National Rail Conditions of Travel |
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Your rights and responsibilities when travelling on the National Rail network.
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.
These Conditions are valid from 06 February 2022
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 but 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.
Previous National Rail Conditions of Travel
These Conditions were valid from 04 December 2019
until 05 February 2022
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 above.
These conditions apply in addition to your statutory rights.
The Previous Conditions
The previous National Rail Conditions of Travel is available to read or download here (PDF).
The previous National Rail Conditions of Travel (Large Print Edition) is available to read or download here (PDF).
Oyster Conditions of Use
If you are using an Oyster card or 'Contactless' (including Contactless credit & debit cards, Apple Pay, or Android Pay) on a National Rail service (either wholly or as part of through journey), 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 Oyster/Contactless 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/device.
A PDF version of the Oyster Conditions of Use on National Rail is available to download here
A PDF version of the Contactless Payment Cards - 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 2015
The Consumer Rights Act (CRA) applies to the rail industry from 01 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
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Last updated: 01 April 2022
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