Frequently Asked Questions?

Most frequently asked questions

  • Can visitors to Britain buy a Network Railcard online?
    A:

    Yes, we can send Railcards to non-UK addresses.

    Alternatively, you can buy a Railcard at a staffed National Rail station ticket office in the Network Railcard area on arrival. You can also buy a Railcard at the National Rail ticket offices at Gatwick Airport, Stansted Airport and Luton Airport Parkway – but NOT at London Heathrow Airport
     


  • What other National Railcards are there?
    A:

    There are five other Railcards available in Great Britain, each offering great savings for your next National Rail journey: 


  • How do I make a complaint?
    A:

    You can email us via the Contact Form on the Contact Us page.


  • Do I need to provide ID proof to buy a Network Railcard?
    A:

    No. Just your name, address and basic information is required.


  • Can the children or adults be replaced with other names as the group has changed?
    A:

    In all cases the Network Railcard holder will always need to be travelling otherwise none of the tickets will be valid. With regard to the accompanying passengers, rail tickets should only be used by the individuals for whom the Railcard holder bought them.


  • I want to travel with less people in my group, what should I do?
    A:

    As long as the Network Railcard holder is with the party, the number of accompanying people can reduce without affecting the validity of the discounted tickets of those still travelling. Please be aware however that the accompanying individuals must make the complete trip with the cardholder - if they try to join the group at a station later in the journey or try to leave the group at a station before the destination of the group their ticket will not be valid.

    You may be able to apply for a refund on any unused tickets. Check the ticket terms and conditions on nationalrail.co.uk for further details.


  • I want to travel with more people in my group, what should I do?
    A:

    In most cases you will be able to simply buy the additional tickets for travel on your chosen service with your Railcard online, via telesales or at a station. 

    Please note, the maximum group size travelling on discounted tickets with one Network Railcard holder is 4 adults (including the cardholder) and 4 children.  


  • I will not have a Railcard at the time of travelling, what should I do?
    A:

    Discounted tickets are only valid if you have your Network Railcard with you while travelling.  

    If you do not have your Network Railcard for your journey you will need to go to the ticket office to pay the difference between the Network Railcard discount fare and the full fare for the relevant ticket for the journey you are making.  


  • I lost the Railcard and am travelling now with the discounted tickets what should be done?
    A:

    If you do not have your Network Railcard in your possession when travelling you are unable to use discounted tickets.

    Prior to boarding the train you can go to the ticket office and pay the difference between the Railcard discounted fare and the full fare for the relevant ticket for your journey. Alternatively, you can purchase a new Network Railcard at the station to take advantage of the discounted tickets you have already purchased.


  • Is the Network Railcard transferable?
    A:

    No. The named Network Railcard holder must be in possession of the Railcard at all times and is the only one able to use the Railcard to purchase discounted tickets.


  • Can I laminate my paper Network Railcard that I have bought at the station to protect it?
    A:

    No. Please do not laminate your Network Railcard. In most instances the heat of laminating machines will turn the surface of your Network Railcard black, damaging it and making it illegible. If this happens you will need to buy a replacement Network Railcard (for a fee of £10 if you have had no previous replacements).

    Laminated Network Railcards cannot be accepted by rail staff as the lamination makes it difficult to validate that is has not been tampered with. To protect your Network Railcard please keep it in a plastic ticket wallet which is available for free from any staffed station.


  • Will I have to pay the full fare if I forget to bring my Network Railcard when I travel?
    A:

     Yes. To be able to take advantage of discounted tickets the Railcard must be in your possession when travelling. If you do not have your Network Railcard with you, you will have to pay the full fare to travel.


  • How can I change my contact details?
    A:

    If you have purchased a Railcard online, simply log in to your account and choose “Edit your details” to edit your contact details.


  • My name has changed, can I get my Network Railcard changed?
    A:

    Yes. There is a £10 administration fee for this service. If you bought your Network Railcard online, you will need to call our helpline to order a replacement for the same £10 administration fee. You will then be required to email us a copy of either your Deed Poll or Wedding Certificate. 

    If you bought your Network Railcard at a station you will need to take your Network Railcard to a staffed station along with a copy of either your Deed Poll or Wedding Certificate.


  • Is there a charge for changing any details on the Network Railcard? E.g. incorrect spelling of name.
    A:

    If you have made an error in your application you must let us know at the first available opportunity. We will then investigate the matter and advise of how it can be resolved.




Can't find an answer? Get in touch

If you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. We’re open 0900hrs to 1700hrs Monday to Friday.  

[email protected]

 

Tel: 0345 301 1655 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

 

Train Companies

If 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 Focus

If, 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: [email protected]

Phone: 0300 123 0860

Freepost RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

 

[email protected]

0345 301 1655 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

 

 

 

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