Know your rail rights

• Subject to availability, limited numbers.
• Valid only on date and train shown on the ticket.
• Non-refundable except if there is disruption.
• Date/time can be changed before departure of the first reserved train (fee may apply).
• No break of journey allowed.
• Some railcard discounts apply.

• These tickets may require you to travel at specific times of day, days of the week or on a specific route.
• Break of journey allowed (subject to some restrictions).
• Refundable subject to admin fee (no fee if service is cancelled/delayed).
• Railcard discounts apply.
• Where there is more than one Off-Peak fare for a journey, the cheaper fare with more restrictions will be called Super Off-Peak.

• Fully flexible.
• Refundable subject to admin fee (no fee if service is cancelled/delayed).
• Railcard discounts apply.
• Can break your journey at stations along the route of travel (except on London Underground/DLR).
• Anytime Day tickets valid on date shown on ticket and up to 04:29 the following day.
• Anytime Single must be used within 2 days of the date shown on the ticket and up until 04:29 after the last day of validity.
• For Anytime Return tickets, the outward journey must be made within 5 days and up until 04:29 after the last day of validity; the return portion must be used within one calendar month and up until 04:29 after the last day of validity.

• You can buy a season ticket for seven days or any period between one month and a year.
• Unless your season ticket says it can only be used to travel with a specific train company, it is valid on all services on the route/within the zones for which the ticket is issued.
• Season Tickets are available for most short and medium distance journeys on the National Rail network, and for some long-distance journeys where a train company chooses to offer them.
• If you no longer need your Season Ticket, you can request a refund from the retailer you bought it from. An admin fee may be payable. 
• The refund amount will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket up to and including the date a refund is requested.
• The National Rail website has a calculator (National Rail Enquiries - Refunds) so you can work out the approximate refund value of your ticket. Because of the discounts on longer term Season Tickets, refunds are not made pro-rata and so there may be no monetary value to your refund once your Season Ticket is nearing expiry. 
   

• Railcards can save you 1/3 on rail fares. 
• You can choose from national Railcards or regional Railcards that cover specific geographical areas.
• National Railcard options include 16-25 Railcard, 26-30 Railcard, Disabled Persons Railcard, Family & Friends Railcard, Network Railcard, Senior Railcard, Two Together Railcard, and Veterans Railcard. 
• There may be some restrictions on when you can use certain Railcards so check the individual Railcard terms and conditions for further information.
• You must always carry your Railcard with you during the journey in order to qualify for the discount.
• Further details about National Railcards are available on the National Rail website.
• Regional Railcard options and information are available on the National Rail website.
   

• An mTicket is a train ticket that is held on your mobile device in a rail travel app.
• It includes a barcode that holds your ticket information, and you will need to activate it before the barcode can be read.
• If you are unable to show a valid barcode, this may be classed as travelling without a valid ticket.
• Ensure your mobile device is charged and your screen is in good condition so that the ticket barcode can be scanned and validated.

• If you have an Off-Peak or Anytime ticket and you apply for a refund on an unused ticket, an admin fee of no more than £10 may apply.
• Customers can apply for refunds up to four weeks from the last day that the ticket was valid.
• Advance tickets are only refundable if disruption to your booked journey means you do not travel.

Unexpired Season Tickets can be submitted for refund to the retailer or train company you bought it from. The refund is calculated from the date after the Season Ticket was returned.

The refund value will be the difference between the price you paid and the cost of a ticket/tickets for the period for which you have used the Season Ticket. An admin charge of no more than £10 may be payable.

Refunds can only be backdated with evidence that illness prevented you from travelling. (National Rail Conditions of Travel, Condition 40.4). 

To see how much you could get back on your Season Ticket, try the Season Ticket Refund Calculator. 

• Pre-Journey –ensure customers are able to obtain timely and accurate information via all channels (web, contact centres, telephone services)
• At the station – tell you as soon as they know which platform your train will depart from and let you know if you need to travel in a particular part of the train 
• On the train – let you know when the train is approaching the next station to give you time to get ready to leave the train. Announcements should be consistent with the Passenger Information Screens (PIS) which themselves should be updated at the start of the journey and throughout
• During times of disruption – add prominent warnings to websites and give an estimate for how long the disruption will last.

To show how the Pledges apply locally, the train operator must also have a web page at 'toc.co.uk/pledges' which gives details of how it intends to meet the requirements. 

ORR reviews compliance with the pledges and monitors their implementation to ensure that the local documents are an accurate reflection of the passenger experience even during times of disruption.