Please read our terms and conditions for Season Tickets before booking.
1. When you purchase a Season Ticket for the first time, you will need to provide a passport-sized photograph. This will enable us to issue you with your photocard, which must accompany your Season Ticket. Your photocard can then be used with any further Season Ticket that you purchase. Please remember, children may require proof of age. If a photocard is lost or the true likeness of the holder changes, a new photocard is required before it can be used with a Season Ticket. We will issue a replacement Season Ticket with the new photocard serial number in these circumstances. An administration charge may be made.
2. Duplicates and refunds are available for holders of monthly or annual Season Tickets. Only one replacement will normally be allowed. You must inform the office from which it was bought as soon as possible and agree to return the lost ticket if found. An administration charge will be made. A second replacement may be allowed if the original Season Ticket is returned to us within one month of notification of the loss, or if the first or second request for a duplicate arose as a result of theft, robbery, fire or other exceptional circumstances, the facts of which have been reported to the police, the fire service or another appropriate body. No more than two duplicate Season Tickets will be issued within any 12-month period under any circumstances. A refund may be made on monthly (or longer duration) tickets from the issuing office provided that there are at least seven days validity remaining. A refund is calculated from the date the Season Ticket is returned.
Direct Debit payments/guarantee
3. The Direct Debit scheme is only available to National Express East Coast annual Season Ticket Holders making the journeys indicated in bold on the table below and is not available for any other ticket. All conditions relating to Season Tickets apply.
4. This guarantee is offered by all banks and building societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society.
If you would like to pay for your Season Ticket by Direct Debit simply complete a Direct Debit mandate which is available at National Express East Coast Travel Centres and online. Just take it into a National Express East Coast Travel Centre along with your completed application form. You will also need to bring along the following:
- Current Season Ticket (if renewing)
- 2 forms of ID (e.g. gas bill, driving licence)
- Valid photocard or passport photograph
- Bank or Building Society details including account number and sort code
Please note that a completed application form must be presented at least 24 hours in advance of the intended start date of your Season Ticket.
If the amounts to be paid or the payment dates change, National Express East Coast will advise you 10 working days in advance of your account being debited or as otherwise agreed.
If an error is made by us or your bank/building society, you are guaranteed a full and immediate refund from your branch of the amount paid.
You can cancel a Direct Debit at any time, by writing to your bank or building society. Please also send a copy of your letter to us – National Express East Coast Treasury Department, Main Headquarters, Station Road, York, YO1 6HT.
At the time of purchase you will be asked to pay 25% of the overall total. The remaining cost will be collected in four further instalments, approximately every two months.
GNER365 terms and conditions
5. GNER365 was a member’s benefit scheme promoted by Great North Eastern Railway Ltd, Station Road, York YO1 6HT. The scheme was closed on 08/12/2007.
6. NXEC Trains Ltd will honour the redemption of existing benefits under the GNER365 membership scheme, subject to the following terms and conditions. No new members will be accepted into the scheme and existing memberships will not be renewed.
7. National Express East Coast reserves the right to withdraw, terminate or modify the redemption of benefits at any time. Where possible, reasonable prior notice will be given.
8. The GNER365 benefit card will remain the property of National Express East Coast and the member shall return it to National Express East Coast on request.
9. The GNER365 card entitles the Season Ticket Holder it was issued to the benefits offered by the scheme. It is not a credit card or charge card.
10. Each cardholder shall take every possible care to prevent his/her GNER365 card being lost, mislaid or stolen.
11. Only one GNER365 benefit card per person is allowed at any one time and the card is non-transferable. Cardholders shall not pass his/her card to any other person, except in the course of presenting it to on-board staff.
12. National Express East Coast accepts no responsibility for lost or stolen benefit cards. Replacement cards will only be issued at the discretion of National Express East Coast. If the cardholder retains or recovers possession of the GNER365 benefit card after it has been reported as lost or stolen or liable for misuse, the card must not be used but must be cut into four pieces and returned immediately to National Express East Coast.
13. The cardholder may cease to be a cardholder by giving written notice to National Express East Coast to that effect, which must be accompanied by the card (which must be cut into four pieces if returned by post). Until such termination becomes effective National Express East Coast may, at its discretion, re-issue cards to the cardholder.
14. The cardholder shall immediately notify National Express East Coast of any changes of his/her name, address or email.
15. The GNER365 card and benefits arising under the GNER365 programme are non-transferable or assignable in whole or in part, but are personal to the Standard annual Season Ticket Holder they were issued to. The Season Ticket Holder must be present with their Season Ticket, photocard ID, and GNER365 benefit card, all of which must bear the same expiry date and photo card number, to access the GNER365 benefits.
16. No alternative cash equivalent or refunds may be given for any benefits received as part of the GNER365 scheme. GNER365 benefits are not eligible for re-sale. If rewards or benefits are deemed to have been sold to a third person, National Express East Coast has the right to terminate membership.
17. The provision or supply of goods or services by third parties are subject to the relevant third party’s own terms and conditions. National Express East Coast will not be liable for any loss or damages arising from the provision or non-provision of goods or services over which National Express East Coast has no control.
18. All products and services offered are subject to availability.
19. National Express East Coast reserves the right to disclose personal data to third parties to verify the identity of the card bearer. National Express East Coast will not be liable for any failure by any parties to accept or honour the GNER365 benefit card.
20. These terms and conditions are governed by English law and do not affect your statutory rights. By using the GNER365 card, you are deemed to accept these terms and conditions. Where these terms and conditions are modified by National Express East Coast, members shall be deemed to accept such modifications by retention or further use of their GNER365 card. Any printed statements made by National Express East Coast regarding this scheme form part of these terms and conditions. National Express East Coast’s decision shall be final and binding in all matters regarding the programme.
Reward terms and conditions
21. GNER365 benefit cardholders are entitled to redeem up to 4 x single weekday upgrades to First Class, to be used over the course of their current Season Ticket. Upon expiry of their current season ticket, all benefits from the scheme (whether redeemed or not) will cease to apply.
22. An upgrade can only be accepted if a GNER365 card is produced along with a Standard annual Season Ticket and photocard ID. The benefit card and Season Ticket should bear the same expiry date and photocard ID details to be valid. If any one of these three elements cannot be produced, or the details do not match, no upgrade can be permitted.
23. To use a First Class upgrade, please contact the train guard on boarding the train. Upgrades will be permitted on a first come, first served basis, subject to space being available. The guard’s decision is final.
24. Once an upgrade has been allowed, the guard will punch one of the red boxes on the GNER365 benefit card to show it has been used.
Season Duo tickets terms and conditions
25. A Season Duo ticket allows a First Class return journey to be made on National Express East Coast services for two people.
26. A Season Duo ticket (i.e. a first class return ticket for two people) is approximately the same price as one First Open Single ticket for the same journey.
27. This ticket must be used by the Season Ticket Holder and cannot be passed to friends and family. To be valid, two people must be travelling on this ticket, one of whom must be the Season Ticket Holder. A standard Season Ticket, photo ID and GNER365 benefit card must be presented on board to validate this ticket. If one of these elements cannot be presented, you will be charged the appropriate fare for that journey.
28. The Season Ticket Holder must book their tickets and seat reservations at least seven days in advance of the outward travel date. The tickets and reservation coupons will be sent to you.
29. To book a Season Duo ticket, call the booking line on 08457 225 225 quoting the ‘Duo’ offer.
30. These Duo tickets are valid for travel on any day of the week but must include a Saturday night stay away. Please note that Season Duo tickets are only available on a selection of National Express East Coast trains. Tickets are subject to availability.
31. The return journey must be made within one calendar month of the outward journey and both outward and return journeys must be booked at the same time. You may not break and resume the journey at an intermediate station except to change to/from connecting National Express East Coast trains as reserved.
32. Travel times and dates can be amended no later than 18.00 on the day before the original date of outward travel. Changes are subject to availability and a £10 amendment fee per change will be charged.
33. A full refund minus a £10 cancellation fee applies for those Duo tickets that are wholly unused.
34. All passengers are carried subject to normal terms and conditions of National Express East Coast and the National Rail Conditions of Carriage. Up to two children under the age of five per Season Ticket Holder can travel free but no reservation can be issued. Children aged five-15 pay £10. Children over 16 pay full fare.
34% off National Express East Coast Super Advance 4, single tickets
35. All Season Ticket holders are able to claim a 34% discount on Standard Advance 4 tickets. These tickets are available on selected National Express East Coast services.
36. This offer is unlimited.
37. This offer is available to all Season Ticket Holders, plus one other accompanying person. A valid Season Ticket and photo ID must be present on board along with the discounted tickets. If one of these elements cannot be presented, you will be charged the appropriate fare for that journey.
38. Tickets can be booked at a National Express East Coast Travel Centre or by calling the Season Ticket booking line on 08457 225 125.
39. Standard Advance 4, single tickets must be booked by 18.00 the day before travel and are subject to availability.
40. Standard Advance 4, single tickets are only valid for the date, National Express East Coast train(s) and reserved seat(s) shown on your ticket(s), plus those of appropriate connecting train companies.
41. On some off-peak trains, cheaper undiscounted Standard Advance single fares may be available.
42. Changes to Travel Plans:
a. These are permitted up until the time of departure of the train shown on your ticket(s). After departure time, your ticket has no value and a new ticket must be purchased.
b. Changes to tickets cannot be made on-train. A new ticket must be purchased if you board a National Express East Coast train without a ticket and reservation for that service.
c. Changes to tickets can be made at most manned stations. A change is allowed provided the origin and destination are the same and travel is still by National Express East Coast for all or part of the journey. Changes can only be made for dates that are open for reservations – normally around 10 weeks in advance.
d. For each change that you make, you may have to pay an additional charge, up to the appropriate fare for your new journey, plus a change fee of £10 per single ticket. If you change onto a train where a cheaper fare is available, the difference will not be refunded. Please remember that you will need to present your ticket(s) and reservation(s) when you request your change.
43. You may not break and resume your journey at an intermediate station except to change to/from appropriate connecting trains where these are shown on your ticket(s).
44. Your ticket is non refundable should you decide not to use it. If the National Express East Coast train on which you are reserved 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), or to refund your ticket provided your journey has not yet commenced.
£1 Buffet vouchers
45. This voucher entitles the GNER365 cardholder to £1 worth of food or drink purchased from the buffet, trolley or at-seat menu on National Express East Coast services only. It is not valid for use in the Restaurant.
46. This voucher is only valid for use by the Standard annual Season Ticket Holder to whom it was issued and cannot be passed to friends or family members.
47. This voucher has a cash redemption value of 0.001p and cannot be re-sold. Any attempts to do so will result in the suspension of all benefits on offer.
48. To be valid, this voucher must be presented with a valid Standard annual Season Ticket, photocard and GNER365 benefit card. The Season Ticket and benefit card must bear the same expiry date and photocard ID. If not, this voucher cannot be accepted.
49. This voucher must be used by the expiry date stated on the front. Should the voucher not be used by this date, no replacement will be issued. National Express East Coast takes no responsibility for lost, stolen or damaged vouchers. Replacement vouchers will not be issued.
50. All offers are subject to availability.
51. No change will be given.
52. National Express East Coast reserves the right to suspend or cancel this voucher if fraudulent use is suspected.
Seat reservations
53. Please allow up to seven days for seat reservations to be processed.
54. Failure to collect the form or occupy seats may result in the withdrawal of these facilities.
55. National Express East Coast reserves the right to offer alternative services or accommodation.
56. Reservations can only be taken up to eight weeks in advance.
57. Only one application form can be made per season ticket for each two-week period.
58. The reservations are not valid unless they are accompanied by the correct Season Ticket.
59. You can only make reservations at the origin point for your Season Ticket.
60. All the fields must be completed in order for the reservations to be processed.
61. The information in this form will only be used to process your reservation and will not be used for marketing purposes.
62. National Express East Coast has the right to withdraw or modify this facility. Where possible, reasonable prior notice will be given.
Communications
63. By completing the online registration form, you are agreeing to receive National Express East Coast news updates via email. Emails will be issued at National Express East Coast’s discretion.
64. The Season Ticket Holder shall immediately notify National Express East Coast of any changes of his/her name, address or email.
65. The Season Ticket Holder may cease to receive National Express East Coast news updates via email by giving email notice to National Express East Coast to that effect. Until such termination becomes effective, National Express East Coast may, at its discretion, keep issuing emails to the Season Ticket Holder.
National Express East Coast reserves the right to change these terms and conditions without notice at any time. Up-to-date terms and conditions can be found on this website.
Definitions
In the Conditions, the following words and expressions have the following meaning:
National Express East Coast – NXEC Trains Limited, 7 Triton Square, London, NW1 3NG. Registered in England No. 5876737.
'GNER' – Great Northern Eastern Railway Limited, Sea Containers House, 20 Upper Ground, London, SE1 9PF. Registered in England No. 2938984.