Raileasy Terms & Conditions
raileasy.co.uk is a retailer of UK rail tickets, it does not set the terms and conditions of the various ticket types. It is the individual train operating companies (TOCs) that do that. raileasy.co.uk passes these on to you, the customer. However raileasy.co.uk does have a number of requirements of you which you must agree to before buying a ticket.
National Conditions of Carriage
The National Rail Conditions of Carriage set out the minimum level of service you are entitled to expect plus your rights and responsibilities when travelling on the National Rail network. You can view these in total by clicking on the link.
Ticket On Departure
If you select a departure point where ticket on departure machines are available, Raileasy encourages you purchase your tickets on this basis. Picking up your tickets just before you travel is very convenient. However, there are several conditions you must abide by.
1. You must use the same card to pick up your tickets that you used to buy them. You are given a "ticket collection reference" when you buy your tickets and you need to type that into the ticket delivery machines at your departure station but you also have to insert the card used to buy the tickets into the machine. The machine will not deliver the tickets without the card so
it is your responsibility to have the card used for booking in your possession when you pick up your tickets.
2. You must make sure you arrive in enough time to collect your tickets, we recommend at least 20 minutes before departure. You cannot travel with just a ticket collection reference, you must have your tickets to travel.
3. If you are travelling early the next morning after making your booking, you must check the opening times and accessibility of the ticket collection machines. Sometimes these are only available in ticket offices which open later than the station itself.
4. In the event the ticket collection machines are not working, you should go to the ticket office. In the event there is no one at the ticket office, please phone the contact number on your confirmation email and you will be advised what to do. Some ticket collection machines are located in unmanned stations but they will have a contact number on them if the machine breaks down. If it is not possible to get your tickets, there is a good chance you will be charged again on the train. Raileasy will refund this as long as you can demonstrate you have arrived in time, gone to the ticket office if available and contacted our call centre. If you have a camera in your mobile, it will be very useful if you can take a picture of a closed ticket office, i.e there was no one there to assist you.
Tickets
Where ticket on departure collection machines are not available, raileasy.co.uk will send your tickets by First Class post. It is your responsibility to ensure the delivery address you enter is correct.
Your tickets can take up to 5 days to arrive but, if they have not arrived by 5 days since you made the booking, it is your responsibility to contact us to advise us. Raileasy will not replace tickets if you leave it until just before you travel to advise us that your tickets have not arrived. If there is a problem with the post, the tickets will not arrive by 5 days after purchase so it is then you must contact us.
Amendments & Cancellations
Your ticket type determines whether they can be amended or cancelled. The fare terms and conditions can be viewed when you select the times and price that suits by clicking on the link by the purchase tickets.
As a general rule, the fares found by selecting "cheapest" on the home page will be amendable but not cancellable i.e refundable. The more expensive flexible fares are usually amendable and refundable.
If you want to make an amendment to a your journey but you are within 5 days of travel, you must go to your departure station. You will usually be charged £10 at the station for changing your journey. If it is outside 5 days, please call the number on your confirmation. You will be charged £5 by us plus any difference in ticket costs.
If the terms and conditions of your fare mean that it is cancellable/refundable, please call us on the number on your confirmation. We charge a £5 cancellation administation charge. As stated at the beginning of this, it is the Train Operating Companies who determine the fare terms and conditions so please ensure you check them for the ticket you want to buy.
Should you have any queries please contact us