Frequently Asked Questions?
Most frequently asked questions
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Why can’t I have a refund or extension?
A:
After careful consideration, the government has confirmed to us that Railcards will remain non-refundable and will not be extended. Refunding or extending Railcards for over 5.1m customers 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.
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I haven’t been able to travel by train so I should get a refund for my Railcard. Why can’t I have one?
A:
Rail services continued to run throughout the pandemic to support key workers and the economy. Anyone who continues to travel by train with a valid Railcard can use their Railcard discount on their journey if they are eligible to do so. Many customers can make back the £30 cost of a Railcard in just one journey, which is why they are non-refundable.
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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 the economy.
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I’ve never used my Railcard so why can’t I get a refund?
A:
When you next travel by train a valid Railcard will save you 1/3 off most rail fares. The cost of buying a Railcard can be made back in just one journey, which is why it’s included in the Terms and Conditions at the time of purchase.
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Why has it taken so long to update customers on refunds and extensions following lockdown?
A:
The rail industry and the Government have been working together on numerous proposals to try and find a way forward for Railcard customers. Unfortunately, these conversations take time, especially when they happen at the highest level.
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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.
Can't find an answer? Get in touchIf you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address. railcardhelp@nationalrail.co.uk 0345 3000 250 (07:00hrs to 22:00hrs) National Railcards
Train CompaniesIf 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. You can find their contact details by clicking on this link train company list.
Transport FocusIf, 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 |
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