Frequently Asked Questions?
Most frequently asked questions
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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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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.
Can't find an answer? Get in touchIf you are having problems purchasing your Railcard, or if you have comments about the Railcard service, please Contact Us. You can also write using the postal address. We're open from 0700hrs to 2200hrs everyday except Christmas Day.
Train CompaniesIf you have any questions concerning rail ticket prices or journey planning National Rail Enquiries will be happy to help you. If you have any comments about a specific rail journey please contact the train company that provides the service. You can find their contact details by clicking on this link train company list.
Transport FocusIf, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Email: advice@transportfocus.org.uk Phone: 0300 123 0860 Freepost RTEH-XAGE-BYKZ |
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