FAQs

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. If for any reason you won't have the credit/debit card used for the booking when collecting the tickets, please contact us in advance. Depending on how much notice you give us, we might be able to send them by first class post/special delivery. If there isn't time, you will have to buy new tickets and we will refund you your original tickets less a £10 admin fee.

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.

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.

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.

How do I go about contacting the Train Operating Companies?

You will find a list of the Train Operating Companies and their details under travel info on our site or by clicking here. The Train Companies can be contacted through email, telephone and post or through their company websites.