Frequently Asked Questions?

Most frequently asked questions

  • 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.


  • How do I replace my Railcard that 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 1-year Railcard and £10 for a 3-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.

     

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

    Plastic: if you get a plastic Railcard, please allow up to 5 working days for your Railcard application to be approved and another 5 working days* for your Railcard to be delivered.

    You have the option of paying £6.50 for our Special Delivery service. Providing you have placed your order before 16:00pm this will guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

     

    Digital: if you get a digital Railcard, please allow up to 5 working days for your Railcard application to be approved and once approved your download code will be with you straight away.

    You can only start travelling on discounted tickets once you have received your Railcard. You cannot use your printed-out confirmation of sale to get a discount. The Railcard is the only proof of entitlement to discount that rail staff are able to accept.


  • How can I buy a digital Railcard?
    A:

    Digital Railcards can be bought through the Disabled Persons Railcard website only. Click on 'Buy Now' from the homepage to get started.
    In most cases, you should get your digital Railcard instantly.

    Click here for more information on managing your Railcard


  • 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


  • I can’t find my download code
    A:

    Check your mailbox (including your junk mail) for an email from our Railcard team.
    If you still can’t find it, log into your Disabled Persons Railcard account and follow the links to ask for a new code.

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


  • What is a download code?
    A:

    You need a download code to add your Railcard to your app.
    You can find this code in the email we send after you complete your Railcard application.

    Click here for more information on download codes and managing your Railcard


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

    If you have already bought a digital Railcard, you should have received 'a download code' by email.
    Once you've got this code, go to the app, tap on the ‘+’ button in the top left of the screen and enter your code.

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


  • My download code won’t work
    A:

    Your download code may have expired or been used on too many devices.
    Log into your account and request a new download code.
    You can only store your digital Railcard on a maximum of 2 devices, so you may need to remove your Railcard from an existing device to add it to a new one.

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


  • What happens if I lose my device?
    A:

    In the unfortunate scenario where you lose your device, you can simply add your digital Railcard to a new device. If your Railcard is already associated to two devices, please log in to your account and you will find an option to Manage your devices for any active Railcards you own. Simply select the device you want to remove. Once you have done this you will be able to add your Railcard to a new device.


  • 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**


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

    Railcard discounted tickets which involve a cross-London journey are valid for travel on the London Underground.

    Disabled Persons Railcard holders can also register their Railcard discount onto an Oyster card to get 1/3 off Oyster pay as you go single fares and daily caps on National Rail, London Underground and Docklands Light Railway services.

    To set your discount on an Oyster card take your Oyster card and valid 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. 

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

    As a special concession, a Disabled Persons Railcard holder travelling on Oyster pay as you go 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) for one adult travelling with them.

    The accompanying person must travel with the Railcard holder for the whole of the journey.

    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.

     


  • 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.

     

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

    Simply select Apply Now and follow the on-screen instructions for a new application.

    You will need to provide proof of your disability to verify your eligibility online. Check that you are eligible here. Please allow up to 5 working days for your Railcard application to be approved.

     


    You will need to make payment at the time of application. Once your online payment has been successfully processed you will receive an email confirmation and acknowledgement of your application (this confirmation does not confirm acceptance of your application and cannot be used to buy discounted tickets).

    If your application is successful, your new Railcard will be dispatched within one working day by UK Mail unless otherwise specified. Please allow five working days for delivery. You will have the option of paying for Special Delivery which, providing you have placed your order before 1600hrs will guarantee that your Railcard is delivered within two days (Sunday to Thursday) or three days (Friday to Saturday).

    Your Railcard cannot be collected from a National Rail station.

    You will not be able to travel on discounted tickets until you have your Railcard – you cannot use the printed confirmation of application.


  • 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.

     

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

    If you are applying for a Disabled Persons Railcard online then you will need to submit your 

    evidence of eligibility


    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 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. 

     

  • 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.

     


  • 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.


  • Can I buy a Railcard at a National 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


  • 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. 


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

    To remove your Railcard from an existing device you will need to log into your account and find the option to 'Manage your Railcard'.
    Then just choose the device you want to remove your card from.

     


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

    Please allow up to 5 working days for your Railcard application to be approved and once approved your download code will be with you straight away.


  • 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 


  • Why am I having difficulties getting my Railcard?
    A:

    Our website recently underwent essential, planned maintenance to upgrade and improve existing technology and enable a much quicker, smoother buying process. This was the biggest upgrade in 7 years and the core maintenance was completed within a 24-hour period. While 99% of people are using the website without any problems, some outstanding issues have been identified and we are working continuously to bring these to a close as a matter of urgency, while ensuring that we apply suitable due diligence to resolve these and ensure our customers’ data security. We apologise sincerely for any difficulties.


  • Can I renew to a digital Railcard?
    A:

     

    Yes! You can renew your Railcard within 30 days of its expiry to a digital or a plastic Railcard.
    Just log into your account and select 'digital' when completing the application process.

     


  • 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 application to be approved for an online application and 10 working days for a postal application.

    If after this time you have still not received your Railcard, please contact the Disabled Persons Railcard office and we will be happy to help. We may need to send you a free replacement Railcard provided you contact us within 30 days of the date you purchased your Railcard.

    An administration fee  - £5 for a one-year Railcard and £10 for a three-year Railcard - may apply for a replacement Railcard application made more than 30 days after the date of purchase.

    You will not be able to travel on discounted tickets until you have your 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 one year Disabled Persons Railcard for £10 either online or by post.

    To apply online, you will first need to email a copy (scan or 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 apply for a Disabled Persons Railcard online either for yourself or on behalf of someone else, using the promotional code to obtain the discount and providing the relevant evidence of eligibility.

    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

    Annual Gold Card holders can buy one national or Network Railcard for £10 for themselves or someone else during the validity of their Annual Gold Card. The Railcard will be valid for one year regardless of when the Annual Gold Card was issued.

    More information on Annual Gold Cards 


  • Which train companies give Railcard discounts?
    A:

    You can use your Railcard on all franchised train operating companies that provide services within England, Scotland and Wales.

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


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

    No. The Railcard discount does not cover charges on various articles or animals. For details of which items carry a charge, and details of the charges, please call National Rail Enquiries on 03457 48 49 50.


  • 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.


  • 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 0700hrs to 2200hrs everyday of the year except for Christmas day.  You can:

    Email us:         railcardhelp@nationalrail.co.uk

    Call us on:       0345 3000 250

    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


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

    Yes.

    Five 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.


  • 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.
     

  • Can I travel on discounted tickets if my Railcard expires before I complete my journey?
    A: Discounted tickets are only valid if you are using them with a valid Railcard. If your Railcard expires before the end of your journey then you will need to renew it to be able to complete your trip using expired tickets. If the only Railcard you have is expired, you will not be able to continue to use your discounted tickets.

  • Can I reserve a seat or seats if booking a ticket or tickets in advance?
    A: Yes, many of the train companies 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.

  • 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.

  • 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 Railcard when you are buying your tickets. You must also have your Railcard with you when you show your tickets to members of staff when you travel. If you cannot show your valid Railcard, then you and any accompanying adult will have to pay the full fare.

  • Can I use the Railcard in Northern Ireland or Eire?
    A: The Disabled Persons Railcard can only be used for discounts on the National Rail network in Great Britain, that is England, Scotland and Wales. It cannot be used on the Irish mainland, neither in Northern Ireland nor Ireland.

    Residents of Northern Ireland (being eligible to receive UK benefits) can apply for the Railcard to use when they travel in Scotland, Wales or England.

    With regard to concessionary travel schemes on the Irish mainland:

    Northern Ireland: see www.translink.co.uk

    Eire: 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 use the Disabled Persons Railcard to get discounts on Season tickets?
    A: No

    Railcards cannot be used to get discounts on Season tickets as they are already heavily discounted tickets. For example, most weekly Season tickets give you seven days travel for the price of five days and most Annual Season tickets give you 52 weeks of travel for the price of 40 weeks.

  • I have a plastic Railcard, can I swap it for a digital one?
    A: Unfortunately you are unable to 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. 

  • 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.

  • 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.


  • 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.

  • 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 a Railcard on behalf of someone else?
    A: Yes. If you wish to apply for a Railcard on behalf of someone else you can do so by clicking on the ‘Apply Now’ button.

    It is best to apply using your own email address and at the beginning of the application process you will be asked if you are applying for a Railcard for yourself or for someone else.

    You will need to submit proof of eligibility for the person you are applying on behalf of which can be uploaded in either a JPEG or PDF format.

  • I have a promotion code I’d like to use towards the cost of my Railcard but its 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. 

  • I don't have an email address. Can I apply online?
    A: To apply for a Disabled Persons Railcard online for yourself you need a valid email address. However, if you don’t, somebody who does have an email address can apply for a Railcard online on your behalf.

    The process is very simple and starts exactly the same as normal, but when asked they will need to select that they’re applying for a Railcard for someone else.

  • What methods of payment are accepted?
    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.

    We regret that we cannot accept cheques or Paypal online.
     

  • 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.

  • My Railcard has not arrived in the post. What can I do?
    A: You will need to wait five working days and then log back in to your Railcard online account, select ‘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 purchase 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.

  • How can I change my address details if I am an online Railcard customer?
    A: Simply log in and enter your email address and password. Choose “Edit your details” to edit your address.
     

  • 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.
     

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

    You must make sure that your Railcard is renewed in good time, because a Railcard that has expired is not valid for use. We will try to send you a reminder and a renewal form a few weeks before your Railcard expires. You can renew your Railcard up to one month in advance either online, by phone or by post.

    See the Renewing your Railcard page for details. 

     

  • How far in advance can I renew my Railcard?
    A: You can renew your Railcard up to 30 days in advance of the expiry date. To renew your Railcard see the Renewing your Railcard page.
     

  • 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.

     

  • 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.

  • 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.




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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