We welcome your feedback, suggestions and ideas to help us to make changes that can develop and grow our business.

If we find any item of lost property left on our trains or stations we will always do our best to contact the owner, where they can be identified. If you lose an item of property on one of our services, please contact our Customer Relations team. If we find your lost property it will be kept ‘on hand’ at that station for ease of retrieval. After 24 hours, the property will be moved to the nearer of either Euston or Birmingham New Street stations, where it will be stored for 3 months and from where you will be able to collect it. We do raise a collection fee on these items to cover our administration costs. The charges raised are displayed on our website.

Our ‘Disabled People’s Protection Policy’ (DPPP) sets out our approach to meeting the requirements of the Department for Transport’s Code of Practice, ‘Train & Station Services for Disabled Passengers’ and describes the arrangements for implementing our Policy. Copies are available at our larger, staffed stations or via our APRS line and website.

If you are travelling in a group of 10 or more people we ask that you contact our Customer Relations team, who will be able to direct you to trains with sufficient seats for your group and also advise you on the best value for money ticket option as you may qualify for a group discount on your tickets as well.

London Midland offers free seat reservations on our Birmingham to Liverpool services and we can also arrange these if you are planning to travel on the services of another train operator who offer the facility. You can do this with at least 1 working day’s notice. Please ask us to arrange these reservations for you when you buy your ticket. If you reserve a seat on one of our trains and are unable to sit in it, our on-train staff will help you find another seat. If you have reserved a seat and had to stand for all or part of your journey we will offer you National Rail vouchers of 50% of the cost of that part of the journey. Please ask the member of on-train staff to endorse your ticket and send it, along with your reservation, to our Customer Relations Team.

We take fraudulent travel very seriously and are continuously working to reduce the opportunity for travelling on any of our services without a ticket. To this end, Penalty Fares Schemes operate on the majority of London Midland routes and services. Special ticket checks will take place from time to time at all our stations and if you do not have a valid ticket you may well be delayed or delay others. When travelling with London Midland, you must carry a valid ticket for the class of travel required (and valid railcard if appropriate) for your entire journey. If a station does not have a ticket office, the ticket office is closed or this facility is unavailable, a ticket can be purchased from the self-service ticket machine(s) at the station. If the ticket you require is not available from the self-service ticket machine(s), then a ‘Permit to Travel’ should be purchased from the machine at the station. Failure to purchase a valid ticket for your entire journey may leave you liable to pay a Penalty Fare of £20 or twice the appropriate full single fare to the next station stop, whichever is the greater. If a disabled passenger is unable to obtain a ticket from the facilities available on a station, a ticket can be issued on the train (including Disabled Railcard discounts as appropriate) irrespective of whether the journey is within a penalty fares zone.

London Midland welcomes cycles on its services and conveys them free of charge, provided it is safe to do so. However, we are unable to accommodate cycles at our busiest times on trains arriving in London Euston between 07.00 and 09.59 and departing from London Euston between 16.00 and 18.59 on Mondays to Fridays (excluding Bank Holidays). Cycles must be removed from our designated wheelchair spaces if a passenger using a wheelchair wishes to use them. Folding bicycles can be taken on our trains at any time, provided they are folded down, but tandems and three-wheeled vehicles cannot be accommodated on any London Midland services. We are continuously working with Local Authorities and Network Rail to increase the number of cycle-friendly schemes at our stations and to increase the number of locations with secure cycle storage facilities.