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The best place to start for most queries is our Frequently Asked Questions section.

Most of our customers want to know...

  1. Which stations offer self-service ticket collection?
    You don't need to pick up your tickets from the station you selected when making a booking - You can collect from an enabled machine at any one of the 1000 stations in the list below. Select the...
    Date Updated: 23/04/2012
  2. How can I change or cancel my ticket?
    We know your travel plans can change. Once you've made a booking, the options available for cancelling or changing tickets depend on the type of tickets you've chosen. Select the type of ticket...
    Date Updated: 11/04/2012
  3. When can I use Off-Peak and Super Off-Peak tickets?
    When you book on thetrainline.com, we will only ever show you tickets that are valid for the train times you select, so you can be confident you will be able to travel at your chosen time. With...
    Date Updated: 29/09/2011
  4. What are the benefits of having a Railcard?
    There are 6 different Railcards available, each offering savings on most available train tickets. The table below shows the different types of railcard, their benefits and who is eligible. Railcard...
    Date Updated: 16/05/2012
  5. I've requested a refund, when can I expect to get it?
    When requesting a refund you should have been given an estimated refund processing date. Although we try our best, sometimes unforeseen circumstances such as adverse weather conditions or unusually...
    Date Updated: 05/01/2012

If you didn't find what you were looking for, our Contact Guide will help you find the best way to get in touch. If you prefer, you can reach us using the details below:

  • Phone

    You can call us on 0871 244 1545. Our support team are available to take your call 7 days a week, from 8am until 10pm.
    (Please note that calls to this number cost 10p per minute from a BT landline. Calls from other operators and from outside the UK may cost more.)

  • Email

    Ask us a question using our web form. Our support team aim to respond to all enquiries within 12 hours.

  • Post

    If you've requested a refund or made a change to your ticket via your online account and have been asked to return your unused tickets, please use the following address. For any other enquiry please first contact us using one of the methods listed above.

    PO Box 23972
    Edinburgh
    EH3 5DA

  • Answers
    • Find the answer to your query in our FAQs
  • Contact Us
    • How to contact thetrainline.com
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