Frequently Asked Questions?

Most frequently asked questions

• I haven’t been able to use my Railcard due to COVID-19, can I claim a refund or extension?
  A:

  We’re sorry that we haven’t been able to provide a further update on any possible changes to Railcard conditions.

  These are exceptional times and we are working together with train companies on a number of ways to assist Railcard holders. Railcards are not normally refundable as the cost of a Railcard can often be covered by the 33% saving they offer in a single journey.

  Please be assured that as soon as we have any further information, we will provide an update.

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• What do I do if my Railcard is lost or damaged?
  A:

  If you bought your Railcard online, you will need to get a replacement online. You can only apply for a replacement Railcard seven or more days after the date of original purchase.
   
  You will have to pay a £10 administration fee if your Railcard was lost or damaged. 
   
  To apply for a replacement Railcard, please log into your account and follow the instructions on screen.
   
  If you bought it elsewhere, provided you can produce the completed "Receipt" portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will have to pay a £10 administration fee.
   
  Until you have your replacement Railcard, we’re sorry but you will have to pay the full fare. The lost discount is not refundable.

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• What do I do if my Railcard is stolen?
  A:

  If your Railcard has been stolen and you have been given a crime reference number or documents by the Police, then we will give you a free replacement.
  
  To replace a stolen Railcard you bought online, please log into your account and follow the replacement process, you will need to quote your crime reference number. You can also call our helpline on 0345 3000 250.
  
  To replace a stolen Railcard you bought at a station you need to go to a station with your crime reference number/documentation and some form of identification. You will then be issued with a complimentary Railcard.
   

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• I want to use the online system to renew the Railcard I bought last year at a station. The print on it has faded and I can’t see the date and/or number to type into the application system – what can I do?
  A:

  The stamped receipt that you were given at time of purchase should have both your Railcard expiry date and Railcard number.
  
  If you no longer have your stamped receipt, there is a good chance that we might have your details on our Marketing database if you have registered to receive updates from us. In this case we might be able to find the information you need if you contact us on by either calling our Marketing Team on 020 7841 8062 or emailing enquiry@atoc.org.

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• I bought my Railcard from a rail station and all of the information on it has faded. What can I do?
  A:

  Railcards issued at stations are printed on paper. On rare occasions, the way that the surface of the Railcard interacts with the plastic in some ticket wallets destabilises the print and makes it fade. If this has happened to your Railcard you can take it into a staffed rail station and they will replace it free of charge. Most stations will be able to check the validity of the Railcards by running it through the ticket–issuing machine to check when it was originally issued.

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• Can I claim a refund if I don't use my Railcard?
  A: No. Unfortunately once a Railcard has been issued it is non-refundable.

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• What happens if I don't have my Railcard with me and I have to buy a new ticket or pay a Penalty Fare?
  A:

  If you are travelling by train on a ticket with a Railcard discount, you must travel with your valid Railcard. If you forget your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.

  Each train company will have their own process for doing this. You will need to provide proof of your Railcard and either the original and additional tickets that you have purchased, or if you have not yet paid, details of the notice to pay or notice of Penalty Fare. Where you have already paid for additional tickets you should contact the relevant train company’s customer services department; in the case of a notice to pay of notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.

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