It's never a good idea to leave things 'til the last minute. So, where possible, try and collect your tickets in plenty of time. You can collect them from 15 minutes of making your booking. And remember, you'll need to have your tickets on you when you travel, so you'll need to print them before you hop on the train.


For debit/credit card issues –

  • For some bookings you'll need to use the card you paid with to collect your tickets. If this card has expired or has been lost, stolen or cancelled you'll need to contact us and we can change your delivery method for you.
  • If the card needed belongs to someone else, you'll have to get them to collect the tickets for you. If they're unable to do so, you'll have to book another ticket using your own payment card before you catch your train. Learn more about buying tickets for someone else.
  • If you have paid with a virtual card and are unable to collect the tickets using a physical debit/credit card then please contact us. 

For collection reference issues –

  • Make sure you're using the correct reference, it's easy to get them mixed up if you have multiple bookings. 
  • Your collection reference is eight digits long and made up of numbers and letters. If you've got a 10 or 12-digit number, then that's your booking confirmation number, which can't be used to collect tickets. Check your emails or our app for to find your collection reference.

For any other issues, it's best to speak to a member of staff at the train station. If you are looking to change the way you want receive your ticket this can only be done by refunding you ticket. Please visit our refund help page to see if this is possible.