Collecting Tickets At Station
1. What do I need to know about collecting my tickets from a Fast Ticket machine?
2. How do I get a Fast Ticket Reference to collect my tickets from a Fast Ticket machine?
3. What am I to do when I haven't received my Fast Ticket Reference?
4. Why can't I collect my tickets from more stations?
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1. What do I need to know about collecting my tickets from a Fast Ticket machine?
When you collect your tickets from a Fast Ticket machine you MUST remember to take the credit card used to make the booking and the details of your Fast Ticket Reference.
The Fast Ticket Reference will have been generated: either at the time of booking or e-mailed to your registered address if it cannot be generated when you book and will be displayed in the "Order Status" of thetrainline.com
If you cannot find your Fast Ticket Reference please contact 0870 902 1981 with details of your booking.
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2. How do I get a Fast Ticket Reference to collect my tickets from a Fast Ticket machine?
There are a number of ways in which the Fast Ticket Reference will be returned to you:
1. At the time of booking the Fast Ticket Reference you need for collecting your ticket will be displayed on completion of your transaction.
2. If for any reason the Fast Ticket Reference cannot be generated at the time of purchase we will email it to your registered email address. Please check that the email address entered in your personal details area is correct.
3. You may check your Fast Ticket Fast Ticket Reference by re-entering the site and looking in the "Order Status" area.
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3. What am I to do when I haven't received my Fast Ticket Reference?
If you do not receive your Fast Ticket Reference by e-mail you can still obtain it by either: Looking in the "Check Booked Journeys" area of the site. The Fast Ticket Reference is a collection of 8 letters and/or numbers. Or you can telephone 0870 902 1981 and our agents will help you.
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4. Why can't I collect my tickets from more stations?
You can collect tickets bought through thetrainline at the following stations:
Bath Spa, Birmingham International, Birmingham New Street, Blackpool, Bristol Temple Meads, Cardiff, *Carlisle, Chester, Coventry, Crewe, Doncaster, Glasgow, Lancaster, Leeds, Liverpool Lime Street, London Euston, Macclesfield, Manchester Piccadilly, Newport (South Wales), *Oxenholme Lake District, Penrith, Preston, Reading, Rugby, Runcorn, Stafford, Stockport, Stoke, Warrington Bank Quay, Wigan North Western, Wilmslow, Wolverhampton.
The stations marked with an * asterisk do not have a FastTicket machine. However they do have a ticket window where your ticket can be processed.
We have plans to add more stations to our network and will update you as and when they come online.
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Ticket Delivery
1. How quickly will my tickets be delivered?
2. How do I get a Fast Ticket Reference to collect my tickets from a Fast Ticket machine?
3. What happens if my tickets don't arrive by post?
4. Can I collect my ticket at the station?
5. Why can't I collect my tickets from more stations?
6. Can I book from outside the UK?
7. How do I change the postal address for tickets to be delivered somewhere other than my registered address?
8. What happens if there isn't enough time to post my tickets before I'm due to travel?
9. Will it cost extra to have my tickets posted to me?
10. What do I need to know about ticket delivery?
11. What do I need to know about collecting my tickets at a station?
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1. How quickly will my tickets be delivered?
For bookings made Monday - Friday before 3 p.m. the vast majority (about 90%) of tickets are sent out the same day. The remainder will be sent out the following day. Different fulfilment times apply to weekends and public holidays. All tickets will be sent out by 1st Class post. If you do not receive your tickets within 72 hours of placing the order, or within 2 days of travel, whichever is soonest, please telephone us on 0870 902 1981 quoting your transaction reference number.
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2. How do I get a Fast Ticket Reference to collect my tickets from a Fast Ticket machine?
There are a number of ways in which the Fast Ticket Reference will be returned to you:
1. At the time of booking the Fast Ticket Reference you need for collecting your ticket will be displayed on completion of your transaction.
2. If for any reason the Fast Ticket Reference cannot be generated at the time of purchase we will email it to your registered email address. Please check that the email address entered in your personal details area is correct.
3. You may check your Fast Ticket Reference by looking in the "Order Status" area after booking.
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3. What happens if my tickets don't arrive by post?
In general, if you have not received your tickets within 72 hours of placing the order or within 2 days of travel, whichever is soonest you should call 0870 902 1981 with details of your journey.
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4. Can I collect my ticket at the station?
Customers wishing to collect their tickets from a station can jump the queue and use a Fastticket machine available at selected stations.
See question 5 for more details on where we offer Fastticket collection.
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5. Why can't I collect my tickets from more stations?
You can collect tickets bought through thetrainline at the following stations:
Bath Spa, Birmingham International, Birmingham New Street, Bristol Temple Meads, Cardiff Central, *Carlisle, Coventry, Crewe, Doncaster, Edinburgh, Glasgow Central, Lancaster, Leeds, Liverpool Lime Street, London Euston, London Fenchurch Street, Macclesfield, Manchester Piccadilly, Newport (South Wales), *Oxenholme Lake District, Penrith, Preston, Reading, Rugby, Runcorn, Stafford, Stockport, Stoke, Warrington Bank Quay, Wigan North Western, Wolverhampton.
We have plans to add more fastticket machines and will update you as and when they come online.
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6. Can I book from outside the UK?
You can book from outside the UK, however if your registered address is outside the UK we are unable to post your tickets to you. To receive your tickets by post you will be asked to enter a UK delivery address; alternatively, if the service is available from your departure station, you can pick up tickets from one of our Fastticket machines. Please see question 5 for more details of where we offer Fastticket collection.
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7. How do I change the postal address for tickets to be delivered somewhere other than my registered address?
On the "delivery address confirmation" page type in the postcode of the address to which you want the tickets sent. Click on "address search". You will be shown a list of addresses valid for the postcode you typed in. Select the correct address. You should see the address details have been changed in the delivery screen. Change the name details if necessary by over-typing in the white box.
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8. What happens if there isn't enough time to post my tickets before I'm due to travel?
You can still buy tickets for same day travel from any station with a Fastticket machine for travel up to 2 hours prior to departure. Tickets for same day travel from stations without a Fastticket machine should be purchased from the departure station. Please see question 5 for more details on where we offer Fastticket collection.
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9. Will it cost extra to have my tickets posted to me?
If you order your tickets with the postal option for delivery, we will send them by First Class Royal Mail. The cost of postage is included in the price paid for your tickets and we do not charge a supplement for posting tickets.
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10. What do I need to know about ticket delivery?
If you are to receive your tickets by post, check the postal address. If you have selected the Fastticket option, choose the location of the machine from which you wish to collect your ticket, and the e-mail address to which you want your Fast Ticket Reference to be sent.
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11. What do I need to know about collecting my tickets at a station?
If you are collecting tickets from a Fastticket machine please remember to take the Fast Ticket Reference and the credit card used to make the booking when you collect your ticket.
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Next Day Delivery
1. When are Special Delivery tickets delivered?
2. What is the deadline for booking tickets to be delivered by Special Delivery?
3. Is a signature required for Special Delivery bookings?
4. What do I do if my tickets don't arrive next day?
5. Can I track my Special Delivery booking?
6. How much does Special Delivery cost?
7. Is the cost of Special Delivery refundable?
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1. When are Special Delivery tickets delivered?
The Special Delivery service from the Royal Mail guarantees delivery for tickets booked before 3pm, by 12 noon the following working day to most destinations in the UK. Some remote areas and islands in Scotland will take longer to reach. Please click here for more information.
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2. What is the deadline for booking tickets to be delivered by Special Delivery?
Tickets to be delivered by Royal Mail Special Delivery booked by 3pm, Monday to Friday will be dispatched that afternoon for delivery by 12 noon the following working day. The Special Delivery service is available to all customers of thetrainline.
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3. Is a signature required for Special Delivery bookings?
Someone will be required to sign for tickets if you have requested Special Delivery. This is standard procedure for Royal Mail Special Delivery.
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4. What do I do if my tickets don't arrive next day?
If you booked your tickets before 3pm on a working day you should receive your tickets next working day. If they do not arrive next day please telephone 0845 700 1200 where a Royal Mail will be happy to help.
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5. Can I track my Special Delivery booking?
We will provide you with your Special Delivery number by 6pm of the day you place your booking. The tracking number is available from the check order status area of the site. You can then use either the Royal Mail's on-line facility by visiting http://www.royalmail.co.uk or by telephoning them on 0845 700 1200.
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6. How much does Special Delivery cost?
Use of the Royal Mail's Special Delivery ticket arrangement fee of £5 per delivery address. The Special Delivery is available to all customers of thetrainline.
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7. Is the cost of Special Delivery refundable?
No, the £5 ticket arrangement fee is not refundable.
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Same Day Delivery
1. How can I get Same Day Delivery service?
2. How much does it cost?
3. What post codes are defined as inner and outer London?
4. How late in the day do you make deliveries?
5. How long does it take for you to deliver tickets?
6. Do I personally have to sign for a delivery?
7. What if no one is available to receive my tickets or the courier is unable to leave the tickets?
8. What if I place my order after 15:00 and I miss the cut off time?
9. Can I get Same Day Delivery to my Post Office Box number?
10. How do I confirm if my order is being delivered by Same Day Delivery?
11. Why do I need to leave a contact number?
12. What do I do if I do not receive my ticket by the stated time?
13. Do you offer Same Day outside London?
14. Is the ticket arrangement fee for Same Day Delivery refundable?
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1. How can I get Same Day Delivery service?
Same Day Delivery is available to selected London postcodes. Orders can be placed between 09:00 and 15:00 Monday to Friday (excluding Saturdays, Sundays and Bank Holidays) and we aim to deliver before 18:00.
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2. How much does it cost?
The cost is dependent on your chosen delivery address. Same Day Delivery splits London into two areas defined by postcode.
For inner London we charge £10 and outer London we charge £15.
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3. What post codes are defined as inner and outer London?
Inner London (£10)
- W1, W2, W6, W8, W9, W10, W11, W12, W14
- WC1, WC2, EC1, EC2, EC3, EC4
- EC1A, EC1M, EC1N, EC1P, EC1V, EC1Y
- EC2A, EC2M, EC2N, EC2P, EC2R, EC2V, EC2Y
- EC3A , EC3M, EC3N, EC3P, EC3R, EC3V
- EC4A, EC4M, EC4N , EC4P, EC4R, EC4V, EC4Y
- E1, E2, E3, E8, E9, E14
- SE1, SE5, SE11, SE16, SE17
- SW1, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11,
- SW1A,SW1E, SW1H, SW1P, SW1V, SW1W, SW1X, SW1Y
- N1, N5, N7
- NW1, NW3, NW5, NW6, NW8
- W1A, W1B, W1C, W1D, W1F, W1G, W1H, W1J, W1K, W1S, W1T, W1U, W1W
- WC1A, WC1B, WC1E, WC1H, WC1N, WC1R, WC1V, WC1X
- WC2A, WC2B, WC2E, WC2H, WC2N, WC2R
Outer London (£15)
- W3, W4, W5, W7, W13,
- E4, E5, E6, E7, E10, E11, E12, E13, E15, E16, E17
- SE2, SE3, SE4, SE6, SE7, SE8, SE9, SE10, SE12, SE13, SE14, SE15, SE18, SE19
- SE20, SE21, SE22, SE23, SE24, SE25, SE26, SE27, SE28
- SW2, SW12, SW13, SW14, SW15, SW16, SW17, SW18, SW19, SW20
- N2, N3, N4, N6, N8, N9, N10, N11, N12, N13, N14, N15, N16, N17, N18, N19, N20, N21, N22
- NW2, NW4, NW7, NW9, NW10, NW11
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4. How late in the day do you make deliveries?
We aim to have all tickets booked before 15:00 delivered by 18:00.
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5. How long does it take for you to deliver tickets?
Depending on your location we aim to get tickets to customers within 2 to 4 hours of the order being placed. We aim to have all tickets booked before 15:00 delivered by 18:00.
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6. Do I personally have to sign for a delivery?
No, you do not have to but there must be someone available to sign for the tickets on delivery. For business addresses, there should be someone available on site to accept deliveries up until 6pm Monday to Friday (excluding Bank Holidays).
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7. What if no one is available to receive my tickets or the courier is unable to leave the tickets?
If you’ve left us a contact number we will try to contact you to arrange delivery. If we are unable to contact you and the courier is unable to leave the tickets with somebody they will attempt to deliver at a later time.
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8. What if I place my order after 15:00 and I miss the cut off time?
If you still want to use this service we can deliver for 11:00 the next working day (excluding weekends and Bank Holidays).
If you are travelling that day you may be able to collect your ticket from a FastTicket machine available at selected stations. Tickets are usually available for collection 2 hours after placing your order.
Alternatively you can use our Next Day Special Delivery service.This service guarantees delivery by 12:00 the next working day.
Either option can be selected by clicking on “Choose another address or delivery method” at the bottom of the Address Details page..
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9. Can I get Same Day Delivery to my Post Office Box number?
As we require a signature on delivery, we cannot deliver to Post Office Boxes.
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10. How do I confirm if my order is being delivered by Same Day Delivery?
Before you enter your payment details we will confirm if we can deliver to your address and the time we can deliver.
We also send confirmation and an order reference number in your confirmation e-mail, which will be sent shortly after your booking has been placed.
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11. Why do I need to leave a contact number?
In the unlikely event of a problem we may need to contact you to arrange an alternative delivery. We can e-mail you but given the short time scales involved it will be easier to contact you by phone.
This number will not be used for marketing or promotional purposes.
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12. What do I do if I do not receive my ticket by the stated time?
If you do not receive your ticket by the time stated on your confirmation e-mail please call 0870 902 1981 where an agent will be happy to help. Please have your transaction reference number to hand.
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13. Do you offer Same Day outside London?
Currently we do not offer Same Day Delivery outside of London. We plan to offer the service to other areas of the UK in the near future.
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14. Is the ticket arrangement fee for Same Day Delivery refundable?
No, the ticket arrangement fee for Same Day delivery is not refundable.
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