Question 1

Can I buy a ticket for someone else?

Accepted Answer

Train tickets (except for Print Your Own tickets, and e-tickets bought before February 14th 2020) can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.When you are making a booking you can request that the tickets are sent to a different address.If you do purchase tickets for someone else please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the credit card as well as the purchase price.For Self Service Collection please remember that the credit/debit card used to make booking is required along with the Ticket Collection reference provided when the booking was made.For Print Your Own tickets, you will need to enter the names of the travellers when making a booking and they will need to provide ID alongside these when asked.

Question 2

Can I have my tickets delivered to a different address?

Accepted Answer

No. When you book you will be asked for your billing address (this is the address to which your card is registered and your statements are delivered). You must complete this field. Currently this is the only address to which you can have tickets sent.Your delivery address must be the same as your billing address, making sure you include the correct postcode. Note: You cannot change the delivery address once the booking has been confirmed.

Question 3

How quickly after making a booking can I collect my Self Service Tickets?

Accepted Answer

The tickets will be ready for collection at the station within two hours of purchase. Please remember to take with you the credit/debit card used to make the booking and a note of the Ticket Collection Reference code.

Question 4

Can I collect my tickets from any Self Service Ticket Machine?

Accepted Answer

You can collect your ticket from any self-service ticket machine that is listed on our website. Not all self-service ticket machines are linked to the national network for collection of pre-purchased tickets. These machines are terminals for buying tickets on the go.Please carry the debit/credit card that was used to purchase the ticket along with your ticket Collection Reference.

Question 5

How do I collect my tickets from a Self Service Ticket Machine?

Accepted Answer

Tickets are ready for collection within two hours of ordering. Collection is easy you only need to remember 2 things:

The credit / debit card was used to make the booking.
The Ticket Collection Reference given to you when the booking was made.

When at the Self Service Ticket Machine:

Insert the credit / debit card used to make the booking.
Key in your unique Ticket Collection Reference. Your ticket(s) will then be dispensed.
Do not remove tickets from the machine until all tickets have been issued and the main screen informs you that the transaction is complete.

Please note: If you have made a booking on behalf of other travellers the booking confirmation email will be sent to the email address displayed on the delivery details page.

Question 6

What should I do if I have not received my booking confirmation?

Accepted Answer

Within 1 hour of making a booking you should receive a confirmation email. If you haven't received this email then please first check that the email address we have stored is correct by logging into My Account and clicking on Update Personal Details.We occasionally receive notification that genuine emails we have sent to our customers have been incorrectly marked as spam or junk, so be sure to check your Spam/Junk folder.To ensure that you are able to receive all emails we send, please make sure that our address is listed as a safe sender and not in a blocked mail list.Confirmations are not essential for travel as the same booking information can be found online by logging into My Account and clicking on Check your order status.

Question 7

What ticket delivery options are available?

Accepted Answer

You can choose from a number of delivery options, these are:E-ticket (no fee) – Will be downloaded directly to your mobile device via the Grand Central app. These will be stored in the app and will display a barcode for scanning upon selection, which will be validated by on-board ticket inspectors or ticket gates. Customers booking after February 14th will also be able to download their ticket as a PDF.Self Service Ticket Machine (no fee) - Will be ready for collection 1 hour after ordering.Print Your Own (no fee) - On selected journeys we offer you the option to print your own tickets. Please note that you will need to print your tickets before travelling and carry the form of identification selected during the booking process with you when you travel.1st Class Post (no fee) - Tickets ordered before 3pm will be dispatched the same day. To ensure you receive your ticket in time we only offer post as an option where travel is at least 7 days after the booking date.Next Day Delivery (£6) - Tickets ordered before 3pm will be delivered by 1pm the next working day. (Monday to Friday excluding Bank holidays). Orders placed on Saturday or Sunday are fulfilled on Monday and delivered on Tuesday.

Question 8

Where can I find my Ticket Collection Reference?

Accepted Answer

When you buy Self Service Tickets online you will be given a Ticket Reference which you need when collecting your tickets. This reference is displayed:In the booking confirmation email we send you.By logging into My Account and clicking on Bookings.Note: The credit/debit card used to make the booking is required when collecting the ticket at the station.

Question 9

How do I know if a railcard discount has been included in the fare?

Accepted Answer

On our site you can now buy multiple tickets using any number of Railcards. Any ticket costs we display are with all Railcard discount already included, and our system will calculate the lowest fare using the Railcards provided.Please note that each passenger with a Railcard discounted ticket must take the Railcard with them when travelling.

Question 10

Can I pay for a ticket for someone else if I am not travelling?

Accepted Answer

Yes, but the payment card and the booking reference must be brought along with you to collect tickets from a self-service ticket machine.If you're opting for Print At Home tickets, you will need to provide the names of the passengers travelling, and they will need to provide a valid form of ID alongside their tickets.

Question 11

What should I do if there is a problem collecting my tickets from a Self Service Ticket Machine?

Accepted Answer

As part of the agreement to provide Self Service tickets the station is responsible to assist with the collection if a customer is unable to collect their tickets from a machine. We recommend speaking to a member of station staff in this situation, or if one is unavailable, using a Call for Help point.

Question 12

What if no one was in to sign for the special delivery tickets?

Accepted Answer

We use Royal Mail to provide our next-day delivery service for us. If no one is available to sign for your tickets when they try to deliver, they will leave a card for you with details of the package.You can contact Royal Mail to arrange a re-delivery, or for the tickets to be delivered to your local Post Office. Please visit the Royal Mail website for more details.

Question 13

Do I get a receipt for the tickets I purchased?

Accepted Answer

If you receive your tickets by post, you will receive a receipt with the tickets.If you are collecting ticket from a fast ticket machine, a receipt will be printed at the same time.You will receive your booking confirmation with transaction details via email when you buy Print at Home or e-tickets.

Question 14

Which stations offer self-service ticket collection?

Accepted Answer

You don't need to pick up your tickets from the station you selected when making a booking, you can collect from any enabled machine. When booking your tickets on our website you will be shown a drop-down list of all available self-service ticket machines.

Question 15

Can I change the delivery method of a booking?

Accepted Answer

It is not possible to change the delivery address after the booking has been confirmed.

Question 16

Can you post tickets internationally?

Accepted Answer

We are not currently able to post physical tickets internationally.We advise customers who are booking outside the UK to fulfil to e-ticket or to collect their tickets at the station.

Question 17

Can I show a Print at Home ticket on my phone?

Accepted Answer

No. Print at Home tickets are designed to be printed onto A4 paper and must be provided as such. As a result they are not formatted for display on mobile screens.If you have purchased an e-ticket after February 14th 2020, you will receive a PDF file which can be displayed on your phone; we recommend this option if you are unable to use the Grand Central app.

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