Do you run the trains?

No, we don't have anything to do with the operation of trains, or the upkeep of the railway infrastructure. Trains are operated by Train Operating Companies, who provide a service under contract to the Government. The railway infrastructure is maintained by Network Rail, a company owned by the Government. Most fares (and the rate at which fares can be increased) are set by the Government's Department for Transport.

I arrived at my destination delayed, how can I get a refund?

If you have used your tickets, and you arrived at your destination, you will not be entitled to a refund. However, provided that you arrived at your departure station on time, if you were then delayed or missed a connection you'll probably be entitled to Delay Repay Compensation from the train company that caused the delay. The amount you'll get varies according to the train company and the length of delay.

Delay Repay must be claimed directly from the first train operator which caused a material/meaningful delay.

How do I get a refund or make an amendment?

Refunds and amendments can be done by visiting our refunds page at refunds.realtimetickets.co.uk.

To amend a booking including Advance tickets, make a new booking before departure. You'll be asked to provide the new booking reference when refunding the original.

Why is my train replaced by a bus or diverted on the weekends?

Sometimes Network Rail need to close the track to maintain and improve it. Britain's railway network is the oldest and one of the biggest in the world, and it's showing its age! Regular maintenance is needed to make sure that trains can run safely, and to improve the service (for instance, to replace old diesel trains with electric ones, or to replace worn-out track, points or signalling cable.) Doing this on the weekend is inconvenient, but it is the most efficient way of doing it: simply doing the work overnight would mean that improvement work would take much longer, and also run the risk of overrunning and disrupting people going to work in the morning peak.

What Can't You Sell

We are unable to sell the following products:

• Season tickets
• Carnets
• Cycle reservations
• Sleeper cabins (we sell seated sleepers)
• Tickets in exchange for warrants
• Tickets including admission
• Privilege tickets for Railway Staff
• Rail station car parking
• Cycle storage at stations
• Rovers and Rangers