Frequently Asked Questions?

Most frequently asked questions

• I haven’t been able to use my Railcard due to COVID-19, can I claim a refund or extension?
  A:

  We’re sorry that we haven’t been able to provide a further update on any possible changes to Railcard conditions.

  These are exceptional times and we are working together with train companies on a number of ways to assist Railcard holders. Railcards are not normally refundable as the cost of a Railcard can often be covered by the 33% saving; they offer in a single journey.

  Please be assured that as soon as we have any further information, we will provide an update.

  ---

• 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 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 of notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.

  ---

• Can we claim a refund if we don't use our Railcard?
  A:

  No. The Two Together Railcard is non-refundable. Please click here for specific terms that relate to our online service.

  ---

• I have purchased a Two Together Railcard, however I have changed my mind and wish to get a different Railcard, can I do this?
  A:

  If a customer has bought the Railcard online and returns the Railcard unused and unsigned within the first 5 days of receiving it they can get a refund minus an administration charge.  Otherwise no refunds are possible.

  Station Railcards are non refundable.

  ---

• I have paid my friend for half of the Railcard but now we're no longer friends / can no longer travel together due to a circumstance change - can I get a part refund?
  A: No.  Unfortunately, as you have had the Railcard for some time already, it is possible that you have used the Railcard to take journeys with your friend, and therefore have benefited from Two Together Railcard discounts.  We are unable to give you a refund for the Railcard.
  
  

  ---

• If I no longer want to make journeys with the other Railcard holder can I return the Railcard for a refund?
  A: No. Once a Railcard has been issued it cannot be refunded as it is possible to save more than its price in just one journey.
  
  

  ---