Tickets FAQs

Frequently asked ticket questions.

Buying train tickets online

How it works

  1. Download the London Northwestern Railway tickets app
  2. Book your journey and select the m-ticket option. The ticket will be saved in the app under "My Tickets"
  3. Activate your ticket from within the app before going to the gate. Then scan your barcode to open the gates. If you are travelling from a station with no gates, just show your bar code to the barrier staff

Important information

  • If your smartphone is lost, broken or runs out of battery and you can’t present your ticket you’ll need to buy another one
  • Once you've bought an m-ticket, it cannot be exchanged or refunded
  • Make sure you activate your m-ticket on the day of travel from within the app
  • You may be asked to show the payment card used to buy the ticket, and a form of ID
  • You cannot buy an m-ticket on someone's behalf unless you are travelling with them, as they will require the phone and the card that was used to pay for the ticket
  • The mobile ticket has two parts, the first contains your details and the second contains the barcode to be scanned at the ticket barrier

NOTE:

Mobile tickets are not valid for travel on London Underground. Where a customer selects a journey including a London Underground travel element on our Booking Service, we will not offer Mobile tickets for that journey. In limited circumstances, certain Anytime and Off Peak Mobile tickets may allow customers to travel on alternative routes which may include London Underground elements, in addition to the route the customer selected when purchasing their Mobile ticket. In such circumstances, if a customer choses to travel on the alternative route involving London Underground travel (rather than the route selected at purchase) the customer will be required to purchase a separate ticket for the London Underground element of their journey.

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Online booking

You can change or refund your ticket by going to My Account

Remember, not all tickets can be changed or refunded. But don’t worry, we’ll let you know if this is the case in the Purchase History section of My Account.

Telephone booking

You can change or refund your ticket by calling us on 0333 311 0006

Remember, not all tickets can be changed or refunded. But don’t worry, we’ll let you know if this is the case when you contact us.

Station booking

You can hand in your ticket to the original purchase location and hand your unused ticket to a member of booking office staff. If your ticket qualifies for a refund they will ask you to complete a quick form and sign it. They’ll then process your refund.

Remember, not all tickets can be changed or refunded.

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Your booking confirmation email serves as your receipt.

Alternatively, you can log into your online account and download or print details of your booking.

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Firstly, please check your spam or junk folder. We do sometimes end up in these places.

Alternatively, click Login/Register and log in to see your booking details. You can print these if you need to.

If you really need the email then feel free to call us on 0333 311 0006 and we’ll be happy to send you another one.

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  • If you have chosen to have your tickets delivered by mail, please allow 7 working days from the booking date for delivery
  • If you have chosen to collect your tickets from a ticket vending machine, please insert the payment card used to make the booking and enter the collection reference, which can be found on your booking confirmation email or in My Account
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We will email your booking details to you. The email will confirm your journey, any seat reservations, passengers, total cost and details on how to get your ticket.

You can also manage your booking in My Account

Or see your bookings in our mobile app - you just have to download the app and sign into your Ticket Wallet.

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You can pick up your ticket(s) the easy way from one of the self-service ticket machines at key mainline stations or selected locations.

Collection is easy you only need to remember 2 things:

  • The credit / debit card that 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.

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Almost immediately, after you have purchased your mobile ticket will appear on the My Tickets page in our app.

Download ticket

You can then Download ticket to view the actual ticket on your device which includes an image of the barcode that will be scanned at the station. You can only download your Mobile Ticket to one device, so make sure you download it to whichever device you’re planning to take with you when you travel.

Activate ticket

You will need to activate your downloaded ticket before travelling, however this should only be done on the day of travel and once you are sure you will be travelling that day. Activating your ticket is irreversible, once it’s been activated it cannot be changed, refunded or moved so we recommend you only activate it just before boarding. Tickets should not be activated before 04.30 am on the day of travel, unless your train leaves before then.

Activating your ticket is very straight forward all you need to do is open your ticket in you app and you will see a button that says activate. All you need to do is click that button.

Move ticket

If you’ve already downloaded the ticket but now are travelling with a different device then you can move it. Open our app in the device you’d like to move your tickets to. Log in to your account and then download your tickets to your new device.

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Mobile Tickets and etickets aren’t valid for the London Underground so if you book a journey with us that travels through London on the tube, we won’t offer you this option. However, if your ticket says ‘any route permitted’, you’ll have the flexibility to travel to your destination on a different route to the one you originally chose when you booked.

Please bear in mind that if you’re travelling with a Mobile Ticket or eticket and decide to take a route that goes via a London Underground station, your Mobile Ticket or eticket won’t be valid for this part of the journey. You’ll need to buy a separate ticket for the London Underground, or use an Oyster Card or contactless payment option.

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Second Class post

You’ll get your tickets within two to three working days. We’ll only offer this delivery option to you if your journey’s more than seven days away, just to make sure there’s plenty of time.

If you’re due to catch your train in the next three days and you’ve not received the tickets, then call us on 0333 311 0006.

Next Day Delivery

If you booked before 15:00 on a weekday, you’ll get your tickets by 13:00 the next working day. If you booked after 15:00, you’ll have to wait two working days.

Tickets booked with Next Day Delivery at the weekend will reach you by Tuesday at 13:00. It’s also worth noting that these delivery timeframes may change if it’s a public or bank holiday.

Make sure someone’s in to sign for your tickets. It doesn’t have to be you specifically, but Royal Mail won’t hand over the tickets without a signature.

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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 over 1700 stations in the list below. The list of available stations is below:

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There are a number of reasons why your payment request may have been rejected. We suggest checking all of the following:

  • To ensure you are protected from unknown use of your card we employ a number of identity verification techniques. To ensure we are verifying the correct details please can you ensure the address your card issuer holds for your account matches the details we have for you.
  • Sometimes the obvious is overlooked; check that the card has not expired and that the card number was input correctly.
  • Check that the correct card type was selected and that it is a card type we accept (e.g. MasterCard, Visa etc).
  • Your payment request may have been declined by your card issuer.
  • In certain instances your card issuer may not permit your particular card to be used when you are not physically present. Unfortunately, this card type will not be accepted on ours or any internet site.
  • Many card issuers are now adopting Verified by Visa and MasterCard Securecode internet verification systems.
    • Your card issuer may be one of them. You may already be enrolled in the scheme, having previously registered. Please ensure you are entering the correct details when prompted.
    • Your card issuer may have stipulated that you enroll in the scheme before you can continue with the booking. In cases like this please follow the onscreen instructions.

If you are interested in finding out more about the Verified by Visa or MasterCard Securecode schemes please visit the following www.visaeurope.com or www.mastercard.com. If you have checked that you comply with all of the above suggestions and continue to experience difficulties with payments, we suggest contacting your card issuer.

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Click Buy Tickets and enter your journey details to plan your journey online.

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Our website clearly highlights the cheapest fare for your chosen journey. And if any tickets are limited in numbers, we will tell you. We also have a Best Fare Finder where we highlight the cheapest fares for your journey over a period of five days.

Click Buy Tickets and enter your journey details to check fares and buy tickets online.

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Yes, you can buy daily tickets using PayPal on our website and mobile app. Just select the PayPal payment method at checkout.

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If you experience any problems collecting your tickets at a station, please go to the booking office where a member of staff will be happy to help you.

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A number of options are available, including collect at station and postal delivery. When booking online, many tickets can be sent you by email or downloaded to our mobile app .

For postal deliveries to be available you must book at least five working days in advance.

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Yes. 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. You can then choose to have your tickets delivered to another address.

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Our website allows customers outside the UK to register with us and purchase tickets. We are unable to deliver overseas, however you will be given the option to collect tickets from the station, have them sent in an email, or download to our app - subject to ticket type and journey.

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Yes, a Season Ticket that includes ‘London Travelcard zones 1-6’ allows you to travel on the tube, bus, DLR, Overground, tram, and other trains in zones 1 to 6.

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Absolutely. When making a booking you can request that the tickets are sent to a different address. Remember that if you do purchase tickets for someone else and have them posted to them directly, the sales receipt will be included and will show the last four digits of the credit card as well as the purchase price.

If you are choosing a Collect at Station delivery option, remember that only the cardholder can collect the tickets.

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Yes, as long as they have access to a payment card and the 8 character reference shown on your email confirmation.

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We accept all major UK credit/debit cards registered to UK addresses and non UK addresses.

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We accept Visa, MasterCard, Diners and American Express. And we also accept PayPal.

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Tickets

Please check if the type of ticket you have purchased is refundable (for example, Advance Single tickets are typically non-refundable).

If your e-Ticket is refundable - or you are seeking to change your ticket - please contact the issuer of your e-Ticket.

If this was at a station, please contact the station direction; if this was online please contact the retailer using the details shown on your booking confirmation email.

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Day Travelcard (peak)

Can be used all day Monday to Friday, on the day of validity and for any journey that starts before 04.30 the following day. On public holidays it is cheaper to buy an

Off–Peak Day Travelcard.

Day Travelcard (off-peak) Can be used from 09.30 Monday to Friday, all day Saturday, Sunday and public holidays, on the day of validity and for any journey that starts before 04.30 the following day.

For further information please visit www.tfl.gov.uk.

Please be aware that the times given above for both off-peak and super off-peak tickets are intended as a guideline only and we would recommend that you check the specific restrictions that apply to your ticket.

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Whether you are permitted to break your journey depends on the ticket type. In general more flexible tickets such as an 'Anytime' ticket will allow a break of journey, whereas the less flexible tickets will not.

The Terms and Conditions of each ticket type can be viewed when making a booking.

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etickets are a great way to make train travel more convenient. With no need to queue for tickets at the station, you're free to head straight for your train! When booking select 'eticket' as your delivery option.

Once purchased we will immediately email your tickets as PDF files attached to the ticket email (we will send one email per journey booked). You can simply open the PDF attachment on your phone to show as needed when travelling (we recommend that you save the ticket to your device before departure).

If you are buying a ticket for someone else then you can send the ticket to them by email. If you prefer to print the ticket you can do that instead of, or as well as, using it electronically. For the best experience you can also keep the tickets close to hand in our mobile app (at which point they will be the same as any other Mobile Tickets in the app).

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An e-ticket is a new type of electronic ticket that we send to you as a PDF file. You can choose to it print yourself or use it on your mobile device.

With no need to queue for tickets at the station, you're free to head straight for your train!

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  • When booking from our website or mobile app select 'e-ticket' as your delivery option
  • Once purchased we will immediately email your tickets as PDF files attached to the ticket email (we will send one email per journey booked)
  • You can simply open the PDF attachment on your phone to show as needed when travelling (we recommend that you save the ticket to your device before departure)
  • If you are buying a ticket for someone else then you can send the ticket to them by email
  • If you prefer to print the ticket you can do that instead of, or as well as, using it electronically
  • For the best experience you can also keep the tickets close to hand in our mobile app (at which point they will be the same as any other Mobile Tickets in the app)
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You'll receive an email with your e-ticket as a PDF. You can print this at home or use on a mobile device. You cannot collect an e-ticket from a station.

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You'll receive an email with your e-ticket as a PDF. You can print this at home to bring with you on your journey, or use on a mobile device.

When required, you can either show the PDF tickets on your phone or show a printed copy (or both if you prefer). If you are an iOS or Android user, we would recommend that you use our app as a ticket wallet for your e-tickets - this will keep them safe and easily accessible when you need them.

If you have booked a return trip, there will be two tickets attached to your e-ticket email, they will be labelled as either OUT or RTN to help you identify which ticket applies to which direction of travel.

If you have booked for multiple passengers then you will see that the tickets are distinguished as Adult or Child and the type of railcard used if applicable.

Some station barriers will have a scanner, simply present the barcode to the scanner and you will be allowed through the gate.

If you encounter a gate that does not have a scanner, just show your e-ticket to a member of staff at the barrier.

You may also be asked to present your ticket on-board the train. Again simply show the ticket on your phone, or a printed copy. The guard may use a scanner to scan the barcode on the ticket.

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It’s your responsibility to make sure that you can present the ticket you purchased at the ticket gate and when asked by a member of rail staff. If you can’t – for whatever reason – then you will need to buy a new ticket in order to travel.

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You can buy Advance tickets on our website up to 12 weeks in advance of travel.

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  • Advance tickets offer great value but are sold subject to availability and carry restrictions in terms of which dates and trains you must travel on
  • They usually go on sale 6-12 weeks ahead of travel depending on the season. They can sell out quickly so the further ahead you book and the more flexible you can be, the bigger the savings you can make and the less likely you are to be disappointed
  • Our Standard and First Class Advance tickets are sold only as single fares, allowing you to purchase the best deal on each stage of your journey, e.g. by buying a Standard Advance for the outward stage of your journey and a First Advance for the return
  • There is a cut-off time for buying Advance tickets of 6pm the night before you want to travel. This is an industry-wide specification
  • Advance tickets are not refundable

Find out more about Advance tickets

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Yes, you’ll need a valid ticket (or permit to travel) to travel on our trains. If you travel on a train without a ticket, you’ll be asked to pay the full single or return fare and may be given a penalty fare .

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We sell tickets for rail journeys throughout Great Britain, check out our Tickets & Fares pages to find out more.

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Online

Its often cheaper and more convenient to buy tickets online. Just click Buy Tickets and enter your journey details.

Mobile app

You can also buy tickets through our free mobile app for Android and iOS.

At stations

If you go to one our stations you can buy for travel on the day through a ticket vending machine. We also sell our full range of tickets at our ticket offices.

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As soon as you turn 16, you must buy an adult ticket.

Up to two children under 5 can travel with any adult free of charge if they have a valid ticket. Child fares are available for those aged between 5 and 15 years old. Anyone travelling on a child fare may be asked for proof of age by our inspectors.

Don’t forget that a 16-25 Railcard can mean great savings on journeys after 10am generally, for those aged 16-25 or in full time education.

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You can use Oyster Season Tickets or Oyster/Contactless “Pay As You Go” (PAYG) on our trains between London Euston and Watford Junction, including intermediate stations.

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Railcards are a great way get discounted rail travel throughout Great Britain - saving you at least a third on the standard fare. Just choose the one that suits you best.

You can buy Railcards from any of our ticket offices or online at www.railcard.co.uk

Find out more about Railcards and discounts

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  • If you're a group of three to nine adults, travelling together Off-Peak, you often benefit from discounts on certain routes using the GroupSave discount. Buy tickets at the station or online - just select GroupSave from the list of Railcards
  • For larger groups of ten or more, discounts are available when you book at least ten days in advance. To make a Group Travel booking or enquiry, please contact Customer Services on 0333 311 0006 (lines are open Monday to Friday 09:00 - 18:00)

Find out more about group discounts

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We don't offer seat reservations on any of our services. If part of your journey is with another train company who do offer seat reservations, we can arrange them for you (subject to availability), when you buy your ticket online, through our app or at one of our ticket offices.

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Yes, if you have an ENCTS pass issued to you by Centro for travel within the West Midlands boundary, or if you have been issued with a Freedom Pass for travel within London.

Centro-issued ENCTS pass holders can travel free on our services within the West Midlands after 09:30 on weekdays or at any time on weekends and public holidays.

Freedom Pass holders can travel free on our services between London Euston and Harrow & Wealdstone, including intermediate stations

You can travel free at all times on most Transport for London (TfL) services.

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If your ticket is faded or damaged, or doesn't work in automatic ticket barriers, you can return it to any of our ticket offices where we will replace it free of charge. Or, if you bought your ticket with us online, call us on 0333 311 0006.

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The National Rail Conditions of Carriage have recently been updated and are now called the National Rail Conditions of Travel. This document forms the basis of the contract between us and you.

Read the National Rail Conditions of Travel here

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Your Railcard must be carried on each journey for which it has been used to purchase a discounted ticket. If you forget your Railcard, you will be liable (as now) to buy a new ticket or a Penalty Fare.

However, if it is the first occasion in a 12 month period on which this has happened you should contact our Customer Relations team . Include a copy of your original ticket, your Railcard (which must have been valid at the time of travel) and the new ticket you purchased.

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If the station has a ticket office, then return your ticket immediately and we will be able refund this ticket and issue the correct one. Alternatively you can purchase the correct ticket and submit the incorrectly purchased ticket for a refund online or at another of our ticket offices.

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Group bookings

  • If you're a group of three to nine adults, travelling together Off-Peak, you often benefit from discounts on certain routes using the GroupSave discount. Buy tickets at the station or online - just select GroupSave from the list of Railcards
  • For larger groups of ten or more, discounts are available when you book at least ten days in advance. To make a Group Travel booking or enquiry, please contact Customer Services on 0333 311 0006 (lines are open Monday to Friday 09:00 - 18:00)

Find out more about group discounts

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Online account

You can register for an account by clicking Login/Register

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You can log into your account during your ticket purchase.

To view your account details, change your personal information, password or email preferences, click Login/Register and log in with your email address and password.

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Click Login/Register and follow the instructions for Forgotten Password. We’ll send you a new password which we ask you change in My Account immediately afterwards.

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In order to change your email address for your account, you'll need to send an email to [email protected] with the following information:

Your registered email address

Your new email address

The 12-digit transaction ID of your latest booking.

Once you’ve sent the email, our online customer relations team will process your request and update your account information accordingly.

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You can manage your account by clicking Login/Register and logging in with your email address and password.

You’ll be able to change your personal information and password, and update your marketing preferences. You can also see your purchase history for the previous six months, as well refund and change eligible tickets.

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