Thanks for getting in touch.

Thank you for your email. We usually aim to respond to all contact within
5 working days, however it may take us up to 20 working days to respond
depending on the complexity of your complaint.

If your enquiry is regarding an upcoming journey, please call us on 0345
600 1671 and quote the reference number in the subject field of this
email.

Delayed Journey?
If you are contacting us about a delay to your journey, the fastest and
easiest way to get this processed is by using our online portal.
Please visit our website and re-submit your claim using the following
link: www.tpexpress.co.uk/help/delay-repay-com...
We will ensure that your case with the above reference number is closed to
prevent any confusing double contact about your delay!

Passenger Assist
If your contact is about our Passenger Assist service, we will respond
within 24 hours. In light of the Covid-19 pandemic, if you are booking
assistance for your upcoming journey with us please ensure that you have a
face covering whilst you receive your assistance. Our staff helping you at
our stations will also be wearing one to help protect you.

Staying up-to-date
You can get train and journey information, book tickets and print your own
personal travel timetable on our website. Just go to www.tpexpress.co.uk
You can sign up for free journey alerts at www.journeycheck.com/tpexpress.
Please don’t try to reply to this automated email, as we will be unable to
respond.

Rail Ombudsman
Did you know that if you are unhappy with how we have handled a case we
can refer you to the Rail Ombudsman.
For full details, please ask us once we have processed your case. For more
information please read our Passenger’s Charter:
www.tpexpress.co.uk/about-us/passengers-....

Register your interest for a #TalkTPE event
Please complete the following short survey and we'll be in touch regarding
an upcoming #TalkTPE event where you can join a video conference call to
speak directly to a TPE Manager - https://bit.ly/TalkTPEEvents

                                                                         
                                                                         
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Customer Relations Team

TransPennine Express

ADMAIL 3878 FREEPOST

Manchester

M1 9YB

Tel: 0345 600 1671

Website: www.tpexpress.co.uk

Reference: TPE-CR-0489629

Dear Mr Potts,

Thank you for your email concerning  above the rail floor heights of our
trains.

As we do not fall under the freedom of information act I can not provide
you with the information you are seeking. I am sorry I can not assist you
further with your enquiry.

Yours sincerely

Tony Lowbridge

Customer Relations

Please note that any future Delay Repay claims sent to this address cannot
be processed, and you will be advised to contact the Delay Repay team.
Details on how to apply for delay repay can be found on our website:
www.tpexpress.co.uk/help/delay-repay-com....

If you are planning a journey, or you already have a journey booked,
please ensure that you refer to Journey Check before you travel. This will
enable you to keep up to date with any potential changes to your planned
journey. http://www.journeycheck.com/tpexpress

Trans Pennine Express Limited.

Registered in England No. 09111801. Registered office: 50 Eastbourne
Terrace, Paddington, London, W2 6LG.

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