On board our trains FAQs

Our Passenger Assist team can help you plan your journey, go through your ticket options and pre-arrange the assistance you need at the station and on our trains.

You can book assistance:

• Online using the Passenger Assist form
• By phone on Freephone 0800 024 8997; or
• Next Generation Text: 18001 0800 024 8997
• Using the Passenger Assist app by Transreport for iOS and Android

We recommend booking at least two hours before your journey so our staff can offer you the best service.

Our telephone lines are open 24 hours a day, 7 days a week, 363 days a year. We’re closed on Christmas Day and Boxing Day.

There are public toilets at many of our stations. They’re open to the public when staff are available but are normally locked after staff leave for the day to prevent vandalism.

Unfortunately some of our smaller stations don’t have public toilets.

Check your station’s facilities

You can check for step-free access and the station facilities available in our A-Z station guide.

Check your station’s facilities

You can bring pets on board, subject to a few rules:

• Up to two dogs or other small domestic animals can travel with you free of charge
• They must not endanger or inconvenience passengers or staff
• Dogs must be kept on a lead at all times or travel in a suitable pet carrier
• Dogs without leads and other small animals must be carried in a rigid, enclosed basket, cage or pet carrier
• Keep pets and pet carriers off the seats
• Assistance dogs are welcome on all of our services

No, smoking is not permitted on any of our trains or at any of our stations, including on the platform.

Our no smoking policy includes cigarettes, cigars and pipes, e-cigarettes (electronic cigarettes) and vape devices.

We don't offer seat reservations on any of our train services.

Travelling with a different train operator

If all or part of your journey is with another train company that does offer reservations, you’ll have the opportunity to reserve a seat when you buy your ticket online, from our app or at one of our ticket offices (subject to availability):

• Advance tickets: We’ll automatically reserve you a seat free of charge when you buy online (where applicable)
• Anytime/Off-Peak tickets: We’ll ask if you want to reserve a seat during the booking process
• Reserving a seat after booking: You can request a seat reservation up to two hours before travel (subject to availability):
  • By phone: Call our customer support team on 0333 311 0006
  • At a station: Visit the ticket office at your local station

If we don’t offer a seat reservation it could be because:

• The train service you’re booking doesn’t offer reservations
• The selected train service has filled all reservable seats
• The train company hasn’t released seat reservations for that service yet

Your tickets are valid without a seat reservation and you can sit in any vacant unreserved seat for the class of travel on your ticket (Standard or First Class).

Our system will always try and group seats together if you’ve booked more than one ticket. If your reserved seats are not together it’s usually because:

• The train is full or only has limited availability
• The ticket types don't match, or
• Two separate bookings were made independently of each other

There are usually non-reservable carriages on long distance routes so you may be able to find seats together on the day.

Once you’re on the train, select “LNR On Board Wi-Fi” from the list of available networks in your WiFi settings and follow the on screen instructions to connect.

WiFi is subject to availability.

WiFi is completely free for your entire journey.

If your device doesn’t connect automatically you can contact our WiFi support team for help. They’re here to assist with any issues or questions you may have when using our free WiFi service:

• Email: [email protected]
• Phone: 0208 028 0385

ur free WiFi uses several 3G and 4G signals. The quality of the internet connection will vary depending on where you are along our route and how many people are using the WiFi.

If you lose your connection, we’re probably just passing through an area with a weak signal. If this happens, there’s no need to reconnect. As soon as the signal improves, you’ll be automatically connected.

To make sure everyone can enjoy a reliable connection, we limit:

• Connection speed
• Access to some video and music streaming sites, and file sharing sites
• Access to sites with content that’s not suitable for an open public network

We limit access to some news sites that have a lot of video content (such as bbc.co.uk) so all passengers can enjoy a seamless internet connection.

Our free WiFi combines several 3G and 4G mobile data signals along the route to keep you connected.

Although our WiFi network is an open network, we’ve implemented lots of safeguards so it shouldn’t be possible for other users to get unauthorised access to your device.

Still, we recommend that you make sure you’re connected to the right network and keep your firewall and anti-virus software up to date to help keep your data safe.

You need to register your details the first time you use our WiFi service. From then on, you’ll only need to enter your email address to connect.

Our free WiFi isn’t a service included with your ticket price so we don’t offer any refunds.

It uses several 3G and 4G signals along the route so the quality of the internet connection will vary depending on where the train is and how many people are using the WiFi.

If your device doesn’t connect automatically you can contact our WiFi support team for help. They’re here to assist with any issues or questions you may have when using our WiFi service:

• Email: [email protected]
• Phone: 0208 028 0385