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Coronavirus: Train Travel Information

The safety of our customers is of the utmost importance to us, rest assured, that the guidance from Public Health England is that Train Passengers are at no greater risk of infection than they are in other public spaces.

You can find more information and guidance regarding Train Travel and Coronavirus here

Refunds, Amendments and Cancellations

All tickets are amendable, though if you are traveling with fixed/advance tickets you can only change the date and time of departure.

If you are looking to cancel your booking, all flexible tickets are refundable, however you can only get refunds on fixed/advance tickets due to medical reasons, or if you experienced cancellations on your journey. In this case we can process a refund if the tickets are unused, otherwise you will need to contact the Train Operating Company you traveled with.

If you experienced any delays on your journey and are looking for compensation, you would need to contact the Train Operating Company.

Visit this page for Refunds, Amendments and Cancellations

Contact Us

Support Team
Search our knowledgebase and submit support questions using the help widget at the bottom of this screen or email:

Feedback Team
We welcome Feedback from our customers as we find they are best placed to suggest improvements on our site.

Media Team (Press Releases, Interviews...)

Split Tickets

What does Splitting My Fare involve and why can I get cheaper tickets?
Splitting Your Fare means that instead of buying one ticket for your whole journey, you purchase tickets for two parts. For example, if you're travelling from Manchester Piccadilly to Edinburgh, you would purchase a ticket from Manchester Piccadilly to Chorley and then from Chorley to Edinburgh.

When we checked the cheapest standard ticket from Manchester Piccadilly to Edinburgh was £59.90

The total cost of tickets from Manchester Piccadilly to Chorley and then from Chorley to Edinburgh was £42.90, a saving of £17.00.

Am I really allowed to Split My Fare?
Yes, the National Rail Conditions of Carriage allow this. Just ensure that for flexible tickets your train calls at the stations you buy tickets for.

Can I split for Advance and Return tickets as well as Standard fares?
Yes, you can split your fare for both ticket types and will likely make savings on all of them.

Advance Tickets - When you search for your ticket following our instructions you will see both Standard and Advance fares, where available. Advance fares have limited availability, therefore as you get closer to the travel date, the number of Advance tickets reduces.

Return Tickets - You can often save by splitting your fare with Return tickets. For example if you were travelling from Newcastle to London Kings Cross Return, we would recommend you to split your ticket at Doncaster. You can buy a return ticket from Newcastle to Doncaster and another return ticket from Doncaster to London Kings Cross, following our instructions to ensure you are travelling on the same train. Alternatively you can split your journey into 4 single tickets:

Outbound Leg
Split 1: Newcastle to Doncaster
Split 2: Doncaster to London Kings Cross

Return Leg
Split 1: London Kings Cross to Doncaster
Split 2: Doncaster to Newcastle

Anything to look out for?
Splitting your fare at a station where you need to change Trains - The station you need to change trains at may coincide with the station you've split your ticket at. If your first train runs late, you may miss your change and in this case, your second ticket may not be valid for the later train.

Calling Points - Ensure your train calls at the stations you buy tickets to and from. If you aren't due to change trains at your split ticket station, check that the arrival and departure time from your split ticket station are around the same to ensure you're staying on the same train.

Do I have to change seats?
Part of using split tickets is that it's possible that seat changes may have to be made for each ticket. This is down to the ticket reservation system and unfortunately, there is no way to ensure the same seat is booked for each ticket. If you inform a steward on the train when you get on they'll try to ensure you don't have to move seats by finding one that will be free for the whole journey. Hope that helps.

Changes to your journey or details

Can I change my ticket?
Yes, you can apply for it by clicking here.

I missed my train
Flexible (non-advance tickets) may be refunded by cancelling your ticket Click Here however the refund must be requested and tickets received no later than 28 days after the date of travel.

If your booking consists of ADVANCE tickets:

The process is to re-book the journey as we are unable to alter dates/times of booked tickets or cancel any journeys under the booking.

Note: Any rebooking must be made before the travel date and time. We will not be able to process a refund if a rebooking is made after the travel date has passed.

After you re-book, please submit the online refund application form (link at the bottom of your confirmation email) or here is the link for your convenience click here.

Can I upgrade to first class?
You can purchase a new first-class ticket and cancel the standard ticket click here.

How do I change my personal details?
If you have an online account with us, you can change your details by logging in.

When will the refund be processed
Refunds are processed within 28 days from the date of submission/date our refunds team receive the tickets in the post. This is stated on the refund form and email confirmations we send out, as well as on our Terms and Conditions.

You would have received an automated email confirming the amount to be refunded and the breakdown etc on the date of the refund application.


Do you do e-tickets/what are e-tickets?
Etickets eliminate the need to queue for your tickets at the station. If you select an E-Ticket as your ticket delivery option, we will send your ticket as a pdf by E-Mail, which you will then show the ticket inspector on the train.

On which routes can I have an e-ticket?
Some train operating companies now permit you to use e-tickets on most of their routes.

Find below a list of the companies that offer this and any restrictions they have.

Virgin Trains West Coast:

  • Advance tickets on all routes

Greater Anglia:

  • Advance tickets on all routes
  • Arriva Trains Wales
  • Advance tickets on all routes
  • Cross Country
  • Advance tickets on all routes
  • Grand Central
  • Advance tickets on all routes
  • London Northwestern Railways
  • Advance tickets on all routes
  • West Midlands Railways
  • Advance tickets on all routes

Collecting Tickets

How do I collect tickets?
You can collect your tickets from a ticket machine at any train station prior to departure, you will just need the card you made payment with and the booking reference from your ticket confirmation. If the card payment was made with is not available, you can contact us to permit collection without this card.

Alternatively, you may find it easier to get an e-ticket sent to you, or by logging in to our website.

How do I buy a ticket for someone else?
You would purchase the ticket as you would a ticket for yourself. If you choose to receive an E-Ticket, you would just forward the E-Mail onto the person travelling. If you choose to have the person collect at a ticket machine, you will need to contact us so they don’t need to collect with your payment card.

Can I change my delivery address?
You can collect your tickets at a train station ticket machine or receive an e-ticket via E-Mail, we no longer send tickets by post.

Booking Terms

Do you charge fees?
We charge no booking or credit card fees. Our only charge is a 10% share of any saving you make when you get a split ticket e.g If you make a £50 saving by splitting your ticket we could take £5 of this. If you don't make a Split Ticket saving there will be no fee charged.

How many passengers can I book for?
You can book for up to 9 adults and 9 children at once. If you need to book for more, you can add an additional journey to your booking.

Can I buy a Season Ticket?
We don’t currently offer a service to buy season tickets but we are looking to do so in the future.

Terms of Travel

How much luggage can I take the train?
You can take up to 3 pieces of luggage free of charge on trains within the UK. This includes 2 large items (suitcase, rucksack, etc.) and one smaller item of hand luggage (handbag, briefcase, etc.) Luggage should be stored in the overhead luggage racks, under the seats, and in the luggage compartments throughout the train.

On some long-distance trains, it may be possible to store luggage in a separate area of the train. Speak to the staff on the platform or on the train before boarding and they will assist you with this. Please be aware this will mean you will be separated from your luggage, so make sure it’s locked.

Prams/ pushchairs may be carried on trains, but that must be capable of folding if required.

Sporting equipment can only be taken on board at the discretion of the TOC you are travelling with.

Can I take my pet on the train?
Small pets, like dogs and cats, can travel with you on the train for free, as long as they don’t annoy other passengers, or put them in danger. You can bring a maximum of two animals per passenger, but you’ll have to keep them on a lead, or comfortable in a closed basket, cage or pet carrier that’s secure, so they can’t escape. If you’re planning on bringing more than two pets, you’ll need to check with the TOC directly.

Even if they might do it at home, your pets aren’t allowed to climb on the seats. They’re for paying passengers only.

If you have to take a bus or coach to complete your journey, you’ll need to check if animals are allowed on board.

Do I have enough time to transfer between trains?
If your journey involves changing trains we ensure plenty of time is left for you to do so, by the industry standard, which also takes into account the size of stations.

Can I book my bike on a train?
We aren’t able to offer bike reservations but if you contact the train operating company of the service you are travelling on after making your booking with us they can assist with this.

Why do I pay a fee?
Unlike many other train ticket vendors we do not charge any booking fee or credit card fee and if you aren’t able to find a split ticket, we also will not charge any split ticket fee. However, while we make searching for a split ticket easy for you it is not a simple process for us, with a complex system having to be built and working away every time you make a search, this coupled with other costs means we do have to charge a fee. As such when you make a successful split ticket saving we charge 10% of this saving.

Further Information

Where can I find station information?
You can find details of station facilities here

Is your customer support available during weekends?
You can call us on 0333 103 8350 from 0800-2000 at weekends

What products do you not sell?
We are unable to sell the following products:

  • Railcards
  • Season tickets
  • Carnets
  • Cycle reservations
  • Sleeper cabins (we sell seated sleepers)
  • Tickets in exchange for warrants
  • Tickets including admission
  • Privilege tickets for Railway Staff
  • Rail station car parking
  • Cycle storage at stations
  • PlusBus
  • Rovers and Rangers

Who is the Retailer of my Train Tickets?
All transactions on this site are transacted by Ferries Trains Planes Limited, which is a company registered in England (with company registration number 3067728)

What are the National Rail Conditions of Carriage?
The National Rail Conditions of Carriage set out the minimum level of service you are entitled to expect plus your rights and responsibilities when travelling on the National Rail network. You can view these in total by clicking here.


What are the benefits of having a UK Railcard?
Railcards offer you further discounts on your tickets, on top of split ticketing of up to ⅓. The railcards you can obtain are: 16-25 Railcard, 26-30 Railcard, Senior Railcard, Disabled Person’s Railcard, Two Together Railcard, Family & Friends Railcard, Network Railcard


Where is my booking confirmation?
After booking your ticket you will receive a confirmation via E-Mail. If you have created an account with us, you can also view this by logging in.

If you have not received your confirmation, do E-Mail us or give us a call.

Email Confirmations not received
Email confirmations are automated and sent out at the time of booking.

We recommend customers to make a note of the booking reference or take a screenshot of the confirmation page in case the email doesn't come through for various reasons.

We state the following on our T&Cs, which was pre-agreed prior to making a booking that:
2. Confirmation Of Your Booking

As soon as your booking is confirmed, a confirmation email with your reference number will automatically be emailed to the email address you entered at the time of booking.Your reference and journey details will also be shown on the screen.

(i) If you have not received your confirmation email, it is your responsibility to contact us and we will then resend it to you.

(ii) If you have not received your confirmation email and you do not contact us within 28 days of making the booking, the right to a refund will be forfeited.

Disability/ Accessibility

I'm disabled, what assistance can be provided for me?
You can contact your Train Operating Company for assisting when boarding and embarking from your train. Even if you have someone else with you they will still be able to help.

Someone can be made available to assist with any of the following:

  • meet you at the entrance to the station or any other suitable point
  • assist you around the station and take you to your train
  • assist you with getting on and off the train
  • providing a ramp to make boarding and embarking easier
  • assist you with getting between connections
  • carrying your bags (up to three items of luggage as per the National Rail Conditions of Travel)

Lost Property

I left an item on my train, how can I retrieve it?
Any items left on a train usually end up at the last station on the line. It is worth contacting the Train Operating Company you travelled with to see if they can locate it, or checking with Network Rail directly at

Journey Planner

How do I know if my train is running on time?
National Rail have live departure and arrival boards, these will advise what platform the train is leaving from or arriving at

If you need to check if your train is running on time, or during disruption, you need assistance replanning your journey, please call National Rail Enquiries on 03457 48 49 50.

You can also see information on live train times and rail disruption by clicking here

Seat Reservations

Can I reserve a seat?
We will always try to reserve you a seat on a train where possible, according to your preferences.

  • However, it is not always possible to reserve a seat, in the following cases
  • The train journey does not offer reservations i.e It is a short journey
  • The train you are travelling on is full
  • Seat reservations may not yet have been released by the Train Operating Company

Can I change my Seat Reservations?
Unfortunately, we no longer handle on-request seat reservations. Please ensure that you are satisfied with the allocated seats prior to making the booking.

We suggest speaking to the Train Operating Company directly or a member of staff at the station as they may be able to facilitate such requests.

Can you tell me where my seat reservations are?
This information should be in your email confirmation from us. If you have not received one please check your junkmail or contact us.