Frequently Asked Questions?

Most frequently asked questions

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

  You will need to wait 12 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.

  ---

• 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.

   

  ---

• 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.

   

  ---