Contact Us

If you need information or assistance related to your travel, you can ask us on Twitter @EMTrains, use the relevant webform or speak to a representative through webchat. Alternatively, you may find an answer to your query in our top frequently asked questions listed below.

Top Frequently Asked Questions

1. I don’t know/haven’t received my reference number to collect my ticket?

Within two 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. If you are unable to access your account, please contact us on 0370 333 4875 or via email and a member of our team will be able to further assist.

2. I have booked an advance ticket and want to change when I travel

If you booked your Advance ticket online, to change the date or time of your tickets you can log into My Account and click on Order Status and Refund Applications. Click on your booking and follow the steps to change or refund your ticket. Or you can contact the web support team on 0370 333 4875 or via email

Changes to an Advance ticket to another Advance ticket must be done by 18.00 the day prior to travel. There is a £10.00 administration fee charged for making this change in addition to any difference in the cost of the new ticket.

If you purchased your Advance ticket at a station and you want to change your Advance ticket to an immediate travel ticket, on the day of travel or in advance you must do this prior to the departure of your booked train and before boarding at any UK Rail Station.

We do not offer changes to Print at Home tickets.

3. I don’t have the same card made to make my booking, what do I do?

Please contact our support team who will be able to assist on 0370 333 4875 or via email at,

4. I have bought a ticket and no longer want to travel

Tickets are refunded at the place where the ticket was bought.

Tickets bought by phone

If your tickets were bought via East Midlands Trains by phone (prior to the 14 August 2017), they need to be sent back to:

East Midlands Trains Customer Service Centre
1 Prospect Place
Millennium Way
Pride Park
DE24 8HG

If your tickets were bought via East Midlands Trains by phone (after the 14 August 2017), they need to be sent back to:

East Midlands Trains
Refunds Department
PO Box 23972

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

Tickets bought at

If your tickets were purchased via our website (at anytime), they will need to sent back to:

East Midlands Trains
Refunds Department
PO Box 23972

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

If you're tickets 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.

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

Please note that the conditions of some tickets, including Advance tickets, mean that they cannot be refunded. We do not offer refunds on Print at Home tickets.

5. I was delayed during my journey and I want to claim compensation.

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. To claim, please complete the Delay Repay form here


6. I am travelling with my bike and want to reserve a space

On our London and Liverpool to Norwich route, you can reserve a cycle space (subject to availability) free of charge. As spaces are limited, please contact us as early as possible before your journey and at least 48 hours prior to your journey using the Cycle Reservation Form below. If you are travelling sooner, please contact the team on 03457 125 678 (option 4 then 3). We cannot make cycle reservations on the day of travel.

On our local routes, reservations are not available, however we do allow cycles on our trains free of charge.

7. How do I collect my ticket from the machine at the station?

Tickets are ready for collection just two hours after ordering. Collection is easy you only need to remember two things:

1. The credit / debit card was used to make the booking.
2. The Ticket Collection Reference given to you when the booking was made.

When at the Self Service Ticket Machine:

1.  Insert the credit / debit card used to make the booking.
2.  Key in your unique Ticket Collection Reference. Your ticket(s) will then be dispensed.
3.  Do not remove tickets from the machine until all tickets have been issued and the main screen 
     informs you that the transaction is complete.

8. Can I buy a ticket for someone else?

Train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

When you are making a booking you can request that the tickets are sent to a different address.

If you do purchase tickets for someone else please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the credit card as well as the purchase price.

For Self Service Collection please remember that the credit/debit card used to make the booking is required along with the Ticket Collection reference provided when the booking was made.

If purchasing a Print at Home ticket, please ensure you nominate the name and the form of ID the passenger will be carrying.

9. I have lost some property on one of your trains, what do I do?

You will need to complete the Lost Property form on the following link. Our system will automatically search our database (which holds details of all property found on our stations/trains) and we will let you know via email, if we've found it or not. We will continue the search and keep you informed for 3 months (please note that it can take a few days for items to be logged onto our database).

10. I want to book an Advance ticket what are the cheapest fares available?

You can view the cheapest fares quickly and easily by using our Best Fare Finder facility on our website which covers most major routes.

11. There are no cheaper Advance tickets shown on the date I want to travel.

Tickets are usually available up to twelve weeks prior to the date of travel. However sometimes, we cannot sell these tickets, until the timetable has been confirmed (this is usually due to changes to our timetable as a result of engineering work). You can view the Ticket Availability Dates here.

12. Why is my voucher code not working?

To find out reasons why you may be having problems redeeming your voucher code please click here.

Click here for a full list of our Frequently Asked Questions.

Contact Us

If you can't find the information that you are looking for in our frequently asked questions, our Customer Service Team can be contacted using the webforms below, or through our webchat. Once your select an option, the relevant form will load. 

If time is not on your side, you can also contact us on social media 24/7
You can also phone us on 03457 125 678, lines are open 24 hours, 7 days a week. 

For any changes or issues regarding your online booking you can contact our web support team on 0370 333 4875.

We have recently made some updates to our Privacy Policy in line with the new GDPR legislation. To help you understand how the changes will affect how we collect and manage your data, you can view our updated Terms and Conditions and Privacy Policy by clicking here.

See other ways to contact us