Frequently Asked Questions?

Most frequently asked questions

  • 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. 


  • How long until the issue is fixed?
    A:

    Our website is now working although a few intermittent technical issues remain, of which we are aware and which are impacting a very small amount of cases. We are working continuously to resolve any difficulties and minimise the disruption.  We will notify customers when all the issues have been fixed and apologise sincerely for the inconvenience caused. 


  • 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't find an answer? Get in touch

If you need to get in touch we’re open from 0700hrs to 2200hrs every day of the year except for Christmas day. 

Email us at disability@atoc.org
Call us on

0345 605 0525 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

Minicom/Textphone

0345 601 0132

(For customers with hearing impairments)

Send a letter to

Disabled Persons Railcard Office
PO Box 10776
Ashby-de-la-Zouch
LE65 9FA

 

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: advice@transportfocus.org.uk

Phone: 0300 123 0860

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