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Frequently Asked Questions

How to get cheap train tickets

Tip 1: Book early - up to 12 weeks ahead
Tip 2: Be flexible with your travel dates and times
Tip 3: Get 34% off with a Railcard
Tip 4: Travelling tomorrow? Book tonight - there may still be cheap train tickets available
Tip 5: Travelling to London? Get a Travelcard
Tip 6: Book online with travelsupermarket.com
Tip 7: Don't always assume Standard Class is cheaper than First Class
Tip 8: Mix and match your tickets
Tip 9: Consider using train services from competing operators
Tip 10: Don't forget the advantages of Off-Peak and Anytime tickets
Tip 10: Don't forget the advantages of Off-Peak and Anytime tickets

For more information on finding the cheapest train tickets, see our tips in full

How can I pay for my ticket?

You can make your payment using the following types of payment card:

  • Visa Credit, Visa Debit, Visa Electron
  • MasterCard Credit (not Debit)
  • Maestro
  • Solo
  • American Express

Unlike many other rail ticket booking websites, we don't charge a credit or debit card fee when you pay for your tickets.

Please note that all payment cards must have a UK registered billing address; at the moment, we are unable to process payments from non-UK-registered cards.

How do I amend my ticket?

Advance Tickets

Changes to the time or date of travel must be made before the departure of the first reserved train printed on your ticket. Changes to Advance tickets are not possible on-board the train. If you wish to amend a ticket after the departure of the first reserved train printed on your ticket, a new ticket must be purchased.

The origin, destination, railcard eligibility, train operator and route must remain the same.

You will also be liable to pay the difference between the price paid and the price of the new journey. If your new journey is cheaper than the original price paid, you will not be eligible for a refund of the difference. The Train Operating Companies apply an Advance amendment fee of £10 per ticket for changes made to your journey. There will also be a charge of £10 per booking (not per ticket) to offset the cost of administering refunds. If you would like to apply for a refund on your ticket please print and complete this form, then return it to: Travelsupermarket, PO BOX 3600, Stafford, ST16 9RE

Please note that train tickets bought from travelsupermarket.com must be returned to the above address for a refund. Customers should not apply for refunds at stations. In such cases, tickets have to be forwarded to TrainGenius.com offices and this can lead to significant delays. If your refund application is received after the expiry of your tickets, it will not be possible to process your refund.

To amend your journey, contact our dedicated customer service team. See the Contact Us section for further information.

Anytime Tickets

Anytime tickets are fully flexible, therefore there is no restriction on when you can travel. If you wish to amend the date of your single ticket (or outward travel date for a return ticket), the route of your ticket or downgrade from First Class to Standard Class, you will need to buy a new ticket and apply for a refund on your existing ticket. There will also be a £10 administration fee per booking for changes made to your journey.

Off-Peak Tickets

If you wish to amend the time of travel or class of your Off-Peak ticket, you can pay the difference between the price paid and the price of the new journey. If your new journey is cheaper than the original price paid, you will not be eligible for a refund of the difference.

There will also be a £10 administration fee per booking for changes made to your journey.

To amend your journey, contact our dedicated customer service team. See the Contact Us section for further information.

If you wish to make changes to the date or route of your ticket, you may need to buy a new ticket and apply for a refund on your existing ticket.

Can I cancel my ticket?

Requesting a refund is the same as cancelling your ticket and is the best option if you no longer wish to travel.

How do I apply for a refund for my ticket?

Anytime and Off-Peak train tickets may be eligible for a refund. If you decide not to use your ticket to make all or part of your intended journey, then you can apply for a refund by returning your unused ticket(s) within 28 days of the ticket expiry date and giving your booking reference number.

Ticket on Departure (ToD) tickets must be collected and returned with the refund application. Please ensure that the tickets are appropriately covered against loss in the post. Note that eligible refunds will take up to 28 days to be processed.

You will normally be required to pay a TrainGenius.com administration fee of £10 for the refund of part or all of your booking. Please note that refunds based on Advanced ticket amendments are charged differently - see above. The refund amount will normally take into account any use you have made of the ticket and in some circumstances, no refund will be paid. Please note we will only be in contact if your refund request is successful.

If you would like to apply for a refund on your ticket please print and complete this form, then return it to:

Travelsupermarket, PO BOX 3600, Stafford, ST16 9RE

Please note that train tickets bought from travelsupermarket.com must be returned to the above address for a refund. Customers should not apply for refunds at stations. In such cases, tickets have to be forwarded to TrainGenius.com offices and this can lead to significant delays. If your refund application is received after the expiry of your tickets, it will not be possible to process your refund.

Alternatively, you can contact our dedicated customer service team. See the Contact Us section for further information.

Advance tickets are non-refundable.

How can I receive my train tickets?

Your tickets will be delivered by the method you selected at purchase. Please see the timescales below for when to expect your tickets.

Ticket on Departure (ToD)

Please ensure that you have at least 15 minutes before your departure when making a booking for ToD tickets. It can take at least 15 minutes after the booking before your tickets can be collected from a ToD machine.

First Class Delivery

If you have placed your order before 2pm, your tickets should arrive within 5 clear working days.

Next Day Delivery

If ordered before 2pm on a working day, your tickets will be delivered by 1pm the next day (for most parts of the UK). If ordered after 2pm, your tickets will arrive within 2 days.

What should I do if I have not received my tickets?

Please allow enough time, as per the guidance above, for your tickets to arrive.

If your tickets have not been delivered by the expected date, please contact our customer service team. In any event, please contact us if your tickets have not arrived within 3 working days of departure.

How do I collect my tickets from a Ticket on Departure machine?

Collecting your tickets from a Ticket on Departure machine is easy - follow these 3 simple steps:

  • Insert your credit/debit card that was used to make the booking
  • Key in your unique ticket collection reference
  • Collect your ticket dispensed from the machine (NB: do not remove your tickets until the main screen informs you your transaction is complete)

What should I do if I do not receive my booking confirmation?

The primary confirmation of your booking is shown on the website immediately after a successful payment transaction. It confirms the booking reference, your journey information and your payment details.

For your convenience, we also email you a copy of the booking confirmation. Please allow 2 hours to receive your booking confirmation email. If you have not received it within this time, check the following:

Did you provide the correct email address? Log in to your account and check your personal details to see the email address we hold for you. If the email address is incorrect, please contact us

Occasionally, emails are blocked by SPAM filters. Please check your SPAM email inbox to ensure the booking confirmation is not in there. If it is, you should be able to select an option in your email to say this is not spam and allow emails from this sender

If you have still not received your email confirmation, please contact our customer service team.

How do I give feedback on the website?

If you have any feedback or comments, we'd love to hear from you.

Please email us at travelsupermarketfeedback@traingenius.com

How do I report a problem with the website?

If you experience difficulty using the TrainGenius.com pages on travelsupermarket.com, please let us know.

Before emailing us with technical issues, please take a moment to check the following:

  • Are you experiencing similar problems with other websites? If so, you may wish to discuss the issue with your technical support
  • Are there any issues with your Internet Provider? If so, you may wish to speak to them first

If neither of these is an issue and you are still experiencing technical difficulties, please let us know.

To assist us in dealing with the issue as promptly as possible, please provide the following information when reporting technical faults:

  • the operating system you're using (e.g. Windows XP, Windows Vista, Mac OS X 10.4)
  • the browser and version you're using to view the website (e.g. Internet Explorer 8.0, Firefox 3.5, Safari 4.0)
  • a screenshot so we can see the issue you are experiencing

Not sure which browser or which version you are using?

Click on the help button in the top navigation (sometimes appears as a blue circle with a question mark inside). The drop down menu will give you an "About" option - select this to see which browser and which version you are using.

Not sure how to take a screenshot?

When you are looking at the page that has the issue hold down the CTRL key (usually located bottom left of keyboard) and press PRINT SCRN (usually located above the number keypad). Open a new email (or a blank Word document); hold down the CTRL key and press V, this will paste the screenshot into the email (or the Word document).

To report technical faults, please email travelsupermarket@traingenius.com

Reservations

Like Train Operating Companies, TrainGenius.com depends upon the National Reservation System for its seat reservations. Though we do request any seat preferences that you specify, seat allocations are subject to availability and we cannot guarantee that your preferences can be met.

If you wish to amend your train tickets after booking, you will need to contact our customer service team.

What types of tickets are available?

TrainGenius.com online booking system will help you find the most appropriate ticket for your journey. For further information about the types of tickets available see Train tickets explained.

Is TrainGenius.com impartial?

TrainGenius.com is completely impartial, offering you the choice of all services provided by the UK's Train Operating Companies.

What's the difference between each train operator?

There are 26 different Train Operating Companies in the UK, which together provide train services across a fully-integrated national rail network.

Each company offers different services and on-board facilities; please see our Train Companies section for full details.

I'd like to know more...
Satisfied customers image your top 5 questions answered
Your top 5 questions answered
How do I find the cheapest train ticket?
What's the difference between the train operators?
Are you impartial?
How do I receive my train tickets?
How do I amend my booking or get a refund?
Why travelsupermarket for cheap train tickets?

travelsupermarket.com sells cheap train tickets for all UK train companies to all National Rail destinations, London Underground zones and nearly 300 PLUSBUS towns and cities.

Unlike many other rail ticket booking websites we do not charge a booking fee or a credit card fee. The ticket price is all you pay - there are no hidden extras.

Of course, we're completely impartial too and are dedicated to helping you find the best fare for your journey. On many routes you can save as much as 80% by buying from travelsupermarket.com, compared to buying at the station on the day of travel.