Train times & tickets

 

Your rights and responsibilities when travelling on the National Rail network.

National Rail Conditions of Travel

Introduction

When you buy a ticket to travel on the railway network you enter into an agreement with the Train Companies. That agreement gives you the right to make the journey, or journeys, between the stations or within the zones shown on the ticket you have bought. These National Rail Conditions of Travel are also part of that agreement and they apply to all domestic (non-international) journeys by scheduled passenger train services of the Train Companies on the railway network of Great Britain.

Your Rights

Whilst these National Rail Conditions of Travel set out your rights and any restrictions of those rights, the Train Companies may give you more extensive rights than those set out here. However they may not give you less, unless a Condition specifically allows for this, such as in the case of some types of reduced and discounted fare tickets eg. Advance Tickets. The National Rail Conditions of Travel therefore set out the minimum level of service you are entitled to expect.

A Train Company's ticket office staff will give advice about tickets, and any restrictions concerning their use, on an impartial basis unless the point of sale is dedicated to the sale of one Train Company's tickets.

 

 

 

The current National Rail Conditions of Travel is available to read or download here (PDF) (valid from 11 March 2018)

 

 

 

A large print edition of the current National Rail Conditions of Travel is available to read or downloaded here (PDF)

An audio version of the current National Rail Conditions of Travel will be available to stream or download for offline playback here (Coming soon)

The previous edition of the National Rail Conditions of Travel are valid for tickets purchased between 1 October 2016 and 10 March 2018 and can be found at the links below

Please note: This version was valid from Saturday 1 October 2016  Saturday 10 March 2018 inclusive, and replaced the previous National Rail Conditions of Carriage. Any reference to the National Rail Conditions of Carriage on websites, Tickets, publications etc refers to the terms and conditions set out in the current National Rail Conditions of Travel. These conditions apply in addition to your statutory rights.
Reference is made in the National Rail Conditions of Travel to a Code of Practice for meetings arranged in connection with duplicate Season Tickets. A copy of this can be found here.

© Copyright Rail Settlement Plan Limited. Issue March 2018.

Previous version of the National Rail Conditions of Carriage

The previous version of the National Rail Conditions of Carriage is available on request to read. This edition of the National Rail Conditions of Carriage was valid from 19 July 2015 until 30 September 2016. 
Speak to rail staff or National Rail Enquiries for details.

Oyster Conditions of Use

If you are using an Oyster card or 'Contactless' (including Contactless credit & debit cards, Apple Pay, Android Pay and bPay devices) on National Rail, the Oyster Conditions of Use and Contactless Conditions of Use set out your rights and obligations, in addition to the Conditions set out in the National Rail Conditions of Travel. Where these Conditions of Use differ from the National Rail Conditions of Travel they will take precedence when you are using an Oyster or your contactless card.

A PDF version of the Oyster Conditions of Use is available to download here 

A PDF version of the Contactless Conditions of Use is available to download here

More details can be found at https://tfl.gov.uk/corporate/publications-and-reports/

Heathrow Express Conditions of Carriage

When travelling on Heathrow Express services between Heathrow Airport and London Paddington, your ticket is subject to the Heathrow Express Conditions of Carriage. Please see the Heathrow Express website for further details, www.heathrowexpress.com/conditions-of-carriage.

Consumer Rights Act

The Consumer Rights Act (CRA) applies to the rail industry from 1 October 2016. The Train Companies' existing processes for dealing with complaints  and claims go beyond the requirements of the CRA, and remain the best way to access your rights. Further information can be found here and compensation information can be found here