Ticket Collection
How do I collect my tickets from the station?
You can collect tickets from the self-service ticket machine in most UK stations (it doesn't have to be the station you're travelling from). To collect your tickets, follow these steps:
Step 1: Go to a ticket machine and select “collect tickets”.
Step 2: Insert the card you used to purchase your tickets
Step 3: Enter your ticket collection reference (you can find this in the "My Bookings" on TrainPal App or in your confirmation email).
Step 4: Tap the option to print your tickets.
How do I collect tickets if I don't have my payment card?
Generally, you need to have the card used for ticket payment when collecting your tickets. This measure aims to prevent credit card fraud.
If you pay with PayPal, any card can be used to collect the tickets, as the booking is not linked to a specific card. The same applies to tickets paid for directly with a credit/debit card.
If you don't have access to either card, please contact the ticket company to remove the restriction on your card. This will allow you to collect the tickets using a different card. Once the restriction is lifted, you can collect your tickets.
How do I collect tickets paid for with Apple Pay / Google Pay / PayPal?
Virtual payment cards are not accepted for ticket collection. If you paid using Apple Pay, Google Pay, or PayPal, you will still need a payment card in your name and the booking reference to collect your ticket(s) from the self-service ticket machine.
What if I fail to collect the tickets from a self-service ticket machine?
If you are still at the station, please go to the ticket office and ask for assistance.
If the station is unattended, follow these steps:
If the station is unattended, follow these steps:
Step 1: Take a photo of the ticket machine showing that your tickets could not be printed.
Step 2: Sign in to the TrainPal App.
Step 3: Find your bookings in "My tickets".
Step 4: Select the refund option, then upload the photo and provide details.
Step 5: Purchase a new ticket on TrainPal. And We will review your refund request within 3 working days.
How to use / download my e-tickets?
An eTicket is issued as a QR code and sent to you by email, which can be printed onto paper or displayed on your phone to scan at a barcode reader at the station.
Can you get through train barriers with e-ticket?
Yes, e-tickets are equal to physical tickets, just that the e-tickets are in your phone.
Do I need to print my e-ticket for the train?
No, just need to show your QR code on e-tickets and you can get through train barriers.
Where do I find my train ticket number?
Once your tickets have been issued, you will receive a confirmation email containing your train ticket number. If you have not received this email within 30 minutes of booking, please check your spam folder. If you can’t find your confirmation email, you can access your tickets in the TrainPal App.
Train Seating
Can I reserve a seat?
You can make a seat reservation for free, regardless of the type of ticket you have booked. However, seat reservations are not guaranteed as some train operating companies do not offer them. Even without a seat reservation, your ticket is still valid, and you can sit in any vacant unreserved seat. You will see one of the following messages depending on whether you have a Standard or First Class ticket:
Standard ticket: Sit in any vacant unreserved seat except First Class.
First Class ticket: Sit in any vacant unreserved seat, including First Class.
I have made a reservation. Why don't I have a seat?
Seat reservations are free but cannot be guaranteed. There may be several reasons why you may not have a seat:
If all bookable seat allocations are fully booked or if you book tickets near the departure time, seat reservations may be closed. However, there are always some unreserved seats available. You can sit in any empty unreserved seat.
The train operator you are travelling with may not provide seat reservations for the train, especially on shorter routes and during peak travel times on commuter routes. In such cases, you can sit in any vacant seat.
If you booked your ticket before the bookable period, seat reservations may not be available. Seat reservations usually open three months in advance. If you have a flexible ticket (valid at any time, off-peak, or peak times), you may not be able to obtain a seat reservation.
Even if there are no seat reservations, your ticket is still valid. You can sit in any empty, unreserved seat.
Can I change my seat reservation?
Travelling in the UK
Advance Single tickets: Generally, the conditions regarding Advance Single tickets do not allow for any changes to be made to the allocated seats unless you exchange your tickets.
Flexible tickets: If you have an Anytime, Off-Peak, or Super Off-Peak ticket, the seat can be changed.
Travelling in Mainland Europe
Once your ticket is booked and the seat reservation has been made, we are unable to amend it.
