Covid-19 frequently asked questions (FAQs)

Update: 0600hrs, 19 July 2021

Travel information

No. If you have cold or flu-like symptoms you should be self-isolating for 10 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.

Social distancing constraints have been withdrawn. We will still keep you updated about busy trains using our 'How busy is my train?' tool. If you are concerned about avoiding busy trains we recommend avoiding the last service of the day is you can.

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. We recommend passengers wear face coverings out of respect for others, unless exempt. 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. In crowded spaces, unless exempt, wear a face covering out of respect for others.

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.

Face coverings are not mandatory for passengers to wear; however, there may be occasions that our staff may ask passengers to wear a face covering out of respect for others.

Face coverings are not mandatory for passengers to wear when travelling; however, there may be occasions that our staff may ask passengers to wear a face covering out of respect for others.

The rail industry is working together to follow government guidance and will expect people to continue to wear face coverings in crowded spaces. In addition, train operators will be continuing with extra cleaning. Trains are well ventilated with air regularly refreshed and we’ve improved information about the busier and quieter times to travel. This all means that people can continue to travel with confidence.

In enforcement terms, using the National Rail Conditions of Travel to mandate the wearing of face coverings would mean our colleagues having to remove from trains people who are not wearing a face covering. We believe that the best approach is to follow the government guidance by making it clear to people that we expect them to wear masks in crowded spaces, and that the vast majority of people will want to continue to do the right thing and protect others, just as they have done throughout the pandemic.

In line with government guidance we expect customers to wear face coverings in crowded places, out of respect to others and as a matter of personal responsibility.

We will be following government guidance and expecting people to continue to wear face coverings in crowded spaces. In addition to this, train operators will be continuing with extra cleaning. Trains are well ventilated with air regularly refreshed and we’ve improved information about the busier and quieter times to travel. This all means that people can continue to travel with confidence

People will need to use their own judgement, just as they will in many other settings from 19th July. We’re confident that the vast majority of people will want to do the right thing, help protect others and wear a mask if their train is getting busy. We will be reminding them that that is what we expect.