National Rail

0844 453 0143

The Rail Delivery Group uses National Rail as a trading name for promoting passenger railways. As a trade association, the Rail Delivery Group represents all of the train operating companies on the UK mainland. Some areas such as Merseyside largely depend on National Rail, while many cities have their own systems, including Manchester Metrolink and the London Underground.

Introduced in 1999, National Rail kept the logo and ticketing structure of the previous existing British Rail service. Over 17 million people use the National Rail website every year, planning 2.5 million journeys every weekday. Being the number one transport website makes National Rail the best source of information about the rail network in England, Scotland, and Wales.

National Rail Contact Numbers

National Rail operates a 24/7 helpline for enquiries about its services. Use any of the other helpline numbers in this table to contact National Rail during their opening hours.

Department
Phone Number
Opening Times
National Rail Enquiries
0844 453 0143
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Enquiries From Overseas
0843 178 3453
(Mon – Fri) 24/7
(Sat – Sun) 24/7
Welsh Language Enquiries
0843 178 3454
(Mon – Fri) 7am – 8pm
(Weekends) 7am – 8pm
TrainTracker™
0843 178 3455
(Mon – Sat) 24/7
(Sundays) 24/7
Complaints
0843 178 3457
(Mon – Fri) 9am – 5pm
(Weekends) Closed
Service Disruptions
0843 178 3458
(Mon – Fri) 24/7
(Sat – Sun) 24/7

National Rail Enquiries

You can contact National Rail at all times except on Christmas Day by calling 0844 453 0143. Essentially National Rail’s customer services helpline, you can use this number for all queries relating to National Rail. Ask about train times and fares, station locations and facilities, or discounts. With plenty of regional and national railcards available, including group travel, call National Rail to find the best deal for your situation.

Enquiries From Overseas

If you’re coming to the UK and need help figuring out the National Rail network, call the overseas helpline on 0843 178 3453. Whether you’re visiting for work or leisure, you’ll need to know how to get around on the railways if you plan to use trains during your stay.

Welsh Language Enquiries

National Rail even offers its enquiry services in Welsh. During more limited hours, Welsh speakers can call 0843 178 3454 to receive assistance in Welsh rather than English.

TrainTracker™

Use National Rail’s 24-hour automated service to receive live information about train running times. TrainTracker™ can also provide timetables and fare prices for the next three months. Call 0843 178 3455 to request real-time updates by answering a few simple questions. TrainTracker™ uses high-quality speech recognition so you can make enquiries over the phone without speaking to an operator. However, you do have to be in a quiet area and speak clearly. Remember to name the county as well as the station for clarity.

Complaints

When it comes to ticket refunds, compensation for delays and reservations, you should contact the station or the train operator directly. National Rail does not deal with these issues on their behalf. Otherwise, you can call 0843 178 3457 on weekdays to make complaints about National Rail itself. These could be to do with the website or the information provided by National Rail. National Rail does not decide train schedules or ticket prices but does take all customer feedback into account.

Service Disruptions

Keep on top of changes to your usual route by calling 0843 178 3458 for the latest service disruption updates. A few times a year, one of the train operating companies might call a strike, or engineering works might cause temporary suspension of services. Sometimes seasonal weather causes delays. In these cases, National Rail will do its best to inform you of the time window and available alternate services.  You can also set up text alerts with National Rail for your regular journeys.

Other Ways to Contact National Rail

You should follow National Rail on Twitter for real-time updates on train services. Tweet any questions to @nationalrailenq to reach a member of the online customer services team 24/7. Don’t worry if you’re not social media savvy, because you can just stick to e-mail. Send any e-mail queries to customer.relations@nationalrail.co.uk.

Writing letters is another way to contact National Rail, especially concerning serious complaints. Direct National Rail correspondence to their customer services address. If your issue involves specific train companies, send your letter to the Rail Delivery Group head office. You can find both addresses listed in the following table.

Department
Address
National Rail Customer Services
Customer Relations Team
Suite 410
1 Northumberland Avenue
Trafalgar Square
London
WC2N 5BW
Rail Delivery Group Head Office
Rail Delivery Group
2nd Floor
200 Aldersgate Street
London
EC1A 4HD