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Complaints form


Alternatively, for any general enquires please email us at customerservice@railsmartr.com

If you have a query relating to an existing refund request or would like to know whether your ticket is eligible for a refund please email refunds@railsmartr.com.

If your email relates to an existing booking, please include your booking reference number (e.g. WEB001234), this will help us handle your enquiry efficiently.


If you are returning your completed refund form and tickets, please send them to: Railsmartr.com Refunds, 150 Minories, London, EC3N 1LS

For any other enquiries, please write to: Railsmartr.com, 150 Minories, London, EC3N 1LS

Please note: your refund application maybe delayed if it is not sent directly to Railsmartr.com Refunds, as detailed above.


If you are having difficulty using the website, please call 01241 661697*.

If you have bought a ticket from us already, please make a note of your booking reference number (e.g. WEB001234) so an agent can help as swiftly as possible.

For information regarding refunds, cancellations or amendments to your booking, please use our online help pages.

*Calls are charged at the standard geographic rate.

For bookings or timetable enquiries by phone contact us on 0906 203 0000*

Calls cost £1.02/minute from BT landlines. Calls from mobiles and other networks may vary. Average call duration is 6 mins. Lines open 0700-2200 daily. Call Centre Service Provider: Journeycall, The Business Park, Laurencekirk AB30 1EY.

Complaints form

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