Frequently Asked Questions?

Most frequently asked questions

  • Can I claim a refund if I do not use my Railcard?
    A:

    No

    Refunds are not given on unused or unwanted Disabled Persons Railcards.

     

  • What do I do if my Railcard is lost, stolen or damaged?
    A: You can request a replacement Railcard either online or by contacting the Disabled Persons Railcard Office.

    You can only apply for a replacement Railcard seven or more days after the date of original purchase.

    There is an administration fee - £5 for a one-year Railcard and £10 for a three-year Railcard - to replace a lost or damaged Railcard. If your card has been stolen and you have a police crime reference number or documentation, then you can obtain a free replacement card.
     

  • I applied for or renewed my Railcard by post and it hasn't arrived. What do I do?
    A: If after 10 working days you have still not received your Railcard, please contact the Disabled Persons Railcard Office. We may need to send you a free replacement Railcard provided you contact us within 30 days of the date you applied for or renewed your Railcard.

    If 30 days has passed from your date of application or renewal you can still request a replacement card, but an administration fee - £5 for a one-year Railcard and £10 for a three-year Railcard - will apply.

    You will not be able to travel on discounted tickets until you have your Railcard.

  • I applied for or renewed my Railcard online and it hasn't arrived. What do I do?
    A: You will need to wait five working days and then log back in to your Railcard online accountselect ‘Replace your Railcard’ and then click on the ‘Not received’ button on the left. If you then press ‘continue’ this completes the replacement application process. Please check that your address is correct before you order. You will be sent a free replacement provided you do this within 30 days of your purchase date. We believe this is long enough for a customer to notify us they have not received their Railcard.

    If 30 days has passed from your date of application or renewal you can still request a replacement card, but an administration fee - £5 for a one-year Railcard and £10 for a three-year Railcard - will apply.

    You will not be able to travel on discounted tickets until you have your Railcard.



Can't find an answer? Get in touch

If you need to get in touch we’re open from 7am to 10pm every day of the year except for Christmas day. You can:

Email us at disability@atoc.org
Call us on 0345 605 0525  (7am to 10pm Monday to Sunday)

Minicom/Textphone

0345 601 0132

(For customers with hearing impairments)

Send a letter to

Disabled Persons Railcard Office
PO Box 6613
Arbroath
DD11 9AN


If you have any questions concerning  journey planning or rail fares, go to nationalrail.co.uk.

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 on nationalrail.co.uk.