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General questions

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General questions

Please check there are no extra spaces either side of the promotional code. Or you can try typing the code in manually. If you are still experiencing difficulties, please email our customer service team on hello@railsmartr.co.uk.

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Yes, we do. Railsmartr offers a business account facility. Therefore, if you would like to enquire about business travel, please contact us on business@railsmartr.co.uk.

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To know which train operating company you are travelling with, click on the “info” link next to any train time on the ‘Train times and tickets’ page. We’ll display a pop up window showing the details of your train journey and the train operator. If your journey involves a change of train, you may be travelling with more than one train operator.

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Yes, don’t worry. You have enough time to transfer between trains. In fact, we will always provide you with an itinerary that gives enough time to change trains at the station. The minimum interchange times are set universally by the rail industry. Rail industry calculates them individually for each station. Therefore, someone walking at a below-average speed will have sufficient time to get from one end of the station to another. Subsequently, you will have enough time even in busy conditions.

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An overtaken journey is a journey that is slower than others between your origin and your destination. This might be because the journey involves stops at more stations, or because it goes via a different route. We indicate a slower journey with a snail icon. If there’s more than one snail icon, that indicates the number of other journeys that we’ve found that are faster than this journey.  It is often the case that slower journeys have cheaper tickets available. This might be to attract passengers, or because they don’t include premium inter-city services. If you’re not in a hurry, this may be the best option for you.

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Yes, you can. In fact, the majority of Train Operating Companies (TOC) allow you to take up to two dogs, or other small domestic animals, with you on the train at no extra cost.  However, please be aware that you are fully responsible for any pets that you choose to bring along on your journey. For full details, please refer to the National Rail Conditions of Travel.

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You can take up to three items of luggage with you on the train. Other articles, such as pushchairs or musical instruments are also welcome on board. Please refer to the National Rail Conditions of Travel for more information on this.

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You cannot book tickets for more than one journey in a single transaction at present. We will add a basket feature to Railsmartr soon.

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You can buy train tickets for up to nine adults and children in a single transaction. Therefore, if you want to buy tickets for a larger group, you will need to do this in separate transactions. Some train operating companies (TOC) also offer discounts on group bookings (groups larger than 10), which are not available to Railsmartr. Consequently, you may want to contact the train operating company directly to enquire about these.

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No, you don’t need your email confirmation to travel. It’s just for advice, although you may find the itinerary useful to remind you of your train times. To travel, you must have your train tickets, and your railcard if you used one, with you. These are proof of your right to travel. If you board a train with only a booking confirmation, and without any tickets, you will be asked to buy new tickets at the full price (without any railcard discount). You may also be subject to a Penalty Fare.

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