Whichever method you choose to get your ticket, youll need to have the ticket before boarding the train, coach or bus. Instead of paying for one big ticket from A to B, you pay less for a number of small ones. Our financial guarantee Atradius Crdit Insurance NV can be found at 44 avenue Georges Pompidou, 92300 Levallois Perret CEDEX, Our civil liability insurance MMA IARD can be found at 14 boulevard Marie et Alexandre Oyon, 72030 Le Mans. If youve booked a refundable ticket (youll get this info during our booking process), and you meet the operators terms for a self-service refund, well arrange one if you decide to follow the self-service process. Details such as passenger names may be used to issue your tickets, so make sure what youre providing is correct as we cant be held responsible for any spelling mistakes or dodgy typos that you make. Just to note when we capitalise Terms and Conditions its because were talking about ours, the ones youre reading right now, and when its lowercase that means were talking about ones separate to these, like terms and conditions of the operators or third-parties. You agree that the arbitration will be conducted by the American Arbitration Association (AAA), https://www.adr.org, or 1.800.778.7879. In most circumstances, you can request refunds and make changes to your booking online in your account. You must be able to show your Mobile Ticket on your device (your phone or tablet etc. We do not accept payment by cash or cheques in any currency. When you book a ticket with us, the operator's terms and conditions of operator will also apply to you (in addition to these Terms and Conditions). On weekdays, the discount is valid after morning peak times. The operators will not issue refunds on unused/unwanted Railcards or extend their validity period. Ticket refunds and changes 12 articles Train times, delays and disruptions 9 articles Onboard, seating and at the station 12 articles These conditions may include, but are not limited to, things like a minimum basket spend or travel within certain dates. STEP 1: Log-in to your Online Account. Download and show the eticket in your Apple Wallet if you are using an Apple Wallet enabled Apple device therell be a live link in the email we send you. If you buy your ticket using a credit or debit card thats linked to a bank account set up in a different currency, you may be charged a fee by your bank (for example, commissions). However, if you are unhappy with how we have dealt with your query, you can have recourse to mediation free of charge with a view to amicably resolving your query. Legal deadline for the right of withdrawal: For any subscription to the carte Libert, the carte Avantage or the Forfait subscription, the customer has a withdrawal period of fourteen (14) calendar days from the date of purchase. That includes situations where you deliberately allow someone else to use your account to make a booking. Call picked up by a real person YES. Note that the right of withdrawal also applies when the card or subscription has been purchased with a reduction. Fill out anonline form with as much detail as possible, so we can get your query to the right person and give you the best answer. If you need a refund on a Flexi Season Ticket, you must apply before the end of the 28-day validity period. Purchases of Railcards will be subject to the Terms and Conditions set out here including the general conditions of use set out in 8.3 and the specific terms that apply to each Railcard, as set out below in 8.4-8.10. This data can be used in legal proceedings, in the same way as any written document. Like with everything these days, youll need a password to create your account. Via our highly rated website and mobile app, people can . Each Promo Code must be redeemed in full and cannot be used in conjunction with any other Trainline offer. Carte Avantage, Libert and Forfait purchased remotely (Internet, telephone or post) or at a station at a Self-Service Terminal are eligible for the right of withdrawal. By using our booking service or making a booking with us, youre agreeing that. Full terms and conditions of the Railcard Contract for each Railcard are linked to from each of the separate Railcard sections below. If your new Season Ticket is cheaper, we will refund you the difference, based on the number of days of validity remaining on your original Season Ticket at the time of change. A minimum fare applies to all journeys Monday to Friday, excluding public holidays. Trainline charges a $43 change fee after train was canceled When Neale Gonsalves's train trip from Stockport, England, to London is canceled, he rebooks on another train. You can travel anytime on weekdays, weekends and public holidays. Calls from outside the UK may cost more. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authoritys website. trainline account change email London, England, United Kingdom. You can find our Paris office at 20 rue Saint-Georges. Like with everything these days, youll need a password to create your account. 0800 022 3720. In summary, when you refer an eligible friend to book a trip totalling at least 30 or $50 in the United States (both amounts excluding booking fees) on Trainline's app for the first time, both you and your friend will get a Promo Code or Amazon Gift Card depending on the country where you are based. You can contact AAA to find out more information on how to commence an arbitration proceeding. National Rail Enquiries. Contact National Rail Enquiries. We can replace paper or Oyster Season Tickets that are lost or stolen, provided theyre valid for one month or more, subject to a fee. You may be criminally prosecuted if you fraudulently apply for a Railcard, or fraudulently apply a Railcard discount. The most common thetrainline.com email format is [first]. As long as youre aged 25 at the time you bought the Railcard, you may still travel at the discounted fare throughout its one-year validity period. You can travel anytime on weekends and public holidays. Customers from the United States of America. You must give yourself enough time to collect your tickets before boarding the train, bus or coach. Trainline publishes the names of its . Are there any postcode restrictions for Next Day Delivery? Know any other ways to contact The Trainline? If you go for this option, just be aware that Facebook, Google or Apple will fill in your details automatically, so youll need to double check its been completed correctly. This minimum fare does not apply to: Click here to view the minimum fare. ERV is regulated and authorised by theBundesanstaltfrFinanzdienstleistungsaufsicht(BaFinwww.bafin.de) and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority with registration number 220041. Complete the steps: enter your name and new email address. VAT number: 791 7261 06. 27 Jan 2023. Download, print and complete the Season Ticket Refund Application Form and send it along with your physical season ticket to the address below: Card payments (Visa, Mastercard, American Express, Diners Club, Maestro), Card payments (Visa, Mastercard, American Express, Maestro), Card payments (Visa, Mastercard, Maestro, except for JPY, American Express), PayPal (except for NOK, JPY and DKK at this stage). For example, your bank may apply the current exchange rate to the refund, whether its gone up or down from the time you bought your ticket. Trainline was just an intermediary between Spanish rail operator Renfe and Shapiro. Call us on 01 73 44 07 86 to get help with existing bookings. You can cancel your existing booking and buy a new one." An arbitrator is able to award damages and other relief, including injunctive and declaratory relief or statutory damages. Copyright 2023 Trainline.com Limited and its affiliated companies. Cancelling/refunding your ticket for European coach journeys. 1. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, WE AND OUR AFFILIATES SHALL NOT BE LIABLE FOR DAMAGES, INJURY, CLAIM OR LIABILITY ARISING FROM OR RELATED TO YOUR USE OF, OR INABILITY TO USE, OUR SITE, OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON, OR OTHERWISE MADE AVAILABLE TO YOU THROUGH, OUR SITE, INCLUDING, BUT NOT LIMITED TO, DIRECT OR INDIRECT LOST PROFITS OR LOST BUSINESS DAMAGES, INDIRECT, INCIDENTAL, PUNITIVE AND CONSEQUENTIAL DAMAGES. Change your bookings in three easy steps: Sign in (or create an account by following the link in your confirmation email). You might be given the option to create an account using information from your Facebook, Google or Apple account. You must be aged 16 or over to use our booking service and if youre 16 or 17, youll need your parent or guardians permission. As well as paying for any difference in cost for your new ticket, we may charge you a fee to change, cancel or refund your ticket. Step 2 Click on Personal info in the left sidebar. You cant change Weekly Season Tickets or Flexi Season Tickets. Calls from within the UK cost 2p per minute plus your phone companys access charges (charges may be included as part of your phone package). When the discounted card or the Forfait subscription was purchased before 10/11/22, the right of withdrawal applies from 10/11/22 even if the start date of validity has not passed . It would also bereally handyto have your booking reference available to help us find your journey. Need assistance? In order to make use of the Railcard discount, you must buy the tickets before boarding the train. You must buy your discounted tickets at the same time, and you must travel together. Remember, when you pay for an Annual Season Ticket, youre getting 52 weeks of travel for the price of 40. All rights reserved. By participating in the scheme, you agree to the conditions set out in this section. We also offer support by email. Please go to "Manage my Railcard" on the website homepage to log in to your account. This means if your plans change, you can make multiple changes fee-free, but you must change the date/time by 18:00 the day before travel. The26-30Railcard has a minimum fare that applies between 04.30 and 10.00 Monday to Friday. To exercise their right of withdrawal, the customer will be invited to submit his request from 11/10/2022, by filling the form accessible here. Please note that where you have separately purchased a physical Railcard, use of such a Railcard would be subject to the terms of use provided to you on purchase. We are registered with the French Register of Travel Agents and Tour Operators, Atout France, under number IM078100022. This service is currently available between 08:00 and 22:00 UK time any day of the week. Calls from within the UK cost 2p per minute plus your phone companys access charges (charges may be included as part of your phone package). OUR SITE, AND ALL CONTENTS, PRODUCTS AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH OUR SITE ARE PROVIDED ON AN AS IS AND AS AVAILABLE BASIS. You must be aged between26and30years old to buy this Railcard. Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by negligence, or that of our employees, agents or sub-contractors (as applicable); or fraud or fraudulent misrepresentation by us or our employees. We aim to process your request and pay your refund within 5 days of receipt of your application. Click here to view details of the benefits of the 16-17 Saver and of the 16-17 Saver Contract. Department you're calling Customer Service. A Network Railcard gives you 1/3 off rail fares across the Network Railcard area. If you are interested in joining our partnership network, please click here. 540 talking about this. If your password has been stolen we recommend changing it as soon as possible. You can get off and reboard at any of the stations between your origin and destination station, which is known as breaking your journey. Finally, click on Personal details and update your address. But Trainline, his. Your SNCF Discount Card is personalised and not transferable and when you are travelling with a Discount Card an identity document may be required at the station or on the train. Before paying, you must accept our Terms and Conditions as well as the operators that youll be travelling with. Call us between 08:00 and 22:00 UK time any day of the week. . If you make an eligible purchase on our service using a Promo Code and subsequently obtain a refund: you will only be refunded the amount paid for the purchase (the Promo Code value will not be refunded). Call-back available NO. The Trainline does not provide customer service by email, but does provide it by phone. This section (as well as the rest of these Terms and Conditions) applies to self-managed Trainline for Business accounts which are available via Trainline.com. Click here for more details.. You can only claim once during any 12-month period. The examination of your query by the consumer mediator is subject to the conditions provided for in Article L. 612-2 of the French Consumer Code, among which you must have tried, beforehand, to resolve your query directly with us by means of a written complaint. Please see 8.2 and 8.11 for specific Railcard conditions. Changing your ticket for UK rail products. In exceptional cases youll be able to use your Railcard when buying tickets on the train or at your destination, see the National Rail Conditions of Travel (NRCoT) for details. Home. If not, you can use their contact details to claim directly with them. Registered address: 3rd floor, 120 Holborn, London EC1N 2TD. When Neale Gonsalves' train trip from Stockport, England, to London is canceled, he re-books on another train. Purchases of French Discount Cards will be subject to the Terms and Conditions set out here including the specific terms set out below in 8.11. If your password has been stolen we recommend changing it as soon as possible. This same method is applicable for Weekly, Monthly and Custom Season Tickets as well. We offer a Refer-a-Friend scheme, which is managed by our partner, Mention Me. The right of withdrawal is applicable from 11/10/2022 for Carte Avantage, Carte Libert and Forfait subscriptions under certain conditions. . For example, if you have an Annual Season Ticket between Southampton and London Terminals and want to travel to/from Salisbury, your Season Ticket covers your journey between London and Basingstoke, so youll only need a ticket between Basingstoke and Salisbury. 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Method you choose to get your ticket, you must buy your tickets. And new email address within 5 days of receipt of your application view the minimum.... Applies between 04.30 and 10.00 Monday to Friday pay for an Annual Season ticket, youre that! Travel anytime on weekdays, the discount is valid after morning peak times to collect your tickets before the... 44 07 86 to get your ticket, youll need to have ticket... When Neale Gonsalves & # x27 ; re calling Customer service any written.! Most circumstances, you agree that the right of withdrawal also applies when the or... To the conditions set out in this section operators will not issue refunds on Railcards! Booking online in your account to make a booking someone else to use your account Saver and of the discount. The operators that youll be travelling with Stockport, England, United Kingdom Mobile app, people can that... Way as any written document get help with existing bookings bookings in three easy steps: Sign in ( create!