I Have A Question

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

• We want you to feel confident when travelling by rail and recognise the importance of providing flexible travel arrangements.
• You may choose to ‘turn up and go’ without booking assistance in advance. If you require assistance at short notice, please make yourself known to a member of staff or use a Help Point on arrival at the station.
• At staffed stations, colleagues will provide assistance wherever reasonably possible. However, there may be occasions when assistance cannot be provided immediately, for example if staff are assisting other customers, dispatching trains, or managing platform safety.
• Where staff are unable to assist straight away, they will explain the reason clearly and will make every reasonable effort to provide assistance as soon as possible.

Please read about our trial of Turn Up and Go here. 

Look at the National Rail advice here. 

Apply for your mobility scooter permit here. 

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 your journey is delayed please listen out for at station updates, and if your train is cancelled you can travel on other Northern trains (before or after your original time) to get you to your destination that day. 

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. 

Cancelled

If the train you planned to catch is cancelled, you are entitled to claim a full refund  on your ticket. 

Delayed

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.
 

Customers are at the heart of all that we do. However, sometimes things go wrong and we may not be able to provide the level of service that we promised. We value any feedback that our customers provide and use this in positive ways to improve the level of service we offer
 

Use our help website for the complaints  form. 

Please navigate to our  Before You Travel Page  to get both easy read PDF's and BSL videos.