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Frequently Asked Questions

Be ticket clever

About ticketclever

Average customer saving of 58%*

* Based on the average of every purchase on ticketclever.com from 31st Jan to 7th Feb 2017 when compared to the cheapest comparable flexible fare. Excluding promotional fares.

How do I register with ticketclever?

  • Go to ticketclever.com,
  • Go to the top right-hand corner of the screen and click 'Sign in'
  • Click 'I am a new customer'
  • Fill in your details
  • Click 'Let's go!'
Add a UK mobile number if you want text message confirmation of your transactions on ticketclever. And add your Railcard for extra savings.

Should I create an account with ticketclever?

You should create a ticketclever account if you want to be able to book tickets more quickly in future. With an account, you can save and update your payment card, view your journeys and edit your details, as well as change your email preferences.

How often are the prices checked?

Prices are checked constantly and we only display fares available when you click. Sometimes, a message will appear saying, 'no fares are available.' This can be because there are no trains running at that time (e.g. if you ask for a Day Return but will be returning after midnight).

Does ticketclever have a best fare finder?

ticketclever is a best fare finder - we automatically show you the best fares for your journey. You can choose to filter by 'Be clever,' 'Be frugal,' 'Be quick,' 'Be flexible.' Scroll through the whole day and see the cheapest fare for any given time window clearly marked with green stars - these are what we call ticketclever deals.

Will I automatically get the cheapest train ticket?

You will automatically get the cheapest train fare for your journey. Use the handy on-screen filters to help. If you have a Railcard, don't forget to add it for even more savings.

How do you sell cheaper train tickets?

  • We're different. We find fare combinations that can save you money (up to £90). We call these route savings 'ticketclever deals'
  • You'll find ticketclever deals on most of the longer train journeys in the UK. ticketclever deals are highlighted with green stars
* We recently found a saving of £120.40 Manchester to London

How to get cheap train tickets with ticketclever

Be ticketclever and get the best fares for your journey automatically. On the longer routes in particular we'll often get you a cheaper fare (ticketclever deal).

How do prices work on ticketclever?

We check thousands of possible fare combinations to find you the best, which costs you less. We call these cheaper combinations ticketclever deals. You will find ticketclever deals on most of the longer train journeys in the UK. ticketclever deals are highlighted green.

And, if a return is cheaper than two singles we'll offer you the return.

Why use ticketclever?

  • We're probably the cheapest place to buy train tickets out there
  • We find fares that when combined will cost you less than alternatives
  • We don't charge booking fees. It's pretty neat.
  • We are independent to, but authorised and regulated by, Rail Delivery Group (RDG) (the people who represent the 28 train operating companies we sell you tickets to ride with)
  • We offer you the opportunity to pass some of your savings to our charities

Accepted Cards

What payment cards can I use when booking tickets?

ticketclever accepts credit and debit cards from Visa and MasterCard. You can also use PayPal.

Can I use a foreign payment card?

We presently only accept UK payment cards.

What is Verified by Visa?

Verified by Visa is for your security. If you are signed up to the service, you will be asked to enter your Verified by Visa password, or random characters from it, when you make bookings with ticketclever.

  • A window may pop up asking for your Verified by Visa password when you go to pay on ticketclever
  • If you are not enrolled in the scheme, a window from your bank may pop up asking if you'd like to enrol
  • The security check window that pops up is a secure and direct link to your card issuer and is administrated by them. If you have any problems, please contact your card issuer
  • For more information about the Verified by Visa scheme visit: visaeurope.com*
*This is a link to an external website, ticketclever is not responsible for the content and opinions of this site.

What is MasterCard SecureCode?

MasterCard SecureCode is for your security. If you are signed up to it, you'll be asked to enter your MasterCard SecureCode when you make bookings with ticketclever.

  • A window may pop up asking for your MasterCard SecureCode when you go to pay on ticketclever
  • If you are not enrolled in the scheme, a window from your bank may pop up asking if you'd like to enrol
  • The security check window that pops up is a secure and direct link to your card issuer and is administrated by them. If you have any problems, please contact your card issuer
  • For more information about the MasterCard SecureCode scheme visit: www.mastercard.com*
*This is a link to an external website. ticketclever is not responsible for the content and opinions of this site.

What is a CVC security code?

A CVC (Card Verification Code) is printed on the back of your card. There are four digits followed by three. We need the last three digits of these when you make a booking.

Are my card details secure when making a payment on your site?

Yes, we have taken a number of measures to protect your details and meet industry security standards.

Why is my credit/debit card being rejected?

If your Credit/Debit card has been working normally with previous transactions, then it might be that you've entered the card details incorrectly or even added a space by mistake.

  • Make sure your billing address is the same as the one we have for you in your account
  • Check you have selected the correct card type, remember we only accept MasterCard and Visa.
If the above seems fine, it's possible your card issuer has declined the payment. Please contact your bank immediately if you think this might be the case.

Card Fees

Paying for your ticket

Are there any debit or credit card fees on ticketclever?

There are no debit/credit card or PayPal fees on ticketclever.

Getting your ticket

Will getting my tickets cost anything?

There is no charge to collect your ticket from a station however if you choose to have them delivered by 1st Class mail it will cost £2.50 per booking.

Booking your ticket

Is there a booking fee?

No, we do not charge a booking fee.

Contact Us

How do I give feedback about ticketclever?

If you would like to give feedback, please contact us by phoning 0800 122 3386 between 7am and 10pm, or by emailing feedback@ticketclever.com.

How do I contact the train company?

To contact the train company you travelled with see: www.nationalrail.co.uk

Please note: this link directs you to an external website, ticketclever is not responsible for the content and opinions of this site.

As ticketclever is a ticket retailer, not a train operator, you will need to contact the train company that ran the service or station directly if you want to feedback about a delay, train journey, station or ticket office.

How do I make sure I get emails from ticketclever?

Our emails relating to your booking will be labelled 'ticketclever' but to prevent them going into your spam folder, you can add bookings.noreply@ticketclever.com to your contacts by copying the address and pasting it into the 'add a contact' field in your email settings.

All other emails are sent from noreply@ticketclever.com.

What are our emails about?

As a ticketclever customer, you'll receive emails from our team that include important information about your journey. If you've subscribed to our newsletter, you'll get the latest news on our products, deals and savings too.

How do I contact ticketclever?

To contact ticketclever phone: 0800 122 3386 between 7am and 10pm or email: support@ticketclever.com.

Send post to:

ticketclever PO Box 6617 Arbroath DD11 9AS

We can only discuss a booking if you are the person who made the booking. This is for data protection reasons. This includes talking about cancellations or amendments of tickets, with the owner of the account used to book the tickets.

Delay Repay

What happens if my train is delayed or cancelled?

If your journey is delayed or cancelled, you may be entitled to compensation. You must contact the train company you were travelling with when you experienced the delay to apply for compensation within 28 days of completing the relevant journey. For more information about train companies' policies and for compensation claim forms, please use the links below.

Please note: the below link to train companies' websites and we aren't responsible for the content on those websites.

Abellio Greater Anglia

Arriva Trains Wales

Chiltern Railways

C2C

Cross Country Trains

East Midlands Trains

First Trans Pennine Express

Gatwick Express

Grand Central Rail

Great Northern Trains

Great Western Railway (First Great Western)

Heathrow Express

Hull Trains

Island Line Trains

West Midlands Trains

London - Tube, DLR, Overground or TfL Rail journey

Mersey rail

Northern Rail

ScotRail

SouthEastern

South Western Railway

Southern

Stansted Express

Thameslink

Virgin Trains

Virgin Trains East Coast

Exchanges

How do I change my travel plans if I have an Advance Purchase ticket?

If your ticket is unused you can amend the date and time of your journey, but you can't change the departure point, destination or train operating company. If you would like to go ahead and change your plans, you will need to exchange your Advance Purchase ticket(s):

  • Download and complete the Exchange Request Form from the ticketclever website
  • In order for an Advance Purchase ticket to be exchanged you need to purchase a new Advance Purchase ticket
  • Post the form, any unused Advance Purchase tickets and your new booking reference to us at:

ticketclever, PO Box 6617, Arbroath, DD11 9AS

  • We will check that your exchange request is valid and communicate this to you via email
  • All Advance Purchase ticket exchanges are subject to an industry standard admin fee of £10. If the admin charges and/or other deductions exceed the exchange amount no exchange will be made
  • Your exchange will be processed as soon as possible and you will be paid via a credit to the card you used for your booking
Please note: We are not authorised to make Exchanges in respect of tickets that have been lost or stolen.

Railcards

Can I use my Railcard to get cheaper tickets?

There are various Railcards that offer up to 1/3 off most Off-Peak journeys. These are valid for a year. You'll quickly cover the cost of the Railcard if you travel enough times.

  • 16-25 Railcard - for anyone aged 16-25 or 26+ in full time education
  • HM Forces Railcard - for members of the Regular Armed Forces
  • Two Together Railcard - for two named people travelling together
  • Family and Friends Railcard - for adults travelling with children aged 5-15
  • Senior Railcard - for adults aged 60+
  • Disabled Adult Railcard - available to disabled adults
  • Disabled Child Railcard - available to disabled children and an adult companion
  • Network Railcard - for travel in the London and South East area (see map)
  • If you want find to out more please see our Railcards page
  • We do not sell Railcards through ticketclever but you can buy them at railcard.co.uk or at your nearest station with a ticket office
  • Each passenger using a Railcard must take the Railcard with them when travelling
Please note: We currently don't support multiple Railcards on a single booking but will be able to support this soon.

How do I know if a Railcard discount has been included?

The Railcard discount will be included if it is possible to use it for the route you are travelling on at the time you are travelling. You can see that you are travelling using a Railcard on the Booking Summary.  

What happens if I book a ticket with a Railcard but forget my Railcard on the day of travel?

If your ticket was purchased with a Railcard then you must carry it with you when you travel. If you forget your Railcard you might be subject to a penalty fare. It is advised that you purchase a new ticket without a Railcard for your journey if your Railcard is not in your possession at time of travel.

Please note: Each passenger using a Railcard must take the Railcard with them when travelling.

Refunds

How do I apply for a refund on an unused ticket?

If you decide not to travel, you can apply for a refund on unused Anytime or Off-Peak ticket(s), unless the terms and conditions of your ticket indicate that it is non-refundable. You must do this no more than 28 days after the expiry of the ticket.

  • Download and complete the Refund Request Form from the ticketclever website
  • Post the form and any unused tickets to us at:

ticketclever, PO Box 6617, Arbroath, DD11 9AS

  • We will check that your exchange request is valid and communicate this to you via email
  • All ticket refunds are subject to a £10 admin fee. If the admin charges and/or other deductions exceed the refund amount, then no refund will be payable.
  • If you received your tickets by post the postal delivery fee is non-refundable
  • Your refund will be processed as soon as possible and within one month of receipt of your application.
  • Your refund will be paid via a credit to the card you used for your booking
Please note: We are not authorised to make Refunds in respect of tickets which have been lost or stolen.

What tickets do I need to send?

  • Please send the original tickets, not the seat reservation or customer receipts
  • The customer receipt has details of the payment card used to book the ticket printed on it
  • The tickets for your journey that we will need to process your refund have either 'Single' or 'Return' printed on them as well as their price
  • Seat reservations have 'Valid only with travel ticket' printed at the top These do not need to be sent back in

I've requested a refund, when should I get my refund?

If you are eligible for a refund, your refund will be processed as soon as possible and within one month of receipt of your application.

Can I get a refund on a ticket I used to travel?

No. Anytime, Off-Peak and Super Off-Peak tickets are only refundable if not used.

Is there an expiry period on refunds?

Yes. If you return the ticket to us no later than 28 days after the expiry of the ticket's validity, you will receive a refund (subject to conditions).

Please note: We strongly advise you use recorded delivery when sending us tickets for a refund.

Is there a waiting period before I can claim a refund?

No, you can apply for a refund straight away.

How do I apply for a refund if my train is disrupted and I choose not to travel?

If the train you intended to use is cancelled, delayed or your reservation will not be honoured, and you decide not to travel, you can apply for a refund on the unused ticket, where you will be given a full refund with no admin fee being charged. However, if you received your tickets by post the postal delivery fee is non-refundable.

Reservations & Seating

Can I reserve a seat using ticketclever?

Where possible, we'll automatically reserve you a seat - because reservations are free and nice to have. Sadly, we can't guarantee we'll always be able to make reservations - so where they're not available we'll let you know.

  • If the train company doesn't offer the facility to reserve seats, we will only show secured reservations on the Booking Summary page under the tickets section
  • If the train company's reservation system is closed when you book (for example if it's a long or very short time before your trip), we will not show any reservation information on the Booking Summary page under the tickets section
  • If you don't elect to reserve a seat, we will not show any reservation information on the Booking Summary page under the tickets section
  • Your booking confirmation email will have a note about any reservations you've made in it too.
Please note: If you do not have a seat reservation, the train company will always have some seats unreserved. At busy times it is worth arriving early for your train for the best chance of getting a seat.

What do the different seating preferences mean?

If the seats are available, you can select the direction you wish to face (the direction of travel or not), whether you want to sit by the window, in the aisle or with nobody next to you (in some cases this is possible when travelling First Class). Then there are additional options, whether you want to be seated at a table, by a power socket, near a baggage rack etc. Our seating preferences are depicted visually using icons for clarity.

Please note: We will always do our best to reserve seats with the preferences you select, however this may not be possible on all services.

Can I reserve a seat if I have an Anytime, Off-Peak or Super Off-Peak ticket?

You will be given the choice to reserve a seat if you have an Anytime, Off-Peak or Super Off-Peak ticket. If you choose to reserve seats, they will show on your booking confirmation. They will be in your ticketclever account too and printed when you get the tickets.

Will I always be able to reserve a seat?

No. Unfortunately we can't always reserve seats. Some train services, like those that run short distances, don't offer seat reservations. Sometimes trains are already full when you make the booking. Even if we can't make a reservation you may still sit in any available seat that is the same class as your ticket.

Do I have to reserve a seat if I have an Advance ticket?

You will automatically get a seat reservation with all Advance Purchase tickets. The seat numbers that have been reserved for you will show on your booking confirmation. They will be in your ticketclever account too and printed when you get the tickets.

Please note: Seat reservations for Advance Purchase tickets cannot be amended.

I'm making a group booking, can we sit together?

If you're booking more than one ticket we'll automatically reserve seats that are next to, or close to each other, if it is possible to do so. If seats are around a table, the seat numbers on the tickets may not be in sequence but that doesn't mean you aren't sitting together. The train companies offer specialist support for group bookings of over 9 people so please contact them.

Please note: we don't currently support multiple Railcards applied to a single booking.

Why are my reserved seats not next to or near each other?

If you have booked tickets for more than one person and your seats are not next to or close to each other, this could be because the train is full and the seats were unavailable, or because you have booked two different types of ticket. It can also happen if you made two separate bookings, or if the type of ticket you bought didn't include an automatic seat reservation. Sometimes it isn't possible to reserve seats.

Temporary timetable changes

Temporary changes to train timetables

Network Rail is making temporary changes to the advanced availability of final timetables for up to six months from 20 May onwards, meaning these will be available later than normal. As a result, for the majority of TOCs, timetables will not be confirmed until 6 weeks out (this is normally 12 weeks). While tickets will be available at 12 weeks, these could be subject to change once the timetable is confirmed. Customers, whose tickets do subsequently change will be entitled to a full refund. http://www.nationalrail.co.uk/service_disruptions/184755.aspx

How do I know if I've got the best ticket?

If people buy a ticket for a service affected by this change and then, at a later date advance tickets are made available which are at a cheaper fare, customers should book the advance fare for that service and then request a fee-free refund on their original ticket.

Which services are affected?

You will still be able to purchase 3 months in advance. While you can still book tickets, these routes are subject to change. If changes occur and you no longer want to use your ticket you will be entitled to a full refund.

I still want to book three months in advance. What should I do?

You will still be able to purchase 3 months in advance. While you can still book tickets these routes are subject to change. If changes occur and you no longer want to use your ticket you will be entitled to a full refund.

Why is this happening?

The core timetable changes twice a year, in May and December. As a result of billions of pounds of investment in the rail network, and in new trains and services, the May 2018 timetable change is the largest in living memory, needing the rescheduling of almost four million services ? some 600% more than normal. The scale of this change was being managed by the rail industry, which was also taking into account unexpected alterations to infrastructure projects, to the introduction of new trains and to new services by some operators. There was then a significant delay to the major electrification work between Manchester and Preston. This meant that the Network Rail timetable planning teams have been unable to deliver the new timetable within the usual timescales.

Ticket Delivery

How do I get my tickets?

You can collect your tickets from any station with a ticket machine for free or have them delivered by 1st Class mail for £2.50.

When will my tickets arrive by post?

You can choose to have your tickets posted to you via Royal Mail 1st Class, if the booking has been made more than four days in advance of travel and prior to 5pm on that day. We will not be liable if you have made an error in the delivery address you have supplied us.

What happens if the tickets are incorrect?

It is your responsibility to check your tickets when you receive them to ensure the travel information is correct. If you believe the information is different to the information you provided at the time of booking you must contact us to advise of this difference.

Why is my UK address not recognised?

Your postcode may not be registered with the Royal Mail address database. To search or register your address please go to the postcode finder application on the Royal Mail website.

What do I do if I haven't received my tickets in the post?

If you're due to travel within the next 24 hours and your tickets haven't yet arrived please contact us by phoning 0800 122 3386 between 7am and 10pm, or by email at support@ticketclever.com.

Do you do print-at-home tickets?

We do not currently do self-print tickets.

When will ticketclever offer mobile tickets?

We plan to offer mobile tickets very soon.

Do I need my booking confirmation email to travel?

No. You do not require a copy of the confirmation email to travel. The booking confirmation email includes your ticket collection code, which is essential when collecting your tickets from a Ticket machine. If you haven't received your booking confirmation email or missed the confirmation screen during the booking process all travel information can be found in your ticketclever account.

  • Go to ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account,' click 'Journeys' and all your journeys will be listed there. You can view your ticket collection code here

Where can I find my ticket collection code?

When you buy tickets through ticketclever you will be given a ticket collection code that you need when collecting your tickets. This reference is displayed:

  • On the confirmation page when you have completed your booking
  • In the booking confirmation email we send you
  • It can also be viewed by going to the top right hand corner of the screen, click 'My account,' click 'Journeys' and then select the Journey you wish to see the ticket collection code for. There may be multiple collection codes if you have booked more than one journey.
Please note: The ticket collection code is 8 digits long and contains a mixture of letters and numbers (e.g. SC06H08B).

How do I collect my tickets from a ticket machine?

Tickets will be ready for collection at the station within a minute of payment. You can collect them any time before travel. For collection, you'll need:

  • A Debit or Credit card for the Ticket machine. You need to use the card you paid with. Your card will not be charged. If you paid using PayPal, you can use any Debit/Credit card linked to your PayPal account
  • The ticket collection code given to you when the booking was made.
Insert your Debit/Credit card, key in the ticket collection code, check the tickets are correct and select 'Confirm.' Please ensure you collect all of the tickets that make up your order, especially if you are travelling with more than one ticket. If you have put in your Credit/Debit card and keyed in the 8 digit ticket collection code and experience problems collecting your tickets, ask a member of staff at the station for help. Please note: You need the ticket collection code when picking up your tickets. It's 8 digits long and contains a mixture of letters and numbers (e.g. SC88G66A). All bookings come with a 8 digit Booking Reference number (e.g. TC88863902), but you don't need that number for collection of tickets at the station.

Will I receive confirmation of my booking?

Yes, when you make a purchase through ticketclever you will receive an email confirmation. If you didn't receive an email confirmation you can:

  1. Visit www.ticketclever.com.
  2. Go to the top right hand corner of the screen and select 'Sign In.'
  3. Enter the email address and password you used to create your account.
  4. Click 'My account,' click 'Journeys' and all your journeys will be listed there.
  5. If the booking is under the 'Journeys' section then the booking was processed despite not receiving an email confirmation.
  6. You can then click on the 'Resend email confirmation' to request another. Please check that your email address is correct in the 'Edit Details' section.
If there is a problem with your booking you will receive an automatic email from our system advising you that there was a problem with your booking and we are looking into it. Once we have spotted the issue we will get in contact with you to advise whether your booking was successful or whether you need to try again. If you're still unsure - please contact us by phoning 0800 122 3386 between 7am and 10pm, or by email at support@ticketclever.com.

Can I get a VAT receipt for my journey?

Train travel is exempt from VAT, therefore we don't issue VAT receipts with tickets. If you need a proof of purchase, you can use your confirmation email. This contains all the relevant payment information.

I have not been offered 1st Class mail as a ticket delivery method?

1st Class mail is only offered if your travel date is 4 days or more after the date you book the ticket to ensure that your tickets arrive in sufficient time to travel.

Do you offer International Post?

No. All tickets must be posted to a UK address.

Can I have my tickets delivered to a different address from my billing address?

Yes, you can have your tickets delivered to any UK address.

Can I change the delivery address for my train tickets after booking?

No. When you book tickets we process and print them immediately, this means we can't change the delivery address after a booking has been made. Your email confirmation will include the delivery address you selected at the time you made the booking.

Why can't I collect my tickets from my local station?

  • If there's no ticket machine at your local station we won't display one as you can't pick up your tickets from that station
  • If the station you are travelling from doesn't have a ticket machine you will be prompted to select an alternative pickup point with the closest geographical station being offered at the top of the list

If I get duplicate tickets what should I do?

  • Go to www.ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Journeys'
  • All your journeys will be listed
Please check that you have not duplicated an order. If you have placed the same order twice you might be eligible for a refund subject to administration fees. If the duplication was due to an error on the ticketclever website you might be entitled to a full refund.

Ticket Types

What ticket types are there?

ticketclever sell three ticket types offered by the train companies and available nationally. These are Anytime tickets, Off-Peak tickets and Advance Purchase tickets. We also sell ticketclever deals - which are multiple tickets that when combined make your journey cheaper than alternatives.

  • Anytime tickets are flexible
  • Off-Peak tickets are semi-flexible with time and/or date restrictions
  • Advance Purchase tickets are non-flexible tickets often cheaper when booked in advance
We do not currently sell Season tickets, for regular travel on a specific route.

More about Anytime...

Anytime Day Single or Anytime Day Return tickets are valid for one single or one return journey on the date shown on the ticket.
  • Anytime Single tickets - valid for 2 days starting from the date shown on the ticket
  • The outward part of an Anytime Return - valid for 5 days unless otherwise stated
  • The return portion of an Anytime Return - valid for 1 calendar month from the start date
If you need to stick to a specific route or travel with a particular train company your ticket will say so.

You are generally permitted to stop off along the way on the day you travel if you wish. More on this under 'Can I stop off along the way (break my journey)?'

More about Off-Peak...

Off-Peak tickets - for when you're travelling on trains that are less busy. Cheaper than Anytime tickets but you have to travel at particular times of day and/or days of the week. Off-Peak tickets are not usually valid during rush hour Monday to Friday. When they are valid at peak times it's often on stopping trains that take longer. In some circumstances Off-Peak tickets are only valid on particular routes or with particular operators.

Off-Peak Day Single or Day Return - valid for one single or return journey on the date shown on the ticket.
  • Off-Peak Single tickets are valid for one single journey on the date stated on the ticket. If it is not possible to complete the journey on that same day you will be able to complete it the following day
  • Off-Peak Return tickets are valid for one return journey
  • The outward part of an Off-Peak Return is valid on the date stated on the ticket. If it is not possible to complete the journey on that same day, you will be able to complete it the following day
  • The return portion of the ticket is valid for 1 calendar month from the start date on the ticket
  • Please note that if you board a peak train with an Off-Peak ticket you will have to pay the difference between your ticket and a peak ticket. In some circumstances you may have to pay a penalty fare (minimum £20)
For information about refunds, please see our Refunds section

More about Advance Purchase...

Advance Purchase tickets will save you money on many journeys. They are available to book up to 12 weeks before you go and until the day before you travel. The best savings can often be made the further in advance you book - so if you have a get-together with relatives coming up in about three months consider booking sooner rather than later.
  • Advance Purchase tickets are non-flexible so you have to travel on the specific train you are booked onto
  • Please note that if you board a train other than the one you have booked you?ll have to buy a new ticket for your journey
There are no refunds on Advance Purchase tickets so for information about changing your journey before you travel please see our Exchanges section.

More about ticketclever deals...

ticketclever deals are combinations of tickets that are cheaper than the alternatives.

They might be a collection of different ticket types so we recommend you stick to your itinerary. The itinerary will be shown in your booking confirmation email.

What if there aren't any Advance Purchase tickets available?

The earlier you book the more likely you will be to find cheap Advance Purchase tickets. If you can't book in advance, our ticketclever deals are still available on the day of travel, up to a couple of minutes before departure.

Are there any restrictions when using my ticket?

  • You must use your ticket on or within the date(s) that it is valid. The date(s) of validity will be made clear when you buy your ticket and will also be printed on the ticket
  • If as a result of a delay to your train, your ticket expires during your journey, you will still be allowed to complete that journey without penalty
  • A return ticket must be used in the correct sequence (you must use the). The outward portion of a return ticket is no longer valid for travel once the return portion has been used.

What does Limited Availability mean when searching for tickets?

The Limited Availability message will be displayed when you search for a journey and the ticket you are being shown has a limited number of tickets available to purchase. This message will only be shown for Advance Purchase tickets, which are sold in limited numbers and so are subject to availability.

Can I add a London Travelcard to my booking?

Yes, once you have selected your ticket you can add a London Travelcard as an additional product, the exception to this is if there is a child in the booking.

May I have some help booking tickets online?

We can't make bookings online on your behalf but can certainly answer any questions you have or guide you through the booking process. Please contact us by phoning 0800 122 3386 between 7am and 10pm, or by email at support@ticketclever.com.

How do I buy a ticket for someone else to travel with?

The name of the traveller is not printed on the tickets so anyone in possession of the ticket can travel, however, to pick tickets up from a ticket machine you will need the ticket collection reference and the debit/credit card that was used to purchase the tickets. Your card will not be charged. If you paid using PayPal, you can use any debit/credit card, along with your ticket collection reference, to obtain your tickets.

Can anyone else use my tickets?

Yes. Tickets can be used by anyone in possession of them, however, to pick tickets up from a ticket machine you will need the ticket collection reference and the credit/debit card that was used to purchase the tickets. Your card will not be charged. If you paid using PayPal, you can use any debit/credit card, along with your ticket collection reference, to obtain your tickets.

Can I make a booking over the phone?

We can't make bookings over the phone but can certainly answer any questions you have or guide you through the booking process.

Can I book international and Eurostar Train travel with ticketclever?

We cannot book international train journeys.

Can I purchase a Season Ticket?

We don't currently sell season tickets.

Can I stop off along the way (break my journey)?

Advance Purchase ticket... you cannot break your journey as your ticket is only valid on the specific train(s) you are booked onto

Off-Peak or Super Off-Peak ticket... stopping off along the way is generally permitted on the outward direction (unless prohibited for the journey you are making). If you intend to stop off on your outward journey, please ask staff at the station if it's okay. You can break your journey when you return as long as you do so on the same day that you will be completing the journey

Anytime ticket... you can break your journey at stations on the route of travel as long as you do so the same day that you complete your journey

ticketclever deal... your journey will be comprised of a combination of tickets, so we recommend you stay on the trains you are booked onto. These will be selected at the time of booking. Your itinerary will be available in the 'Journeys' section of your account. It will also be emailed to you

What happens if I think I have been charged incorrectly?

  • Visit ticketclever.comexvuzttrfdtyccecrsxx
  • Go to the top right hand corner of the screen and select 'Sign in,' enter the email address and password you used to create your account. Click 'My account,' click 'Journeys' and all your journeys will be listed there with the journey price

Will I get a child discount?

In short yes, always. Kids aged 5-15 travel for half the price of an adult fare and under 5s travel free, whatever ticket you buy for them. There are a couple of things to note:

  • Up to two children under 5 can travel free with each fare-paying passenger
  • Any under 5s travelling free can only sit on a seat if a fare-paying passenger doesn't need it
  • If a child aged between 5-15 looks 16 or over they may be asked to show ID to prove their age
  • If you are travelling with a Family Railcard... up to 4 adults and 4 children can travel together. Kids' tickets will cost up to 60% less and adults will travel for up to 1/3 less
  • If travelling in the Transport for London (TfL) area... children travel on the underground for free aged 10 and under and travel at a reduced price between the ages of 11 and 18 with a Zip Card. If where you are going is covered by Transport for London, and the children travelling are 16 or under, you may be better off using the underground. More information about the Zip Oyster Card
 

How do I know if my train ticket is available?

Go to www.ticketclever.com, select the train you wish to travel on. We'll let you know if the tickets are available immediately. If they are, you're good to continue to the basket and buy your train tickets. If for any reason the tickets have become unavailable - because the last one got away before you confirmed it - search again to find other cheap train tickets for your journey.

Can I buy First Class tickets using ticketclever?

Yes, you can buy first class (discounted sometimes too) just select the '1st' filter. Please note: not all UK train services have first class accommodation and therefore not all searches will display first class fares.

Is it cheaper to buy two single tickets for a return journey?

Two singles are often cheaper than a return. You'll be able to see if two singles are cheaper than a return when you select the journey you want - because we always display the cheapest train tickets for your journey when you select the 'Be frugal' filter. Please note: Sometimes the cheapest train tickets are for specific trains at specific times on specific routes. Flexible tickets are more likely to be changeable and refundable if you don't use them.

Using ticketclever

How do I create a ticketclever account?

The easiest way to create a ticketclever account is to click on 'Sign in' in the top right-hand corner of the page. If you click, 'I am a new customer' you will have the opportunity to create a new account. You can also create an account after you've searched for the journey you want at ticketclever.com and added it to your basket, by again clicking 'I am a new customer' when the relevant popup appears.

What should I do if I think I have been charged incorrectly for my purchase?

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account,' click 'Journeys' and all your journeys will be listed there
Please check that you have not duplicated an order. If you have placed the same order twice you might be eligible for a refund subject to administration fees. Please see our refunds section for information on how to apply for a refund.

If I think my order has been duplicated due to an error on the ticketclever site, what should I do?

The ticketclever website is structured so that duplicate orders are not possible. If you experience a problem whilst making a booking, your tickets will not have been booked. This is to avoid the ability to have duplicate bookings. If you experience a problem whilst making a booking you should:

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Journeys'
  • All your journeys will be listed there
Please check that your order wasn't completed prior to starting another booking.

If I have accidentally duplicated an order what should I do?

If you have placed the same order twice you might be eligible for a refund subject to admin fees. Please see our refunds section for information on how to apply for a refund.

I have put my card into the Ticket machine and no tickets have come out?

The ticket machine will ask you to remove your card and will then proceed to issue your tickets. This can take as long as 30 seconds so please do not walk away from the ticket machine during this time. If no tickets are issued after this time, please try the ticket machine again. If tickets are still not issued ask a member of staff at the station ticket office for help.

I am seeing a "Bookings not available" message when I try and book my tickets, what does this mean?

We're sorry - this means that we are experiencing a problem whilst processing your tickets. This is only a temporary issue and should be resolved within a few minutes.

  • Please refresh your page and try booking your tickets again
  • You will not have been charged for the original tickets as they were not processed

I lost my Wi-Fi connection while making a booking, has my booking gone through?

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Journeys'
  • All your journeys will be listed there.
If the booking is under the 'Journeys' section then the booking was processed despite the Wi-Fi fail and you're good to go. If there is a problem with your booking you will receive an automatic email from our system advising you that there was a problem with your booking and we are looking into it. Once we have spotted the issue we will get in contact with you to advise whether your booking was successful or whether you need to try again.

How do I update my ticketclever account information?

Go to ticketclever.com at the top right hand corner of the screen and select 'Sign in,' enter the email address and password you used to create your account. Click 'My account' and 'Edit Details' to update your information as desired.

How do I book a ticket?

  • Go to www.ticketclever.com
  • Enter the origin and destination stations for the journey you wish to take and click the search icon or press enter
  • Select a fare from the choice displayed. If you are unsure whether you want the cheapest fare or something more flexible, click the appropriate filter to make your choice easier
  • Once you have chosen your ticket, click 'buy' and follow the instructions. We accept debit and credit cards from Visa and MasterCard, or you can pay using PayPal
ticketclever has no booking fees or credit debit card fees because we don't like paying them either.

How do I cancel/close my ticketclever account?

If you don't want to be registered with us anymore, please write to us at: ticketclever, PO Box 6617, Arbroath, Scotland, DD11 9AS. Please note: Once your account has been deactivated you will not have access to any of your booking information.

How do I unsubscribe from your emails?

When you create your account there is the option to tick if you would like to receive the email newsletter with trip ideas and special offers. If you ticked this when you created your account but would like to unsubscribe, it's easy.

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign In.'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Preferences'
  • Click 'Change' - here you can untick the email newsletter box and then 'Set Preferences.'
  • Hey presto!
Please note: You cannot unsubscribe from emails relating to bookings you have made, as you need those to be able to travel.

Are there any service disruptions at the moment?

You can check our live departures boards to see what trains are running at the moment. Any cancellations or delays will show up there.  

Do I need to allow cookies to book on ticketclever?

To use ticketclever you must ensure your browser (Firefox, Chrome, Internet Explorer etc.) accepts cookies, as we use cookies to keep your bookings secure and you might not have as good an experience if you don't enable them.

I think someone else has accessed my account, what can I do?

Sign in to your account and change your password.

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign in'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Edit Details' and update your password. You will receive an email confirming the change.


If you are still worried, please contact us by phoning 0800 122 3386 between 7am and 10pm, or by email at support@ticketclever.com.

How do I log out of your site securely?

To log out of our site securely, go to the top right-hand corner of the home screen and click 'Sign out.'

The website is hanging on the basket page, has my purchase gone through?

You'll receive an email confirmation if your purchase has been successful or if it has not. If you have registered with ticketclever, you can log into your account at ticketclever.com to check your purchases.

If I experience a problem while using the website who should I contact?

If there is a problem with your booking you will receive an automatic email from our system advising you that there was a problem with your booking and we are looking into it. Once we have spotted the issue we will get in contact with you to advise whether your booking was successful or whether you need to try again.

If you're still unsure - please contact us by phoning 0800 122 3386 between 7am and 10pm, or by email at support@ticketclever.com.

Can I get a train ticket quote by email?

Train times and train ticket availability are constantly updated in our system to reflect what's out there, so unfortunately we can't email you ticket prices that might have changed by the time you receive the email.

How do I check my booking?

  • Visit ticketclever.com
  • Go to the top right hand corner of the screen and select 'Sign In'
  • Enter the email address and password you used to create your account
  • Click 'My account'
  • Click 'Journeys'
  • All your journeys will be listed there

How do I log in to my ticketclever account if I don't have a password?

If you booked tickets with us as a Guest you can still use the email you signed up with to view bookings you have made - you'll just need the email address and the transaction reference for the booking you wish to view - if you want to create an account following this click 'Create account.' You will be asked to create a password when you create an account.

How do I update my ticketclever preferences?

Go to ticketclever.com go to the top right hand corner of the screen and select 'Sign in,' enter the email address and password you used to create your account. Click 'My account,' click 'Journeys' and select the relevant journey.

What do I do if I've forgotten my password?

  • Go to ticketclever.com, go to the top right-hand corner of the screen and select 'Sign in'
  • Click 'Forgot Password?'
  • Enter the email address you registered with
  • Click 'Reset Password'
  • You will receive an email with a 'Reset Password' button that you need to click to reset your password.

How do I sign into my ticketclever account?

Go to ticketclever.com at the top right-hand corner of the screen - click 'Sign in' and enter the email address and password you used to create your account.

Do I need to register as a customer with ticketclever?

No, you do not need to register as a customer with us. You have the option to create an account during your first purchase which helps to prevent fraud.

Why are my PayPal transactions being rejected?

The email address associated with your PayPal account must match the email address you use on ticketclever.com. PayPal is only available as a payment method once you have created a TC account.

Your Journey

What do I need to know about Penalty Fares?

Some train companies operate a Penalty Fares scheme. All such schemes operate on the same basis, and are approved by the Department for Transport. Train companies are required to ensure that warning notices are clearly displayed on trains and at stations where such schemes operate. Within such areas, you may be charged a Penalty Fare if:

  • You travel on a train service without a ticket or Permit to Travel
  • You travel in first class accommodation with a standard class ticket
  • You travel on a travel service at a time when your ticket is not valid
  • You travel with a train company for which your ticket is not valid
  • You do not have the necessary supporting document(s), where required (e.g. a valid Railcard or photocard)

What do I do if I miss a train because a previous connecting service was delayed?

  • If you are using an Advance Purchase ticket and you missed your booked train because a previous connecting train service was delayed, you will be able to travel on the next train service provided by the train company with who you booked without penalty
  • If you have an 'Off-Peak' or 'Super Off-Peak' ticket, correctly dated but invalid for the service on which you are travelling, the train company is entitled to charge you the difference between the fare you paid and the cheapest valid fare for the service concerned
  • If you have an 'Off-Peak' or 'Super Off-Peak' ticket, correctly dated but you are using a route for which your ticket is not valid the train company is entitled to charge you the difference between the fare you paid and the cheapest valid fare for the service concerned
  • If you have an 'Off-Peak' or 'Super Off-Peak' ticket, correctly dated but you break your journey when you are not permitted to do so, the train company is entitled to charge you the difference between the fare you paid and the cheapest valid fare for the service concerned

Who should I contact if I require assistance during my journey?

If you require any assistance whilst travelling you need to pre-arrange this with the relevant train company, we would recommend booking help 24 hours prior to you travelling.

Train company Access Information Telephone Text phone/Type talk
Abellio Greater Anglia Abellio Greater Anglia Access information 08000 282 878 18001 08000 282878 (text relay service)
Arriva Trains Wales Arriva Access information 0333 005 0501 0845 758 5469 (Text phone)
c2c c2c Access information 01702 357 640 01702 357 640 (Text phone compatible with Ultratec Minicom 6000)
Caledonian Sleeper Caledonian Sleeper Access information 0330 060 0500 1 800 103 300 600 500 (text relay service)
Chiltern Railways Chiltern Railways Access information 03456 005 165 08457 078 051 (Text phone)
CrossCountry CrossCountry Access information 0344 811 0125 0344 811 0126 (Text phone)
East Midlands Trains East Midlands Trains Access information 03457 125 678 03457 078 051 (Text phone)
Great Western Railway Great Western Railway Access information 08001 971 329 18001 0800 197 1329 (Text phone)
Gatwick Express Gatwick Express Access information 0800 138 0225 08451 27 29 40 (Text phone)
Great Northern Great Northern Access information 0800 058 2844 0800 975 1052 (Text phone)
Hull Trains Hull Trains Access information 0800 316 1323 08456 786 967 (Text phone)
Island Line Island Line Access information 0800 528 2100 0800 692 0792 (Text phone)
West Midlands Trains West Midlands Trains Access information 0800 092 4260 0344 811 0134?(Text phone)
London Overground London Overground Access information 0343 222 1234 020 3031 9331 (Text phone)
Merseyrail Merseyrail Access information 0800 0277 347 0151 702 2071 (Text phone)
Northern Northern Access information 0808 1561 606 08456 045 608 (Text phone)
ScotRail ScotRail Access information 0800 912 2901 18001 0800 912 2 901 (Type talk)
Southeastern Southeastern Access information 08007 834 524 08007 834 548 (Text phone)
South Western Railway South Western Railway Access information 0800 528 2100 0800 692 0792 (Text phone)
Southern Southern Access information 0800 138 1016 0800 138 1018 (Text phone)
Thameslink Thameslink Access information 0800 058 2844 0800 975 1052 (Text phone)
TfL Rail TfL Rail Access information 0343 222 3456 0800 112 3456 (Text phone)
TransPennine Express TransPennine Express Access information 0800 107 2149 0800 107 2061 (Text phone)
Virgin Trains Virgin Trains Access information 08000 158 123 08000 158 124 (Text phone)
Virgin Trains East Coast Virgin Trains East Coast Access information 03457 225 225 18001 03457 225 225 (Text relay service)

I am experiencing a problem collecting my tickets from the ticket machine and there isn't anyone at the station to help me, what should I do?

If there are no staff at the station, and the ticket barriers are open, you are advised to travel to the next station where you can then collect your tickets from the Ticket machine. Alternatively, you can repurchase your tickets and then apply for a refund. Please note: If you repurchase your tickets and apply for a refund, all Anytime or Off-Peak ticket refunds are subject to admin fees which are detailed in our Refunds section.

Are there any restrictions on the routes I can use?

  • Some tickets, particularly Advance tickets, require you to travel on a specific train service(s), or the services of a particular train company or companies. We will make these conditions clear to you when your purchase your ticket.
  • For all other tickets, you are allowed to make your journey on the services of any train company covering the journey you are making on the date(s) and by the route(s) on which your ticket is valid.
  • Your ticket may show that it is valid only on certain train services, such as those of a particular train company, or on trains travelling via a certain route or routes. If no specific route or train company is shown, then (subject to any time restrictions for the type of fare you have purchased) it will be valid on:
    • Any direct train service between the station(s) shown on your ticket;
    • By any service(s) (including any change of trains) over the shortest route which can be used by scheduled passenger services between the stations shown on your Ticket;
  • If you make a journey by a route that is not valid you will be liable to pay an excess fare. The train company is entitled to charge you the difference between the fare you paid and the cheapest valid fare for the service concerned.
  • If you travel beyond the destination shown on your ticket, you will be treated as having joined the train without a valid ticket for the additional part of your journey, you will need to purchase an additional ticket to continue to travel.

What causes delays on my service?

Network Rail is the company that looks after, runs and develops Britain's railway tracks. They do signalling and level crossings. They maintain bridges, tunnels and viaducts. They also run 19 of the UK's main train stations. Network Rail have a guide to the common causes for delays in your journey and the way they deal with them. Delays Explained Please note: This link directs you to the Network Rail website, ticketclever is not responsible for the content and opinions of this site.

What should I do if there is a problem collecting my tickets from a ticket machine?

If you have put in your Credit/Debit card and keyed in the 8 digit booking collection code and experience problems collecting your tickets, ask a member of staff at the station for help.

  • If there is an issue with the Ticket machine... any issue with printing from the machine should be raised with station staff
  • If there is an issue with your Credit/Debit card... please contact your Credit/Debit card provider immediately

Can I see live departure and arrivals information?

Go to the station search page. Enter the station you're looking for and click 'View Station.' This will navigate you to the live departures and arrivals information for the station you want.

How do I buy London Travelcards?

If you are booking a journey to London, we are required to offer you a London Travelcard. But we'll also tell you if we can include London travel in your journey for less without one. And we'll tell you if it would be cheaper to just to use contactless when you get there.

  • Remember that if you have a contactless bank card, you can use it to travel on the London Underground, London Overground and buses in the city
  • Capping is automatically applied when you use your contactless bank card to travel in London
  • It will often be cheaper for you to travel using contactless in London, rather than buying a London Travelcards when you buy your train travel
  • Another option is to put a £5 deposit down to get an Oyster card from one of the ticket windows by the entrance to the Underground, Overground or DLR stations

Is travel on the London Underground included in the cost of the ticket?

Yes, all the tickets required to complete your journey are packaged together and quoted in one total payment on ticketclever. This includes travel by London Underground.

What time is my London Underground train?

If you're travelling between two London train stations, as part of the journey you have booked through ticketclever, your London Underground travel is covered by the tickets you have bought.

  • Simply pass your ticket through at the London Underground barriers to get through and travel to the other station
  • You can use any London Underground trains to complete that part of your journey

At what times can I use the London Peak and Off-Peak Day Travelcards?

A Day Travelcard (Peak) can be used all day Monday to Friday, on the day of validity and for any journey that starts before 04:29 the following day. On public holidays it is cheaper to buy an Off-Peak Day Travelcard.

A Day Travelcard (Off-Peak) can be used from 09.30 Monday to Friday, all day Saturday, Sunday and public holidays, on the day of validity and for any journey that starts before 04:29 the following day.

Will the ticket barrier retain my ticket?

  • If the electronic ticket barrier is at the end of your journey, your ticket may be retained by it
  • If you require your used ticket for company expense purposes, you may wish to use the manual gate instead

Do I need to have a ticket to access the platform at the station?

  • You must be in possession of a valid ticket in order to travel by train
  • If the station has an electronic ticket barrier, you cannot access the platform without a valid ticket

What do I do if I lose my ticket?

If you have lost your ticket, you will need to purchase a new ticket if you wish to travel. The train companies will not accept liability for lost or mislaid tickets. Your ticket is evidence of your entitlement to travel on the National Rail Network and it is your responsibility to keep it safe. You might be entitled to a refund, subject to admin fees, if you locate the lost or mislaid ticket.

Do I have enough time between trains?

  • We only display tickets with estimated times between trains already taken into consideration
  • The times we use are based on advice from the rail industry people and are individually worked out for each station
  • If you think you need a longer amount of time between trains you might want to think about choosing a different departure time, or booking each part of the journey individually

I've missed my train, or think I'm about to miss it, what do I do?

Have you missed a connection?

If a delayed train means you miss an on-going connection then please speak to the train manager on the connecting train. They will give advice on a case-by-case basis on whether an additional cost will be incurred.

Did you miss your train because of a train delay?

If a train is delayed you can in some cases claim a refund through Delay Repay. Please contact the train operating company you will be travelling with.

Were you late for your train due to extenuating circumstances?

If for reasons such as severe illness etc. a person is unable to make their train, it is up to the discretion of the train company as to whether they offer any kind of remuneration. Please contact the train company you will be travelling with.

Please note: It is your responsibility to be on time for a train you are booked onto.

Can I take my pet on the train?

Most train companies will let you take up to two small animals per person for free. This includes cats, dogs, birds and hamsters etc. Animals must be kept on leads or in carriers for the entire trip and neither a pet on lead or in container may be put on seats. Animals, aside from guide dogs, are not permitted in the dining car. Animals are only allowed on board if they do not compromise the safety of other passengers. If you have any other questions about taking animals on the train, please contact the train company you will be travelling with.

Can I take my bike on the train?

You cannot reserve space for bikes on the train through our site. If you'd like more information about space for bikes on trains, please contact the train company you will be travelling with. The train operator will tell you if you are permitted to take your bike on the train and if so, whether you require a reservation.

Is there space for my pushchair on the train?

Most trains usually have room for pushchairs. If you would like more information about the train you will be travelling on, please contact the train operating company. Please note: passengers with wheelchairs have priority over pushchairs. If a wheelchair user needs the available space on the train, pushchairs must be folded up to create space.

Is there wheelchair space on the train?

Most trains have designated spaces for wheelchair users. If you would like more information about the train you will be travelling on, please contact the train operating company.

How much luggage can I take on the train?

Each person may take up to three items of personal luggage on the train. The three items of luggage can take the form of two suitcases or rucksacks and one item of hand luggage. If you want to take more than three pieces of luggage, you may be able to pay to do so. Please contact the train operating company you will be travelling with to ask about paying for extra luggage and ask whether there is enough space for your extra luggage. You may put your luggage on a spare seat if nobody needs to use it.

How can I find out details about a station?

ticketclever has dedicated station pages. You can use our station search to find information for a particular station. Our stations pages have short introductions to each station as well as facilities info. The facilities information includes information on lost property, contact details, opening hours, waiting rooms, car parking, taxi services, wheelchair access and baby changing facilities.