train times and tickets
- UK Trains
- Eurostar & Europe
Help & support
Payment
How can I pay for my ticket?
You can make your payment using the fowing types of payment card:
- Visa Credit*, Visa Debit, Visa Electron
- Mastercard Credit*, Mastercard Debit
- Maestro
- American Express*
If you have entered your card details in our system and have any queries about your booking, please contact the customer service team.
All payment cards used when booking tickets must have a UK registered billing address. At the moment, we are unable to process payments from non-UK-registered cards.
Please note that emails are an insecure form of communication. In the interests of payment card security, customers should not include any payment card details in email correspondence to MyTrainTicket.
*Please note that we apply a credit/charge card fee of 2.95% (that is 2.95p for every £1 spent). There is no card fee when paying with debit cards, including Visa Electron and Maestro. A booking fee of £1.00 applies to all transactions unless otherwise stated.
Amendments
How can I amend my ticket?
Advance tickets
Advance tickets cannot normally be refunded but can be amended. An amendment involves re-booking your new journey with MyTrainTicket, before the departure of the first reserved train printed on your original ticket. You can then apply for a refund of your original tickets. The re-booking and the amount of refund are subject to the conditions explained below. Please note that, subject to availability, Advance tickets are generally available for purchase until 18:00 on the day before travel. It is not possible to amend Advance tickets on board the train. It is not possible to amend a ticket after the departure time of the reserved train (the time printed on your reservation coupon) - a new ticket must be purchased and no refund will be given for your original ticket.
To amend an Advance ticket, the origin, destination, train operator and route of the new journey must remain the same. You can change the date and time, the class of travel and your use of railcard.
You will also be liable to pay the difference between the price paid and the price of the new journey. If your new journey is cheaper than the original journey, you will not be eligible for a refund of the difference. The Train Operating Companies apply an Advance amendment fee of £10 per ticket for changes made to your journey. There will also be an administration charge of £10 for the overall booking. When you have booked your qualifying replacement tickets, you can the apply for a refund of your original tickets, but you must provide details of the replacement booking in your refund application, see how can I apply for a refund of my ticket?
For further information about Advance tickets, see Advance ticket terms and conditions.
Please also read the section about cancelled services.
For further advice about how to amend your journey, contact our dedicated customer service team. See the contact us section for further information.
If you wish to amend the date of your single rail ticket (or outward travel date for a return ticket), you will need to buy a new ticket and apply for a refund on your existing ticket. There will also be a £10 administration fee per booking for changes made to your journey.
For further information, see how can I apply for a refund of my ticket?
Please also read the section on cancelled services.
For other advice, please contact our dedicated customer service team. See the contact us section for further information.
Cancellations
Can I cancel my ticket?
Requesting a refund is the same as cancelling your ticket and is the best option if you no longer wish to travel.
For more information see how can I apply for a refund on my ticket?
If you still wish to travel but need to amend your ticket, see how can I amend my ticket?
What if the Train Operating Company cancels the train?
Even if your train was scheduled to run at the time you made your booking, subsequent disruption to services can occur, so it is always advisable to check your planned journey with the Train Operating Company before setting out.
If a Train Operating Company cancels a service you wish to take or on which you have a reservation, you should be able to take the next available service but are advised to contact an appropriate member of staff at the station. If you have not yet left for the station, please contact the Train Operating Company whose service has been cancelled and ask them to confirm the alternative arrangements that they have made to accommodate you on another train.
If, as a result of the cancellation, you choose not to travel, you will be eligible for a refund (for any type of ticket that you bought) through MyTrainTicket and no administration fee will be charged. Please refer to the refunds section.
Delivery
When will my tickets be delivered?
Your tickets will be delivered by the method you selected at purchase. Please see the timescales below for when to expect your tickets.
Self-service ticket machines
Please ensure that you arrive at the station at least 15 minutes before your departure, if you have chosen to collect your tickets from a self-service ticket machine.
Your tickets can be collected from a self-service ticket machine 15 minutes after completing your booking.
First Class delivery
Unless extreme weather conditions apply, your tickets should arrive within 5 clear working day if you have placed your order before 2pm. First Class delivery costs £1.70.
Royal Mail Special DeliveryTM Next Day delivery
Unless extreme weather conditions apply, if ordered before 2pm Mon-Fri, your tickets will be delivered by 1pm the next day (for most parts of the UK *). If ordered after 2pm, your tickets will arrive within 2 days.
* Some remote parts of the Scottish mainland and the Scottish Isles take longer.
Self-print tickets
Self-print train tickets will be delivered to you as a PDF attachment to an email. Simply print them off at home or in the office, at your leisure; all information relevant to your journey will be included, including reservations where applicable.You will be sent two emails. The first is a confirmation email and is NOT valid for travel. A second email will be sent with the PDF attachment. When you travel you will need to carry the form of indentification selected during the booking process with your self-print ticket.
Self-print tickets are only currently available on certain routes and for Advance tickets only.
What should I do if I haven't received my booking confirmation email?
The primary confirmation of your booking is shown on your screen immediately after a successful payment transaction. It confirms the booking reference, your journey information and your payment details. For your convenience, we also email you a copy of the booking confirmation. Please allow 30 minutes to receive your booking confirmation email. If you have not received it within this time, check the following:
- Occasionally, emails are blocked by SPAM filters. Please check your SPAM email inbox to ensure the booking confirmation is not in there. If it is, you should be able to select an option in your email to say this is not spam and allow emails from this sender
- Perhaps you entered your email address incorrectly? If you think the email address is incorrect please contact us
If you have still not received your email confirmation, please contact our customer service team.
What should I do if I have not received my tickets?
Please allow enough time, as per the guidance above, for your tickets to arrive.
If your tickets have not been delivered by the expected date, please contact our customer service team. If we can confirm that no attempted delivery has been made by Royal Mail, we will provide you with replacement rail tickets for your journey. In any event, please contact us if your tickets have not arrived within 3 working days of departure.
How do I collect my tickets from a self-service ticket machine?
Collecting your tickets from a self-service ticket machine is easy. Follow these simple steps:
- Take a print-out of your booking confirmation details with you when you collect your tickets
- Choose the option to collect pre-paid tickets (it is very important to select this before you insert your card; otherwise the machine will not know to check if you have pre-paid tickets)
- Insert your credit/debit card that was used to make the train booking. If your payment card has been replaced since you made your booking, please contact our customer service team
- Key in your unique ticket collection reference number, shown on your booking confirmation
- Collect the tickets dispensed by the machine (please wait until the main screen informs you your transaction is complete and check that you take ALL your tickets, and that they cover your whole journey, as well as any supplements and seat reservations)
For more information, please see the ticket delivery page.
Feedback
How can I submit feedback about the website?
If you have any feedback or comments, we'd love to hear from you.
- General comments
- do you like MyTrainTicket.co.uk?
- what are your impressions of the website?
- Content and navigation
- does MyTrainTicket.co.uk include the right level of information?
- could you find all the information you were looking for?
If you'd like to send us your feedback, please fill in our online web form.
How do I report a problem with the website?
If you experience difficulty using MyTrainTicket.co.uk, please let us know.
Before emailing us with technical issues, please take a moment to check the following:
- Are you experiencing similar problems with other websites? If so, you may wish to discuss the issue with your technical support
- Are there any issues with your Internet Provider? If so, you may wish to speak to them first
If neither of these is an issue and you are still experiencing technical difficulties, please let us know.
To assist us in dealing with the issue as promptly as possible, please provide the following information when reporting technical faults:
- the operating system you're using (e.g. Windows XP, Windows Vista, Mac OS X 10.4)
- the browser and version you're using to view the website (e.g. Internet Explorer 8.0, Firefox 3.5, Safari 4.0)
- a screenshot so we can see the issue you are experiencing
Not sure which browser or which version you are using?
Click on the help button in the top navigation (sometimes appears as a blue circle with a question mark inside). The drop down menu will give you an "About" option - select this to see which browser and which version you are using.
Not sure how to take a screenshot?
When you are looking at the page that has the issue hold down the CTRL key (usually located bottom left of keyboard) and press PRINT SCRN (usually located above the number keypad). Open a new email (or a blank Word document); hold down the CTRL key and press V, this will paste the screenshot into the email (or the Word document).
To report technical faults please email technicalfaults@mytrainticket.co.uk
Refunds
Can I apply for a refund of my ticket?
Anytime and Off-peak train tickets may be eligible for a refund. If you decide not to use your ticket to make all or part of your intended journey, then you can apply for a refund.
Advance tickets are non-refundable, unless the service was subject to cancellation by the Train Operating Company. You can amend an Advance ticket by buying a qualifying replacement ticket, which then allows you to apply for a refund of your original ticket - see amendments. If you have already booked your qualifying replacement tickets, please see how do I apply for a refund?
You can apply for a refund by returning your unused ticket(s) within 28 days of the ticket expiry date - see below for more details.
Self-service ticket machine tickets must be collected from the machine and returned with the refund application.
Please note that we will only accept refund applications for tickets bought from MyTrainTicket.
Can I apply for a refund if my train was cancelled?
If a Train Operating Company (TOC) has cancelled the service you have booked and you choose not to travel, MyTrainTicket will refund the cost of your ticket, once we have received your unused tickets and verified with the TOC that the service was cancelled. There will be no admin charges but please note that booking charges (90p), postal and credit card charges (if they have been applied) are not refundable.
How do I apply for a refund?
If you would like to apply for a refund of your ticket please print and complete this form, giving your MyTrainTicket booking reference number, the circumstances of your refund application (including any re-booking details) and a contact telephone number - and please remember to enclose your unused tickets. For refunds based on the re-booking of qualifying replacements for Advance tickets, please ensure that you provide clear details of your replacement booking when you return your original tickets for a refund, otherwise we will not be able to process your refund.
If you no longer have the original payment card that you used to book tickets, please make this clear on your refund form but do not include details of your replacement card. We will contact you by telephone when we process the refund and take your new card details at that time. This helps to keep your personal and financial information secure as there is no written record of your card details.
Please note that eligible refunds take up to six weeks to be processed. You will normally be required to pay a MyTrainTicket administration fee of £10 for the refund of part or all of your booking. Refunds based on Advance ticket amendments are charged differently - see amendments.
The refund amount will normally take into account any use you have made of the ticket and in some circumstances, no refund will be paid.
If you have purchased your tickets on www.MyTrainTicket.co.uk please send your completed application and unused tickets to:
MyTrainTicket, PO BOX 3600, Stafford, ST16 9RE
If you have a business account with MyTrainTicket and would like to refund your tickets, please send your refund form and unused tickets to:
PO Box 491, Tunbridge Wells, Kent, TN2 9RE
Please ensure that your tickets are appropriately insured against loss in the post as we can only process refund applications when we receive the tickets. MyTrainTicket recommends Royal Mail Special DeliveryTM Next Day service, with which you can insure your tickets to cover their face value. See www.royalmail.com/specialdelivery and choose Special DeliveryTM Next Day, then click on prices.
Please note that tickets bought from MyTrainTicket must be returned to MyTrainTicket for a refund. Customers should not apply for MyTrainTicket refunds at stations. In cases where our tickets are mistakenly accepted for refund by station staff, they have to be forwarded to MyTrainTicket offices and this can lead to significant delays. If your refund application is received by MyTrainTicket after the expiry of your tickets, it will not be possible to process your refund.
We will notify you by email within six weeks of receipt of your refund application to confirm whether your refund application has been approved by the central authority, or to indicate if there has been a delay. Once we have processed the repayment onto your card, it can take up to 5 days to appear on your account.
If you have any questions, please contact our dedicated customer service team.
Reservations
Like Train Operating Companies (TOCs), MyTrainTicket depends upon the National Reservation System for its seat reservations. Although we do pass on any seat preferences that you specify to the TOC, seat allocations are subject to availability and we cannot guarantee that your preferences can be met.
If you wish to amend your train tickets after booking, you will need to contact customer service.