Ticket Delivery Policy

Digital Tickets

Digital Tickets (etickets) are emailed as a PDF attachment to you, meaning you’ll need a mobile device that can open PDFs and has internet access to receive the email. You can use them in one of the following ways –

1. Open the PDF attachment and show the eticket on your mobile device.
2. Print the eticket.
3. Download the eticket on our app.

An eticket can only be used by one customer for one valid journey and it’s a criminal offence to amend and/or reproduce an eticket for fraudulent use. If two passengers show the same eticket for travel, they could both be treated as invalid. You’re responsible for any fraudulent use of your eticket. etickets are non-transferable.

By purchasing an eticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your mobile phone or printed and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket. It is your responsibility to ensure that your mobile phone has sufficient battery life that you are able to show the ticket at any time during your journey.

Some train operating companies apply additional restrictions to the use of etickets – you must note any additional restrictions notified during the booking process. If you have not printed your eticket your mobile phone must be switched on to use it to travel. You should also check that you have enough battery on your phone to complete your journey. If it runs out of battery in the middle of a journey, you may have to pay the appropriate fare or could face paying a penalty fare.

ITSO Smartcard

For some bookings you can have your ticket delivered to your ITSO Smartcard. If you’re using an existing Smartcard, you must make sure you enter the correct reference number as we can’t change this once payment’s been taken. You must carry your Smartcard with you when you travel and make sure you validate it at the start and end of your journey by using the ticket barriers.

For more information on the ticket types, we recommend you read the terms and conditions for the operator you’ll be travelling with.

Collecting tickets at the station

For many bookings, we allow you to collect your travel tickets from a range of stations, and you must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, such as the station opening hours.

If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service), you should contact the station staff for further assistance. If there are not any staff members at the station, you should board your booked train and make yourself known to the on-train staff at the earliest possible opportunity, who can help deal with your issue.

In order to collect your tickets from the station, you must use the same card which you purchased the tickets with. Please read more about what to do if you have a new card issued or if your card has been lost or stolen in our Frequently Asked Questions below.

Tickets by Post

We will dispatch tickets by normal post to the address you specify during the delivery process. You should always ensure that the address provided is correct. Tickets will be processed and dispatched by First Class post within 24 hours of booking. Tickets must be booked at least six working days prior to travel, in order for them to be delivered by normal post.

Restrictions

Normal post is not a permitted delivery option for overseas addresses. Those registering from an overseas address, or using an overseas registered card, will be able to collect their travel tickets at a self-service ticket machine. Unfortunately, it is not possible to post to a non UK address.

Next day delivery

To receive your tickets on the next working day after your booking, we will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should always ensure that the address you provide is correct, as you will need to sign for your tickets upon receipt of delivery. If you book your tickets by 16.00hrs, delivery is guaranteed by 13.00hrs the next working day, and a signature will be required upon delivery. Bookings made on a Friday will be delivered the following Monday, while bookings made on Saturday or Sunday will be processed the following Monday for delivery on Tuesday.

Next Day Delivery is not a permitted delivery option for overseas addresses. Those registering from an overseas address, or using an overseas registered card, will be able to collect their tickets at a self-service ticket machine. Unfortunately, it is not possible to post to a non UK address.