FAQs

• Can I claim a refund if I don't use my Railcard?
• What do I do if my Railcard is lost, stolen or damaged?

1. Can I claim a refund if I don't use my Railcard?

No. Unfortunately the Family & Friends Railcard is non-refundable.

2. What do I do if my Railcard is lost, stolen or damaged?

If you bought your Railcard online, you will need to get a replacement online. You can only apply for a replacement Railcard 7 or more days after the date of original purchase.

To apply for a replacement Railcard, please login here and follow the instructions on screen.

If you lose your Railcard you will have to pay a £5 administration fee.

If you bought it elsewhere, provided you can produce the completed “Receipt” portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will have to pay a £5 administration fee.

If your Railcard has been stolen and you have been given a crime reference number or documents by the Police, then we will normally give you a free replacement.

To replace a stolen card you bought online, please login and follow on the guidelines.

Until you have your replacement Railcard, we’re sorry but you will have to pay the full fare. This isn’t refundable.