Frequently Asked Questions?

Most frequently asked questions

  • Why is it taking so long to respond to my queries or social media posts?
    A:

    There are some cases where the solution cannot be immediately remedied, particularly where a matter of privacy is involved and as we are answering each query individually, regrettably, this is sometimes taking longer than we or our customers would like.  We have teams working continuously to catch up with the backlog and again offer our sincere apologies to all customers for any delay and inconvenience they have suffered. 


  • 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:

    Our website is functioning and 99% of people are not experiencing difficulties. Additionally, you can buy a 1-year Senior Railcard at any staffed National Rail ticket office and 3-year Railcards on our website. 


  • 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 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
PO Box 10776
Ashby-de-la-Zouch
LE65 9FA

 

Train Companies

If 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 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

 
railcardhelp@nationalrail.co.uk
0345 3000 250 (07:00hrs to 22:00hrs)
National Railcards
PO Box 10776
Ashby-de-la-Zouch
LE65 9FA

 

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