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Getting my tickets

Getting my tickets

Please allow 15 minutes after booking online to collect your train tickets. After this time, your train tickets will be available for collection from self-service ticket machines. Please also ensure that you have left sufficient time to collect your tickets before your train departs. During peak hours, there may be a queue.

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If you have problems collecting tickets from the machine, please go to the booking office (if there is one). In truth, with the Customer Reference and the credit or debit card that you used to make your booking, station staff should be able to issue your tickets. If there is no booking office, please call our Customer Service helpline on 03330 153 488* (Monday-Sunday 7am-10pm). Please contact us before your train’s departure time. *Calls are charged at the standard geographic rate.

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If you opt to collect your tickets from a station (sometimes called “Ticket on Departure”) then you will be provided with an 8-digit “Customer Reference” (in a format such as X8LKRT7W). You will need both that and the card you paid with to collect your tickets from the station. It is usually quickest to collect your tickets from a ticket machine, rather than from the booking office (if there is one). To do this:
  • choose the “collect pre-paid tickets” option on the screen
  • insert your card into the card reader (you will not be charged)
  • remove your card when instructed to do so, and type in the 8-digit Customer Reference on the screen
  • select the journeys you want to print (it’s usually best to select “all”)
  • your tickets will be printed and dispensed. Check that the correct number of coupons has been printed – as well as your tickets there may be seat reservations or other supplements, and there will always be a collection receipt printed last
If you have any problems please contact station staff or call us. Our Customer Service helpline can be reached by calling 03330 153 488* (Monday-Sunday 7am-10pm), 

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Yes. eTickets afford you exactly the same rights regarding travel, refunds and compensation for delays as paper tickets. Therefore, there are no disadvantages to eTickets.

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eTickets are not available for every journey, although they are available for most. The main exceptions are:
  • If your journey involves crossing London, then we can’t offer eTickets, as they are not accepted on the London Underground, the London Overground or the DLR. This also means that tickets to or from London Zones, and London Travelcards, can’t be offered as eTickets.
  • If your journey involves (or could involve) travel on Southeastern or c2c, then we can’t offer eTickets. The reason for this is that these two train operators don’t support eTickets.
  • Some journeys that involve ScotRail, and those that are wholly on Merseyrail, don’t support eTickets.
  • Finally, some ticket types can’t be issued as eTickets – these are mostly group tickets.

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This is the great thing about eTickets. If you lose your eTickets, you can just print them off as many times as you like, or get them out of your email inbox again. Unlike with traditional orange ‘magstripe’ tickets, you can never really lose them.

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No, you don’t need a smartphone (and you don’t need to download an app either!) to use an eTicket. If you haven’t got a phone that can display your eTicket, then just print it off before travel. The paper version is all you need. You’ll need to print it off at home or at work before you travel – it can’t be printed at stations, or on board trains.

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An eTicket is a ticket which is emailed to you as a PDF or pkpass attachment. The PDF and the pkpass formats contain the same information. It’s up to you which one you use – just use the one that is most convenient to you. You could, for example, show the PDF on your phone, or print it out. Otherwise, you could add the pkpass to your Apple Wallet on your iPhone (or iPad), and just use that. Or you could do both, or any other combination. It’s all fine. Your eTicket has a barcode that can be scanned at gatelines at stations, or by the guard / train manager on board a train, to check that it’s valid. Find out more in our Guide to eTickets, available here 

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An eTicket is a ticket that we email to you. The eTicket comes in both a PDF and in a pkpass format. You can use the pkpass format on iPhones and iPads. It’s much easier and quicker than collecting your ticket from a station! Your eTicket has a barcode that can be scanned at gatelines at stations, or by the guard / train manager on board a train, to check that it’s valid. More details on eTickets are available here.

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