Train Ticket and Travel FAQs

Train Ticket and Travel FAQs

  1. Trip.com
  2. Trains
  3. UK Trains
  4. FAQs
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Booking Train Tickets

  • How do you book tickets?

    Step 1: Search for train tickets

    Step 2: Enter your details

    Step 3: Submit your payment

  • When can I book UK train tickets?

    Tickets can be booked anytime up to 12 weeks in advance of your departure date.

  • What are e-Tickets and how can I use them for UK train travel?

    are digital tickets that store your travel information in a simple barcode. They are emailed directly to you as a PDF, and you can store them on your device. For Trip.com specifically, e-Tickets are stored in your Trip.com app.

Ticket Collection

  • How do you get your train tickets?

    Collect from any valid ticket machine at a UK train station...

    1. When you are at the station, tap the option to collect pre-paid tickets on the ticket machine if this is what you selected when checking out.
    2. Insert the card you used to purchase the tickets(your card will not be charged.)
    3. Enter your ticket collection reference number.

    Important tips:

    1. If you have any problems collecting your tickets from the self-service ticket machine, please take a photo of the error screen. If you need to contact customer support, we may need to check what was displayed.
    2. You can always ask for help from the station staff. If possible, please call Trip.com customer support before your train departs if the station is unattended.
    3. Note that machines will print out one ticket per journey. For example, if booking a return ticket from London to Manchester, you will receive two tickets. Please keep your return ticket safe to complete your round trip.

    Or, get an eTicket

    Once your tickets have been issued, you’ll be able to view your eTickets on your booking details page. The eTickets will also come to you via email as a PDF attachment.
    1. You can view your on your booking details page. And we’ll also send you an email with your e-tickets as a PDF attachment.
    2. Select the button to view your eTickets on the booking details page or open the PDF in your email.
    3. At the UK train station, scan your barcode on a gate that has a scanner and the gate will open. If your station doesn’t have a gate with a scanner, don’t worry, just show a member of staff and they’ll let you through.

Seat Reservation

  • How can I reserve a seat on a UK train through Trip.com?

    Unless specified otherwise in your fare conditions, you can travel by train in the UK without a seat reservation.

    Most UK train operators leave seats available for passengers without reservations. However, if there aren't any seats available, you may be required to stand for part of your journey.

    You can reserve seats from any National Rail ticket office free of charge. Simply show your tickets at the ticket office before you travel and staff will help you reserve seats.

Ticket Refunds and Changes

  • What is the cancellation policy for UK train tickets on Trip.com?

    Cancellation policies vary according to ticket type, but if you're looking to cancel your booking, then the easiest way is via the .

    Advance tickets are usually non-refundable, while Off-Peak or Anytime tickets are refundable. An administration fee of up to £10 per ticket will be charged for refunds.

    You can get a refund up to 28 days from the expiry date on your Off-Peak or Anytime tickets by following these instructions:

    1. Open the Trip.com app and go to 'Account' > 'My bookings'
    2. Select the ticket that you want to refund
    3. Tap the 'Refund' button on the Booking Details page

    n cases where you've purchased a printed ticket, you may need to send it directly to the rail network provider which you bought it from. In that case, please contact the provider directly.

    Be sure to check details on cancellation policy before booking your UK train ticket on Trip.com.

  • Are there any penalties for changing my UK train ticket on Trip.com?

    For Advance tickets, changes to the time or date of travel must be arranged before the departure of the first reserved train printed on the ticket. After this time, the ticket cannot be changed and a new one must be purchased. You will need to present the tickets and booking confirmation when making a change.

    1. The origin, destination and train company or route shown on the tickets must remain the same
    2. The difference between the price paid and cost of the next suitable fare for your journey must be paid for, as well as an administration fee of up to £10 per person per single ticket for each change. If you change to a train on which a cheaper fare is available, the difference will not be refunded.
    3. If you would like to change your ticket, please contact Trip.com customer support．

    For Off-Peak or Anytime tickets, please refund your original tickets and then buy new tickets. Please note that an administration fee of up to £10 per person per single ticket will be charged.

    If you have booked split tickets, please confirm which policies apply to which tickets.

  • What is the process for changing my UK train tickets on Trip.com? How can I change my UK rail ticket?

    For Advance tickets:

    1. Changes to the time or date of travel must be arranged before the departure of the first booked train printed on the ticket. After this time the ticket cannot be changed and a new one must be purchased. You will need to present the tickets and booking confirmation when making a change.
    2. The origin, destination and train company or route shown on the tickets must remain the same.
    3. The difference between the price paid and cost of the next suitable fare for your journey must be paid for, plus an administration fee of up to £10 per person per single ticket for each change. If you change to a train on which a cheaper fare is available, the difference will not be refunded.
    4. If you would like to change your ticket, please contact Trip.com customer support.

    For Off-Peak or Anytime tickets, please refund your original tickets and then buy new tickets. Please note that an administration fee of up to £10 per person per single ticket will be charged. If you have booked split tickets, please confirm which policies apply to which tickets.

  • How does the return and refund policy work for UK train tickets on Trip.com?

    If your train is cancelled, you may apply for a full refund. If your train is delayed or cancelled and you choose not to travel, your unused ticket can be refunded without any fees.

    If your train is delayed and you still decide to travel, you may be entitled to compensation.

    You may not receive compensation if:

    1. The disruption was announced in advance
    2. An emergency timetable was in operation
    3. The cause of the delay was beyond the rail operator's control

    To apply for a refund, or enquire if you are eligible, please contact Trip.com customer support.

  • My train was cancelled. Can I refund my ticket?

    If your train is cancelled, you may apply for a full refund. Refunds for train cancellations must be assessed by the rail operator. Please contact Trip.com customer support to apply for a refund.

Delays and Disruptions

  • How much will train operators pay for delays?

    Submit compensation claims to the train operator you traveled with, regardless of where you bought your ticket.

    The compensations below apply to single tickets. For return tickets, compensation is based on the affected part of your journey. For more details and to file a claim, please visit the Train Operator's (TOC) website via the relevant TOC link below.

    Here are the Delay Repay details for single tickets.

    Click on the link below15-29 Mins30-59 Mins60-119 Mins120+ Mins
    Avanti West Coast
    25%
    50%
    100%
    100%
    C2C
    25%
    50%
    100%
    100%
    Chiltern Railways
    N/A
    50%
    100%
    100%
    CrossCountry
    N/A
    50%
    100%
    100%
    East Midlands Railway
    25%
    50%
    100%
    100%
    Gatwick Express
    25%
    50%
    100%
    100%
    Grand Central Railway
    N/A
    N/A
    50%
    75%
    Great Northern
    25%
    50%
    100%
    100%
    Great Western Railway
    25%
    50%
    100%
    100%
    Greater Anglia
    25%
    50%
    100%
    100%
    Hull Trains
    N/A
    50%
    100%
    100%
    London North Eastern Railway
    N/A
    50%
    100%
    100%
    London Northwestern Railway
    25%
    50%
    100%
    100%
    Merseyrail
    N/A
    100%
    100%
    100%
    Northern
    25%
    50%
    100%
    100%
    ScotRail
    N/A
    50%
    100%
    100%
    South Western Railway and Island Line
    25%
    50%
    100%
    100%
    Southeastern
    25%
    50%
    100%
    100%
    Southern
    25%
    50%
    100%
    100%
    ThamesLink
    25%
    50%
    100%
    100%
    TransPennine Express
    25%
    50%
    100%
    100%
    Transport for London
    See Website
    See Website
    See Website
    See Website
    Transport for Wales
    25%
    50%
    100%
    100%
    West Midlands Railway
    25%
    50%
    100%
    100%

  • How does Trip.com handle train delays in the UK?

    If your train is delayed and you still decide to travel, you may be entitled to compensation.

    Network Rail offers Delay Repay, a nationwide scheme whereby if you're delayed for any reason when you travel on a participating National Rail service, you can claim compensation. The delay is calculated against either the normal timetable, or an amended timetable that is published in advance (for example, during planned engineering works at weekends). Visit your train company’s website to find out more about Delay Repay and compensation.

    The amount of compensation you can claim depends on the rail operator you travelled with. According to the company's passenger charter, each train company sets its own level of compensation.

    You may not be able to receive compensation if:

    1. The disruption was announced in advance
    2. An emergency timetable was in operation
    3. The cause of the delay was beyond the rail operator's control

    4. Where can I find the train strike timetable for UK trains?

      For industrial action and other updates, you can visit UK train strikes updates, which contains all the latest train travel information.

    5. What is the Flexible Cancellation Policy for Advance Tickets?

      The flexible cancellation policy allows customers to travel on the following two services or the two previous services either side of their original canceled train service.

    6. What Scenarios Does the Policy Apply To?

      1. All train operating companies offer Advance ticket customers the ability to travel on the next available train when their train is canceled, both for on-the-day and advance-notice disruptions.
      2. Most operators allow their customers to use the same tickets at the station, except LNER (customer needs to rebook online), Chiltern and Southeastern (customer needs to contact customer center).
      3. The following train operating companies all offer their customers (or customers of companies within the same train operating company group) the option to also travel on earlier services: Avanti, Chiltern (at discretion of customer center), Grand Central, GWR (at discretion of customer center), LNER (depends on seat reservation), and Southeastern (at discretion of customer center).

    7. What If I'm Traveling with Connecting Journeys?

      Where multiple services or train operators are involved, train operators should provide sufficient flexibility to ensure customers can choose from appropriate alternative train service options, rather than just the two services before/after the original canceled train, so that customers can complete their journey.

    Split Tickets

    • What are split tickets?

      Let’s say you’re traveling from Station A to Station C. By splitting tickets, you’ll purchase two tickets (one ticket from Station A to Station B, another ticket from Station B to C) and save money without having to change trains.

      Please note that when you purchase split tickets, you must take a train that stops at all the points along your route where one ticket ends and another begins. So in the example above, your train would need to stop at Station B, and not just pass through without stopping.

    • How do I use split tickets? Do I need to change trains or platforms?

      The only difference between split tickets and regular tickets is the price. When purchasing split tickets, you will hold multiple tickets but you can travel on the same train and stay in the same seat.

    Railcards

    • What are Railcards?

      If you travel Off-Peak more than a few times a year, a digital Railcard bought on Trip.com will almost certainly save you money on trains.

      UK Railcards come in numerous types, and can be purchased whether you're a student, a senior, or a family. Railcards often lead to big savings, especially on Off-Peak tickets, and they are sold online, and often discounted, on the .

      So, if you're looking to save big on UK train travel, be sure to buy your Railcards for Trip.com.

    Train Travel Advice

    • What are the guidelines for travelling with children on UK trains booked through Trip.com?

      Children aged 5–15 inclusive are eligible for a discounted child fare. Up to two children under 5 can travel free with each fare-paying passenger.

    • How can I use the Season ticket calculator for UK train travel?

      When booking a weekly, monthly or Flexi Season ticket on a particular route with the , we will show you the cost per journey.

      To see if you can save when buying a season ticket (either Flexi, weekly, monthly or annually), be sure to use Network Rail's online season ticket calculator.

    • How can I find the engineering work timetable for UK trains?

      For engineering work and other updates, be sure to visit the Network Rail website, which contains all the latest train travel information.