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COVID-19 travel advice

COVID-19 travel advice

Yes, until the end of 2021 you can amend your Advance ticket using the Book with Confidence scheme.
 
If you hold an Advance ticket and are due to travel by 31st December, you can change the type of ticket you have, as well as the date and time you are travelling, providing the journey is the same. You can repeat this as many times as you like up to the end of 2021.

We’re committed to our ‘no extra charges’ policy, so we’ll never ask you to pay refund or amendment fees.
 
Does this apply to my ticket?
The scheme applies to you if:
    • You hold an Advance Single ticket which is valid for travel between 21st June 2021 and 31st December 2021.
    • You placed your order after 5th January 2021.
Here’s how:
To take up this offer, simply follow these 2 steps.
    1. Book your new journey on Railsmartr.co.uk using the rules we’ve given below.
    2. Email us 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 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.
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.

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

last update:

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, while local restrictions were in place, 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.

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

last update:

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.              

last update:

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:

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:

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:

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:

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:

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:

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: