Rail Saver - Ticket Amendments and Cancellations

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Ticket Amendment / Cancellation

To cancel or amend a train ticket that was purchased via our web site or call centre please complete the email form below. If you purchased your ticket directly from the train operator, another website or at a train station please click here to view a list of contact details of the train operating companies.

Online Ticket Cancellation / Amendment Request Email Form

All Fields marked (*) are required

Request Type*:

Email Address:*

FirstName:*

LastName:*

Street 1:*

Street 2:*

City:*

Post Code:*

Phone:*

Mobile:

Ticket Booking Reference:*

NewTicket Reference:

Your Comments / Notes:

Form Help / Definitions

To help ensure you complete the ticket cancellation / amended email request form correctly please note the following:-

All fields marked with a * are required to be completed.
The information you provide must be the same as what you provided when purchasing your ticket.
The street address you provide must be the address you provided when booking your train tickets and to where we would have posted your tickets if they were not 'ticket on depature'.
At least one of the phone numbers you provide must be the phone number you provided when booking your ticket. The second phone number you provide now should be an alternative phone number on which we may contact you if needed.
The Ticket Booking Reference number is the eight digit/letter booking reference that we would have emailed you if you booked online or that the call centre would have told you if you booked by phone. This number is very important as without it we are not able to process your request.
The New Ticket Reference number is that of the booking reference number of your new (amended) ticket you would need to have purchased only if you are amending (re-booking) an exisitng ticket.
The Comments / Notes section is where you should type in any additional information that may help process your cancellation / amendment request.

You may still need to perform additional tasks as detailed in the relevant sections below.

For information on how to book a train ticket, request an amendment or cancelation of an existing ticket by phone you may telephone us on 0906 2000 500* between 7:00am - 8.00pm Mon-Fri and 8:00am -8:00pm Sat-Sun.

* Please Note: Calls cost you £1.02/min from BT UK landlines, other networks and mobiles may vary, if you call this number outside of the hours listed above, you may still be charged.

Please note that where you are requesting a change or cancellation that is not due to our breach of the National Conditions of Carriage terms or our negligence, you will be charged a ticket cancellation/refund administration fee of £10 and that we, nor the company who issues your train ticket, are obliged to change, cancel, replace or refund a ticket where reason to believe that any such change or cancellation is being done so fraudulently and that refunds and alterations are subject to the terms and conditions publsihed below.

Terms & Conditions

Transworld Leisure Limited t/a www.railsaver.co.uk is a promoter of UK rail tickets, it does not set the terms and conditions of the various ticket types. It is the individual train operating companies (TOCs) that do that and RailSaver.co.uk passes these on to you, the customer. Please note you ( the customer ) are bound by the terms and conditions of the tickets you purchase. RailSaver.co.uk also has a number of requirements which you must agree to before buying a ticket.

All bookings made through via this web site are subject to any specific restrictions that vary by ticket type and the National Conditions of Carriage.

National Conditions of Carriage

The National Rail Conditions of Carriage set out the minimum level of service you are entitled to expect plus your rights and responsibilities when travelling on the National Rail network. You can view these in total by clicking on this link.

Ticket On Departure

If you select a departure point where ticket on departure machines are available, RailSaver.co.uk encourages you purchase your tickets on this basis. Picking up your tickets just before you travel is very convenient. However, there are several conditions you must abide by.

1. You must use the same card to pick up your tickets that you used to buy them. You are given a "ticket collection reference" when you buy your tickets and you need to type that into the ticket delivery machines at your departure station but you also have to insert the card used to buy the tickets into the machine. The machine will not deliver the tickets without the card so it is your responsibility to have the card used for booking in your possession when you pick up your tickets.

2. You must make sure you arrive in enough time to collect your tickets, we recommend at least 20 minutes before departure. You cannot travel with just a ticket collection reference, you must have your tickets to travel.

3. If you are travelling early the next morning after making your booking, you must check the opening times and accessibility of the ticket collection machines. Sometimes these are only available in ticket offices which open later than the station itself.

4. In the event the ticket collection machines are not working, you should go to the ticket office. In the event there is no one at the ticket office, please phone the contact number on your ticket confirmation email and you will be advised what to do. Some ticket collection machines are located in unmanned stations but they will have a contact number on them if the machine breaks down. If it is not possible to get your tickets, there is a good chance you will be charged again on the train. RailSaver.co.uk will refund this as long as you can demonstrate you have arrived in time, gone to the ticket office if available and contacted our call centre. If you have a camera in your mobile, it will be very useful if you can take a picture of a closed ticket office, i.e there was no one there to assist you.

Tickets

Where ticket on departure collection machines are not available, we will send your tickets by First Class post to UK addresses only. It is your responsibility to ensure the delivery address you enter is correct.

Your tickets can take up to 5 days to arrive but, if they have not arrived by 5 days since you made the booking, it is your responsibility to contact us to advise us. We will not replace tickets if you leave it until just before you travel to advise us that your tickets have not arrived. If there is a problem with the post, the tickets will not arrive by 5 days after purchase so it is then you must contact us.

Cancellations

Whether tickets can be cancelled and refunded is determined by the fare type and these are decided by the Train Operating Company offering the fare. We strongly recommend you check these to make sure you are buying a ticket that suits your requirements.

The “ticket terms and conditions” will also be sent to you in the confirmation email or you can print them off the confirmation screen after you have made a booking.

If you want to cancel your booking, please first check whether your ticket is refundable.

If it is refunable, please complete the refund request form above. We will process the cancellation and refund you as soon as possible but please note there is a £10 admin charge. It takes up to 4 weeks to return the money to your credit/debit card.

If there have been train cancellations and you have not been able to travel, please check the National Conditions of Carriage which will explain your rights.

All bookings made through www.railsaver.co.uk are subject to the National Conditions of Carriage (as updated from time to time) which we strongly recommend that you read. You may click here to view the most recent edition of these conditions.

If you have any other questions, please complete the online contact form above. We will respond to you as soon as possible.

Amendments

If you want to amend your journey, please check whether your ticket is amendable in the "Ticket Terms & Conditions" which will be in your ticket confirmation email and when it has to be amended by. Please note you can only amend dates and times NOT the departure point or destination or Train Operator.

If it is amendable, please rebook online with your new dates/times and then complete the online amendment form above lisitng your new 8 digit/letter Ticket (Collection) Reference and the original Ticket (Collection) Reference number that you no longer require which we will then refund.

If your booking is TOD, instead of rebooking online you can alternatively go to any station which offers ticket on departure (TOD) to amend your journey. We recommend you collect your tickets from a self service machine before you go to the ticket window at the station.

If you are departing from a non ticket on departure (TOD) departure point and you have received your tickets in the post, you will only be able to rebook online if it is more than 5 days before your new departure date. If it is inside 5 days, you can go (with your tickets) to any station and get them to amend your journey.

If you have already collected your tickets or they have been posted to you and you rebook online, you must post your original tickets back with a covering note detailing your name, address and a contact telephone number to us at: RailSaver Refunds, c/o Journeycall, Brumac Centre, The Business Park, Laurencekirk, Aberdeenshire AB30 1AJ. We must have received these tickets back before we can refund you.

If you need to change your departure point or destination, you will have to cancel your booking by following the procedure detailed above and book a new ticket.

We will charge a £10 admin fee for refunding your original booking but please note that at a station you will be charged £10 per passenger per journey plus any increase in ticket cost.

For information on how to book a train ticket, request an amendment or cancelation of an existing ticket by phone please telephone 0845 834 1022 (local rate - calls cost 4p per minute from a BT landline).

This web portal and all content is owned, copyright of and operated by Transworld Leisure Limited an international company incorporated in the Republic of Vanuatu whose registered and business address is 2nd Floor Windsor House, Lini Highway, Port Vila, Vanuatu.

The train ticket booking engine used on this web site is the copyright of Ferries Trains Planes Limited (t/a RailEasy) situated at 10 Station Parade, High Street, Wanstead, London, E11 1QF, United Kingdom and is used under license from them by Transworld Leisure Limited.

As an independant booking agent Transworld Leisure Limited endeavor but cannot always guarantee to offer the full range of fares available for the services offered by the rail opererating company on which you wish to travel. Please also note that the terms and conditions for booking through this site may differ from the rail operators own conditions of carriage.

The rail company logo(s) used on this web site are used herein only to reflect the product being promoted and for no other purpose whatsoever. Whether registered trademarks or not the associated rights to them are hereby acknowledged.

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