Frequently Asked Questions?

Most frequently asked questions

  • How do I renew my Disabled Persons Railcard online?
    A:

    Please click ‘Renew my Railcard’ on the website homepage to log in to account. Once logged in, click ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' or ‘Plastic’ under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

    Click here for the step by step guide on how to renew your Railcard.


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

    Yes, you can.

    Simply click ‘Buy Now on the website homepage to get started. When you get to the question 'Choose the type of Railcard you would like' select 'Digital' and follow the instructions on the screen to complete your purchase.

     


  • Can I use the Disabled Persons Railcard to get discounts on Season tickets and period Travelcards?
    A:

    We are sorry but the Disabled Persons Railcard gives no discount on Season tickets and period Travelcards.


  • Disabled Persons Railcard Terms and Conditions
    A:

    Please click on https://www.disabledpersons-railcard.co.uk/help/railcard-terms-conditions/ for important terms and conditions that you need to understand before you use your Railcard.


  • Can I travel on discounted tickets if my Railcard expires before I complete my journey?
    A:

    No. You will not be able to travel with your discounted tickets if your Railcard has expired. Discounted tickets are only valid if you are using them with a valid Railcard. You will need to renew your Disabled Persons Railcard before you begin and complete your journey.

    Click here for the step by step guide on how to renew your Railcard.

    If you have selected 'Digital' under ‘Choose the type of Railcard you would like’ section, your digital Disabled Persons Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your digital Disabled Persons Railcard. 


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

    Yes. You must show your valid Disabled Persons Railcard (digital or plastic) when you buy your ticket and travel on the train. Failure to present a valid Railcard will mean you have to pay a full fare, which is not refundable.


  • Can I use my Railcard for tickets for travel on the London Underground?
    A:

    With your Disabled Persons Railcard, you and a companion can get 1/3 off Anytime Day Travelcard when bought as part of your journey to London from outside London Zones 1-9 (subject to a minimum fare which is currently £19.60). Please note that your companion or the accompanying person must travel with you for the whole journey in order for them to also get the discount.

    You can also get your Disabled Persons Railcard discount loaded onto your Oyster card to save 1/3 on single off-peak pay as you go fares on London Underground and Docklands Light Railway services in London. You will need to have registered your Oyster in your name to do this. Simply take your Oyster card and a valid Disabled Persons Railcard to a London Underground station and ask a member of staff to set the discount for you. You can also get the discount set at Oyster Ticket Shops and Visitor Centres.

    Please note that Oyster pay as you go discounts are for the Disabled Persons Railcard holder only.

    If the Disabled Persons Railcard holder is travelling on a Disabled Person's Freedom Pass, they cannot use their Disabled Persons Railcard to buy a discounted ticket for an accompanying person.

    See the Transport for London website for more details on Oyster pay as you go.

     


  • Will I receive the Railcard discount on any chargeable items I take on the train with me?
    A:

    The Railcard discount does not cover charges on various articles or animals.

    For details about which items carry a charge, and details of the charges, please call National Rail Enquiries on 03457 48 49 50.


  • Can I use the Railcard in Northern Ireland or the Republic of Ireland?
    A:

    Railcards can be used for rail discounts in the area known as Great Britain (England, Scotland and Wales). They cannot be used for rail travel in either in Northern Ireland nor the Republic of Ireland.

    If you live in the Republic of Ireland or Northern Ireland you can buy a Railcard to use for travelling in Scotland, Wales or England. For more information on concessionary rail travel schemes in Northern Ireland please see www.translink.co.uk

    There is a domestic scheme of free travel for people with disabilities that is only available to Irish citizens who normally reside in the Republic of Ireland. There is also an All Ireland Free Travel Pass and this is available to people over the age of 66. This scheme is operated by the Department of Social and Family Affairs. See www.irishrail.ie for further information.


  • Can I reserve a seat or seats if booking a ticket or tickets in advance?
    A:

    Yes, providing that there are reservations available on the service on which you are travelling. Many of the train companies will allow you to reserve a seat free of charge on long distance journeys. If an accompanying adult is travelling with you, then you will need to reserve two seats.


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

    No. Unfortunately once a Railcard has been issued it is non-refundable.

     

     

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

    To replace a stolen Disabled Persons Railcard you bought online, please go to ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active Disabled Persons Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘stolen’, then click continue and follow the instructions on the screen. You will have to provide a crime reference number, or a document given to you by the Police for a free replacement.

    Alternatively, you can request a replacement Railcard by contacting the Disabled Persons Railcard office on 0345 605 0525.


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

    If you bought your Railcard online, please go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Disabled Persons Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select lost or damaged, then click continue and follow the instructions on the screen. You will also have to pay £5 administration fee for a 1-year Railcard and £10 for a 3-year Railcard to replace a lost or damaged Railcard.

    Please note that you can only apply for a replacement Railcard 5 days after the date of original purchase and only one replacement may be issued in a 12-month period.

    Alternatively, you can request a replacement Railcard by contacting the Disabled Persons Railcard office on 0345 605 0525.

     

  • How do I add a digital Railcard to my phone?
    A:

    If you have already purchased a digital Two Together Railcard, you should have received an email which contains a download code. You will use this download code to add your digital Family & Friends Railcard on your phone or device.

    First, you will need to download the Railcard app from the Apple Store or the Google Play store. Once downloaded, open the app and tap on the ‘+’ button on the ‘Your Railcards’ screen. The ‘Add Railcard’ screen will then show, and you will need to tap on the ‘+’ button under ‘Add an existing Railcard’ to enter your download code and add your Railcard

    Click here for a step by step on how to add a digital Railcard to your phone.


  • My download code won’t work
    A:

    If your download code isn’t working, it is likely that it has expired or has been used to activate your Railcard on too many devices. You can only store your digital Railcard on a maximum of 2 devices, so you may need to remove it from an existing device to add it to a new one.

    You will need to go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Disabled Persons Railcard, then click on ‘Manage Digital Devices’ to request a new download code or manage the number of devices your Railcard is on.  Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your Railcard to a new device. 

    If the problem persists, please contact the customer services team on 0345 605 0525.

    Click here for the step by step guide on how to generate a new download code.


  • How can I buy a digital Railcard?
    A:

    Digital Railcard can be bought online only. Please click 'Buy Now' on the website homepage to get started. When you get to the question ‘Choose the type of Railcard you would like’, select ‘Digital’ and follow the instructions on the screen to continue with your purchase.

    In most cases, your digital Disabled Persons Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard. 

    Click here for more information on managing your Railcard


  • What happens if I lose my device?
    A:

    If you lose the device where your digital Disabled Persons Railcard was downloaded, you will need to log in to account and remove it from the lost device.

    Simply click ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Disabled Persons Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your digital Disabled Persons Railcard to a new device.

    Please note that you can only store your digital Railcard on a maximum of 2 devices.


  • How quickly will I get my new digital Railcard?
    A:

    Please allow up to 5 working days for your Railcard application to be reviewed and approved. Once approved, your Disabled Persons Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.  


  • How can I remove my Railcard from an existing device?
    A:

    Please go to ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Disabled Persons Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove.  Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your digital Disabled Persons Railcard to a new device.

     


  • I have a plastic Railcard, can I swap it for a digital one?
    A:

    You cannot swap a plastic Railcard to a digital Railcard. However, when the time comes to renew your Railcard you can do this online and choose to have a digital Railcard.

    Click here for the step by step guide on how to renew your Railcard.


  • Why can’t I add my Railcard to another device?
    A:

    You can store your digital Railcard on up to two devices at a time.

    If you want to add it a third, you will need to remove it from one of your existing devices through your account.

    Simply click ‘Manage my Railcard’ on the homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Disabled Persons Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your Digital Disabled Persons Railcard to a new device.


  • What is a digital Railcard?
    A:

    Digital Railcards are stored within the Railcard app on your smart phone or tablet, meaning there’s no need to carry the physical card around with you. They can be stored on up to two devices and used quicker than plastic Railcards as they do not need to be sent in the post.

    Click here for more information on managing your Railcard


  • What happens if I have no battery life or can’t show my Railcard?
    A:

    If you don’t have any battery life, or have forgotten your device, it won't be possible to check that your Railcard discount is valid.
    You could be asked to buy a single ticket for your journey, or be issued with a Penalty Fare.

    If you do get caught out while travelling, you can make one claim a year to be refunded for any extra fare or penalty you incur.

     


  • How can I change my address details if I am an online Railcard customer?
    A:

    Please go to "Manage my Railcard" on the website homepage to log in to your account. On the top right of your account summary page, please click on your ‘Menu Profile’ and select ‘Personal Details’. You will be given the option to update or change your personal details, including your address.

    Or you can also click on https://secure.railcard.co.uk/account/personal-details, enter your log in details and the ‘Manage Personal Details’ page will show. You can now change or update your personal details including your address.


  • Can I buy a Railcard at a rail station?
    A:

    No, you can't apply or buy a Disabled Persons Railcard at a National Rail station.

    As well as being able to apply online, you can download a Disabled Persons Railcard application form or collect an application form from any National Rail station. You will then need to complete and return this application, along with the required proof of disability and payment to:

    National Railcards
    PO Box 10776
    Ashby-de-la-Zouch
    LE65 9FA


  • How long do I have to wait for my Railcard to arrive?
    A:

    If you have purchased a plastic Disabled Persons Railcard online, please allow 5 working days for your Railcard application to be reviewed and approved and 5 working days for delivery. You can choose to pay for Special Delivery, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

    If you have purchased a digital Disabled Persons Railcard, it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.  Please also allow up to 5 working days for your Railcard application to be reviewed and approved.


  • My Railcard has not arrived in the post. What can I do?
    A:

    You will need to wait 5 working days, then go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Disabled Persons Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘lost’, then click continue and follow the instructions on the screen. 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 application date. If 30 days has passed from your date of purchase you can still request a replacement card, but you will have to pay £5 administration fee for a 1-year Railcard and £10 for a 3-year Railcard.


  • How do I make a complaint?
    A:

    In the first instance please contact Railcard Customer Services who will endeavour to resolve any issues that you have. 

    We're open from 07:00am to 22:00pm everyday of the year except for Christmas day.  You can:

    Email us:         railcardhelp@nationalrail.co.uk

    Call us on:       0345 605 0525

    Write to:           National Railcards
                              PO Box 10776
                              Ashby-de-la-Zouch
                              LE65 9FA

      

     If you are not satisfied with the resolution we give you are entitled to contact:

    www.transportfocus.org.uk/help/rail-complaints

    http://ec.europa.eu/odr


  • How do I apply for a Disabled Persons Railcard online?
    A:

    Please click on 'Buy Now' on the website homepage and follow the instructions on the screen. You will need to provide proof of your disability to verify your eligibility online and a digital passport-style photo if you have selected ‘Digital’ under ‘Choose the type of Railcard you would like’ section. You can check if you are eligible here.

    Once your online payment has been successfully processed you will receive an email confirmation and acknowledgement of your application (this confirmation cannot be used to buy discounted tickets). Please allow up to 5 working days for your Railcard application to be reviewed and approved.

    If you have purchased a plastic Railcard, please allow 5 working days for delivery in addition to the 5 working days for your Railcard application review. You can choose to pay for Special Delivery, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

    If you have purchased a digital Disabled Persons Railcard, it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.  Please also allow up to 5 working days for your Railcard application to be reviewed and approved.


  • What methods of payment are accepted?
    A:

    A: We accept online payment via credit and debit cards. The cards accepted are: Visa, Visa Debit, Visa Electron, MasterCard, MasterCard Debit, Maestro and Solo.

    We cannot accept American Express or Diner's Club.

     

  • I have a promotion code to use toward the cost of my Railcard - it is not working. What can I do?
    A:

    All of our promotional codes have an expiry date, so please check that the code you are using is a current one.

    Alternatively, please check that you have read each character of the code correctly. We do try to use codes that are easy to read, but occasionally applicants can confuse;

    the letter “I” with the number “1” 
    the letter “O” with the number “0”(zero)
    the letter “S” with the number “5”.

     If any of these characters appear in your code please try their alternatives. However, if this does not work please contact the Disabled Persons Railcard office and we will do our best to check the status of the code you have. 


  • Can I buy a Disabled Persons Railcard for another person?
    A:

    Yes. You can buy a Disabled Persons Railcard for someone else online.

    Simply click ‘Buy Now’ on the website homepage and then when you get to the question, "Who is the Railcard being purchase for?" select " The Railcard is for someone else" and follow the instructions on the screen to continue with your purchase. You will also be asked to register if you do not already have an account or log in using your registered email address and password.

    You will need to submit proof of disability for the person you are applying on behalf of which can be uploaded in either a JPEG or PDF format. You will also need to provide their digital passport-style photo if you have selected ‘Digital’ under ‘Choose the type of Railcard you would like’ section.


  • Are there any offers I can benefit from as a Railcard holder?
    A:

    Yes. Please visit the ‘Offers & Competitions’ page for more details.


  • Can I claim back for any travel made while the application is being processed?
    A:

    You must be in possession of a Railcard when you purchase your tickets to be eligible for the Railcard discount, so applicants cannot claim back discount on any travel made whilst their application or renewal is being processed.


  • How long does a Disabled Persons Railcard application normally take to process?
    A:

    We endeavour to get your Railcard to you as quickly as possible. As a guide, please allow up to 5 working days for your Railcard online application to be approved and 10 working days for a postal application.

    If you still have not received your Railcard, then go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Disabled Persons Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘lost’, then click continue and follow the instructions on the screen. Please check that your address is correct before you order.

    Alternatively, you can contact the Disabled Persons Railcard office on 0345 605 0525.

    You will be sent a free replacement provided you do this within 30 days of your application date. If 30 days has passed from your date of purchase you can still request a replacement card, but you will have to pay £5 administration fee for a one-year Railcard and £10 for a three-year Railcard.


  • I am an Annual Gold Card holder and would like to buy a Disabled Persons Railcard for myself or someone else for £10. What is the process?
    A:

    If you have a valid Annual Gold Card, you can apply for a 1-year Disabled Persons Railcard for £10 either online or by post.

    To apply online, please email us a scan photo of the front and reverse of your Annual Gold Card to railcardhelp@nationalrail.co.uk so that we can validate your eligibility for a £10 Railcard. Once confirmed, we will email you a unique promotional code to obtain your £10 Railcard.

    You can then click on 'Buy Now' on the website homepage to get started. Please type the promotional code on the box under ‘If you have a promotional code, please apply it below’ section, click ‘Apply code’ to obtain the discount and follow the instruction on the screen to continue with your purchase. You will also have to provide the relevant evidence of eligibility and a digital passport-style photo if you have selected ‘Digital’ under ‘Choose the type of Railcard you would like’ section to complete your purchase.

    To apply by post, you will need to complete the Disabled Persons Railcard application form and return this with a photocopy of the front and reverse of your Annual Gold Card, a photocopy of evidence of eligibility and £10 payment to:

    National Railcards
    PO Box 10776
    Ashby-de-la-Zouch
    LE65 9FA

    Please click here for more information on Annual Gold Cards.


  • Can I renew to a digital Railcard?
    A:

    Yes! You can renew your digital Railcard within 30 days of its expiry to a digital Railcard.

    Simply go to ‘Renew my Railcard’ on the homepage, enter your log in details, click on ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

    Click here for the step by step guide on how to renew your Railcard.

     


  • How far in advance can I renew my Railcard?
    A:

    You can renew your Railcard (digital or plastic) up to 30 days in advance of the expiry date.

    Click here for the step by step guide on how to renew your Railcard.

     

  • Am I responsible for ensuring that I renew my Railcard?
    A:

    Yes. You must make sure that your Disabled Persons Railcard is renewed in good time before it expires.

    You can renew your Railcard up to 30 days in advance either online, by phone or by post.

    Click here for the step by step guide on how to renew your Railcard.

     

  • I applied for or renewed my Railcard by post and it hasn't arrived. What do I do?
    A:

    You will need to wait 10 working days and then contact the Disabled Persons Railcard office on 0345 605 0525. You will be sent a free replacement provided you do this within 30 days of your application date. If 30 days has passed from your date of purchase or renewal, you can still request a replacement card, but you will have to pay £5 administration fee for a 1-year Railcard and £10 for a 3-year Railcard.


  • I can’t find my download code
    A:

    Please check your mailbox (including your junk mail) for an email from our Railcard team.

    If you still can’t find it, go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Disabled Persons Railcard, then click on ‘Manage Digital Devices’ to request a new download code. You will need to click on ‘Request a new code for your Railcard’ to generate a new download code.

    Click here for the step by step guide on how to find your download code.


  • I don't have an email address. Can I apply online?
    A:

    No. However, somebody who does have a valid email address can apply for a Disabled Persons Railcard online on your behalf.

    They will simply need to click on 'Buy Now' on the website homepage to get started. When they get to the question, "Who is the Railcard being purchased for?", they need to select " The Railcard is for someone else" and follow the instructions on the screen to continue with the purchase. They will be asked to register if they do not already have an account or log in using their registered email address and password. They will also need to submit your proof of disability and provide a digital passport-style photo if they have selected ‘Digital’ under ‘Choose the type of Railcard you would like’ section.


  • How do I submit evidence of eligibility if I am applying online?
    A:

    Please click on 'Buy Now' on the website homepage to get started. When you get to the ‘Upload proof disability documentation’ page, please click on ‘Choose file’ to select the evidence of eligibility document on your device then click ‘Upload’ and follow the instruction on the screen to continue with your purchase.

    Files need to be provided in JPEG or PDF format with a maximum individual file size of 4MB. If you are using the mobile site, files can only be provided in JPEG format.


  • I applied for or renewed my Railcard online and it hasn't arrived. What do I do?
    A:

    You will need to wait 5 working days, then go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘lost’, then click continue and follow the instructions on the screen. 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 application date. If 30 days has passed from your date of purchase you can still request a replacement card, but you will have to pay a £5 administration fee for a 1-year Railcard and £10 for a 3-year Railcard.

     


  • I'm a child and I have a disability. Am I eligible for a Disabled Persons Railcard?
    A:

    Yes.

    5 to 15-year olds that are eligible can apply for a Disabled Persons Railcard. While the Railcard doesn't offer discounts on child fares, it will allow one person travelling with the cardholder to get 1/3 off most rail fares.


  • Which train companies give Railcard discounts?
    A:

    Your Railcard is accepted by all the Train Companies who operate Passenger Railway Services within England, Scotland and Wales. 

    Railcards do not give discounts on Eurostar services, Charter services, and Heritage Railways unless state otherwise. 


  • What is a download code?
    A:

    The download code allows you to add a purchased digital Railcard to the Railcard app on your device. It is found within the email confirmation you would have received after we have approved your Railcard application.

    Click here for more information on download code and managing your Railcard.

    Please note that the Railcard app is available to download from the Apple Store and the Google Play store.


  • Can I get a refund or extension if I have been unable to use my Railcard during lockdown?
    A:

    Unfortunately no. After careful consideration, the government has confirmed to us that Railcards will remain non-refundable and will not be extended. Refunding or extending Railcards would come at a significant cost to the taxpayer, at a time when the focus must be on maintaining rail services to support the country’s recovery from the pandemic. Please rest assured that this decision hasn’t been taken lightly and was made at the highest level.


  • What happens if I don’t have reception or I am offline?
    A:

    Railcard are available offline for a period of up to 72 hours. The Railcard app on your device will continue to show your digital Railcard as long as your mobile device has connected to the internet at some point within the last 72 hours. However, you will need an internet connection to buy your digital Railcard or add it to a new device.


  • How do I unblock my Railcard?
    A:

    You will need to contact our customer support team on 0345 605 0525 so that we can better understand the activity that has caused your Railcard to be blocked.

    If appropriate, they will be able to help you get back online with your Railcard.

     


  • Why has my Railcard been blocked?
    A:

    If we detect suspicious activity on your Railcard, it will be blocked until we have had the chance to speak to you.

    During this period, your Railcard will no longer be valid for travel.

    If your Railcard has been blocked, you will need to contact our customer support team on 0345 605 0525.

    **Excessive device changing can result in a Railcard being blocked**


  • I receive Personal Independence Payments. Am I eligible for a Disabled Persons Railcard?
    A:

    Yes.

    If you receive Personal Independence Payments at any level for either the Mobility or Daily Living components, you are eligibile for a Disabled Persons Railcard. Applicants will need to provide a copy of their current award letter.

     

  • Why would the taxpayers have to pay for a Railcard refund or extension?
    A:

    Due to the pandemic far fewer people have been travelling by train. This means that the government is offering additional financial backing to the rail industry so that services keep running to support the economy.


  • Can I use my Railcard on Eurostar services?
    A:

    No

    Eurostar does not provide domestic rail services in Great Britain and so (unlike domestic train operating companies) it is not required to accept Railcards as part of its franchise to operate services. Eurostar does, however, give discounts to customers who have to remain in a wheelchair for the duration of the journey. For more information, see the Eurostar website.

     

  • I have a local authority concessionary bus pass - does this make me eligible for a Disabled Persons Railcard?
    A:

    No

    Holding a concessionary bus pass does not entitle a person to qualify for a Disabled Persons Railcard. Concessionary bus passes are administered by local authorities who have the flexibility to use their discretion when issuing passes. So whilst many of the people who have a bus pass may be candidates for a Railcard, there are many who would not (for example, people with short term illnesses and conditions). Therefore we cannot accept the bus pass alone as grounds to issue a Railcard. 

     

  • I have a Blue Badge parking permit - does this make me eligible for a Disabled Persons Railcard?
    A:

    No

    Being a Blue Badge holder does not entitle a person to qualify for a Disabled Persons Railcard. The Blue Badge scheme is designed to give parking privileges to people with mobility problems who have difficulty using public transport. It is run by local authorities who have the flexibility to use their discretion when issuing badges. So whilst many of the people who have Blue Badges may be candidates for a Railcard, there are many who would not (for example, people with short term illnesses and conditions or parents of children who need to transport bulky medical equipment). Therefore we cannot accept the Blue Badge alone as grounds to issue a Railcard. 

     

  • I don't live in Great Britain or receive UK disability benefits - can I apply for a Disabled Persons Railcard?
    A:

    Unfortunately we do not have the resources or expertise to be able to validate documentation from outside the United Kingdom (UK) so we can only accept UK-based documentation as proof of eligibility.

    We are unable to send Railcards overseas, so all applications must include a delivery address in Great Britain. 

    People from outside the UK are advised to find out about the Britrail Pass which gives excellent savings to visitors to Britain. Alternatively, check out the range of Railcards that can be purchased at stations.  

    If you do not have a Railcard and are a wheelchair user or a visually impaired person travelling with a companion, you can get discounts on selected range of tickets - see the Concessionary Discounts page for details

     


  • Is my phone compatible for a digital Railcard?
    A:

    The Railcard App is available to download from the Apple Store and the Google Play store.

    The App is only compatible with devices that have the following software: Apple iOS 10 and above and Android 4.1 and above.

    The Railcard app is not compatible with Windows Phones.


  • Why can’t the train companies pay for the extension?
    A:

    Due to the pandemic fewer people have been travelling by train. Funding is currently being used to keep services running to support the economy. 


  • I have lost money because I have been unable to use my Railcard. How do I get this back?
    A:

    Though we do not recommend purchasing discounted tickets prior to the Railcard being in your possession, we want to ensure that nobody is left out of pocket by the problems and is able to travel at Railcard discounted prices. 

     
    If you had to pay extra or a penalty fare, please Direct Message us via Twitter or Facebook with your details, the proof of purchase and your tickets. 


  • Can I still buy a Railcard?
    A:

    You can buy a Railcard online by calling us on 0345 605 0525 or by post by sending your application to: 

    National Railcards 
    PO Box 10776 
    Ashby-de-la-Zouch 
    LE65 9FA 


  • I wear a burka or a niqab – will I have to show my face in the photograph?
    A:

    If you opt for a digital Railcard, you must provide a photograph. The photo should have been taken with nothing covering the outline of eyes, nose or mouth. The rail industry applies the same rules as the DVLA and Passport Agency, so photos with a person wearing a full facial burka / niqab (a veil that covers the face) are not acceptable. If a member of rail staff is unable to validate that the person on your Railcard is you, the Train Companies reserve the right to charge you the full price Standard Single fare for your journey as if no ticket was purchased before starting the journey and in some cases a Penalty Fare.


  • I currently receive Disability Living Allowance but need to apply for Personal Independence Payments. Can I still get a Disabled Persons Railcard?
    A: Yes

    You will need to provide either a copy of your award letter showing receipt of Disability Living Allowance in the past 12 months, or a copy of your award letter for Personal Independence Payments going forward.
     

  • How do I find out if my epilepsy medication will make me eligible for a Disabled Persons Railcard?
    A: We accept medications that are in line with Epilepsy Society guidelines listed on the Epilepsy Society’s website. Because many of these medications have other uses, if you are applying on the grounds of your epilepsy you will also need to send in a copy of the Exemption Certificate that enables you to receive your medication free of charge. More information on the FP92A form, available from GP surgeries, can be found here.
     
    To see the most up-to-date list of anti-epileptic drugs click here.

  • Where can people get the information here in a different format such as Large Print, Easy Read or Audio?
    A: You can download MS Word, PDF, large print, easy read and audio versions of the information leaflet and application form on this website - click here

    If you require information in a format other than these - such as Braille - please contact the Disabled Persons Railcard office.
     

  • How can I get registered as having a visual impairment?
    A: The RNIB gives good advice on this. See the 

    RNIB website

     for information on registration.
     

  • Does buying a ticket with my Railcard make the train company aware that I will need assistance?
    A: No

    If you require assistance to get on or off your train then you must book it in advance.

    If you are buying a ticket at a station or on the telephone to a train company then the person helping you should be able to help book assistance for you.

    If you are booking online, then it is likely that you will need to arrange assistance with the train company with whom you are travelling. For contact details of all train companies, see our Assisted Travel section of the National Rail website.

  • Can I have a plastic and digital version of my Railcard?
    A:

    Unfortunately you can only have one version of your Railcard – either plastic or digital. Once you have purchased your Railcard you cannot change the type of Railcard you have.


  • When I upload my proof of eligibility nothing appears to happen?
    A: There could be many reasons why you are struggling to upload your evidence of eligibility. Firstly, please provide your evidence in JPEG or PDF format with a maximum individual file size of 4MB.

    If you are using Internet Explorer the application form requires that you configure your browser to enable to JavaScript. If you are still having issues, then we would recommend using Google Chrome to submit your application, which you can download here.

    (This link will take you to a website outside disabledpersons-railcard.co.uk. Disabled Persons Railcard is not responsible for content or software downloaded from external sites.)

  • Can I buy tickets at a discounted rate before my Railcard arrives?
    A: No. You must carry your Railcard with you on any journey where you have bought discounted tickets with the Railcard. Therefore, if you buy discounted Railcard tickets before you receive your Railcard, you do this at your own risk.

  • I am getting the message "Internal Server Error" during the application process. What can I do?
    A: The “Internal Server Error” message is a generic error message which relates to issues to do with the way your browser is interfacing with the Railcard website. Sometimes this problem can occur if you are using compatibility mode in Internet Explorer (versions IE10 and lower).

    In Internet Explorer 10 you can click the compatibility mode button to switch it on or off.

    In Internet Explorer 11 there is no compatibility mode button so to access the Compatibility settings you will need to click on the Settings icon. In the menu that is subsequently displayed you will find “Compatibility View Settings” – click this.

    In the Settings panel that displays, make sure that disabledpersons-railcard.co.uk is not the box entitled, “Websites you’ve added to compatibility view”. If it is please click on the entry and click the remove button, then click to close it.
     



Can't find an answer? 

If the answer to your question is not in the above or you are having problems purchasing your Railcard, you can contact us

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. To find their contact details see the list of Train Operating Companies