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 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.
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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.
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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.
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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.
Can't find an answer? Get in touchIf you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address. We're open from 0700hrs to 2200hrs everyday except Christmas Day. railcardhelp@nationalrail.co.uk
Tel: 0345 3000 250 Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.
National Railcards
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. Contact details are shown below: Email: advice@transportfocus.org.uk Phone: 0300 123 0860 Freepost RTEH-XAGE-BYKZ |
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