COVID-19 travel advice Archives

Can I amend my Advance ticket using the Book With Confidence scheme?

Yes, you can amend you Advance ticket using the Book with Confidence scheme until the end of September 2022.

If you hold an Advance ticket and are due to travel by the end of September, you can exchange your ticket to a new date and time. Providing the journey is the same, you can repeat this as many times as you like up to and including 30th September 2022.

Here’s how:

To take up this offer, simply follow these steps:

1. Book your new journey on Railsmartr.co.uk using the rules we’ve given below.
2. Email our refunds team with your new and original booking reference numbers. Remember to send this to us no later than 6pm the day before your original train is due to depart.
3. We’ll refund your original booking and send an email to let you know when this is done.

Here are the rules:

It’s important that you read this before you book your new tickets. You must:

- Book your new ticket(s) with the same train operator and origin & destination stations as your original ticket.
- Get in touch with us via email with your new booking details no later than 6pm the day before you are due to travel. If you contact us after this time, standard terms relating to Advance ticket exchanges will apply.

You may exchange your Advance ticket for any ticket type, including Advance, Off-peak or Anytime. If you choose a journey costing more than your original one, you will need to pay the difference in price. Should you change to a cheaper fare, the difference will not be refunded.

We’re committed to our ‘no extra charges’ policy, so we’ll never ask you to pay refund or amendment fees.

Find out more about our standard terms for Advance ticket amendments and refunds for all other types of ticket here.

last update: 1st July 2021

Should I need assistance, will there be staff to help me on the train or on the platform?

Should you need assistance with your ticket or journey when you are on the train or on the platform, please contact us by email or call our customer service helpline.

If you would like access assistance, for instance getting on or off the train, station staff will be able to help you on request. At busy times, we recommend that you let your train operator know 6 hours before you travel to be sure someone is there to help you. More information on disability access is available in the National Rail Conditions of Travel.

last update: 27th July 2020

Are waiting rooms open at stations?

At the moment, waiting rooms are generally closed. In truth, as these are enclosed spaces, it is safer for passengers to sit and wait for their train on the benches that are situated on the platform. At most stations, only one seat per three-seater bench will be in use. This should be made clear by social distancing signs. Signs are stuck to benches and on the doors of waiting rooms.

last update: 27th July 2020

If I travel in a group, are we allowed to sit together?

Yes. Indeed, if you travel in a group on a train, you are allowed to sit together. Please follow the latest government guidance on COVID-19.

last update: 27th July 2020

Can I travel with my family or a group?

Yes. During the lockdown, you can travel with your family or a group on the train. Just please be mindful of other passengers on the train and in the station, and make sure that everyone in your group maintains a distance of at least 1 metre from other members of the public.

last update: 27th July 2020

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.

last update: 27th July 2020

What happens if the time of my train has changed since I booked?

It may happen that the time of your train has changed since you booked. Please be aware that train timetables are being updated more frequently at this time. Therefore, be sure to always check your journey before you travel.

last update: 27th July 2020

Is it safe to use the toilets on the train?

Every effort is being made to ensure that standards of hygiene in train toilets is consistently high. However, it is ultimately up to you whether or not to use the toilets. You can have a look here for some other COVID-19 travel advice.

last update: 27th July 2020

Am I allowed to eat and drink on the train?

The government has advised that you do not eat and drink on the train, as this would mean removing your face covering. However, there is no official rule on this, though, so you can use your common sense when travelling.

last update: 27th July 2020

Do I need to wear a face covering?

It is currently required by law to wear a mask or face covering on all public transport, including trains. There are now vending machines for face coverings (and hand sanitiser) at over 150 stations. Therefore, it is easier for passengers to buy what they need to travel. Please note that if you are planning to travel on Transport for London as part of your onward journey, you may not be allowed to board the bus or train if you are not wearing a face covering.

last update: 27th July 2020