East Coast Train Timetable 14 December 2008 – 16 May 2009 First Edition Wireless Internet now free for all. Wi-Fi is now totally free on board National Express East Coast trains, but if you’re experiencing difficulties or need a bit of help using the Wi-Fi service, give the support team a call and we’ll get you online in no time. t. 08451 25 44 55 e. [email protected] Welcome to National Express East Coast We want all of our customers to be happy with our service whenever and wherever they travel with us. We believe that this means more than just getting people from A to B. Whether you require assistance buying a ticket or need general information at the station or on-board the train, we’re here to help. This booklet provides information about National Express East Coast that will help you to arrange your journey and to make travel simpler. Your comments Your views are important to us and all suggestions are greatly appreciated. To contact our Customer Relations Team call, email or write to us: 08457 225 333 [email protected] National Express East Coast 2nd Floor, Baron House Neville Street Newcastle upon Tyne NE1 5DN 1 Useful contacts Ticket sales and information: Online: nationalexpress.com Telesales: 08457 225 225 Group Travel: 08457 225 010 For parties of 10 or more Business Travel: 08457 225 125 For corporate and account holder bookings Assisted Travel: 08457 225 444 Textphone: 08451 202 067 Eurostar Booking Service: 08457 225 444 nationalexpresseastcoast.com/eurostar Cycle Reservations: 08457 225 225 National Rail Enquiries: 08457 48 49 50* (24 hours) Textphone: 0845 60 50 600 (Daily 06.00 – 21.00) nationalrail.co.uk *Please note, calls to this number may be recorded. 2 Published timetable direct to your mobile phone: The National Express East Coast published timetable can now be easily downloaded on a WAP enabled mobile phone. Simply text ‘NXEC timetable’ to 60030* and follow the instructions. *Please note, standard mobile network rate applies. Train tracker: 0871 200 49 50* (24 hours) For automated journey planning and train running information. Alternatively text ‘dep’ or ‘arr’ plus the name of the station you are travelling to or from to 84950. *Please note, calls to this number may be recorded. Wi-Fi Support Team: 08451 25 44 55 Email: [email protected] Hotel Booking Service: 0871 221 2711 nationalexpress.com/hotels PlusBus information: plusbus.info 3 Getting you there on time Improving punctuality National Express East Coast and Network Rail know just how important a punctual and reliable train service is to you. Train punctuality is one of our key business objectives. We are committed to improving our service and aim to significantly increase the number of East Coast services arriving on time from the current level of eight out of ten trains to nine out of ten. Train doors closing To deliver improved performance for you and to ensure trains leave safely and on time, King’s Cross barriers will be closed up to two minutes before departure and the service will be taken off the customer information screens. At intermediate stations, train doors will be closed up to one minute before departure. If you do not intend to travel, you are advised not to board the train. For more information on our plans to improve performance, plus updates on how we’re doing, please look out for posters at stations or visit our website: nationalexpress.com 4 Connection times If you are changing trains please allow at least five minutes to make your connection. At certain stations more time is required to change trains. These are generally larger stations and the extra time is required as you may need to change platforms to catch your next train. King’s Cross 15 minutes Stevenage 7 minutes Peterborough 8 minutes Newark North Gate 7 minutes Grantham 7 minutes Retford 10 minutes Doncaster 7 minutes Wakefield Westgate 7 minutes Leeds 10 minutes York 8 minutes Darlington 7 minutes Newcastle 8 minutes Glasgow Central 15 minutes Edinburgh Waverley 10 minutes Connecting services may be provided by an operator other than National Express. 5 Travelling with us Checking train times It’s always worth confirming your train times before travelling as they can sometimes change. You can check them on our ‘Live Train Times’ page at nationalexpress.com or at nationalrail.co.uk Published timetable direct to your mobile phone You can now download the full published National Express East Coast timetable to a WAP enabled mobile phone. Simply text ‘NXEC timetable’ to 60030* and follow the instructions. This will only take you a couple of minutes, giving you the option of leaving your printed copy at home or at work. *Please note, standard mobile network rate applies. Train updates by email or SMS We have launched a new mobile and email service for commuters and regular travellers that will update you with live train information related to your journey. To sign up for this free service just go to nationalexpress.com/eastcoastlive, fill in the registration form and we will then send you a text message or email if there are any changes to the train service you’ve registered an interest in. 6 Free Wi-Fi for all Now you can really make the most of your time. Connection to Wi-Fi is free of charge for all of our passengers, both on-board as well as in all of our First Class Lounges and throughout York station. Once your laptop has established a connection, you can get online straight away. Our Wi-Fi Support Team are here to help if you experience any problems. You can contact them on 08451 25 44 55 or email [email protected] On-board Restaurant and Café Bar If you’re feeling a little hungry, why not take a look at our great on-board catering facilities, available from the Café Bar. We offer a range of delicious hot and cold drinks, sandwiches, snacks and sweet treats for you to choose from. A trolley service is also available throughout Standard on most trains which offers a selection from our Café Bar. Our First Class At Seat menu offers you a selection of delicious meals and hot and cold snacks to enjoy from the comfort of your seat. There’s also a full drinks menu including a selection of fine wines. For something more substantial visit the Restaurant; for details of trains offering this service visit nationalexpress.com/restaurants 7 Quiet Coach If you’re looking for some quiet time then Coach B is the designated Quiet Coach. Please remember to use all electronic equipment quietly and to switch your mobile to silent mode. Please do not make or receive mobile calls in the Quiet Coach. No smoking It is against the law to smoke anywhere on our trains or stations, including the open platforms, toilets and immediately outside the entrance doors. Wheelchair spaces Wheelchair spaces are available in Coach L in First Class and Coach F in Standard accommodation. Spaces can be booked through our Assisted Travel team on 08457 225 444. Reserve a seat With Advance tickets, you will automatically receive a complimentary seat reservation. If you would like to guarantee a seat, ask for a reservation when you book. Please note, seats cannot be reserved for bookings made after 18.00 the day before travel. We advise you to keep your reservation confirmation and ticket with you at all times. 8 Luggage You are allowed three pieces of luggage: two larger items each weighing no more than 50kg and no bigger than 90 x 70 x 30cm, and one smaller piece of hand luggage. There is a charge for additional luggage or for any items exceeding the weight or size restrictions. Please ask a member of staff for details. Make sure you label your luggage and be careful when stowing it. Larger items can be placed in the guard’s van but there may be a charge for this. Arrive early at the station and talk to a member of staff. Security of belongings Please ensure that your luggage is clearly labelled and in sight at all times. Please do not leave personal items such as laptops or mobile phones unattended. If you move about the train please ensure you take them with you. For security reasons, your property may be removed if you leave it unattended in the station or on-board. 9 Cycles We welcome passengers with bicycles on our trains, but space is limited and there are a maximum number of bikes we can carry on each service. Cycle reservations are compulsory on all our trains; they are free of charge and must be made 24 hours before travel. For more information and to make a cycle reservation phone us on 08457 225 225. Please arrive at the station platform with your bicycle at least five minutes before departure. Pets Your pet can travel free of charge, so long as it doesn’t take up a seat. Special arrangements will be made for passengers who are travelling with an assistance dog booked through our Assisted Travel team on 08457 225 444. Engineering works Network Rail usually carries out track maintenance and renewal work at weekends or Bank Holidays, or occasionally early weekday mornings or late evenings and can be subject to change. It is best to ask about any planned work before buying your ticket and prior to making your journey, especially if travelling over the weekend. 10 When planned engineering work is taking place, we will display posters that inform you about alterations to services.