National Rail Conditions of Travel

Page 2

NATIONAL RAIL CONDITIONS OF TRAVEL

Title Page No.

Part A:

A summary of the Conditions

Part B:

Introduction

Conditions

Part C:

Planning your journey and buying your Ticket 5

Part D:

Using your Ticket 11

Part E:

Making your Train Journey 14

Part F:

Your refund and compensation rights 20

Part G:

Special Conditions applying to Season Tickets 25

Part H:

Lost Property

Appendices

Appendix A:

List of Train Companies to which the National Rail

Conditions of Travel apply as of 28

May 2023

Appendix B:

Definitions 30

Appendix C:

Code of Practice:

Arrangements for interview meetings with applicants in

connection with duplicate

Season

Tickets

These National Rail Conditions of Travel apply from

February 2022

Any reference to the

National Rail Conditions of Carriage

on websites, Tickets, publications

etc. refers to these National Rail Conditions of Travel.

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Part A: A Summary of the Conditions

The terms and conditions of these National Rail Conditions of Travel are set out below in Part

C to Part H (the “

Conditions

”). They comprise the binding contract that comes into effect

between you and the Train Companies

that provide scheduled rail services on the National

Rail Network, when you purchase a Ticket.

This summary provides a quick overview of the key responsibilities of Train Companies and

passengers contained in the contract.

It is important, however, that you read the Conditions if you want a full understanding of the

responsibilities of Train Companies and passengers.

We have included a number of ‘information’ panels and/or footnotes to help you understand

the meaning of certain Conditions. Please note that these panels and footnotes are for

explanations only and do not form part of a Train Company’s contract with you.

The key responsibilities of Train Companies (‘

’) are:

•

Prior to departure and during your journey, we will make available information that will

help you to plan and successfully complete your journey on the National Rail Network. This

will wherever possible be done in a way in which people with sight and/or hearing difficulties

can understand.

•

We will make available clear information about the range of Tickets to help you make

a well-informed choice about the most appropriate and best value Ticket for your journey.

•

We will provide a range of ways in which you can buy a Ticket before your journey

and will ensure that you are treated fairly if you are unable to purchase a Ticket because

advertised facilities are unavailable.

•

If you have a disability, we will provide assistance upon request to help ensure that you

enjoy your journey on the National Rail Network at no additional cost.

•

If things go wrong, we will, in the circumstances set out in this document below, refund

your Ticket, pay you compensation, make sure you get home by another means of

transport or provide you with overnight accommodation.

The key responsibilities of passengers (‘

you

’) are:

•

You must purchase, where possible, a valid Ticket before you board a train service on

the National Rail Network.

•

You must look after your Ticket and present it for inspection when asked by a member

of rail staff.

•

You must use your Ticket in accordance with the specific terms and conditions

associated with it (for example, your Ticket might be restricted to certain routes or certain

times).

•

You must not engage in anti-social or criminal behaviour when using the National Rail

Network.

Words in capital letters are defined in Appendix B

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Part B: Introduction

When you buy a Ticket to travel on scheduled train services on the National Rail Network you

enter into a binding contract with each of the Train Companies whose trains your Ticket

allows you to use. The Conditions set out the rights and obligations of passengers and the

Train Companies listed in Appendix A.

Copies of these Conditions are available at www.nationalrail.co.uk, on the websites of all

Train Companies and online Licensed Retailers and, upon request, from any staffed Ticket

office.

These Conditions apply to travel within Great Britain only and are governed by the law of

England and Wales, except where a Ticket is bought in Scotland for travel wholly within

Scotland, in which case these Conditions will be governed by Scots law. In addition to these

Conditions, you also have rights under the Rail Passengers’ Rights and Obligations

Regulation, as it applies in GB law,

including the ‘Uniform Rules concerning the Contract for

International Carriage of Passengers and Luggage by Rail’ (commonly known as ‘CIV’).

Further information on CIV arrangements can be found at www.otif.org or you can ask at a

station Ticket office for details.

We have tried to make the Conditions as simple and easy to understand as possible. However,

as they are a legally binding contract between Train Companies and passengers, we sometimes

have to use legal expressions. To make the Conditions easier to understand, we use some

words in

capital letters

, which are defined in Appendix B and, where appropriate, we provide

some explanation of certain legal expressions.

When you are at stations, on train services or other facilities on the National Rail Network,

you are also subject to the Railway Byelaws. A copy of these can be found at www.gov.uk/

government/publications/railway-byelaws or you can ask at a station Ticket office for details.

Please note that neither a Train Company’s staff, nor a Licensed Retailer’s staff has the

authority to waive or change the Conditions unless they are specifically allowed to do so

within the Conditions.

For details of your rights under these Conditions to get your money back and to make other

claims, please refer to Part F below. Most Train Companies operate a

Passenger’s Charter

that offers additional passenger rights on their services. A list of Train Companies with

Passenger’s Charters can be found at www.nationalrail.co.uk/tickets

If things go wrong, in addition to the industry arrangements set out under these Conditions

and Passenger’s Charters, you are also able to rely on statutory rights. For example, the

Consumer Rights Act 2015 provides consumers with various rights, e.g., rights where a

service is not performed with reasonable care and skill. For information regarding your rights

when you are travelling as a consumer, including under the Consumer Rights Act 2015,

see, www.gov.uk/consumer-protection-rights.

If you are not satisfied that a Train Company or Rail Service Provider has dealt with your

complaint fairly, you may contact the Rail Ombudsman at

www.railombudsman.org

or by

telephone at 0330 094 0362 or by post to Rail Ombudsman, 1st Floor, Premier House,

Argyle Way, Stevenage, Hertfordshire, SG1 2AD

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Conditions

Part C: Planning Your Journey and Buying Your Ticket

1. Planning your journey

1.1

We will help you plan your journey on the National Rail Network by making available

information on train times, the range of Tickets available for you to purchase, the stations you

might use and other relevant information such as refund and compensation arrangements.

1.2

We will also make available more specific information on related matters such as the

additional assistance provided to passengers with a disability or taking your cycle or

luggage on the train.

Buying your Ticket

2.1

We want you to make a well-informed choice when buying your Ticket, and to feel

confident that you have purchased the most appropriate and best value Ticket for your

journey.

2.2

The ‘National Rail Guide to Tickets’ leaflet, available from www.nationalrail.co.uk/guide-

to-tickets, provides information on the range of Tickets that can be purchased and is

available from all staffed railway stations. The National Rail Enquiries website at

www.nationalrail.co.uk/tickets provides comprehensive information on the range of

Tickets available for your journey.

2.3

When purchasing your Ticket, we will make available information on specific restrictions that

apply to your Ticket (for instance the train services on which you can use your Ticket or the

route(s) you are entitled to use) and, where possible, any known changes to planned

services.

2.4

Once you have bought your Ticket, you should check that you have the correct Ticket(s) for

the journey you intend to make. If you think a mistake has been made by the Train Company

or Licensed Retailer that sold you the Ticket, you should tell them as soon as possible.

3. Reserving Seats

3.1

It is possible to reserve seats on many train services. Where this is the case, it will

generally be shown in the timetable information provided by National Rail Enquiries, Train

Companies, Licensed Retailers and other information providers.

3.2

Some types of Ticket (for instance “advance” Tickets) require you to make a reservation

when buying your Ticket. For other Tickets you can request a reservation either when

buying a Ticket, or before the departure of your train on presentation of a valid Ticket, at

most staffed stations. You are allowed a maximum of one seat reservation per person

for each train that forms part of your journey.

INFORMATION:

Seat reservations for reservable services are normally

available

up to two hours before the departure of a train (or up to the previous

day for very early morning departures). Please check with the Train Company

if you require details of the latest booking times for a specific service.

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3.3

Unless you have made a reservation, please note that your Ticket does not automatically

entitle you to a seat, and at busy times you may have to stand. You will not be entitled to

any refund in these cases unless you hold a first class Ticket and no first class seats were

available on a train service where the timetable indicated that first class seats would be

provided. More information on the refund to which you are entitled in such circumstances

can be found in Condition 31.

4. Your Ticket

4.1

Your Ticket is evidence of your entitlement to travel on the National Rail Network, as

allowed by the type of Ticket you have purchased. It is your responsibility to keep it safe

and it should be looked after with care.

4.2

Some Tickets are held as an electronic record on a smartcard or electronic device or may

be transmitted to you for you to show or print out yourself. In such cases you will be

advised of (and must comply with) the specific conditions applying to Tickets held in

those formats.

4.3

You may only buy your Ticket from a Train Company or Licensed Retailer, otherwise it

may not be valid.

4.4

Some Tickets entitle you to goods or services from another party (for instance the right

to travel on bus services). Where this is the case, your Ticket is also evidence of a

contract between you and that other party, whose own conditions will apply when using

their services.

4.5

If you lose or mislay a Ticket or it is stolen, it will only be replaced or (subject to the

specific conditions associated with the Ticket) refunded provided that the original Ticket

can be cancelled. In such cases you should apply to the Train Company or Licensed

Retailer from where it was purchased.

4.6

Special conditions apply to Season Tickets and more information can be found in Part G.

4.7

You should not tamper with a Ticket in any way. If you do so it will not be valid for travel.

4.8

If a Ticket is damaged to the extent that it is not legible and cannot (where applicable)

be scanned or otherwise validated, it will not be valid for travel. However, if you return it

to the Train Company or Licensed Retailer that sold it to you, they will arrange for a

replacement Ticket to be issued to you unless there is reason to suspect that it has, or

will be, used for fraudulent or improper purposes. You may have to pay a reasonable

administrative charge (not exceeding £10) for the replacement.

5. Transfer of Tickets

5.1

A Ticket may be transferred by the person who bought that Ticket to another person, but

only if:

5.1.1

the Ticket has not been made out in the passenger's name (which includes where

the passenger is identified by a designated Railcard, photocard or other identifying

means); and

5.1.2

the journey has not begun (for example, if you intend to transfer a return Ticket you

must not have used the outward portion of that return Ticket, or if you intend to

transfer a Season Ticket you must not have used it for any

journeys already); and

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5.1.3

the

transfer is not a resale for more than the price paid for the Ticket by the person

who first purchased it from a Train Company or a Licensed Retailer.

5.2

A Ticket which is validly transferred remains subject to all the conditions of travel originally

applicable to it.

6. Your Requirement to Have a Valid Ticket to Travel

INFORMATION:

In order to be valid, some Tickets must be activated or

endorsed with a date of travel before you board a train. This is made clear in

the terms & conditions of those Tickets.

‘Ticket’ includes a validated contactless payment card where accepted. The

‘Ticket’ definition in Appendix B gives more information.

6.1

You must hold a valid Ticket or authority to travel before you board a train where there was

the opportunity to buy one unless one of the following circumstances applies:

6.1.1

At the station where you start your journey, there is no means of purchasing a

Ticket, either because there is no Ticket office open or a self-service Ticket machine

is not in working order, or will not accept your only available method of payment

(card or cash); and where notices indicate that Penalty Fares may apply from

that station, you purchase a Permit to Travel if there is a working Permit to Travel

issuing machine at the station where you start your journey – see Condition 10 for

more information about Penalty Fares; or

6.1.2

The station is staffed, and you are specifically permitted to board a train service

by an authorised member of staff, or you have received a written notice or heard

an audible announcement to this effect

; or

6.1.3

At the station where you start your journey, there is no means of purchasing a

Ticket, because

6.1.3.1

the Ticket office is closed; or

6.1.3.2

a self-service Ticket machine is not in working order, or will not

accept your preferred method of payment (card or cash); or

6.1.3.3

You have a disability and Ticket purchasing arrangements at the

station you are departing from are not accessible to you.

In these cases, you must, as soon as you are reasonably able, buy an appropriate

Ticket to complete your journey. The price of the Ticket you purchase will be the same

as if you had bought a Ticket at the station from which you first departed.

INFORMATION:

This means that you should buy a Ticket from the conductor

on the train if there is one available; at an interchange station provided there is

sufficient time before your connecting service; or, if neither of these is possible,

at your destination.

6.2

Children under five years of age may travel free of charge without a Ticket providing that

they are travelling with a passenger holding a valid Ticket or other authority to travel.

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6.3

Unless Condition 6.4 applies, children aged between 5 years and 15 years must have a

valid Ticket for travel but are entitled to a “child” discount on most Tickets. If a discount is

not available, it will be made clear to you when you buy your Ticket.

6.4

Special arrangements apply for accompanied children aged under 11 in the London pay

as you go zonal fare area. For details, please go to:

https://tfl.gov.uk/fares-and-

payments/travel-for-under-18s/travelling-with-children

Personal Identification

Some types of Tickets are only valid with a specific form of personal identification.

Where this applies it will be made clear when buying your Ticket, and in these cases,

you must ensure that you have the identification with you when you travel.

INFORMATION:

This applies, for example, for some types of self-print Ticket

which are only valid when carried with the appropriate ID stated at the time of

booking.

Railcards

8.1

If you use a Railcard to purchase a discounted Ticket, you must carry the Railcard (and

have it available for inspection) when you travel. The Railcard must be within its period

of validity when you travel (in other words it should not have expired).

8.2

The Railcard may have additional restrictions which will apply to any Tickets you buy

when using it.

8.3

If you have a Railcard, you must ensure that the information on it can be read by rail

staff. On occasions this printed information may fade over time. If your Railcard starts

to become illegible for this reason, we will replace it without charge. This can

be done at

any station with a Ticket office or through the Licensed Retailer from which it was

purchased.

8.4

When you buy a national Railcard the full terms and conditions will be provided. They

are also available from www.railcard.co.uk, and on request from all staffed Ticket

offices.

8.5

If you are travelling with a Railcard discounted Ticket and are unable to present the

Railcard when asked by the staff or authorised agents of a Train Company, you will be

treated as having joined a train without a valid Ticket and Conditions 9.1 – 9.5 will apply.

8.6

However, if you were unable to present the Railcard because you had forgotten to carry

it on that particular journey or mislaid it, the Train Company concerned will refund any

fare or Penalty Fare paid in accordance with Condition 10.

8.7

In order to claim such a refund, you will need to contact the customer service

department of the Train Company that charged you the additional fare or Penalty

Fare,

providing the full details of your Railcard, together with the additional Tickets you have

purchased or any Penalty Fares notices. A maximum of one such claim will be considered

in any 12-month period.

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Travelling Without a Valid Ticket

9.1

Travelling without a valid Ticket (which includes, where relevant, any supporting

documentation such as a Railcard or a Ticket that has not been validated as required

by its terms and conditions) or being unable to present them when asked is

a serious

matter. Condition 6 sets out the only circumstances where you may board a train without a

valid Ticket.

If you believe that one of these circumstances applies to you, or that there is another reason

that led to you travelling without a valid Ticket or being able to present one, then you should

explain this to the member of Train Company staff who has asked to inspect your Ticket

9.2

If you are unable to present a valid Ticket when asked and the conditions set out in

Condition 6 do not apply, we are permitted in law to take one of the following measures:

9.2.1

To charge you the full undiscounted “anytime” single fare to a station

directly served by the train that you are on. You will not be entitled to any

discounts or special terms, or to a Ticket to a station other than one served

by the train that you are on; or

9.2.2

To charge you a Penalty Fare on certain trains and stations (see Condition

10 below); or

9.2.3

To report you for prosecution.

If you are unable to present a valid Ticket or to pay a fare (including a part payment of a

Penalty Fare to the value of the Ticket required) when requested, you will be required to

provide your name and address so that the matter can be followed up.

9.3

It is an offence under the Railway Byelaws to fail to provide your name and address

when requested.

9.4

Where you are using a Ticket valid on a specific train service or train services (such as

an “advance” Ticket) and you miss a service because a previous connecting train

service was delayed, you will be able to travel on the next train service provided by the

Train

Company

with

whom

you

were

booked

without

penalty.

9.5

Where you:

9.5.1

are using a time-restricted Ticket (such as an “off-peak” or “super-off-peak”

Ticket) that is correctly dated but

invalid for the service on which you are

travelling; or

9.5.2

are using a route for which your Ticket is not valid; or

9.5.3

break your journey when you are not permitted to do so;

you will be charged the difference between the fare that you have paid and

the lowest price Ticket that is valid for the train you are using.

INFORMATION:

All Train Companies adhere to a Code of Practice which sets

out the procedures we will follow when dealing with ticketing irregularities.

A copy can be found at www.nationalrail.co.uk/tickets

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10.

Penalty Fares

INFORMATION:

Some Train Companies issue Penalty Fares. More information

on Penalty Fares and a list of the Train Companies operating such schemes can

be found at

www.nationalrail.co.uk/penaltyfare.

10.1

Train Companies are required to ensure that warning notices are clearly displayed at

stations where Penalty Fares apply. You may be charged a Penalty Fare if:

10.1.1

You travel on a train service without a valid Ticket or Permit to Travel; or

10.1.2

You travel in first class accommodation with a standard class Ticket; or

10.1.3

You travel on a train service at a time when your service-specific Ticket is

not valid (unless Condition 9.4 applies); or

10.1.4

You travel with a Train Company for which your Ticket is not valid; or

10.1.5

You do not have the necessary supporting document(s), where required (for

example a valid Railcard or photocard).

10.2

Where notices indicate that Penalty Fares may apply from that station and you do not have

a valid Ticket, you must:

10.2.1

purchase a Permit to Travel if there is a working Permit to Travel issuing

machine at the station where you start your journey, or

10.2.2

acquire a Promise to Pay from a self-service Ticket machine

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Part D: Using Your Ticket

The following Conditions 11 to 16 set out the general conditions or restrictions that may apply

depending on the type of Ticket that you have purchased.

11. Dates Your Ticket Is Valid

11.1

You must use your Ticket on or within the date(s) that it is valid. The date(s) of validity

will be made clear when you buy your Ticket. More information can also be found in

Condition 16.

11.2

If, as a result of a delay to your train, your Ticket expires during your journey, you will

still be allowed to complete that journey without penalty.

11.3

A return Ticket must be used in the correct sequence (you must use the outward

portion of your return Ticket before you use the return portion). The outward portion

of a return Ticket is no longer valid for travel once the return portion has been used.

12.

The Train Company or Companies You May Travel With

12.1

Some Tickets require you to travel on a specific train service or services, or the services

of a particular Train Company or Companies. This will be made clear to you when you

purchase your Ticket.

12.2

Otherwise, you are allowed to make your journey on the services of any Train

Company covering the journey you are making on the date(s) and by the route(s) on

which your Ticket is valid.

13.

The Routes You May Use

13.1

Your Ticket may show that it is valid only on certain train services, such as those of

a particular Train Company, or on trains travelling via a certain route or routes. If no

specific route or Train Company is shown, then (subject to any time restrictions for

the type of fare you have purchased) it will be valid on:

13.1.1

any direct train service between the station(s) shown on your Ticket;

13.1.2

by any services (including any change of trains) over the shortest route which

can be used by scheduled passenger services between the stations shown

on your Ticket;

13.1.3

any other routes as shown in the ‘National Routeing Guide’.

INFORMATION:

Restrictions may be applied to services departing or arriving

at certain times; to the services of one or more specified Train Companies; or

to groups of train services indicated by a particular brand name or identity.

The easiest way to check for valid routes is to use the journey planner at

www.nationalrail.co.uk. You can also check the National Routeing Guide which is

available at data.atoc.org/routeing-guide or ask the Ticket seller when you buy your

Ticket.

INFORMATION:

The National Rail Journey Planner lets you select any

specific journey and allows you to include specific locations you wish to travel

through. It will display valid Tickets for your chosen journey alongside the

train times.

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13.2

If you make a journey by a route that is not valid you will be liable to pay an excess

fare. The price for this will be the difference between the amount paid for the Ticket

you hold and the lowest price Ticket available for immediate travel that would have

entitled you to travel by that route.

13.3

If you are using a Zonal Ticket, which allows travel within a defined geographic area,

you may travel on trains which take any route within the zone or zones shown on the

Ticket.

13.4

If you travel beyond the destination shown on the Ticket, you will be treated as having

joined the train without a valid Ticket for the additional part of your journey. Condition

9 sets out what may happen if you travel without a valid Ticket.

14.

Using a Combination of Tickets

14.1

Some Tickets specifically exclude their use in conjunction with other Tickets. This will

be made clear in the terms and conditions when buying such Tickets

14.2

Unless Condition 14.1 applies, you may use a combination of two or more Tickets

to make a journey provided that the train services you use Call at the station(s) where

you change from one Ticket to another.

14.3

Unless Condition 14.1 applies, if you are using a Season Ticket, daily Zonal Ticket, or

another area based Ticket such as a concessionary pass, ranger, or rover, in

conjunction with another Ticket and the last station at which one Ticket is valid and the

first station that the other Ticket is valid are the same, then the train

does not need to

Call

at that station for your combination to be valid.

14.4

In all cases you must comply with the specific terms and conditions of each of the

Tickets you are using (for example, keeping to the valid route(s) and train services for

which each Ticket is valid).

It is your responsibility to check that you comply with

the Conditions listed above.

INFORMATION:

In order to ‘split’ a journey with two or more Tickets under

Condition 14.2 the services you use must be scheduled to stop at a station to allow

passengers to alight and/or board that service, as permitted by the terms &

conditions of the Ticket held. There is no requirement for you to alight and re-board

the same service.

If a combination of Tickets is ‘split’ at a station but that station Call is defined as for

“pick-up only” in the National Rail Timetable and in journey planners, then the Ticket

held to that station is not valid; likewise, if that station call is defined as for “set-down

only” in the National Rail Timetable and in journey planners, then the Ticket held from

that station is not valid.

15.

Using First Class Accommodation

15.1

Some train services include first class accommodation. Where first class

accommodation is available, the relevant seats and area(s) of the train will be clearly

marked. Unless Train Company staff, or notices on the train give you specific

permission, you cannot travel in first class accommodation (including standing in

corridors or passageways) with a standard class Ticket. This applies even if there are

no vacant seats in standard class.

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15.2

A standard class Ticket can in most cases be upgraded to first class. Where this is the

case, you should pay the additional fare due before you board the train. The amount

you pay will be the difference between the fare you have already paid and the

appropriate first class fare for the journey you wish to make.

15.3

Some Train Companies allow you to upgrade on the train on payment of a supplement.

Where this is the case, it will be made clear by announcements or notices.

15.4

If you travel in first class accommodation without a valid first class Ticket or

permission from staff to occupy that accommodation, Condition 9 will apply.

15.5

If you are given permission to sit in a first class seat when holding a standard class

Ticket, it is on the basis that you may be later required to give up your seat to a

passenger holding a valid first class Ticket.

15.6

If you hold a first class Ticket and the first class accommodation on your train service

has been declassified or you are unable to sit in it for all or part of your journey

because it is full, you will be entitled to a refund as set out in Condition 31.

16.

Break of Journey

INFORMATION:

Most Tickets allow you to break your journey. This means

that you do not have to make the whole of your journey at the same time

or, where allowed, on the same day.

Please note that “advance” Tickets do not permit a break of journey. The

special conditions for “advance” Tickets can be found at

www.nationalrail.co.uk/advancetickets

Other national Ticket types normally allow break of journey with the

exception of the outward portion of some longer distance “off-peak” returns.

Where this is the case, it is made clear in the restrictions applying to those

Tickets.

16.1

Where break of journey is allowed, there is no limit to the number of times that you

can do so within a Ticket’s period of validity, until the journey is completed.

16.2

Generally, you may start, or break and resume, a journey (in either direction in the

case of a return Ticket) at any intermediate station, as long as the Ticket you hold is

valid for the trains you want to use. However, this may not be the case with some

through services that take an indirect route. You may also end your journey (in either

direction in the case of a return Ticket) before the destination shown on the Ticket.

INFORMATION:

For example, where a train service makes a circular

journey, you may travel either way to the destination on your Ticket.

However, you would not normally be allowed to get off at an intermediate

station where the fare would have been higher.

16.3

If you start, break or resume your journey at an intermediate station where you are

not entitled to do so, you will be liable to pay an excess fare. The price for this will be

the difference between the amount paid for the Ticket you hold and the lowest price

Ticket available for immediate travel that would have entitled you to start, break or

resume your journey at the station

concerned.

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16.4

Tickets valid for travel across London using Transport for London services do not

entitle you to break your journey on London Underground and/or the Docklands Light

Railway, unless your Ticket is a Season Ticket or a travelcard covering the Zones in

which you are travelling.

Part E: Making Your Train Journey

17.

Introduction

This Part E sets out the specific Conditions that apply when making your journey.

18.

Inspection of Tickets

INFORMATION:

Failure to provide a valid Ticket when asked may lead to

prosecution.

18.1

You must show and, if asked to do so by the staff of a Train Company, hand over for

inspection your Ticket and any Railcard, photocard or other form of personal

identification which your Ticket requires.

18.2

If for any reason your Ticket is invalid, Train Company staff may withdraw it unless it

is held on an electronic device or payment card. Where your Ticket is withdrawn you

will be given a receipt.

19.

Railway Byelaws

19.1

If you are present on the railway, you must comply with the Railway Byelaws.

INFORMATION: The Railway Byelaws apply to anyone on railway property,

regardless of whether they have a Ticket or not. A copy of the Railway Byelaws can

be found at www.gov.uk/ government/publications/railway-byelaws or you can ask

at a station Ticket office for details. Contravening the Railway Byelaws may lead to

prosecution.

20.

Changing Trains

If your journey requires a change of trains, you must allow sufficient time to make

your connection when selecting the trains, you wish to use. Train times shown at

www.nationalrail.co.uk or on any journey plan provided by a Train Company or

Licensed Retailer will allow sufficient time for making your change of trains. You can

also ask for advice on this when purchasing your Ticket at a station.

21.

Passengers with Disabilities

INFORMATION:

We aim to make using the National Rail Network as

accessible as possible for passengers with disabilities and provide a range

of services to help ensure that everyone can have an enjoyable journey.

Page 15

21.1

We will provide specific assistance for passengers with disabilities (and other

passengers that may need extra help such as older people) upon request, at no

additional cost. This will include, as required, arranging for staff to be available to

deploy ramps that allow wheelchair users to board trains; or arranging for an

accessible taxi to take passengers with disabilities to the most convenient accessible

station appropriate to the journey being made.

21.2

We recommend that passengers requiring assistance contact the relevant Train Company

with 6 hours’ notice before travel until 31 March 2022, and with 2 hours’ notice before travel

from 1 April 2022

. However, staff will provide assistance when assistance has not

been booked in advance, in line with a Train Company’s ‘Accessible Travel Policy’.

INFORMATION:

You can book assistance at any station for any train journey

at any time. Staff will always try to help, even if assistance is not booked. If

staff are not able to help you immediately then they will explain clearly why.

Some companies may ask for up to 6 hours’ notice to book assistance to

enable them to ensure that a member of staff will be available to help you.

Further information on how to book assistance is available from each Train

Company’s website and from the National Rail Enquiries website at www.

nationalrail.co.uk/disabledpassengers which provides further guidance on

facilities at each station (for example, where there are stairs and no lifts).

21.3

Each Train Company publishes an ‘Accessible Travel Policy’, which sets out the way

in which it will assist passengers with disabilities in using their services.

INFORMATION:

Each Accessible Travel Policy is published on the Train

Company’s website.

22.

Taking Your Cycle on The Train

22.1

Non-folding cycles are permitted on most train services, but restrictions may apply at

particular times of day and/or days of the week. In some cases, a charge may be made,

and a reservation may be required.

INFORMATION:

Train Companies publish details of their cycle policies online.

Details are also available at staffed Ticket offices, and we can tell you about

these restrictions and any charges if you ask when buying your Ticket.

More details can be found at www.nationalrail.co.uk/cyclists

22.2

If a cycle reservation is not honoured, the Train Company responsible will refund any

reservation fee paid. If the Train Company is unable to provide alternative equivalent

accommodation for your cycle and you therefore decide not to travel you will be

entitled to claim a refund under Condition 29 for your journey, without any

administration charge.

You must make your claim within 28 days of the planned journey, including the Ticket

and cycle reservation for the journey concerned.

Page 16

22.3

Unless prohibited by a Train Company’s individual cycle policy, electric assist pedal

cycles and e-scooters may be carried on trains provided that they are similar in size

to a traditional cycle or scooter. Power assisted cycles without traditional cycle-style

pedals, or with oversized dimensions cannot be carried.

22.4

Fully folding cycles may be treated as luggage as shown in Condition 23 below.

23.

Taking Luggage and Other Articles with You on Your Journey

23.1

You may take up to three items of luggage into the passenger accommodation of a

train unless:

23.1.1 your luggage is such that it may cause injury, inconvenience or a nuisance

or it may cause damage to property;

23.1.2 there is not enough room for it;

23.1.3 your luggage would obstruct doorways, gangways or corridors;

23.1.4 the loading or unloading may cause delay to trains;

23.1.5 your luggage is not carried or packaged in a suitable manner;

23.1.6

your luggage is one of the prohibited items shown in the list shown in

23.4 below;

23.1.7 a Train Company has set out any special conditions relating to the carrying

of luggage on their own train services. In such cases these conditions will

be made available when buying your Ticket in advance and will be shown

on the Train Company’s website.

23.2

You will normally need to be able to manage your luggage without additional help;

however, if you have a disability and require assistance, you can book this in advance

of your journey. Please see Condition 21 for more information.

23.3

Articles may be conveyed in separate luggage accommodation, where this is

available, on the train service. Articles conveyed in such accommodation must for

security reasons be clearly labelled with your name, address and destination

station. Train company staff may not release items stored in separate luggage

accommodation to you until you have proved ownership.

23.4

Conditions relating to the carriage of specific items:

ITEM CONDITIONS

Pushchairs/Carrycots.

Must be capable of folding

Wheelchairs and powered

wheelchairs.

Wheelchairs must be folded unless in use

and located in a section designated for

wheelchairs where provided.

They are conveyed subject to a

maximum width of 70cm and length of

120cm.

Page 17

23.5

Items only permitted at the discretion of individual Train Companies:

ITEM

Mobility Scooters.

e-Scooters

Canoes; surfboards; sailboards.

Skis and ski-boards; golf equipment; other sports equipment except where shown

as not permitted below.

Musical Instruments exceeding these dimensions, 30 x 70 x 90 cm

Unloaded firearms, properly licensed, with prior permission of the Train Company

and carried in accordance with the law and any other specific instructions

23.6

Items that are not permitted to be carried on passenger trains:

ITEM

Motorcycles; mopeds; motor scooters

Furniture exceeding these dimensions, 30 x 70 x 90 cm

Firearms (except as shown above)

Dangerous goods; inflammable liquids; explosives

24.

Taking an animal with you on your journey

24.1

You may take up to two dogs or other small domestic animals free of charge with

you unless a Train Company has set out any special conditions relating to their own

train services. In such cases these conditions will be made available when buying

your Ticket in advance and will be shown on the Train Company’s website.

24.2

Animals, with the exception of assistance dogs, may not be taken into buffet or

restaurant cars (including first class accommodation with at-seat meals service)

unless specifically allowed by the Train Company that you are using. Animals are not

allowed on seats in any circumstances.

24.3

Animals other than dogs must be conveyed in a fully enclosed basket or pet carrier

designed for this purpose with dimensions not exceeding 85 x 60 x 60 cm. Baskets

and pet carriers must be large enough to allow the animal to stand and lie down in

comfort. Animals which are too large for a basket or pet carrier with dimensions 85

x 60 x 60 cm may not be conveyed by train.

24.4

Dogs must be kept on a lead throughout your journey, including any part of station

property; other animals must not be taken out of their baskets or pet carriers. If your

dog or other animal causes a nuisance or inconvenience to other passengers, you may

be asked to remove it from a train or railway premises by staff.

24.5

Special conditions apply to the carriage of animals in sleeper cabins. If you are

considering taking an animal on a service with a sleeper cabin, you will need to

contact the Train Company for details of these before you make your booking.

24.6

Livestock and non-domestic animals cannot be carried in any circumstances.

Page 18

25.

Your Responsibilities with Regard to Luggage, Other Accompanied Articles and

Animals

You should take care of any item of luggage or article, animal or cycle that you take

onto a train. You may be liable for any injury, damage, or loss if you do not take

reasonable care. Unless a Train Company has agreed to provide assistance, it will

not be responsible for any loss or delay to your journey arising from any failure in

this regard.

26.

A Train Company’s Liabilities with Regard To Luggage, Other Accompanied

Articles And Animals

A Train Company or Rail Service Provider will only be liable for any loss or damage to

luggage, articles, animals or cycles in its trains or on its premises if the loss or damage

was caused by the fault of a Train Company’s or Rail Service Provider’s staff.

Where liability is established, the maximum liability of a Train Company or Rail Service

Provider is £1,500 per passenger (except for liability for loss or damage to mobility

equipment, or other specific equipment used by disabled passengers or passengers

with reduced mobility, which is unlimited).

27.

Amended Timetables and Rail Replacement Services

INFORMATION:

From time to time, it may be necessary to replace a train

service with a bus or coach. In most cases this is planned in advance (for

example due to engineering work to maintain or improve the rail network),

but sometimes such changes may be required at short notice. Usually, such

replacement bus and coach services will take

longer than the scheduled time

for the equivalent train service.

27.1

Wherever engineering work is planned in advance we will make you aware of any

need to operate a rail replacement service. The Train Company or Licensed Retailer

from whom you purchased your Ticket(s) will include any extended or altered times

in the timetable information. This information will also be provided at

www.nationalrail.co.uk so that you can make an informed decision about your travel

plans. Where replacement services are operating, we may be unable to accept

some types of luggage, articles, animals and cycles.

27.2

If the replacement is at short notice and you cannot complete your journey because

we are unable to transport your luggage, articles, animals and/or cycles by road

vehicle, and you therefore decided not to travel, you will be entitled to claim a refund

of your Ticket(s) under Conditions 30.1 – 30.4 without any administration charge.

27.3

When you make your claim, you should state the timetabled departure time of the

train you intended to use for the journey and provide any Tickets which were valid

for the journey.

27.4

If you are claiming compensation due to a delay in your rail replacement journey,

your compensation will be determined by the time difference between the actual

time of arrival at your destination and the arrival time as published in the Published

Timetable of the Day.

27.5

In all other respects these Conditions apply to the use of rail replacement services.

Page 19

28.

What Happens When Things Go Wrong?

28.1

We want you to be satisfied with your journey. If you have any problem that cannot

be resolved to your satisfaction at the time, every Train Company provides details of

how to make a complaint or comment on its website and on notices at stations and

on trains.

28.2

Where disruption prevents you from completing the journey for which your Ticket is

valid and is being used, any Train Company will, where it reasonably can, provide

you with alternative means of travel to your destination, or if necessary, provide

overnight accommodation for you.

28.3

Where your train is likely to be delayed for more than 60 minutes, you may use your

Ticket to make your journey at a later date subject to comparable restrictions on your

Ticket. Please refer to your Train Company’s website or contact them directly for

details on how to obtain a replacement Ticket.

28.4

In other circumstances disruption to train services may mean that you are entitled to

compensation or a refund on your Ticket. Part F explains your rights to refunds and

compensation.

28.5

If your train is delayed for more than 60 minutes, your Train Company may, in certain

circumstances, provide you with meals and refreshments if they are available on the train

or in the station, or can reasonably be supplied, and in reasonable relation to the waiting

time.

Page 20

Part F: Your Refund and Compensation Rights

29.

Refunds on Tickets Which You Have Chosen Not to Use or Have Been Part-used

29.1

If you purchase any Ticket(s) and then choose not to travel, you may apply for a refund

from the original retailer, unless

the terms and conditions of your Ticket(s) state

otherwise. You must do this no more than 28 days after the expiry of the Ticket(s)

unless the terms and conditions of your Ticket state otherwise.

29.2

In such cases, a deduction from your refund in the case of part-used Tickets, will

normally be calculated on the cost of the journey(s) actually made. An administration

charge may also be made, which will not exceed £10 per Ticket; however, if the

administrative charge and/or other deductions exceed the refund amount no refund

will be payable. If a delay or cancellation on any leg of your journey is the reason you

could not complete your journey, you are entitled to a full refund on any Tickets held

for that journey under condition 30.1

29.3

Your refund application will be processed as soon as reasonably practicable, and the

refund paid within one month of receipt of your application.

29.4

The way in which your refund will be paid will depend on how your Ticket was

originally paid for, as shown in the table below:

Method of payment

Method of refund

Cash Cash or, with your agreement, an

alternative payment method such as

cheque or

credit to your bank account

Cheque (where accepted) Cash, or cheque (which could include the

return of your cheque) at the discretion of

the retailer

Credit or debit card; PayPal

Credit to the relevant card account.

Rail travel warrant

Credit to the relevant warrant account.

Rail travel voucher Rail travel vouchers of equivalent value

or cash at the discretion of the retailer

30.

Your Right to a Refund If Your Train Is Disrupted and You Choose Not to Travel

30.1

Conditions 30.1 – 30.4 cover all Tickets other than Season Tickets, and also apply if you

have begun your journey but are unable to complete it due to a delay to, or

cancellation of, your service. In such cases, you are permitted to return to your point

of origin and still get a refund.

You may return an unused Ticket to the original retailer or Train Company from whom

it was purchased, where you will be given a full refund with no administration fee

charged, if you decide not to travel because the train you intended to use is:

•

cancelled, or

•

delayed, or

•

rescheduled from that in Published Timetable of the Day after you have purchased a

Ticket or Tickets, or

•

your reservation will not be honoured

INFORMATION:

Season Tickets have their own compensation process

when disruption or cancellation prevents travel. Season Ticket holders

should refer to

www.nationalrail.co.uk/season

-tickets for details.

Page 21

30.2

When applying for a refund under this Condition you will need to state the date, time

and station where you would otherwise have started your journey from. You must

write to the Train Company to notify them of your claim within 28 days of the date that

you intended to travel.

30.3

Your refund application will be processed without undue delay and any refund due will

be paid within 14 days of your claim being agreed by the Train Company. Our target

is to process all claims within one month of receipt.

30.4

Where you have bought the Ticket from a Ticket office immediately before you

intended to travel, you should be able to get this refund straight away by the same

means with which you paid, from the Ticket office where you bought your Ticket.

The way in which your refund will be paid will depend on how your Ticket was

originally paid for, as shown in the table below:

Method of payment

Method of refund

Cash

Cash or, with your agreement, an

alternative payment method such as

cheque or credit to your bank account

Cheque (where accepted)

Cheque (which could include the return

of your cheque)

Credit or debit card; PayPal

Credit to the relevant account

Rail travel warrant

Credit to the relevant Warrant account

Rail travel voucher

Rail travel vouchers of equivalent value

or, with your agreement, an alternative

payment method such as cheque or

credit to your bank account

31.

Travelling In Standard Class Accommodation with A First Class Ticket

31.1

If you have a first class Ticket and the train service you use is shown as offering first

class accommodation at www.nationalrail.co.uk, but when you travel first class

accommodation is not provided or is otherwise fully occupied, you may claim a refund.

The minimum refund to which you will be entitled will be the difference between the

price of the first class Ticket purchased and the cheapest valid standard class walk-up

fare available on the service you used. You must contact the Train Company you

travelled with to notify them of your claim within 28 days of the date that you travelled.

31.2

If you hold a first class Season Ticket, the minimum to which you will be entitled will

be a refund of the difference between the first class and standard class fare for the

journey concerned.

32. Claiming Compensation for Delays and/or Cancellations

32.1

If you are delayed in reaching your destination as a result of a delay or cancellation of

a train service, you may be entitled to claim compensation from the Train Company

that is responsible for the delay in completing your journey.

Your claim can be made to any Train Company whose services you used to make

your journey, who will, if necessary, forward your claim to the Train Company

responsible.

ou are entitled to compensation if the delay was 60 minutes or longer, regardless of

fault

. Compensation is based on the delay in your arrival time at the destination

station, as compared to the arrival time stated in the Published Timetable of the Day.

You can make a claim in one or more of the following ways:

Page 22

32.1.1

through the industry arrangements provided for:

32.1.1.1

in these Conditions; and/or

32.1.1.2

in the Passenger’s Charter of the relevant Train Company

and/or

32.1.2

by relying on your statutory rights, e.g., under the Consumer Rights Act

2015 and the Rail Passengers’ Rights and Obligations Regulation

as it

applies in GB law.

However, you cannot recover the same money twice.

INFORMATION:

The Consumer Rights Act 2015 provides consumers with

various rights, e.g., rights where a service is not performed with reasonable

care and skill (see section 49 of the Act). For information regarding your

rights when you are travelling as a consumer, including under the Consumer

Rights Act 2015, see, www.gov.uk/consumer-protection-rights

32.2

For claims made under the industry arrangements (set out at paragraph 32.1.1 above)

for losses caused by the delay and/or cancellation of a train service, you can only recover

up to the price of your Ticket. However, in exceptional circumstances, a Train Company

may consider claims for other losses. This will be for the Train Company to decide in its

sole discretion, unlike your legal rights set out in paragraph 32.1 above.

If you wish to ask the Train Company to consider making a discretionary payment, you

should write in the first instance to the Train Company at the address which can be

found on nationalrail.co.uk or by calling 0345 7 48 49 50. Please note that this does not

affect your statutory rights (see paragraph 32.1.2).

33.

How To Make a Claim Under the Industry Arrangements.

33.1

In order to make a claim under the industry arrangements set out at paragraph 32.1.1

above, you must submit your claim to the Train Company within 28 days of completing

the journey (unless that deadline is extended by the Train Company).

You will need to state the scheduled departure time of the train or trains you intended

to use for your journey and provide a Ticket or Tickets or other authority to travel which

was valid for that whole journey. A Train Company will allow you to retain any Tickets

after use for this purpose. Compensation is based on the delay in your arrival time at

the destination station, as compared to the arrival time stated in the Published

Timetable of the Day.

INFORMATION:

Links to each Train Company’s Passenger’s Charter can be

found on the National Rail Enquiries website at

www.nationalrail.co.uk/passengers-charter; Train Companies also publish

their Passenger’s Charters on their websites and will display information at

stations.

Page 23

33.2

If you have a claim or a complaint about your journey, the Train Company you contact

will help you either by dealing with the matter itself or by passing it on to the relevant

Train Company, Rail Service Provider or other third party(s) or person(s) providing the

goods or services in question.

Claims will be considered without undue delay and any

compensation due will be paid within 14 days of your claim being agreed by the Train

Company. The target is to process all claims within one month of receipt.

33.3

Although the amount of compensation offered varies by Train Company, if you arrive

60 minutes or later at your destination station, you will, as a minimum, be entitled to

compensation in accordance with the table below:

Ticket held

Amount payable

Single Ticket, or Return Ticket with

delay on both the outward and return

journey

50% of the price paid

Return Ticket with delay on outward or

return journey

50% of the price paid for the relevant

portion of the journey

Season Ticket

The discount or compensation

arrangements in the relevant Train

Company’s Passenger’s Charter

apply

INFORMATION:

To make a claim under the industry arrangements, all you

need to show is that there was a delay. You do not have to prove that the delay

was the Train Company’s fault.

33.4

A Train Company may not be obliged to pay compensation under this Condition if the

cause of the delay was entirely outside the rail industry’s control. Each Train

Company’s Passenger’s Charter will set out any exclusions that applies to such claims

in respect of their services. However, you are entitled to compensation if the delay was

60 minutes or longer, regardless of fault.

33.5

Please note that if you have decided not to travel and claim a full refund in accordance

with Condition 30, you cannot then also claim compensation for delay under this

clause through a Train Company’s Passenger’s Charter.

34.

How Your Compensation Will Be Paid

34.1

Compensation methods may include payment by cheque or a bank transfer payment

(usually referred to as a BACS payment); by means of a refund to your debit or credit

card (each of these three is a “money option”); or in rail travel vouchers. Your options,

which will include at least one “money option”, will vary by Train Company, and will be

shown when making your claim. Where the delay was caused by a fault of the Train

Company, you are entitled to payment by the same means as your Ticket was paid for

unless you agree to another payment method.

34.2

If you receive payment in rail travel vouchers you can use them in full or part payment

for Tickets purchased at any Train Company’s staffed Ticket office, for any rail journey

on the services of the Train Companies. In some cases, they may also be exchanged for

money at a Ticket office of the Train Company that issued them, and this option will be

stated if it is available to you when you claim.

Page 24

35.

Other Claims Against a Train Company

35.1

If you need to make a claim against a Train Company or Rail Service Provider for

personal injury or any loss or damage to property, or a claim or complaint arising

under the Passenger’s Charter or these Conditions, you should write to the relevant

Train Company or Rail Service Provider in the first instance.

35.2

If you are not satisfied with the outcome of your claim against a Train Company or

Rail Service Provider

you can contact the Rail Ombudsman at

www.nationalrail.co.uk/RailOmbudsman or

www.twitter.com/RailOmbudsman

or 0330

094 0362.

35.3

Please note that a Train Company is not responsible for:

35.3.1 any losses that occur while you are travelling in any other Train

Company’s trains;

35.3.2 another party not providing goods or services; and

35.3.3

any losses that occur while you are using those other goods or services.

However, each Train Company will help you if you have a claim or a complaint about your

journey, either by dealing with the matter itself or by passing it on to the Train

Company(s), Rail Service Provider or other third parties or person(s) providing the goods

or services in question.

Page 25

Part G: Special Conditions Applying to Season Tickets

36.

Introduction

36.1

Part G of these Conditions apply to Season Tickets only. In some cases, special rules

apply to Season Tickets valid for 1 month or longer – this is made clear where

necessary.

36.2

A Season Ticket gives you the right to unlimited travel on train services between

specific stations or within specific geographic zones during the period up to and

including the Season Ticket’s expiry date. This includes the right to start, break or

resume your journey, as described in Condition 16.3. It may only be used by the

person to whom, or on whose behalf, it was issued (unless Condition 5.1 applies).

36.3

Unless you are specifically advised otherwise at the time of purchase, a Season Ticket

must be supported by a photocard which bears a true likeness of the user. Photocards

may be obtained free of charge at staffed station Ticket offices on production of a

passport sized photograph.

36.4

When you first buy a Season Ticket that is valid for a period of one month or longer,

you will need to fill in an application form, and a record will be kept of your details and

the details of the Season Ticket(s) that you buy. This enables us to provide you with

greater assistance if your Season Ticket is lost or stolen, or if you need to make a claim

for delay under a Train Company’s Passenger’s Charter.

Your Season Ticket is a valuable document and should

be looked after with great care.

37.

Damaged or Faded Season Tickets

37.1

If a valid Season Ticket is damaged, can no longer be read easily, or no longer works

in automatic Ticket gates, we will replace it without charge. You should ask the

retailer from whom you originally purchased your Season Ticket to do this for you.

37.2

Different arrangements normally apply for the replacement of damaged or defective

Smartcards, and these will be made clear to you when you obtain your Smartcard.

38.

Season Ticket or Photocard Unavailable for Inspection

38.1

If you are unable to present a Season Ticket, or any photocard required with a Season

Ticket, when asked by the staff or authorised agents of a Train Company, you will be

treated as having joined a train without a valid Ticket and Condition 9 will apply.

38.2

If you possess a valid Season Ticket and/or photocard but were unable to present it

when requested because you had forgotten to carry it on that particular journey or

mislaid it, the Train Company concerned may at their discretion refund any fare or

Penalty Fare paid in accordance with Condition 9, less an administration charge not

exceeding £10.

38.3

In order to claim such a refund, you will need to provide the retailer from whom you bought

your Season Ticket with your Season Ticket (and photocard if applicable), together with

the additional Tickets you have purchased or any Penalty Fares notices.

Page 26

38.4

A maximum of two such claims will be considered in any 12-month period regardless of

the number of Season Tickets bought during that time.

39. Duplicate Season Tickets

39.1

If you lose or mislay a Season Ticket valid for one month or longer, or it is stolen, the

Train Company or Licensed Retailer from which it was purchased, will arrange for a

duplicate Season Ticket to be issued provided that:

39.1.1

you report the loss as soon as you reasonably can and, if required, you

give a reasonable explanation for the loss (some Train Companies may

ask you to complete a form explaining the reason for the loss);

39.1.2

you agree to return the lost Season Ticket to the retailer immediately if it

is subsequently found;

39.1.3

you pay the Train Company or Licensed Retailer’s administration

charge, which will not exceed £20.

39.2

If you subsequently lose or mislay your duplicate Season Ticket or it is stolen, then a

further duplicate Season Ticket(s) can be issued on the same basis as your first duplicate

Season Ticket. However, you may be asked to attend a meeting with the Train Company

or Licensed Retailer concerned to explain the circumstances in which your duplicate

Season Ticket(s) was lost. Train Companies have agreed a Code of Practice for such

meetings, a copy of which can be found in Appendix C.

39.3

If the loss of your duplicate Season Ticket is a result of a theft, robbery, fire, or other

exceptional circumstances which have been reported to the police, the fire service

another appropriate organisation, you should be able to obtain confirmation of the

circumstances from the relevant authorities, (e.g., a crime number from the police)

and provide such confirmation to the Train Company or Licensed Retailer issuing you

with a duplicate Season Ticket.

39.4

Train companies reserve the right to refuse to issue duplicate Season Tickets if they

have reasonable grounds to believe that such requests are being made fraudulently.

40.

Season Ticket Refunds

40.1

If you no longer require your Season Ticket, you may be entitled to a refund from the

Train Company or Licensed Retailer from which it was purchased. In the first instance

you should return your Season Ticket to the relevant Train Company or Licensed

Retailer requesting a refund.

40.2

Your refund will be calculated from the date you return the Season Ticket. The refund

will be calculated by deducting the cost to make

one return journey for each day from

the start date the Season Ticket until the day it is returned, and an administration

charge (not to exceed £10).

Page 27

INFORMATION: Longer period Season Tickets attract a higher level of discount than

shorter period Season Tickets. For more information about Season Ticket refunds,

see www.nationalrail.co.uk/season-ticket-refund

EXAMPLE: If you return your monthly Season Ticket after 9 days, we will

deduct from your refund the cost of a 7-Day Season Ticket and 2 one day

return Tickets and an administration charge.

Longer period Season Tickets attract a higher level of discount than shorter

period Season Tickets. For more information about Season Ticket refunds see

www.nationalrail.co.uk/times_fares/season-refund-calculator.aspx

40.3

To qualify for a monetary refund:

40.3.1

Seven Day Season tickets must have at least three days’ remaining validity,

40.3.2 Season Tickets valid between one

and ten months must have at least

seven days’ remaining validity.

40.4

Annual Season Tickets do not qualify for a monetary refund after ten months and

twelve days.

40.5

If you were ill and, consequently, unable to

request a refund on your Season Ticket

when you stopped using it, we will offer you a refund from the date your illness started,

provided that you supply a medical certificate or other evidence of your illness.

40.6

If you require a refund on a duplicate Season Ticket, the Train Company may request

additional information (e.g., evidence of new address, a new job, redundancy, or

prolonged illness of the holder) and/or may be asked to attend a meeting with the Train

Company concerned. Train Companies have agreed a Code of Practice for such

meetings, a copy of which can be found in Appendix C.

40.7

Train Companies reserve the right to refuse to issue refunds on duplicate Season

Tickets if they have reasonable grounds to believe that such requests are being

made fraudulently.

41.

Changing One Season Ticket for another

41.1

You may change your Season Ticket for another covering a different journey or

class of travel provided that the original Season Ticket was valid for one month or

more and has at least seven days’ validity remaining. In this case, you will only

be required to pay the difference in price between your original Season Ticket

and the new one, based on the number of days of validity remaining on your

original Season Ticket.

41.2

If your new Season Ticket is for a cheaper journey or class of travel, you will be

entitled to a refund on the original Season Ticket, based on the number of days

of validity remaining on your original Season Ticket at the time that you ask for

your Season Ticket to be changed.

41.3

The validity of your new Season Ticket must start on the day after the original

Season Ticket is handed in and must expire on the same date as that of the

original Season Ticket. You will not have to pay an administrative charge.

Page 28

Part H: Lost property

42. Ownership

42.1

Property found in a train or on a Train Company’s or Rail Service Provider’s premises

will not be treated as belonging to the person who finds it and must be handed over

as soon as reasonably possible to a Train Company’s or Rail Service Provider’s

member of staff.

42.2

A Train Company or Rail Service Provider will take reasonable care of any luggage,

articles, animals or cycles which are taken into its safekeeping after being left in its

trains or on its premises and will make a reasonable effort to contact the owner.

42.3

In order to ensure the safe and efficient operation of the railway a Train Company

or Rail Service Provider may limit your access to trains or premises in order to

retrieve any property you have left behind but will, if necessary, make alternative

arrangements for it to be recovered.

43.

Examination and disposal

If property is left in a train or on a Train Company’s or Rail Service Provider’s

premises, they have the right to open it and examine the contents before removing

it to a secure place. They may, without being liable, remove or dispose of any

property, which might in their opinion cause damage or injury or inconvenience staff

or passengers.

44.

Charges

44.1

A Train Company or Rail Service Provider may make a charge (not exceeding £2

per day per item) for storing property and (not exceeding £30 per item) for

retrieval of property by the owner depending on:

44.1.1

the type of property; and

44.1.2

the period for which it has been kept.

45. Unclaimed property

Any property taken into a Train Company or Rail Service Provider’s safekeeping

which has not been retrieved within three months will be sold or otherwise disposed

of and any money from the sale may be retained. Items which are perishable may

be disposed of earlier.

Page 29

Appendix A:

List of Train Companies to which the National Rail Conditions of Travel

apply as of 28

May 2023

Abellio East Anglia Limited

(trading as “Greater Anglia” and “Stansted

Express

”)

Abellio East Midlands Railway

(trading as

“

East Midlands Railway

”

)

Arriva Rail London Limited

(trading as

“

London Overground

”

)

East Coast Trains Limited

(

trading as “

Lumo”)

First Greater Western Limited (trading as “Great Western Railway”)

TransPennine Trains Limited (trading as “TransPennine Express”)

First Trenitalia West Coast Rail

Limited

(trading as “Avanti West Coast”)

Govia Thameslink Railway Limited

(trading as “Great Northern”; “Gatwick Express”;

“Southern”; “Thameslink”)

Grand Central Railway Company

Limited

(trading as “Grand Central”)

Hull

Trains C

ompany

Limited

(trading as

“

Hull Trains

”

)

Transport for Wales Rail Limited

(trading as

“

Transport for Wales

”

)

London North Eastern Railway

Limited

(trading as “London North Eastern Railway”)

Merseyrail Electrics 2002 Limited

(trading as

“

Merseyrail

”

)

MTR Corporation (Crossrail)

Limited

(trading as “Elizabeth line”)

Northern Trains

Limited

(trading as

“

Northern

”

)

ScotRail Trains Limited

(trading as “ScotRail”)

Serco Caledonian Sleepers Ltd

(trading as

“

Caledonian

Sleeper

”

)

South

astern Trains Limited

(trading as “Southeastern”)

First MTR South Western Trains

Limited

(trading as “South Western Railway”; “Island Line”)

The Chiltern Railway Company

Limited

(trading as “Chiltern Railways”)

Trenitalia c2c Limited

(trading as “c2c”)

West Midlands Trains Limited

(trading as “West Midlands Railway” and “London

Northwestern Railway

”

)

Trains

Limited

(trading as

“

CrossCountry

”

)

An up-to-date list is available at station Ticket offices, telesales offices, the National Rail

website and travel agents licensed to sell National Rail Tickets. At these places you will also

be able to obtain telephone numbers and addresses for correspondence with each of the

above companies.

Page 30

Appendix B:

Definitions

In this contract:

“Call”

means a scheduled stop of a train service at a station that allows

passengers to alight as well as board that train service at that

station, as defined in the National Rail Timetable;

“Conditions”

means the terms and conditions of this contract, set out in Part

C to Part H of this document, excluding the text in the

information panels.

“Licensed Retailer”

means an organisation authorised and Licensed to sell Tickets

by a Train Company or the Association of Train Operating

Companies (‘ATOC’);

“Mobility Scooter”

means “class 2” and “class 3” invalid carriages as defined by

https://www.gov.uk/mobility-scooters-and-powered-wheelchairs-

rules

“National Rail

Enquiries”

means the website provided at www.nationalrail.co.uk and

associated telephone enquiry service available by calling 03457

48 49 50;

“National Rail

Network”

means the network of railway lines over which Train Companies

operate scheduled passenger railway services;

“National Rail

Timetable”

means the rail timetable for passenger train services in Great

Britain, published by Network Rail and provided at

www.networkrail.co.uk

“National Routeing

Guide”

means a document that lists the valid routes for all journeys on

the National Rail Network;

“Oyster

card”

means a card belonging to the electronic smartcard scheme

operated by Transport for London in which a number of Train

Companies participate;

“Passenger’s

Charter”

means the document of that name or similar, published from

time to time by that Train Company. Links to the Train

Companies’ Passenger’s Charters can be found at

www.nationalrail.co.uk/passengers-charter;

“Penalty Fare”

means a Penalty Fare charged in accordance with a scheme

under the Railways (Penalty Fares) Regulations 2018 (as

amended from time to time).

“Penalty Fares

Notice”

means the receipt issued when a Penalty Fare is charged;

“Permit to Travel”

means a document obtainable from self-service machines at

some stations that allows you to travel by train until you have

a reasonable opportunity to buy the Ticket you need for your

journey, for a period of not more than 2 hours from the time

of issue. The price you will have to pay for your Ticket will be

reduced by the amount you have paid for the Permit to Travel;

Page 31

“Published

Timetable of the

Day”

means the schedule of services, including rail replacement

services, applicable on the day you travel or plan to travel

(different to May or December timetable). These changes will

be published no later than 22:00 the day before travel and

available at www.nationalrail.co.uk

“Rail Ombudsman”

means an independent, not-for-profit organisation offering a

free, expert service to investigate and rule on unresolved

customer complaints;

“Railcard”

is a card (which may in some circumstances be stored on an

electronic device) that allows Ticket(s) to be bought at a

discounted fare

“Rail Service

Provider”

means Network Rail, any organisation or person (other than a

Train Company) that operates a station and any person or

organisation that hires rolling stock to a Train Company, but

does not include London Underground;

“Railway Byelaws”

refers to the byelaws published at

www.gov.uk/government/publications/ railway-byelaws;

“Season Ticket”

means a Ticket sold as such which allows you to travel for a

period of 7 consecutive days or longer, or any 8 in 28 days;

“Ticket”

means any physical or electronic document or record which

entitles a passenger to make a journey on the National Rail

Network between the stations or within the zones indicated by

one or more of the Train Companies. An electronic document

or record may consist of (but not be limited to):

a Smartcard (including an Oyster or ITSO card);

a payment card or identity card;

a mobile telephone or tablet device;

other mobile electronic device; or

a database, in conjunction with an authorised Contactless Bank

Card bearing the

symbol described in the notices and

publications of the Train Company as being valid for travel on

their services.

Electronic documents or records may not display the same

information as printed Tickets but the conditions for use of

these will explain where this information can be found.

Where you have a road-enabled Mobility Scooter, a Ticket is

also evidence that you are permitted to carry your Mobility

Scooter (where that Mobility Scooter is permitted by the Train

Company's Accessible Travel Policy –for further information

see the Train Company’s mobility scooter policy). If you are

making a journey using a combination of Tickets, each Ticket

must be used in accordance with these Conditions;

Page 32

“Train Company”

means a company operating passenger railway services

which is required to apply these Conditions to persons

purchasing Tickets, under a condition of the passenger

license granted to the company by the Office of Rail and Road.

References in these Conditions to Train Company also

extends to the authorised agents of that company. A list of

these train companies can be found in Appendix A. “Train

Companies” means all or more than one of these

Companies;

“Zonal Tickets”

are those Tickets which permit travel only within a defined

geographic area.

Page 33

Appendix C:

Code of Practice: Arrangements for Interview Meetings with Applicants in Connection

with Duplicate Season Tickets

This appendix sets out the arrangements agreed by Train Companies and Licensed

Retailers for the conduct of interview meetings relating to applications for duplicate

Season Tickets or refunds on duplicate Season Tickets.

This Code of Practice supports the provisions contained within the National Rail Conditions

of Travel. The terms ‘Train Company’ and ‘Licensed Retailer’ have the same meaning in

this Code of Practice as in the National Rail Conditions of Travel. These arrangements

apply to all monthly and longer Season Tickets purchased from a Train Company or

Licensed Retailer, referred to below as the

‘Ticket Seller’

Requirements of the interview meeting process

•

Where a further duplicate is requested in respect of a Season Ticket valid for a month or

longer for which a duplicate has already been issued, the

Ticket Seller

may require the

applicant to attend a short interview meeting. The

Ticket Seller

may also request an

interview where a refund is required on a duplicate Season Ticket.

•

The purpose of the interview meeting is to validate the claim of any passenger

applying for a second or further duplicate Season Ticket, within one calendar year of a

previous application.

•

The interview meeting will be used to confirm the circumstances of the claim and

validate any supporting evidence (for example, in case of theft, a crime reference

number).

Process for arranging an interview meeting

The duplicate Season Ticket application must be made to the

Ticket Seller

who

originally sold the lost Season Ticket.

•

Where an interview meeting may be required, the passenger will be informed at the

time of application.

•

The interview meeting will take place at a time and place agreed between the

Ticket

Seller

and the applicant and will, subject to the applicant’s availability, be held within

one week of the duplicate Season Ticket request being made.

Conduct of the interview meeting

The interview meeting will take no more than 15 minutes in normal circumstances and will

require the applicant to confirm the circumstances of the loss. Where this is the result of a

theft, a crime reference number will be requested.

After the interview meeting

Within one working day of the interview meeting, the

Ticket Seller

will proceed with

the application unless it has grounds to believe that the claim is not valid.

In such cases the applicant will be informed of the decision within one working day and

receive a written response within one week of the decision. If the decision is subject to

the provision of further evidence or any other action, the applicant will be informed of

Page 34

this, stating as appropriate what further action is required.

The

Ticket Seller

will accept refund applications for train Tickets that were purchased

for the same journey whilst awaiting the issue of the duplicate Season Ticket. These

will be refunded without any additional administration charge.

INFORMATION:

The Rail Delivery Group (RDG) produces Approved

Codes of Practice for the information of the licensed train operators

providing passenger rail services in Great Britain. RDG is not a regulatory

body and compliance with Approved Codes of Practice is not mandatory.

February 2022