Frequently Asked Questions?

Most frequently asked questions

• Can I claim a refund if I don't use my Railcard?
  A:

  No. Unfortunately, once a Railcard has been issued it is non-refundable.

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• What happens if I don't have my Railcard with me and I have to buy a new ticket or pay a Penalty Fare?
  A:

  If you are travelling by train on a ticket with a Railcard discount, you must travel with your valid Railcard. If you forget your phone or don't have your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.

  Each train company will have their own process for doing this. You will need to provide proof of your Railcard and either the original and additional tickets that you have purchased, or if you have not yet paid, details of the notice to pay or notice of Penalty Fare. Where you have already paid for additional tickets you should contact the relevant train company’s customer services department; in the case of a notice to pay or notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.

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