Your eTickets and confirmation email should hit your inbox within 5 minutes of completing your purchase. And it’s usually much quicker! So if you haven’t got them within that time, it’s worth checking your SPAM or promotions folder.

Still can’t find them? Our emails can have trouble getting through to addresses ending in @btinternet.com or @btopenworld.com. Just contact us and we’ll send them again. If you have another email address, we might want to try that.

So whether you’re missing your eTickets or confirmation email, we’ll get it fixed for you in no time. Just be sure to contact us as soon as you can before your train departs so you can kick back and enjoy your journey!

last update: 14th April 2022

Unfortunately, we cannot deliver tickets to anywhere in the world. We can only offer postal ticket delivery to addresses in the UK, plus the Channel Islands and the Isle of Man. If you live outside the UK, please select either the eTicket or “Collect from Station” delivery  option. More details on how to get your tickets are available here.

last update: 15th July 2020

If you’re travelling soon and your postal tickets haven’t arrived by the day before travel, please contact us. The delivery address you provided must be correct, and you must have been able to either collect your tickets from this address or to sign for them if you opted for Royal Mail Special Delivery Guaranteed by 1pm.

last update: 15th July 2020

The reason why you haven’t been offered Royal Mail Special Delivery Guaranteed by 1pm is because you may be looking for tickets too close to your outward travel date. This option is only available if there are two clear working days before you travel. A working day is defined as Mondays to Fridays and it excludes Bank Holidays.  Otherwise, you can opt to collect your tickets at the station or get them delivered to your mobile.

last update: 15th July 2020

If you are buying less than five working days before your outward journey, you will not be offered the option of Royal Mail 1st Class Post for delivery of your train tickets. A working day is defined as Mondays to Fridays, excepting Bank Holidays. This is to ensure there is sufficient time for your train tickets to be printed and delivered. Although we will normally deliver much more quickly than this, it’s just to be on the safe side! If you are buying train tickets worth more than £250 in total, Royal Mail 1st Class Post will not be available as a delivery option, no matter how far ahead you are booking. The only delivery option offered will be Royal Mail Special Delivery Guaranteed by 1pm (which has greater insurance cover than Royal Mail 1st Class Post). You will need to be available to sign for your delivery. In either case, you can opt to collect your tickets from a ticket machine or get them delivered straight to your mobile (as an eTicket), if that is available, instead.  

last update: 15th July 2020

If you opt to collect your tickets from a station, you will be provided with an 8-digit “Customer Reference”. You will need both that and the card you paid with to collect your tickets. Therefore, if your debit/credit card has been replaced since you bought your tickets, and it has a different long card number, please contact us before you try to collect your tickets from the ticket machine. Unfortunately, a new card with a different long card number won’t work. 

last update: 15th July 2020

Unfortunately, you cannot collect your train tickets with a different payment card. You will need the same payment card as you purchased with.

last update: 15th July 2020

The reason why your station isn’t on the self-service ticket collection machine is because not all stations have collection facilities. If a station is not on the list but you think it should be because you know it has ticket collection facilities, please contact us. We rely on information from the train operators for this, and sometimes this is out of date.  More details on how to collect tickets from a station are available here.

last update: 15th July 2020

If the station you are travelling from does not have a self-service ticket collection machine, you can still collect your train tickets. In fact, you can use any other station that does have this facility. If no nearby station is available with this facility, then you may be best off having your tickets posted. Another option, if it’s available, is to select eTicket instead. More details on how to get your tickets are available here.

last update: 15th July 2020

You can collect your tickets from any station that has ticket collection facilities. It does not have to be from the station you’re travelling from or the station you chose when you booked your tickets. Over 1,000 stations have ticket collection facilities now.

last update: 15th July 2020