Frequently Asked Questions?

Most frequently asked questions

  • Am I eligible to use a Family & Friends Railcard?
    A: Any adult can buy a Family & Friends Railcard. To use it, at least one of the group travelling must be named on the Railcard and there must also be at least one child travelling on a child rate ticket. The named Railcard holder must travel for the entire journey with any passengers who have been bought discounted tickets.

  • My child is under five. Can I still use a Family & Friends Railcard?
    A: Children under five years of age travel for free so do not have to have a ticket for travel. However, at least one child in your group will need to have a child rate ticket for you to be able to use a Family & Friends Railcard. So, if the children in your group are all four years of age or younger, you can buy one of them a discounted child ticket so that any accompanying adult can benefit Family & Friends Railcard discount.

  • What happens if my child turns 16 while my Family & Friends Railcard is still valid?

    Children who turn 16 while your Family & Friends Railcard is valid are still entitled to get a discounted child fare for a time.

    If you have a 1-year Family & Friends Railcard, your child who has turned 16 can travel as long as the 1-year Family & Friends Railcard is valid.

    If you have a 3-year Family & Friends Railcard, your 16-year old can only travel as a child on the Railcard card until the day before they turn 17.

  • Who can be a named Family & Friends Railcard holder?
    A: Any two adults can be named cardholders, and they can take up to four children with them. The second cardholder can be any adult that might spend time with your children such as a friend, grandparent, or childminder.

Can't find an answer? Get in touch

If you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address.

0345 3000 250 (07:00hrs to 22:00hrs)

National Railcards
PO BOX 6616
DD11 9AR


Train Companies

If you have any questions concerning rail ticket prices or journey planning National Rail Enquiries will be happy to help you.

If you have any comments about a specific rail journey please contact the train company that provides the service. You can find their contact details by clicking on this link train company list.


Transport Focus

If, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Contact details are shown below:


Phone: 0300 123 0860

Transport Focus
PO Box 5594
Southend on Sea
0345 3000 250 (07:00hrs to 22:00hrs)
National Railcards
PO BOX 6616
DD11 9AR


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