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Customer Information - 
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See our most frequently asked questions below:

You can book online using our online form. 

Our Passenger Assistance team are on hand to help, plan your journey, book assistance, or answer any queries you may have. 

Trains serving our customers across the north are more accessible than ever before. We are now able to offer our customers who use mobility scooters access at more than 160 stations and 28 routes across our network which are also accessible. For more information, please see our Mobility Scooter webpage.

Assistance is available whether you have a visible or invisible impairment, this can be booked in advance or by speaking to a member of our team, when you travel.  We recognise the Sunflower lanyard and have partnered with them to create a priority seating card.  This can be requested by emailing our team

Our passenger assistance team can help if the station you want to travel to or from is not accessible.  We will be happy to provide alternative transport to ensure you can make your journey.

Northern is dedicated to providing the best service possible for their passengers, and although the majority of our trains run on time, unfortunately, delays and cancellations do occasionally happen.

If you have booked passenger assistance, please make a member of staff aware that your train has been cancelled and they can help with alternative arrangements.

Alternatively, our dedicated passenger assistance team can help 0800 138 5560 (Text Relay 18001 0800 138 5560).

There is nothing stopping you from catching a different Northern train if your service is cancelled. Just check our timetable to find an alternative train.

If the train you planned to catch is cancelled, you are entitled to claim a full refund on your ticket. A delay allows you to claim compensation, although the amount you can claim depends on the length of the delay.

Northern have designed Delay Repay specifically for a train not running on time. It works by offering passengers compensation if they arrive at their station 15 minutes or more after they were meant to because a Northern train was delayed or cancelled.

A wheelchair user and a person wearing a sunflower lanyard next to the word "A better way to go for everybody". On a yellow background.

Accessibility Hub

Join us on the journey to a more accessible North. We believe train travel should be easier for everyone. That’s why we’re making some big improvements, working hard to make our stations, trains and communities more accessible based on your valuable ...

Visit our hub for more information

Northern App

Streamline your journey and get tickets straight to your phone. Making your journey contact-free.

Northern App

Streamline your journey and get tickets straight to your phone. Making your journey contact-free.