Are you travelling alone?
Can I see your railcard?
Can I write it down for you?
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