Covid-19 frequently asked questions (FAQs)

Update: 1200hrs, 1 December 2021

Travel information

No. If you have cold or flu-like symptoms you should be self-isolating for 14 days according to the latest government and NHS guidelines. You should follow NHS guidance to reduce the risk of catching coronavirus or spreading it to others. See www.gov.uk/coronavirus for guidance.

Only as a last resort where there are no other means to pay. The first choice will always to be to pay online, by mobile phone, card or contactless payment, to minimise the need for staff and customers to handle cash.​

Live help with your journey is available via our ticket machine from 7am - 7pm. Just press the VITA Help Point button on the left side of the screen to speak to our advisors who can help with ticket queries or onward journey information. The facility is available from any operational West Midlands Railway ticket machine.

Full-size bikes cannot be taken on any train arriving in London Euston between 07:00 and 09:59, or departing from London Euston between 16:00 and 18:59 from Monday to Friday (excluding public holidays). Folding cycles can be carried on any service, any time, no charge

We’re keeping as many waiting rooms open as possible so you can keep your distance in line with government advice, but they may not hold as many people.

Where possible we'll keep entrance doors open so it'll be one less thing to touch. We'll continue to focus our cleaning on things you touch most like buttons, door handles and hand rails.

For further information on whether waiting rooms at stations are open and where you can find them, please visit our station information page.

Face coverings

Yes. From Tuesday 30 November 2021 it is mandatory to wear a face covering on board the train, unless exempt.

For more detailed information on how to make a face covering, please visit the UK government website.

No. Children aged under 11 and people with breathing difficulties do not need to wear a face covering.

Some larger stations will have vending machines installed where face coverings can be purchased but most smaller stations will not have facilities to purchase them. Face coverings can be made inexpensively at home – for more detailed information please visit the UK government website.

From Tuesday 30 November 2021 it is mandatory to wear a face covering on board the train, unless exempt. We offer regular reminders to passengers through announcements and posters on-board trains and at stations. We work closely with the British Transport Police, which has the power to enforce face covering usage.

From Tuesday 30 November 2021 it is mandatory to wear a face covering on board the train, unless exempt. Remember, not all disabilities are visible and some people may be exempt for medical or other reasons.

From Tuesday 30 November 2021 it is mandatory to wear a face covering on board the train, unless exempt. The British Transport Police has the power to enforce face covering usage and fines may apply for non-compliance.