Are you travelling alone?

  • Can I see your railcard?
  • Can I write it down for you?
  • Can you write it down/on your phone for me please?
  • Do you have a railcard?
  • Do you have any photo ID?
  • Everyone has to get off the train (all change)
  • Everyone has to leave the station immediately
  • Hello can I help
  • Here are details of someone you can contact
  • Here is a timetable/I have a timetable here
  • Here is some general information about tickets and fares.
  • Here is some information about how and when to get a refund.
  • I can help you to buy a ticket from the ticket machine.
  • I will (phone) call someone for help
  • Is this your bag?
  • Let me show you a different route
  • Let me show you another route
  • Please can I see your ticket?
  • Please try to stay calm
  • Shall we use the video relay service?
  • Thank you
  • That train has been cancelled
  • That train has been delayed.
  • The toilets are ‘out of order’/not working
  • The train has been delayed
  • The train will be running more slowly
  • There are no services from this station due to engineering works.
  • There are replacement bus services from outside the station
  • There is a fault/problem with the train.
  • There is a security alert
  • There is free Wi-Fi at this station.
  • This train does not go to that station
  • This train will not stop at that station
  • We will be waiting here for some minutes
  • You are on the wrong train
  • You can’t get to that station from this station.
  • You have to change trains.
  • You may be able to get a refund if your journey was delayed for 30 minutes or more.
  • You will have to buy another ticket
  • You will have to get off/change trains at the next station
  • You will need to be in the back part of the train
  • Your ticket is not valid on this train
  • Your ticket is standard class, and you are currently sat in first class, would you like to upgrade?
  • Due to disruption you will need to take an alternative route
  • You can contact our customer relations using video relay service. Details on our website
  • Your ticket is not valid without the railcard. You will need to purchase a new ticket.
  • You can claim Delay Repay compensation if you are delayed by 30 minutes or more. Contact Customer Relations