Cancelling a service is not a decision taken lightly and the first concern of our Control Team is to ensure that customers will still be able to reach their destinations. This is usually by means of ticket acceptance with an alternative Train Operating Company. Once this has been confirmed information is passed to all stations affected for staff to convey to passengers.
The best place to find up to date information is our Twitter page (https://twitter.com/GC_Rail)
You will not need an account to view this information.
Should you require immediate information concerning a particular journey (i.e. train departure/arrival times, optimal routes) I would recommend that you contact our Customer Relations Team on 0345 603 4852 Monday – Friday 08:00 – 18:00
Or the out of hours team - Monday – Friday 18:00 – 22:00 and 08:00-22:00 Saturday and Sunday 08:00-22:00.
If the train you purchased a ticket for is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on another train (although a seat cannot be guaranteed). If, as a result, you decide not to travel, a refund will be offered on completely unused tickets and you will not be charged an administration fee.
To apply for a refund, you will need to return your tickets back to the point of purchase (if they were bought at a station). If your tickets were purchased via the Grand Central website, you will need to post the tickets to address below with a brief explanation of the events that led to this request.
Grand Central Refunds
PO Box 23972
Please be aware that if you purchased your tickets somewhere else but send them to our refunds department, Grand Central will not be able to refund you back as you have to go back to the point of purchase.
Tickets must be returned within 28 days of their expiry date. We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.