Frequently Asked Questions?

Most frequently asked questions

• 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. 

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