Frequently Asked Questions?

Most frequently asked questions

  • What do I do if my Network Railcard is lost or damaged?
    A:

    You can apply for a replacement which costs £10. If you bought online then please log into your account and follow the steps for ordering a replacement. 

    If you bought your Railcard from a station you should go to a staffed station ticket office in the Network Railcard area with the completed ‘Receipt’ voucher from your original application form and some form of identification. 

    Only one replacement may be issued in a 12 month period for lost or damaged Railcards and it will cost £10.  


  • What do I do if my Network Railcard is stolen?
    A:

    In the event that your Network Railcard was stolen, an application for the replacement of a Railcard may be made.

    Where the original Railcard was purchased at a rail station, you will need to request a replacement at a staffed station ticket office in the Network Railcard area (the completed ‘Receipt’ voucher from the original application form must be produced).  

    Where the Railcard was purchased online, customers may only request a replacement online. 

    No fee will be charged for the replacement of a stolen Railcard provided you have a crime reference number/documentation issued by the Police. You will be requested to show some form of identification if obtaining a replacement from a station. 


  • If I have lost my card more than once, do I get a replacement or will I have to buy a brand new Network Railcard?
    A:

    Only one replacement may be issued in a 12 month period for lost or damaged Railcards and a £10 administration fee is payable. If you need further replacements a new Network Railcard will need to be purchased.


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

    No. Once a Network Railcard has been issued it is non-refundable.


  • Can I claim a refund if I don't use my Network Railcard?
    A:

    No. Once a Network Railcard has been issued it is non-refundable.


  • 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'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.