Covid-19 frequently asked questions (FAQs)

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.

Wherever possible please time your journey to avoid the busiest services. Our 'How busy is my train?' tool can help you plan your journey.

If the train you intended to catch 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.

We recommend avoiding the last service of the day is you can. In the unlikely event the last service is too busy to board, please use the station Help Point to contact us to discuss alternative arrangements.

We encourage passengers to avoid relying on the last train and to use our 'How busy is my train?' tool to check in advance which services may be busy and plan accordingly. If your last train is cancelled or you are unable to board because it is too full we will seek to provide replacement transport to get you to your destination station. Please contact a member of station staff or the station Help Point to seek assistance.

We are running as many trains as we can with as many carriages as possible and urging our passengers to travel at quieter times. Face coverings are now mandatory on board, helping all our passengers follow the latest social distancing advice. We are monitoring train performance carefully, listening to feedback and will adjust our timetables where appropriate.

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. Since June 2020 it has been mandatory for all passengers to use a face covering when on the train. If you do not wear a face covering on board, you may be refused travel.

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. We are asking our staff to be considerate when using their discretion and would consider that customers living with conditions such as PTSD, asthma etc. will not be expected to wear a face covering. We are asking customers with a disability or illness who can wear a face covering to please do so.

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.

Rail staff engage and educate customers about the mandatory use of face coverings when they travel by train and encourage people to wear them. The vast majority of people do the right thing and help protect others by bringing and wearing a face covering while in stations and on trains. Unless they are exempt, those that don’t wear a face covering could be fined up to £6,400 by the police.

Some people may not be able to wear a face covering due to medical conditions which may not always be apparent. For a list of exemptions please visit our face covering and exemptions page. Please do not confront other passengers. Anybody who isn’t exempt from wearing a face covering but does not wear one could be fined up to £6,400 by the police.