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What is an eTicket?

An eTicket is a ticket that we email to you. The eTicket comes in both a PDF and in a pkpass format. You can use the pkpass format on iPhones and iPads. It’s much easier and quicker than collecting your ticket from a station! Your eTicket has a barcode that can be scanned at gatelines at stations, or by the guard / train manager on board a train, to check that it’s valid. More details on eTickets are available here.

Do I need to get an eTicket?

It is definitely a good idea to travel with an eTicket in order to minimise contact with others. However, it is certainly not compulsory to get an eTicket. Also, if eTickets are not available for your chosen journey, then it is fine to collect your tickets instead, or have them posted to you. Indeed, we can offer also the option of Royal Mail 1st Class Post for delivery of your train tickets.

How do I get a refund for an eTicket?

If you would like a refund for an eTicket we’ve sent you, simply email us at refunds@railsmartr.co.uk providing your booking reference number (beginning WEB001) and let us know which tickets you would like refunded.

There’s no need to attach your eTickets, as we can access all the ticket details.

Please remember to send us your request no more than 28 days after the last date of validity of the ticket. After this time your ticket will no longer be eligible for a refund. To find out more please visit our Refunds and Amendments page.

Do I need a smartphone to use an eTicket?

No, you don’t need a smartphone (and you don’t need to download an app either!) to use an eTicket. If you haven’t got a phone that can display your eTicket, then just print it off before travel. The paper version is all you need. You’ll need to print it off at home or at work before you travel – it can’t be printed at stations, or on board trains.

How do I use an eTicket?

An eTicket is a ticket which is emailed to you as a PDF or pkpass attachment. The PDF and the pkpass formats contain the same information. It’s up to you which one you use – just use the one that is most convenient to you. You could, for example, show the PDF on your phone, or print it out. Otherwise, you could add the pkpass to your Apple Wallet on your iPhone (or iPad), and just use that. Or you could do both, or any other combination. It’s all fine. Your eTicket has a barcode that can be scanned at gatelines at stations, or by the guard / train manager on board a train, to check that it’s valid. Find out more in our Guide to eTickets, available here