How can we help?
Check out our self service support options
Welcome to our help and support centre
Here at Northern, we are dedicated to ensuring that your journey is as smooth and enjoyable as possible. We’ve made significant enhancements to our self service support options, so you can easily find the assistance you need.
How to reach us
Whether you’re seeking information about refunds, need to make a claim, or wish to report an issue, we are eager to assist you.
Onboard Assistance
If you encounter any challenges during your time on one of our trains, please remember we are here for you! Here are some easy ways to get support:
Try out chatbot today
Find our chatbot in the bottom right corner of the page. Just select ‘Chat with an expert’ to start a conversation. If it isn't showing, you'll need to accept 'functional cookies' within cookie settings in the bottom left of the page.
Assisted travel
Our dedicated Passenger Assistance team can help older and disabled customers travel throughout stations and provide guidance when getting on and off trains. For the best experience, we recommend booking this service in advance so we can cater to your specific needs.
Book assistance
We're here to help getting on and off the train and around the station.
Travelling with a mobility scooter
Find out which stations are scooter friendly and apply for a ready rail pass.
Northern Assisted Travel Support
Our new assisted travel support team is available on WhatsApp
Connect with us on WhatsApp
Stay informed while you’re on the go! Our WhatsApp live chat offers real-time train information and support.
You can follow the button below or text "Hello" to 07870 606060.
Connect with us on socials
We are actively engaged on X (formerly known as Twitter) or Facebook. . Don’t hesitate to reach out—we love connecting with you!
Postal enquiry
Prefer to communicate through traditional mail? Feel free to write to us at: Freepost NORTHERN RAILWAY.
When sending us anything in the post, please ensure you include an accompanying letter to explain what you're sending, why you're sending it and what your desired outcome would be. This helps the team to manage your query as quickly as possible.
After your journey
Lost property
If you find you've left something on a Northern train, get in touch and we'll work to find it for you.
Your comfort and satisfaction are our highest priorities. Thank you for choosing Northern; we are truly excited to support you on your journey!
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.