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Uk Trains FAQ |
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How do I book a train ticket? |
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Please visit our train tickets page |
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How do I get my tickets? |
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At the station:
Where it is possible, customers are encouraged to purchase their tickets on a ticket on departure (TOD) basis. This means you collect your tickets at the station and at your convenience anytime before you travel. It also saves you worrying about tickets getting lost in the post or you losing them before you travel and allows you to buy tickets right up to 1 hour before the departure of your chosen journey. |
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By post:
If your station does not support ‘Ticket on departure’ (TOD), when you book your tickets are automatically sent to you by First Class post. Please make sure you enter your address accurately on the booking screen.
Please note it takes up to 5 days to get your tickets to you so if your tickets have not arrived within that timeframe, please call 0906 20 20 002* quoting your booking reference. This is the 8 digit/letter reference that appears on the confirmation screen after you submit your booking. A copy of this will also be emailed to you. |
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Which train stations offer ‘Ticket on departure’ (TOD)? |
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There are almost 400 stations on the National Rail network where it is possible to collect your tickets from ticketing machines. The full list of stations can be viewed here. The ticket collection machines are clearly marked but we recommend you try to collect your tickets at least 20 minutes before the departure of your train. |
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Where are the TOD machines located at the station? |
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If you are booking from a TOD departure station, on the booking screen there will be a link enabling you to check the location of the ticket collection machines and opening times of the departure station you have selected.
It is very important that, if you are booking for travel early the following morning, you check the times of the station and ticket hall opening times to ensure the ticket collection machines are available at the time you will be collecting your tickets. It is your responsibility to ensure you can collect your tickets.
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What happens if I have problems at the collection machine? |
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If you have problems with the ticket collection machines, the first thing you should do is go to a ticket window. The staff there will be able to retrieve your tickets but you MUST take your email confirmation or a copy of the confirmation screen.
If there is no one at the ticket office, please call 0906 20 20 002*
* calls are charged at £1 per minute
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Can I cancel my ticket? |
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Whether tickets can be cancelled and refunded is determined by the fare type and these are decided by the Train Operating Company offering the fare. The terms and conditions of each fare are viewable by selecting the fare and times you want and then clicking on "details of the selected fare". We strongly recommend you check these to make sure you are buying a ticket that suits your requirements.
The "ticket terms and conditions" will also be sent to you in the confirmation email or you can print them off the confirmation screen after you have made a booking. If you want to cancel your booking, please first check whether your ticket is refundable.
If it is, please email refunds@raileasy.co.uk who will process the cancellation and refund you but please note there is a £10 admin charge. It takes up to 2 weeks to return the money to your credit/debit card.
All bookings made via Directrail.com through raileasy.co.uk are subject to the National Conditions of Carriage (as updated from time to time) which we strongly recommend that you read. Please click here to view.
If there have been train cancellations and you have not been able to travel, please check the National Conditions of Carriage which will explain your rights.
If you have any questions, please call 0906 20 20 002 (Mon - Sun 0700 - 2200) calls charged at £1 per minute.
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Can I make changes to my ticket? |
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If you want to amend your journey, please check whether your ticket is amendable in the "Ticket Terms & Conditions" which will be in your confirmation email and when it has to be amended by. Please note you can only amend dates and times NOT the departure point or destination or Train Operator.
If it is amendable, please rebook online with your new dates/times and email refunds@raileasy.co.uk with your new 8 digit/letter Ticket (Collection) Reference and the original Ticket (Collection) Reference you no longer require which we will refund.
If you are departing from a non ticket on departure (TOD) departure point and you have received your tickets in the post, you will only be able to rebook online if it is more than 5 days before your new departure date. If it is inside 5 days, you can go (with your tickets) to any station and get them to amend your journey.
If you have already collected your tickets or they have been posted to you and you rebook online, you must post your original tickets back to us before we can refund you.
Please send them to:
Raileasy Refunds, c/o Journeycall, Brumac Centre, The Business Park, Laurencekirk, Aberdeenshire AB30 1AJ
Raileasy will charge a £10 admin fee for refunding your original booking but please note that at a station you will be charged £10 per passenger per journey plus any increase in ticket cost.
If you are still unsure, please call 0906 20 20 002 but only for further instructions, amendments cannot be done on this number. Opening hours 0700 - 2200 (Mon - Sun). Calls are charged at £1 per minute.
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My question isn’t answered here, what now? |
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For answers to less frequently asked questions, please click here.
You may also contact the provider of the UK rail booking service on: 0906 20 20 002 (calls charged at £1 per minute from a BT Landline, other operators might charge an excess) or by email: admin@raileasy.co.uk.
Please note, neither Directrail.com nor Direct Ferries Ltd are responsible for the UK rail ticket service and therefore we unfortunately cannot answer questions or make changes to UK rail ticket bookings. This service is provided by Raileasy.co.uk and any queries should be directed to them by using the contact details above.
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