FAQs
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.
I’ve opted to collect my ticket at the station (TOD) but I’ve not got my card because it’s been lost or stolen!
It is not possible to collect your tickets from a TOD machine without this card. If you are not in possession of the credit or debit card you originally booked with, you must contact Raileasy as soon as possible. Please phone 0906 2000 500 (at £1.02 per minute from BT UK landlines, costs from other networks and mobiles may vary), opening hours 0700-2000 Mon-Fri; 0800-2000 Sat/Sun. Depending on how much notice you give us, we might be able to send them by first class post or special delivery. If there isn't time, you will have to buy new tickets and we will refund you the original tickets less a £10 admin fee. Remember you can collect your tickets from the moment you book from any TOD station (not just your departure point) to avoid such problems. Please click here for a list of TOD stations. Please note that if you call outside of opening hours you may still be charged.
