the British Transport Police.

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    4. Complaints

     

    1. How can I complain about the service I've received?

    If we’ve caused you a problem or something went wrong with our service, we want to try and make it up to you as quickly as possible. There are many ways that you can contact us. We may also like to offer you compensation and we pay this via various means to suit your requirements, this includes BACs, Cheque, PayPal and National Rail Travel Vouchers. Please do let us know when contacting us, your preferred method of payment and you will receive this within 14 days of your claim being agreed. 

    BACS

    This is the quickest form of paying compensation, but we will need your sort code, account number, name of bank and bank address. 

    PayPal

    You will need a valid PayPal account to claim compensation via this method, and we will need the registered PayPal email address. Find out more and join PayPal 

    Cheque

    This may take slightly longer to process, as we will need to post the cheque to you. 

    Rail Travel Vouchers

    These are generally posted to you on the same day when we have agreed your claim. They can be used as full or part payment for rail tickets at any station ticket office to travel with any UK rail company.

    If any of these methods are not suitable, please contact our UK based Customer Service Centre. Our staff are available 24 hours a day, 7 days a week.

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5. Journey information

1. Where can I find maps showing the UK rail network?

Maps showing all Train Operator stations and routes across the country are available on the National Rail site.

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2. How can I find out if my train is running on time?

You can view the running of your train online. You can also use our automated TrainTracker service by calling 0871 200 49 49.

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3. How can I find out if there are any engineering works affecting my journey?

Details of any forthcoming engineering works are available online at www.eastmidlandstrains.co.uk or by visiting our timetable alterations page. You can also call National Rail Enquiries on 03457 48 49 50.

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6. Lost property


1. What happens if I lose my property on one of your trains/at one of your stations?

You will need to contact the Customer Service Centre on 03457 125 678 - select option 5 followed by option 3. They will contact the lost property offices on our route to try and locate the item. For more information visit our Lost property page.

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7. Station information

1. Can I get assistance at the station?

You can arrange for assistance when travelling on our trains and at stations by calling 03457 125 678 - select option 3 - textphone 03457 078 051 or find details online at www.eastmidlandstrains.co.uk.

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2. Can I park at the station and how much does it cost?

You can park at many of our stations; although some of the car parks are not operated by East Midlands Trains but the local council. Further details about our stations are available on the our network and stations page. Refer also to the car parking and cycles page.

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Can I reserve a disabled parking space at the station?

Unfortunately, we do not currently have this facility at our stations.

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4. Is smoking permitted at stations?

Passengers should refrain from smoking either conventional or electronic cigarettes on board all of our trains, platforms and at our stations. 

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8. Eurostar

1. What is a through fare?

With a through fare to the Continent, you can travel from one of 8 East Midlands Trains stations to dozens of European destinations–paying only one fare for the entire journey, thanks to our partnership with Eurostar.

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2. Where can I travel from?

If you are travelling with East Midlands Trains, you can travel from any one of eight stations–Chesterfield, Derby, Kettering, Leicester, Market Harborough, Nottingham, Sheffield or Wellingborough, all the way to your European destination (and back if you are making a return journey). It is also possible to travel from any one of 60 other stations throughout the UK.

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3. Where can I travel to?

As well as direct Eurostar services to Paris, Brussels and Lille, you can buy through tickets to other destinations in France and Belgium. So you could take the train to the Alps in winter, have a romantic weekend in Bruges, or take the kids to Disneyland Paris.

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4. How can I book?

The fastest way is to book online though our Eurostar booking engine on the left of this page. You can book, collect your tickets from self-service machines and travel, all on the same day.

You can also plan your itinerary and buy tickets via Eurostar's Contact Centre on 08432 186 186. Tickets will be posted to your home address–they should take no more than three to five working days, but allow longer if possible.

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5. When can I travel?

You can travel any day you wish–except Christmas Day, when there are no Eurostar services.

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6. How many tickets will I receive?

Each passenger will receive a ticket for each direction of the domestic leg of the journey, a ticket for each direction of the Eurostar leg of the journey and, if you are changing again in Paris or Lille, a ticket for each leg of the TGV (high-speed train) journey.

If you need to change in Brussels to reach your final destination, your Eurostar tickets are valid to any Belgian station, within 24 hours of your Eurostar journey (in each direction).

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7. How do I receive my tickets?

If you book online you will be sent an email with two reference codes. The first should be used to collect your domestic tickets from ticket machines at your departure station; the second should be used to collect your Eurostar tickets (and TGV (high-speed train) tickets if necessary) from the machines at St Pancras International.

If you book with Eurostar on 08432 186 186, you will receive your tickets by post.

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8. Who do I contact if I need to change my ticket before travel?

You should call 08432 186 186 and a Eurostar representative will help you reschedule any part of your itinerary–subject to the conditions applicable to your fare.

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 9. How do I change at St Pancras International?

Simply take your East Midlands Trains service to St Pancras International, then follow the signs for Eurostar departures. The Eurostar and East Midlands Trains platforms are adjacent to each other.

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10. What if I miss my train as a result of delay?

If you miss your Eurostar service as a result of delays or cancellations to your National Rail service on your outbound journey, you can take the next available service to your continental destination at no extra charge.

Similarly, if you miss your National Rail service as a result of delays or cancellations to Eurostar services during your return journey, you can take the next available service to your UK destination at no extra charge.

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9. Customer Service Centre

1. How do I contact Customer Service Centre?

Customer Service Centre can be contacted by using our online form, calling 03457 125 678 (lines are open 24/7) or by post at Customer Service Centre, East Midlands Trains, FREEPOST RTLT-GCYU-TLSK, Derby, DE24 8HG. For people with hearing difficulties, our TextDirect service is 18001 03457 125 678.

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10. Voucher and promotion codes

1. What are the reasons my PIN is not working?

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2. When do I need to travel by when using an offer?

You must book your ticket by the end date specified and your journey travel date can be within three months of the booking date.

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3. Can I book more than one journey using the promotional code?

The discount can only be used on one transaction/booking but the booking may contain multiple journeys.

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4. Is the PIN case sensitive when entered during the booking process?

PINs are not case sensitive. PIN number example - 46NA364JP3 (10 alpha/numeric digits)

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5. I received an error message at the point of entering the PIN – what does this mean?

This means that the PIN is either incorrect or has been used before.

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6. I received an error message after entering the PIN when I got to the payment stage — what does this mean?

This means that you have added something to your basket that is not eligible. For instance, if you made a booking then on the booking confirmation page clicked “Add another journey”, the system will treat this as a second booking and will therefore not allow you to proceed.

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7. Are all voucher promotions the same?

No, there are different vouchers codes available for different ticket types. For example there are voucher codes that are available on any tickets, Advance Purchase Tickets only and Full Fare Return First Class only (excluding Advance Purchase First Class fares). The type of voucher code available would be detailed in the email/communication where the offer was promoted.

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8. If I decide to remove items from my shopping basket, can my PIN still be used for the next booking?

Yes, your PIN is only requested after you have confirmed your wish to process payment.

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9. If my card payment fails, can I re-use my PIN number?

Yes, your PIN is not considered “used” until payment has been processed.

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10. How many bookings can I add to my shopping basket?

As many as you want as long as this is done before making a payment.

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11. Will my discount be taken off all items in my shopping basket?

Yes, for instance if you have a rail ticket and a PlusBus ticket, the discount will be taken off both items.

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11. Smartcard

1. What happens if I leave my Smartcard at home?

You will have to purchase a full-fare paper ticket for your journey. Retain this ticket so you can obtain a refund from the ticket office used to purchase it.

If you have no funds to purchase a ticket, an unpaid fares notice may be issued (in the same way as a paper season ticket).

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2. Can someone else use my Smartcard?

The Smartcard is not transferable so should not be given to any other person for their use. For families and businesses, additional cards can be registered to one accountholder but issued to each user.

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3. Can I use my Smartcard on London underground?

Unfortunately at the moment Smartcards can not be used on London Underground.

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4. Can I transfer my current season ticket to a Smartcard? 

Season tickets cannot be transferred to Smartcards, this can only be done when you renew.

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5. 
What tickets can be loaded onto my Smartcard?

Monthly Season, Monthly Plus Season, Annual Season and Weekly Season tickets are available to purchase via phone on 03457 125 678. The following tickets; Monthly Season, Weekly Season, First/Standard Anytime, First/Standard Off Peak and First/Standard Super Off Peak are also available to purchase via our Ticket Vending Machines at the station.  Please note, Advance tickets can not be purchased using a Smartcard.

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6. Who do I contact if I need information regarding the delivery or collection of my season ticket?

If your ticket is being delivered by post (special delivery or 1st class post) then please call 03457 125 678.
If your ticket is to be loaded on to a smartcard please call 03457 125 678.

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7. Who do I contact if I have a query about a smartcard delivery (or if a smartcard has not been delivered when expected)?

Please call 03457 125 678.

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8. Why is smartcard not offered as a valid fulfilment method on my route? 

Smartcard ticketing for season tickets is being gradually introduced across the East Midlands Trains network and not all stations are initially enabled.

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9. How do I load my ticket on my smartcard?

You need to place your card on one of the validation devices at your nominated collection station this will load your ticket.

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10. What do I do if I lose my smartcard or it is stolen?

Your smartcard can be ‘hot-listed’ (blocked) to stop it being used. A replacement can then be arranged. Please call 03457 125 678.

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11. Can I collect my ticket from any station?

No, you must go to your nominated collection station to load your ticket.

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12. When I try to book a child ticket I do not get offered any options?

On-line purchase of child season tickets is only available on routes where smartcard ticketing is supported. The route you are searching on may not support smartcard ticketing.

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13. Why am I only offered smartcard as a delivery option? 

If you have specified a start date that is close to the date on which you are trying to purchase the ticket, the only ticketing method that can deliver your ticket in time is smartcard (that allows same day collection). 

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14. I have reached the delivery options page, been offered smartcard as a delivery option but I have no card to register – how do I get a ticket?

Because you are purchasing a ticket with a start date close to the date of purchase, smartcard is the only valid delivery option, but this requires you to already possess a smartcard. You will need to purchase your ticket this time from your local station. If you want to order a smartcard for future purchases you will need to book your season ticket more than 7 days in advance, or request a smartcard from the call centre 03457 125 678.

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15. I have a smartcard but it does not appear on the delivery options page.

If this is the first time that you have used your smartcard on-line you will need to register your smartcard for on-line purchase. This can be done on the delivery options page by following the link to register a card or from the My Account page.

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16. When I try to register my card I get an error.

This could be because you have mistyped the card number or that the type of card you are trying to register is not valid for this site. For further information call 03457 125 678.

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12. Unpaid Fares Notices and Penalty Fares


1. What do I do if i'm issues with an unpaid fares notice?

You have 21 days to pay or appeal the notice via the address that is shown on your notice. You are being asked to pay the fare only for the rail journey that has been made. Appeals will not be heard over the telephone.

If you fail to pay or appeal within the 21 days, you will be sent a reminder letter which will include administration costs. This will allow you a further 14 days to pay.

You are now outside the appeal deadline. However, late appeals may be considered should there be a legitimate reason for not being able to appeal within the 21 days such as hospitalisation or extensive time out of the country. Upon evidence of this, late appeals will be dealt with as an exception.

If you fail to pay within the 14 days you will be sent a Final Reminder that will incur additional administration costs. This will give you a further 14 days to pay the Unpaid Fares Notice.

If payment is not made before the 14 days then East Midlands Trains reserves the right to recoup losses to the company through the Magistrates’ Courts under the Regulations of Railways Act 1889 or Railway Byelaws.

Please ensure that you quote your reference number on all correspondence.

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2. What do I do if I'm issues with a penalty fares notice?

You have 21 days to pay or appeal the notice via the address that is shown on your notice. You are being asked to pay the Standard Penalty Fares Charge or twice the standard single (whichever is greater) for the rail journey that has been made. Appeals will not be heard over the telephone.

If you fail to pay or appeal within the 21 days, you will be sent a reminder letter which will include administration costs. This will allow you a further 14 days to pay.

You are now outside the appeal deadline. However, late appeals may be considered should there be a legitimate reason for not being able to appeal within the 21 days such as hospitalisation or extensive time out of the country. Upon evidence of this, late appeals will be dealt with as an exception.

If you fail to pay within the 14 days you will be sent a Final Reminder that will incur additional administration costs. This will give you a further 14 days to pay the Penalty Fares Notice.

If payment is not made before the 14 days then East Midlands Trains reserves the right to recoup losses to the company through the Magistrates’ Courts under the Regulations of Railways Act 1889 or Railway Byelaws.

Please ensure that you quote your reference number on all correspondence.

Further information on Penalty Fares can be found here including the Penalty Fares stations and map

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13. Refunds

1. How do I get a refund?

Tickets are refunded at the place where the ticket was bought. If your tickets were bought via East Midlands Trains by phone, they need to be sent back to:


Refunds
East Midlands Trains Customer Service Centre
Overline House
Southampton Central Station
Southampton
SO15 1AL


If they were bought on our website, they need to be sent back to:
The Train Line
East Midlands Trains
Refunds Department
PO Box 23972
Edinburgh
EH3 5DA

We advise that tickets are posted via Recorded Delivery to ensure your tickets arrive safely.

If they have not yet been collected and were bought online, you can request a refund by logging into My Account and going to the Order Status and Refund applications section. Please note the the conditions of some tickets may mean that they cannot be refunded.

If bought at a station, they need to be returned to the relevant station ticket office, which will process the refund.

We do not offer refunds on Print at Home tickets.


 

14. Wi-Fi

1. How does the WiFi technology work?

WiFi networks provide secure, reliable, fast wireless connectivity. Our WiFi network will enable you to access the Internet on the move. The Internet connection is provided by multiple 4G mobile broadband connections, meaning you get the best possible service that can be offered.

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2. Where is the service available?

 The service is available throughout the train for passengers travelling from stations on the mainline route to London including Sheffield, Chesterfield, Derby, Nottingham, Leicester, Market Harborough, Corby, Kettering and Wellingborough. Train managers will announce the availability of the service at the start of your journey.

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3. How much does the service cost?

Customers in First Class benefit from complimentary access to the service. In Standard Class we offer your first 15 minutes for free and you can continue browsing for a small charge:

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4. Will I get a receipt when I pay?

 Yes, a receipt (and your login username and password) is automatically emailed to credit/debit card purchasers as well as being available as a download (offered during the purchase procedure) as an Adobe Acrobat file.

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5. I have an account with a WiFi operator- can I use this?

 This feature is currently only available for iPass customers. For all other customers, the WiFi service is currently offered on a ‘prepay’ basis only.

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6. How do I get connected?

 To connect to the internet, you will need to open a browser window which will direct you to one of two landing pages, depending on whether you are in First Class or Standard Class.

If you are in First Class, follow these instructions:

If you are in Standard Class, follow these instructions:

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7. What happens if I lose my connection?

 If you have been disconnected, logged out and you are trying to log back in, open a new browser window and click the ‘Sign in’ button. You will need to use your access code given to you after your payment was validated. This is also sent to you via email in case you didn’t write it down.

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8. How do I use WiFi on an iPhone, iPad or iPod Touch?

 Follow these simple instructions:

You should now be able to browse and use other applications that require internet access.

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9. Is it normal for the service speed to fluctuate?

 Similar to the home or office environment, it is normal for service speeds to fluctuate as the train travels along the journey. Bandwidth is shared among many users and this will result in service speeds fluctuating. Furthermore, as the train travels along its journey the available bandwidth to the train fluctuates. We aim to provide enough for everyone but if fellow travellers choose to access sites that are bandwidth heavy, this can reduce available bandwidth for everyone else. For this reason we ask you to use the service sensibly and have consideration for fellow travellers. Please note that, for this reason, some websites that may affect bandwidth availability will not be available.

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10. What can I access?

 Pretty much any website really (subject to the point above). We don’t support video or audio streaming, catch-up TV such as BBC iPlayer or YouTube to ensure everyone can have a good experience of the WiFi onboard. However, we ask that as you are sitting in a public environment, please do not view content that others may find offensive or inappropriate. Details of our terms and conditions for using the WiFi service are available here.

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11. Are Virtual Private Networks (VPNs) supported?

 The service does support a number of, but not all, VPNs. We are working on increasing this list, if your VPN is not supported, please let us know by emailing us at getintouch@eastmidlandstrains.co.uk

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12. Does the service time-out automatically?

 This WiFi service automatically logs any user out if no activity has been detected during the previous 60 minutes. This is done to conserve system resources. To log back in, click on the “Sign In” button and re-enter your access code. We strongly recommend making a note of your access code when you first log in.

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13. Who can I contact if I have problems?

If we still haven’t answered all your questions, please feel free to contact the East Midlands Trains WiFi support desk on 0330 088 1272 or click here to contact our WiFi support desk via email.

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14. How do I give you feedback?

 We would like to hear what you think of our service, please contact us atgetintouch@eastmidlandstrains.co.uk noting the time and date of travel, journey start & end and the train number if possible.

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