Perhaps you are looking to cancel your ticket so that you can re-book with an amended itinerary? Or maybe you simply want to know if your ticket will allow for cancellations/refunds before you book it? So this does depend on the fare type that is selected during the booking process.
All cancellations/refunds of UK Rail tickets can be requested up to 28 days after the departure of the booked outbound train.
If you have made a booking already, take a quick look at your UK Rail ticket to locate the fare type. You will be able to find the conditions for each fare below:
- Off-Peak / Super Off-Peak / Anytime: These can be refunded minus a £10 fee set by the UK Rail companies.
- Advance fare: These tickets can only be refunded if a replacement ticket has been purchased for the exact same journey at a different date or time. The UK Rail companies do charge a £10 fee per person and per ticket which be taken from the refund amount.
- E-Tickets and print at station tickets: These can refunded according to the type of fare, as above.
- Self print/home print tickets: No refunds/exchanges are possible.
How to cancel:
- You will need to submit the online refund form, found here.
- Once submitted you will receive an email in around 4-5 working days to confirm the status of your request and if the refund was approved.
- If your request has been approved the amount will be refunded to you via the payment method used to make the booking.
- If you have an Advance fare ticket, you must provide a booking reference for the replacement ticket in the relevant field. Also, if you have printed your ToD tickets at the station, then you must send these in the post to the address mentioned on the form.
Please note that these are the conditions set by the UK Rail companies for their tickets. We must follow these conditions and unfortunately cannot override them.
We know that all of this can seem rather daunting and perhaps confusing, so if you have any questions at all regarding your fare type, the cancellation process or the online form, please don't hesitate to get in touch and we will be more than happy to assist you.
Wanting to know if your ticket can be used by someone else? Or maybe your booking is for multiple passengers but you are only seeing the same passenger's name printed on all of them?
Identification that matches the passenger's name is not required when using a UK Rail ticket. Depending on the type of ticket you have (for example an E-Ticket or a print-at-station ticket), you may or may not see a name printed on the ticket. Either way, it is nothing to worry about as the name shown on the ticket is not required and won't be checked.
The main difference between the two would be that second class tickets offer standard seating whereas first class tickets provide you with a more comfortable and spacious environment.
It is important to note that not all UK Rail companies offer first class seating, but you can find out more information regarding which ones do here.
We all hope to avoid any type of disruptions on our journeys, but unfortunately unexpected delays and cancellations can happen.
If your train is delayed, you are of course entitled to claim for compensation. This will need to be done directly with the train company that operated your journey (usually through an online form, found in a 'delay repay' part of their website). You will be able to find the name of the carrier on your ticket.
If your train has been cancelled then how you apply for compensation depends on whether your tickets have been used or not:
- If you have still been able to use your original tickets to travel on another service at another time, or if you used the tickets on one or more legs of your journey: you will be able to apply for compensation through the 'delay repay' process on the website of the train company.
- If your journey was abandoned and the tickets were not used to travel: you will be able to apply for a refund through our online refund form here (selecting the reason for the refund claim as 'Service Cancelled/Disrupted').
When booking train tickets for children, we know it can be complicated regarding what age category they fall into in the online ticket world.
These are the age categories regarding UK Rail tickets:
- Infant: under 5 years old - up to 2 infants can travel for free with each fare paying passenger.
- Child: 5-15 years old - 50% discount automatically applied the ticket price. If the child looks over the age of 15, it is always a good idea to carry a proof of the child's age when travelling, just in case.
- Adult: 16+
It is important to remember that not all UK Rail trains allow for seat reservations. This depends on a number of different factors such as the train carrier, the date/time you are travelling and what route you are taking.
Off-Peak, Super Off-Peak or Anytime fares:
- Seat reservations will not be automatically included in any of these bookings, as these tickets are valid to travel on multiple trains throughout the day.
- If the selected train allows for it, you will be able to add a seat reservation during your booking at no additional cost. The seating preference chosen will be adhered to if possible but these preferences are not guaranteed.
- If you have forgotten to add this on during the booking stage, this can also be done after booking by contacting one of our agents in our Customer Service Team.
- Seat reservations are included in these tickets (if the selected train allows for this).
Please note: seat reservations will print on a separate voucher (for tickets selected to be printed at the station), and bookings with seat reservations are only valid if you have both the seat reservations and the tickets.
There are three types of UK Rail tickets that are available to book through us at Omio (formerly GoEuro). The printing instructions for each of these are as stated below:
- ToD (Ticket on Departure):
These tickets must be printed at the station before travelling.
Almost every train station in the UK will have a ticket machine or a ticket desk, where you will be able to print your tickets. You can check the station facilities for each station on the National Rail website here.
To print the tickets, you will need to have the 8 digit booking reference given to you after booking. You would find this on the confirmation page, in the confirmation email and also on the ticket voucher.
The ticket machine may ask for a card to be put into the machine in order to print the tickets, if this is the case then any bank card will be OK. You do not need to have the payment card to print or travel. The payment has been made already so if you enter a different card to collect the tickets you will not be charged again.
E-tickets can be shown from a mobile device, from the GoEuro app or the attachment in the conformation email. They must be scanned at the ticket gates, and once they have been scanned they are no longer refundable.
E-tickets can also be printed out at home onto plain paper and brought to the station. However, it will not be possible to print these tickets at a ticket machine or desk at the station.
- Self Print Tickets:
These tickets must be printed at home. They cannot be shown on a mobile device and it will not be possible to print them at the station
You can carry a fair amount of luggage on UK Rail trains, so you shouldn't face too many difficulties when deciding what to pack or bring with you on your journey.
On any UK Rail train you may take up to three items of personal luggage free of charge; this includes two large items (such as suitcases or rucksacks) and one item of smaller hand luggage (such as a briefcase). Full details of the free allowances are available at stations.
Excess luggage and certain more bulky items (such as skis) may be carried, subject to available space, at an extra charge.
It is best to check with the Customer Services of the individual UK Rail Train Companies for further details.
Please note: on some Gatwick Express services, bulky items such as skis are conveyed free in the luggage van. There is plenty of space on board for other luggage. Check with specific operator for more details.
Thankfully your beloved dog, cat or other small animal is allowed to travel with you, free of charge, on UK Rail trains. This is however subject to the below conditions, so we kindly ask that you read the following points carefully before travelling:
- A maximum of two pets per passenger allowed free of charge, provided they do not endanger or inconvenience other passengers or staff. More than two will be subject to fees.
- Dogs must be kept on a lead at all times unless contained in a basket.
- Dogs without leads, cats, birds and small animals must be carried in an enclosed basket, cage or pet carrier. It must be rigid and not open (to prevent escape) and the animal must be able to stand and lie down in comfort.
- Animals and containers must not occupy seats, otherwise a charge will be made.
- Animals are not allowed in restaurant cars except for blind persons' guide dogs or deaf persons' assistance dogs, which may be allowed into the restaurant car at the Steward's discretion. However, every effort is made to serve meals at blind or deaf persons' seats within the normal seated accommodation.
- Blind persons' guide dogs or deaf persons' assistance dogs are allowed on Sleeper services provided the blind or deaf person and dog are booked into single-cabin accommodation. The guide or assistance dog is conveyed free and no cleaning charge applied.
- Caledonian Sleeper allows dogs to accompany able-bodied passengers subject to a charge for a heavy duty clean.
- Booking for all dogs travelling in Sleepers should be made at least 48 hours in advance.
- Byelaw 16 allows the train company to refuse carriage or entry to any animal. If your dog or other animal causes a nuisance or inconvenience to other passengers you may be asked to remove it from the train or railway premises by the Train Company or Rail Service Company staff.
- When dogs are carried in the guard's van/luggage van (other than those in a container) they must be secured with collar and chain and properly muzzled.
We are happy to inform you that bikes should be accepted on all trains. However, the availability and the need to purchase a separate ticket will depend on which UK Rail train company you are travelling with.
Please see this page on the National Rail website for more information; at the bottom there is a list of the different train operating companies.
When selecting a railcard to be applied to your UK Rail booking on Omio (formerly GoEuro), please ensure that it is valid and is eligible for the discount. If the Railcard is valid when booking but expires before travel you will either need a new railcard or a new ticket.
Also, if you book for three passengers but only one has a discount card, please make sure to book separately: one booking for the passenger with the discount card, and another booking for the two people without a discount card.
Each Railcard carries an individual amount of discount and usage policies. For specific details please take a look on the National Rail website here.
- 16-25 Railcard
- 26-30 Railcard
- Disabled Persons Railcard
- Disabled Child Railcard
- Family & Friends Railcard
- Annual Gold Card
- HM Forces Railcard
- Jobcentre Plus Travel Discount Card
- Network Railcard
- Senior Railcard
- Two Together Railcard
- Young Scot National Entitlement Card
- Cambrian Railcard
- Cotswold Line Railcard
- Dales Railcard
- Devon & Cornwall Railcard
- Esk Valley Railcard
- Heart of Wales Railcard
- Highland Railcard: North Scotland
- Manchester Airport Staff Discount
- Club 50 Web - ScotRail
- Pembrokeshire Railcard
- Strathclyde Concessionary
- Valleys Senior Railcard
- Valleys Student Railcard
- Visually Impaired/Wheelchair User (34% Concession)
- Visually Impaired/Wheelchair User (50% Concession)
- Wheelchair User (Child)