UK Trains FAQ

Please visit our train tickets page.

You don't need to pick up your tickets from the station you selected when making a booking - you can collect from an enabled machine at any one of a 1000 stations across the UK. Visit this page to view a list of stations with enabled machines

Things to remember when collecting tickets:

You will need your Collection Reference Number*

The payment card used to buy the ticket (unless stated otherwise)

You should note any special collection instructions given during the booking process (for example the station opening hours)

Allow sufficient time to collect your tickets before boarding the train.

If there is an issue with the ticket machine:

If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance.

If there is an issue with payment card:

If the payment card used to make the booking cannot be used to collect a ticket because it has been replaced (e.g. lost, expired, cancelled), then please contact customer support. Please click here for contact number details.

Unfortunately, there is nothing that can be done if a booking was made on someone else's payment card but you don't have it for ticket collection. You will need to buy a new ticket for the journey.

*The Collection Reference Number is 8 digits long and contains a mixture of letters and numbers, for example 'XZ47B89P'(this is not to be confused with your Booking Reference which is a 9 digit number, for example '123456789').

Off-Peak Single - you can travel on any off-peak train on the date shown on the ticket.

Off-Peak Return - you can travel on any off-peak train. For the outward journey this must be on the date shown on the ticket and for the return journey within one calendar month.

Off-Peak Day Single/Off-Peak Day Return - the outward and return journey must be made on the same date as shown on the ticket but on any off-peak train.icket.

Super Off-Peak tickets - for the quietest times of day. They offer the same type of flexibility as Off-Peak tickets but have further restrictions to travelling at only Super Off-Peak times.

Anytime tickets - fully flexible with no time restrictions.

Advance tickets - must be used on the date, time and train specified on the ticket

The options available for cancelling or changing tickets depend on the type of tickets you've chosen.

Advance Tickets

Travelling at a different time: You can change the date or time of your tickets by logging into your account

Travelling on a different route: Advance tickets are only valid on the train you chose when you booked. If you want to travel on a different route, new tickets will need to be purchased.

No longer travelling: Advance tickets are non-refundable.

Off-Peak

Travelling at a different time: You can travel on any Off-Peak train on the date shown on your ticket (return within 1 month for Off-Peak Return tickets). If you want to travel at a Peak time or on a different day, you can cancel your tickets online here and buy new ones. Please note there is a £10 charge for cancelling a booking.

Travelling on a different route: Off-Peak tickets are refundable. To change tickets for a different route, you can cancel your tickets online here, and then buy new ones for the new route. Please note there is a £10 charge for cancelling a booking.

No longer travelling: Off-Peak tickets are refundable. You can apply for a refund up to 28 days from the expiry date of the ticket. Please note that there is a £10 charge for cancelling a booking.

Super Off-Peak

Travelling at a different time: You can travel on any Super Off-Peak train on the date shown on your ticket (return within 1 month for Super Off-Peak Return tickets). If you want to travel at a Peak time or on a different day, you can cancel your tickets online here and buy new ones. Please note there is a £10 charge for cancelling a booking.

Travelling on a different route: Super Off-Peak tickets are refundable. To change tickets for a different route, you can cancel your tickets online here, and then buy new ones for the new route. Please note there is a £10 charge for cancelling a booking.

No longer travelling: Super Off-Peak tickets are refundable. You can apply for a refund up to 28 days from the expiry date of the ticket. Please note that there is a £10 charge for cancelling a booking.

Anytime Tickets

Travelling at a different time: Anytime Single - you can travel at any time on the date shown on the ticket, or on the following day. Anytime Return - you can travel outbound at any time on the date shown on the ticket, or within the next 4 days. You can return within one month. Anytime Day Single/Anytime Day Return - you can travel on any train on the date shown on the ticket.

If you want to change your travel date, you can cancel your tickets online here and buy new ones. Please note there is a £10 charge for cancelling a booking.

Travelling on a different route: Anytime tickets are refundable. To change tickets for a different route you can cancel your tickets online here, and then buy new ones for the new route. Please note there is a £10 charge for cancelling a booking.

No longer travelling: Anytime tickets are refundable. You can apply for a refund up to 28 days from the expiry date of the ticket. Please note that there is a £10 charge for cancelling a booking.

When you've completed your ticket purchase you will be sent two emails.

The first email is a booking confirmation and will arrive immediately after your transaction is complete. It is not your ticket and will NOT be accepted as a valid ticket.

The second email will arrive around two hours after booking and will contain a link which will allow you to download and print. Open this email from a computer you wish to print from. Select the link in the email and then select print.

If you lose your email you can view it again by visiting your account.

Delivery options available are based on how far in advance you book.

Self-service ticket machine (free): will be ready for collection at the station 2 hours after ordering online.

First Class post (free): 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. We encourage customers where possible to choose self-service machines as their delivery option.

Print Your Own (free): You will receive an email with a link to your Print Your Own ticket. You will need to print this out from a printer; the station staff are unable to print these tickets for you. Please note these tickets are not changeable or refundable.

Next Day Delivery (£7.50): 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 & delivered on Tuesday.

The rail support team are available 7 days a week, from 8am until 10pm on 0871 244 1545 (Please note that calls to this number cost 10p per minute from a BT landline. Calls from other operators and from outside the UK may cost more.)

Please note, neither Directrail.com nor Direct Ferries Ltd are responsible for the UK rail ticket service and therefore we unfortunately cannot answer questions or make changes to UK rail ticket bookings. This service is provided by thetrainline.com and any queries should be directed to them by using the contact details above.