How do I make a complaint about my train journey?
If you wish to make a complaint about your train journey you will have to contact the train company who operated the journey or affected portion of. You will find a list of the TOCs and their contact details here. If you are unsure which TOC you experienced problems with please refer to your itinerary in your confirmation email. Although it always recommended that the customer contacts the train company directly to ensure the swiftest response we would be happy to contact them on your behalf if you are experiencing difficulty.
I have booked my ticket with a solo card and I have been told that I cannot use a ticket machine. Is this true?
No, this is not true. To collect your ticket at a fast ticket collection machine, you simply need to bring the debit or credit card you made your booking with (this includes solo cards!) and your Raileasy ticket reference number.
I would like to complain about your premium rate telephone number
If you would like to complain about our premium rate telephone number, you can contact us on 0208 989 3437 (Monday - Friday 9.30am-5pm.) Please be aware that this number is purely for complaints relating to the premium rate line. We are unable to take bookings or general enquiries over this line.
Is it possible to purchase tickets on behalf of someone else?
It is possible to purchase tickets on another person's behalf. Please be aware that if you book tickets TOD (collection at the station) you will need the credit or debit card you booked with in order to collect them.
My train was delayed or cancelled what can I do?
If your train was cancelled or delayed and you chose not to travel we may be able to offer you a refund, please return the tickets to our refunds team within 28 days of the travel date. Raileasy are the retailer therefore delayed and cancelled trains lie outside of our responsibilities. If your ticket(s) are non refundable or your train was delayed but you still chose to travel you may be entitled to compensation from the Train company who operated your journey, please click here for a list of the train operating companies and their contact details. If you are unsure which train company you travelled with please refer to your itinerary in the confirmation email or letter.