Full travel guidance
Before you set off
Make yours a contactless journey.
Travel at quieter times. If you can change your routine, travel between 10am-3pm or after 6pm on weekdays, chances are there'll be more space onboard and your ticket will be cheaper too, making it more comfortable for you and for those people that need to travel at busiest times. Use our 'How busy is my train tool?' to find quieter trains.
Don't stand in line, buy online and with a barcode ticket you don't have to pick up or handle a paper ticket. You do need a ticket before you board the train.
Face coverings are compulsory on public transport. Please wear yours in stations and on our trains. However, we do recognise this isn’t possible for some passengers, please check our exemption advice page.
Pay by phone for your car park. Avoid waiting in line, get your ticket from the comfort of your car - available online, in-app and pay by mobile. Set up an account before you leave home. At some stations car park spaces might be blocked off to help with queuing.
Getting through the station
It may take longer to get through the station.
Drop off and pick up points. We want to avoid lots of people gathering in the station. It would be really helpful if you stayed in your car if you're picking up and dropping off your loved ones.
Give yourself a bit more time to get through the station. At some stations we have introduced separate entrances and exits, along with one-way and queuing systems (inside & outside).
Availability of ticket windows and ticket machines may be reduced, to help with social distancing for you and our teams. Rest assured all ticket offices remain open. Queues may be longer - that's why we really do recommend buying online before you arrive.
Chatting to us at the station. Like you, we need to keep to the social distancing guidelines, so please be mindful of this when you're talking to us - we're not being rude if we take a step back.
Tapping in and out through the barriers. Our ticket barriers remain working as normal, to helps us understand the number of people travelling. You may see more dividing barriers or staff behind screens to help with social distancing.
Please keep your distance. Try to keep four steps between you on stairs or escalators and keep to one household in confined spaces like lifts. Please follow any one-way systems in place.
Natural areas of congregation. We'll try to keep 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, please visit our station information page.
Washrooms are open. Toilet facilities remain open (unless cleaning is in progress) - you may find locations with multiple facilities might just have one open. For further information on whether toilet facilities at stations are open and where you can find them, please visit our station information page.
Platform etiquette. We'll be running the longest trains possible on each service. Customer information screens will let you know how many carriages there are so you can spread out as much as possible. Stay on the platform until people get off the train to give everyone space. Please try and keep the vestibule by the doors free.
On the train
Taking extra care on board our trains.
Reservations. As a ‘turn-up-and-go’ train company, we are not able to offer seat reservations on our services like you may find on some long distance operators.
We’ll rely on you to help us by following the guidelines - wear a face covering (if you can), carry hand sanitiser, wash your hands before and after you travel, sit by a window and look for seats away from others, avoid gathering by the doors, and take your rubbish with you.
You'll see more cleaning during your journey. We've increased our on-train cleaning - our team will be paying particular attention to surfaces people touch most.
We're still here for you. A Senior Conductor will be available on every train. They'll make announcements to let you know where they are if you need to talk to them. Please remember you must get your ticket before you board. If things have changed at other operator's stations we'll try and let you know that too.
Wash your hands on board. All our trains have toilets; we’re paying extra attention to keeping them topped up with soap and water.
Bikes on board. Full sized bikes can now be carried on board during peak times to enable you to use your bike at your end destination. There is still limited space and so it remains at the Senior Conductors discretion. We are keeping this amendment under review and it only applies while we have the space due to fewer people travelling. Read the temporary policy here.
If the train is full we recommend you wait for the next service. If that is not possible, please make sure you wear a face covering, unless exempt, and maximise your social distance.
What happens if I see a crime or anti-social behaviour? Text 61016 and British Transport Police will pick up your message 24/7, and take action where they can. In an emergency, always call 999.
Video: Enhanced cleaning on our trains
Video: How to buy tickets using our app
Video: What to expect at your local station
Video: Enhanced cleaning at our stations