National Rail Accredited

    Help & support


    You can make your payment using the fowing types of payment card:

    • Visa Credit*, Visa Debit, Visa Electron
    • Mastercard Credit*, Mastercard Debit
    • Maestro
    • American Express*
    • Diners Club

    If you have entered your card details in our system and have any queries about your booking, please contact the customer service team.

    Please note that emails are an insecure form of communication. In the interests of payment card security, customers should not include any payment card details in email correspondence to MyTrainTicket.

    *Please note that we apply a credit/charge card fee of 2%. There is no card fee when paying with debit cards, including Visa Electron and Maestro. A booking fee of £1.50 applies to all transactions unless otherwise stated.

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    When will my tickets be delivered?

    Your tickets will be delivered by the method you selected at purchase. Please see the timescales below for when to expect your tickets.

    Self-service ticket machines

    Please ensure that you arrive at the station at least 15 minutes before your departure, if you have chosen to collect your tickets from a self-service ticket machine.

    Your tickets can be collected from a self-service ticket machine 2 hours after completing your booking.

    First Class delivery

    Unless extreme weather conditions apply, your tickets should arrive within 7 working days if you have placed your order before 2pm. First Class delivery is FREE.

    Royal Mail Special DeliveryTM Next Day delivery

    Unless extreme weather conditions apply, if ordered before 3pm Mon-Fri, your tickets will be delivered by 1pm the next day (for most parts of the UK *). If ordered after 3pm, your tickets will arrive within 2 days.

    * Some remote parts of the Scottish mainland and the Scottish Isles take longer.

    What should I do if I haven't received my booking confirmation email?

    The primary confirmation of your booking is shown on your screen immediately after a successful payment transaction. It confirms the booking reference, your journey information and your payment details. For your convenience, we also email you a copy of the booking confirmation. Please allow 30 minutes to receive your booking confirmation email. If you have not received it within this time, check the following:

    • Occasionally, emails are blocked by SPAM filters. Please check your SPAM email inbox to ensure the booking confirmation is not in there. If it is, you should be able to select an option in your email to say this is not spam and allow emails from this sender
    • Perhaps you entered your email address incorrectly? If you think the email address is incorrect please contact us

    If you have still not received your email confirmation, please contact our customer service team.

    What should I do if I have not received my tickets?

    Please allow enough time, as per the guidance above, for your tickets to arrive.

    If your tickets have not been delivered by the expected date, please contact our customer service team. If we can confirm that no attempted delivery has been made by Royal Mail, we will provide you with replacement rail tickets for your journey. In any event, please contact us if your tickets have not arrived within 3 working days of departure.

    How do I collect my tickets from a self-service ticket machine?

    Collecting your tickets from a self-service ticket machine is easy. Follow these simple steps:

    1. Take a print-out of your booking confirmation details with you when you collect your tickets
    2. Choose the option to collect pre-paid tickets (it is very important to select this before you insert your card; otherwise the machine will not know to check if you have pre-paid tickets)
    3. Insert your credit/debit card that was used to make the train booking. If your payment card has been replaced since you made your booking, please contact our customer service team
    4. Key in your unique ticket collection reference number, shown on your booking confirmation
    5. Collect the tickets dispensed by the machine (please wait until the main screen informs you your transaction is complete and check that you take ALL your tickets, and that they cover your whole journey, as well as any supplements and seat reservations)

    For more information, please see the ticket delivery page.

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    Refunds, Amendments and Cancellations

    Can I apply for a refund of my ticket?

    Anytime and Off-peak train tickets may be eligible for a refund. If you decide not to use your ticket to make all or part of your intended journey, then you can apply for a refund.

    Advance tickets are non-refundable, unless the service was subject to cancellation by the Train Operating Company. You can amend an Advance ticket by buying a qualifying replacement ticket, which then allows you to apply for a refund of your original ticket. For more information about how to amend your advance tickets please see How can I amend my Advance ticket?.

    How do I apply for a refund?

    For information on how to apply for a refund please click here or log into your ' My Account' to see if your tickets are applicable for a refund.

    If you have any questions, please contact our dedicated customer service team.

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    How can I amend my Advance ticket?

    Advance tickets are non refundable.

    Advance tickets can be amended however as long as you only want to change the date or time. If you want to travel on a difference route, new tickets will have to be purchased.

    If you want to change the date or time of your tickets, you can by logging into your 'My Account'. You can login to your account at anytime throughout the booking process (once you've searched a journey). The link is situated in the top right hand corner.

    Once in your account click "Change date/time" next to the journey you want to change, and follow the steps to select the new time and date.

    Changes can be made up to 2 hours before your original departure time. You can change to any ticket of equal or greater value. Please note that in addition to any difference in ticket cost, there is a £10 charge per ticket changed.

    To see if your tickets are applicable for amendment or refundable, please log into your 'My Account'.


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    What if the Train Operating Company cancels the train?

    Even if your train was scheduled to run at the time you made your booking, subsequent disruption to services can occur, so it is always advisable to check your planned journey with the Train Operating Company before setting out.

    If a Train Operating Company cancels a service you wish to take or on which you have a reservation, you should be able to take the next available service but are advised to contact an appropriate member of staff at the station. If you have not yet left for the station, please contact the Train Operating Company whose service has been cancelled and ask them to confirm the alternative arrangements that they have made to accommodate you on another train.

    If, as a result of the cancellation, you choose not to travel, you will be eligible for a refund (for any type of ticket that you bought) through MyTrainTicket and no administration fee will be charged. If a Train Operating Company (TOC) has cancelled the service you have booked and you choose not to travel, MyTrainTicket will refund the cost of your ticket, once we have received your unused tickets and verified with the TOC that the service was cancelled. There will be no admin charges but please note that booking charges, postal and credit card charges (if they have been applied) are not refundable.

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    Like Train Operating Companies (TOCs), MyTrainTicket depends upon the National Reservation System for its seat reservations. Although we do pass on any seat preferences that you specify to the TOC, seat allocations are subject to availability and we cannot guarantee that your preferences can be met.

    Our system will automatically try and reserve a seat free of charge for all tickets booked on our website.

    Even if you did not get a seat reservation, your ticket is still valid and the train operator will always leave some seats available for those customers without reservations. You are free to sit in any of these unreserved seats for the appropriate class of ticket.

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    Ticket types

    What types of ticket are available?'s online booking system will help you to find the most appropriate train fare for your journey. For further information about the types of tickets available, please see the ticket types section.

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