Frequently Asked Questions?

Most frequently asked questions

  • 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

    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 [email protected]
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

 

Train Companies

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.

 

Transport Focus

If, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Contact details are shown below:

Email: [email protected]

Phone: 0300 123 0860

Freepost RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ