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COVID-19 travel advice

COVID-19 travel advice

You cannot refund your Advance ticket. In fact, Advance tickets are non refundable but don’t worry, you won’t lose your money. If you bought Advance train tickets for travel during Lockdown 2 or were due to travel to or from a Tier 3 or 4 location, we can exchange these for you. This applies if you booked your tickets with us before the government announced the restrictions.

You have up to 12 months from the original date of travel to make a new booking. Your new tickets can be any type of ticket (e.g. Anytime, Off-Peak or Advance), for any journey. You don’t need to do anything now. Just wait until you are ready to make your next journey and then buy your new tickets using Railsmartr. After buying your new tickets, simply send the booking reference for both your original and new bookings to refunds@railsmartr.co.uk. We’ll refund your original Advance tickets, providing that the value of your new tickets is the same as, or greater than, your original tickets. There are no fees to pay. We’re sorry, but we can’t refund your Advance tickets. But we are doing the next best thing, to give you peace of mind and as much flexibility as possible. If you’re unable to travel due to other COVID-19 restrictions across the UK you may also be eligible for this offer. Please contact us at refunds@railsmartr.co.uk for more details.

Normal terms and conditions apply to Advance tickets that do not meet these criteria, and to all other types of ticket.

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Depending on the station and/or service, there may be a reduced number of staff on shift at any one time. However, you can ask any general questions you may have. Should you need assistance on the train or on the platform, just call our Customer Service helpline at: 03330 153 488 (Monday-Sunday 7am-10pm). You can also check our FAQs to see if your question has already been answered.              

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Yes! 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.

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