CrossCountry Trains Terms and Conditions
Please read the following in relation to www.crosscountrytrains.co.uk pages
Please read the following in relation to www.crosscountry.trainsfares.co.uk pages
The booking engine transactional pages - those with a web address prefixed by www.crosscountry.trainsfares.co.uk - are, meanwhile, managed by Trainline.com Limited ("Trainline") and, as such, your use of this part of the website should be in accordance with Trainline's Website Usage Policy.
TERMS AND CONDITIONS RELATING TO THE ONLINE PURCHASE OF TICKETS
Agreement between the customer and thetrainline
Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Trainline.com Limited (also referred to as "we", "our" and "thetrainline"), via our website at www.crosscountry.trainsfares.co.uk (the "Website").
Supply of train tickets
Your train journey
The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Carriage (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.
thetrainline is therefore not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types.
Third party services
You can buy third party products and services, other than train tickets via the Booking Service. When you make such a booking via the Booking Service, and your preferred product or service is available, the contract for such third party services (for example, travel insurance or hotel bookings) will be between the relevant supplier and you. We are not a party to any such contractual relationship and you should read the terms and conditions applicable to such third party services carefully.
Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: 50 Farringdon Road, London, EC1M 3HE.
Trainline.com Limited is registered with VAT number 791 7261 06, however, train tickets are currently Zero rated for VAT and so VAT receipts are not routinely offered.
You can contact our customer services department us by using the contact details supplied in the "help" link.
thetrainline is a trading name of Trainline.com Limited.
Use of the Booking Service
Our Booking Service offers an impartial service selling tickets available around the UK representing all train operating companies.
The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.
You confirm that you are at least 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.
By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.
You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).
You may be able to use our Booking Service as a guest (i.e. without logging in or registering as a new user). Where you are already a registered user of our Booking Service and you use our Booking Service as a guest and make a purchase(s), your transaction data for such purchase(s) will appear in your "My account" section of your registered account.
Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade craft or profession only.
National Rail Conditions of Carriage
The National Rail Conditions of Carriage (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Carriage. Where the rights set out in the National Rail Conditions of Carriage are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.
The National Rail Conditions of Carriage entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
Fees and charges
There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.
You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges).
Issue of tickets
Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.
When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.
Getting your tickets
We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.
Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.
Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.
International post: We will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.
Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.
If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.
E-ticket / print@home: For some bookings we allow you to print your own ticket.
You must ensure that you print the ticket clearly on A4 paper and carry the ticket with you when you travel.
Tickets are only valid when accompanied by the correct identification selected whilst making the booking.
Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.
Some train operating companies apply additional restrictions to the use of e-ticket / print@home - you must note any additional restrictions notified during the booking process.
M-tickets / Mobile tickets: For some bookings we allow you to travel with paperless tickets delivered to your mobile phone ("M-tickets").
When booking such tickets via the Website, you must check that your mobile phone is compatible with our tickets by downloading a test ticket where indicated prior to purchase.
It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when you travel.
Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance.
You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.
For identification purposes you must also carry the credit/debit card used to make the booking (If tickets have been booked for more than one passenger, all passengers should travel together and the lead passenger must carry the credit/debit card used to make the booking).
We shall not provide duplicate or replacement tickets. The ticket must be stored on your mobile phone until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.
By purchasing a M-Ticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your mobile phone and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
Some train operating companies apply additional restrictions to the use of M-Tickets - you must note any additional restrictions notified during the booking process.
Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.
If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.
You must carry your Smartcard with you when you travel.
You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.
Some train companies apply additional restrictions to the use of Smartcards - you must note any additional restrictions notified during the booking process.
Changes, cancellations and refunds
Whether tickets can be amended and/or cancelled and refunded is determined by the ticket type and these are decided by the train operating companies offering you the fare. We recommend you check these when booking your ticket to ensure you are buying a ticket which meets your requirements.
If you want to amend the date and time of your booking, and your ticket is amendable, you can make an application for change by telephoning 0870 024 0465. Unless the change is required due to our breach of these terms or our negligence, a charge will apply per ticket for all changes as stipulated in the ticket terms and conditions. Unfortunately, even where amendment to the date and time of travel is possible, we cannot change the stations you chose to travel between.
If you want to cancel your booking and your ticket is refundable, you can make an application for a refund online or by telephoning 0870 024 0465. We will (unless the cancellation/refund is required due to our breach of these terms or our negligence) charge you a refund fee per ticket to process a cancellation or refund. Please note that that where a refund is made it shall be for the ticket price only, and any associated booking fees are non-refundable.
The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.
If you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0870 024 0465 and in the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.
Please note that you will be responsible for the cost of returning any unused, cancelled, exchanged or refunded tickets to us should we require you to do so.
We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.
Compensation and Refunds for delayed or cancelled journeys
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so.
Trainline.com Limited is an appointed representative of Columbus Travel Insurance Services Limited, trading as Columbus Direct, which is regulated and authorised by the Financial Services Authority with number 311897. The insurance is underwritten by Professional Travel Insurance Company Limited.
For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.
We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.
Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Carriage and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.
Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any re-imbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.
We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.
Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims.
We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service.
These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.
If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).
The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.
You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Booking Service.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.
Active Collection of information
Some areas of the Website require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address or phone number). We only collect such information when you choose to supply it to us. You confirm that you will only enter information about yourself and that such information is true.
Passive Collection of Information
We use the following cookies on our Website:
Systems cookies: These cookies are created each time you visit our Website and are automatically deleted when you leave our Website and close your web browser. They ensure that the Website works correctly. They also make sure that we remember the fact you are logged in once you log in, and remember the selections that you make as you use the Website. The Website will not work properly without these cookies.
Identification cookies: These cookies help us remember who you are when you come back and visit our Website and allow you to access your favourite journeys before you log in. These cookies are retained for up to two years after you visit our Website.
Web analytics cookies/Marketing effectiveness cookies: These cookies allow us to understand general customer behaviour on our Website; such as which bits of our Website customer's use, where they exit the Website and, if anything goes wrong, where it happens; helping us to make our Website better. We also track how customers found our Website, for example which search engine was used or which online adverts were clicked on before visiting our Website, helping us understand our marketing effectiveness. Data is anonymised and aggregated so we can monitor trends and count visitors rather than tracking individual customers. They have no impact on what you see on the Website and do not store or track any of your personal data.
These cookies are an important part of providing you with an effective service. By using our Website you consent to us creating and retrieving these cookies. By using our Website you agree that you are aware of and understand that these cookies are used on our Website and the purposes for which they are used.
Most web browsers allow you to configure your browser settings to refuse all or some cookies. How you do this will depend on the web browser you use. However, if you use your browser setting to block all or some cookies it will result in our Website not operating correctly.
Use of Information collected
Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments or confirming orders, and to personalise your shopping experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.
Sharing of Information
We may share your personal information with third party service providers (including service providers outside of the EU) for the purpose of processing a booking reservation, hotel or travel insurance product or otherwise in relation to fulfilling a booking you have made via the Booking Service. These service providers will only have access to the personal information needed to perform the relevant service and may not use your personal information for any other purpose. They will also be required to use your personal information strictly in accordance with data protection laws, including maintaining adequate security measures to protect such personal information.
We may also share your personal information (a) with your employer or your employer's travel agency if you are purchasing your ticket as a result of your Employer's Agreement or your Employer's Travel Agency Agreement (as applicable); (b) with any person who takes over our business to use your personal information on the same basis as we do; (c) with the train operator whose services you book; or (d) with legal or regulatory authorities where we are lawfully requested or required to do so, or voluntarily to the Police and similar law enforcement agencies (including fraud prevention and detection), other government agencies or third parties. Season ticket holders may be contacted for survey purposes about the journeys you make with your season ticket.
We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.
Links to third party Internet sites
Access to Personal Information
You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: CrossCountry Trains, c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.
WEBSITE USAGE POLICYThis Website is provided by Trainline.com Limited on the terms set out in this Usage Policy. By using the Website you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Website or Booking Service. This Usage Policy supplements our Terms and Conditions .
Use of the Website
You agree to use the Website only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Website. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website.
If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the Website.
If you register your details with us using our Website registration process, we will send you your registered account details (including your password) on completion of the registration process.
Your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.
"thetrainline.com" and "the trainline.com" logos and "thetrainline", "the trainline", "Qjump" and "Q Jump" word marks are some of the registered trademarks owned by us. Other product and company names featuring in the Website may be the trademarks of their respective owners.
All contents of this Website, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.
You may not reproduce any part of the Website in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Website or "frame" the Website unless we agree in writing in advance. Use of any automated system or software to extract data from the Website (including screen scraping or account aggregation) is prohibited.
While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Website. If you believe that you have noticed an error, please write to us to let us know.
We take measures to keep this Website free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this Website or a third party website, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
We cannot guarantee the availability of the Website. As with any service over the Internet there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Website or Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.
To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the Website or Booking Service or any of the content.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content which we link to from the Website or within the Booking Service, (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers website carefully.
Version May 2012-b
More rail information available from www.nationalrail.co.uk.