FAQs

Why won't my card authorise?

Please ensure that the billings details you are entering and any security details (if you are registered with Mastercard Securecode or Verified by Visa) are the same as those held by your bank. Please check with your bank or card issuer if you are unsure. If you are ordering for someone else, and you want them delivered to this person, enter your own billing address and tick the box for an alternative delivery address. Do not enter a delivery address in the billing field if it is not the same address to which the card is registered.

Why Do We Charge Fees?

As an impartial, independent retailer with no connection to any of the train companies we earn a small commission on each train ticket purchased through us. Out of this commission we have to pay up to 90p (depending on where the ticket is printed) to the train company when the ticket is ticketed. To cover this cost we charge a booking fee. Much as we'd love to drop the booking fee, apart from the cost of printing the ticket, there are a several other charges we have to pay out of the commission for accessing industry systems etc., which means that it sometimes costs us more to issue the ticket than the money we receive from selling it. This does not include the other overheads we have to pay out for such as merchant fees from card companies, software and programming costs etc. 

When can I expect my refund?

Refunds take up to 28 days to process once the refund request and unused tickets (if applicable) have been received. The money will be credited to the account used in the booking. Once the money has been credited to your card it can take up to ten working days to reach your account (the process time will depend upon your bank or card issuer).

What is verified by VISA/Mastercard Secure Code?

Verified by Visa is a simple password-protected identity-checking service that takes the risk out of online retail for Raileasy and our customers. You get protection from fraudulent transactions and the costs associated with it, giving you the reassurance you need to spend with confidence. Verified by Visa protects your card twice when you shop online with Visa - firstly with a personal message, and secondly with your own secret password.

MasterCard SecureCode is a simple and secure way to pay at thousands of online stores. A private code known only to you and your bank, your SecureCode enhances your existing MasterCard account by protecting you against unauthorized use of your card when shopping online at participating online retailers.

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.