We want you to get the best out of National Express East Coast, so please use this section to find any information you might need. You can either use the Frequently Asked Questions option or you may want to contact us direct with your query.
We welcome your enquiries, so please get in touch.
Contact us
Web Support: 08457 225 111
Customer Relations: 08457 225 333
The Frequently Asked Questions section below is a good place to start if you have a query. It is very comprehensive and should help you find information quickly.
Information relating to Assisted travel
Assisted Travel
If you require assistance boarding or alighting from the train or assistance with your luggage, please complete the online booking process. When you come to the ‘seating preferences’ screen you will be offered the option of ‘Boarding Assistance’. Please tick this box and complete the form that appears. You can then proceed to the payment screen.
Your details will be forwarded to our Assisted Travel team who will deal with your request and contact you directly to confirm that these arrangements have been made.
If you have any further questions or specific needs please contact our Assisted Travel:
Telephone: 08457 225 225 (select option 1 then option 6)Text Phone: 08451 202 067Email: assistedtravel@nationalexpress.com
Opening times 08.00-20.00 dailyClosed Christmas Day and Boxing Day
Please note: All assistance must be booked by 18.00hrs the day before travel.
Wheelchair bookings
To make a booking for a wheelchair user, please go through the normal on-line booking process. When you come to the "seating preference"screen you will be offered the option of wheelchair space. Please tick this box and complete the form that appears, before proceeding to the payment screen.
Your details will then be forwarded to our Assisted Travel team, who will deal with your request for a wheelchair space and contact you directly to confirm that these arrangements have been made. If a wheelchair space is not available on the train you have requested, you will be contacted and asked to select another time to travel.
If you have any further questions or specific needs, please contact our Assisted Travel:
Telephone: 08457 225225 (select option 1 then option 6)Textphone: 08451 202067Email: assistedtravel@nationalexpress.com
Opening times 0800-2000 dailyClosed Christmas Day and Boxing Day
Please note that all assistance must be booked by 1800hrs the day before travel.
Rules regarding compensation
Compensation for delays
If you travel on a National Express East Coast train that is delayed by more than 30 minutes due to things for which we are responsible, we will give you compensation in the form of Rail Travel Vouchers.
We are not obliged to pay compensation for journeys delayed by circumstances outside of our control, such as adverse weather conditions.
For more information please refer to our Passenger’s Charter.
Technical information
Computer
No. We consider as private any personal information supplied by you when using our website. We hold information in accordance with Data Protection legislation.
Your personal information will be used to provide you with services for example issuing tickets, processing payments, maintaining your registration, monitoring the use of the website and for research purposes.
We may collect and process anonymous information about your visit to our website, such as some of the pages you visit and some of the searches you perform. Such anonymous information is used by us to help improve the content of the site and to compile, for internal market-research purposes, aggregate statistics about individuals using it. In doing this, we may install cookies that collect the first-level domain name of the user (eg.,“bigmail.com” from an e-mail address john@bigmail.com) and the date and time of access.
If you are experiencing difficulties using nationalexpresseastcoast.com please consider the following:
If you have checked all of the above and you are still having difficulties, please contact Web Support on 08457 225111 and give as much of the following information as possible:
Once they have all of this information they will investigate and get back to you as quickly as possible.
Contact details for customers information
Contact Us
The telephone number for National Express East Coast Telesales is 08457 225 225Opening times: 08.00 – 20.00 dailyClosed Christmas Day and Boxing Day.International Telephone Number +44 191 2275959
National Express East Coast Business Travel Service can take care of all your UK rail travel.
Please call 08457 225 225 (select option 1 then option 2) between 08.00 and 18.00 hrs Monday to Friday; email BusinessTravel@nationalexpress.com or fax 08457 225 222.
You can collect your tickets from any National Rail station or from a National Express East Coast Fastticket machine. Alternatively your tickets can be sent to you by First Class post or by guaranteed delivery for an extra charge.
Payment for the tickets can be made by credit card or invoiced to your company on a monthly basis.
If you are travelling in a group of 10 or more please contact National Express East Coast Group Travel on 08457 225 010 or email Group.Travel@nationalexpress.com; open 09.00 – 18.00 Monday to Friday.
The benefits of booking through National Express East Coast Group Travel are:
Please let us know what you think about National Express East Coast and the services we offer. We try to make it as easy as possible for you to contact us and you can phone, e-mail, fax or post:
National Express East Coast Customer RelationsFREEPOST YO352YorkYO1 6ZZ
Telephone: 08457 225225 (select option 2 then option 4)Fax: 01904 524532E-mail: c.relations@nationalexpress.com
Opening hours 0830-1700 Monday to Friday0900-1600 Bank Holidays
National Express East Coast will always try to address your comments and concerns in a fair an reasonable way in accordance with both the National Rail Conditions of Carriage and our Passenger's Charter.
Information relating to the credit / debit cards that can be used to purchase tickets
Credit / Debit Cards
We accept Visa Credit, Visa Debit, MasterCard, American Express, Solo, Electron and Maestro Cards.
If you are collecting tickets from a non-National Express East Coast Fastticket machine please note that only standard shaped cards are accepted. Non-standard cards such as Mint and American Express cannot be used in non-National Express East Coast Fastticket machines. In such cases please speak to a member of Travel Centre/Ticket Office staff who will be able to assist.
Your card security code is a unique number printed on your debit/credit card. This number is not embossed on the card and is therefore not printed on receipts. Different cards will record the security code in different places, however it is commonly found on the signature strip.
American Express users should note that the security code is located on the front of the card.
When making payment on our website you can be assured that your debit/credit card details are secure and protected.
Our systems use Secure Sockets Layer (SSL) technology. This system encrypts your card details and stops anyone else accessing them as your transaction travels through the internet.
Our system also uses 3D Secure verification in the form of "Verified by Visa" and "MasterCard SecureCode". These work in a similar way to “chip and pin” but for online purchases. If you are enrolled in the "Verified by Visa" or "MasterCard SecureCode" with your bank, then during the purchase you will be directed to your bank’s website and prompted for the private code known only by you and your bank. This enhances your protection against unauthorised use of your card when purchasing at nationalexpresseastcoast.com.
Please note that enrolment in a 3D secure scheme may be compulsory for some banks/card providers.
Declined credit/debit card
There may be a number of reasons why your card has not been accepted.
Information relating to Engineering and Disruption
Disruption
Station staff will be on duty to direct you to the bus departure point.
Engineering / Disruption
Engineering work is planned well in advance and the information provided at the time of purchasing your train tickets should be up to date. Service disruption information is provided at www.nationalexpresseastcoast.com via a calendar to show all disruption on the National Express East Coast route for the date of interest.
There are some occasions when engineering work needs to be carried out at short notice. You should always check for the latest train running information prior to making your journey. This is available via www.nationalexpresseastcoast.com.
Alternatively, for non National Express East Coast routes, visit www.nationalrail.co.uk or contact National Rail Enquiries on 08457 484950.
Train Operating Companies make every effort to ensure you can complete your journey. In cases of disruption the Train Operator will make clear the travel options available to you.
To check train running information visit www.nationalexpresseastcoast.com or for non East Coast routes www.nationalrail.co.uk.
Maps covering the East Coast route network are available at www.nationalexpresseastcoast.com
To find maps showing all Train Operator stations and routes across the country please go to www.nationalrail.co.uk/tocs_maps/maps/. These are large maps and require the free Adobe Acrobat reader software.
General Category
Billing Address
Your billing address should be the address held by your bank or card provider. As all transaction on this site are put through Address Verification checks, this address should match exactly the information they hold.
If you experience any problems making a booking, please contact our Web Support.
Careers with National Express East Coast
Information regarding careers and job oppurtunites at National Express East Coast can be obtained by calling 08450 593991.
Making Multiple Bookings
The number of purchases you can make per day is limited, however multiple journeys can be booked as part of the same transaction.
To book an additional journey or journeys, select the "Book another journey" option on the Delivery Details screen.
Minimum Transaction
The minimum transaction level for the National Express East Coast website is £5.00. You will only be able to make a booking if your total spend exceeds this amount.
Printing off the booking confirmation page
If you wish to print off a copy of the confirmation page on completion of your booking, you should use the "print this page" option shown at th top right hand side of the page. If you use your browsers print option, you may find that parts of the page are missing, or everything shown on the screen is printed.
An "email this page" option is also offered and can be used to pass a copy of your confirmation on to others who may be travelling.
If you require further assistance, please contact Web Support on 08457 225225.
Insurance information
Insurance
If you need to change your booking because (i) you wish to change your dates of travel or (ii) you wish to add or remove a passenger from the booking, please contact Web Support on 08457 225 111. They will take the necessary details from you and inform Mondial Insurance of who will amend the policy.
Yes. When you purchase insurance on our website your details will be passed on to Mondial Insurance who will email a certificate to you. Your certificate will arrive within 4 hours.
If you do not receive your insurance certificate within this time please contact Mondial Insurance Customer Services department on 020 8666 0648 and they will send you another.
If you feel the insurance cover does not meet your requirements, please contact Web Support on 08457 225 111 within 14 days of receiving your policy certificate.
If during this 14 day period you have travelled, made a claim or intended to make a claim then we can recover all costs that you have used for those services.
Please note that your cancellation rights are no longer valid after this initial 14 day period.
You will need to complete a claim form. To obtain a form you can:
Mondial Travel Insurance Claims DeptMondial Assistance (UK) Limited102 George StreetCroydonCR9 1AJ
How to find your lost property
Lost Property
If you lose something on one of our trains, please contact Customer Relations. You can write, email, phone or fax:
Customer RelationsFREEPOST YO352YorkYO1 6ZZ
Email: Customer.Relations@nationalexpress.comTelephone: 08457 225 225 (select option 2 then option 4)Fax: 01904 524532
Opening Hours 08.30-17.00 Monday to FridayBank Holidays 09.00-16.00
Any items of property found on-board a train or a station will be handed in to the Station Management Centre at the nearest station and registered on a central database. After 24hrs the ietm will then be transferred to the local Lost Property Office in the case of London King's Cross, Leeds and Edinburgh, or our central store at Newark.
If your item is handed in, it can be collected from the relevant station or we can arrange to have it posted at your cost. Please note that you will also be charged a fee for retrieval.
Information on services and facilities on board National Express East Coast
On Board
With our buffet vouchers you can save up to 25% on purchases from the Café Bar and the trolley. The vouchers come in two values:
Vouchers can be purchased online when buying your rail ticket, by going to the ‘Additional options’ box (after reserving a seat), and clicking the ‘buffet voucher’ option and selecting one of the two options available. You will then be returned back to the purchasing process to complete your booking.
Please note that no change can be given when using these vouchers on-board. For full buffet voucher terms and conditions please click here.
On-Board
Coach B is the designated Quiet Coach on our services. Electronic equipment must be used in silent mode and we ask that all mobile telephone conversations are made in the vestibules at the ends of the coach.
All of our trains convey a Café Bar offering a range of hot and cold food and drinks. We also offer a full restaurant facility on most week day services.
For full details of the range of food and tariff please click here.
There is a full restaurant facility on most of our week day services. To find out what when the Restaurant is serving meals please refer to the East Coast timetable. There are no Restaurant services at weekends.
In our First Class coaches you will have: