Frequently Asked Questions & Answers
The following questions are what are most asked by visitors to the Splittickets.com web site:-
What are split train tickets?
Split Train Tickets are when you purchase and travel using separate tickets for two or more sectors of the rail route you are traveling on instead of just one more expensive through ticket without affecting your travel options in any way.
For example, if you wanted to travel from Station A to Station D, you would expect to buy a ticket direct from A to D. However, you may find it a lot cheaper to buy a ticket from A to B, and another from B to C and still another from C to D for a cheaper combined train ticket price. This is especially true when not all sectors of your journey are during peak time.
Are split train tickets legal?
The National Conditions of Carriage clearly state that you may use more than one ticket to complete the train journey provided that "the train you are in calls at a station where you change from one ticket to another" and this means that split ticketing is allowed and legal. The following extract from section 19 of the National Conditions of Carriage could not be any clearer:-
19. Using a combination of tickets
You may use two or more tickets for one journey as long as together they cover the entire journey and one of the following applies:
(a) they are both Zonal Tickets unless special conditions prohibit their use in this way. The Ticket Seller will, if you ask, advise you whether you can use a Zonal Ticket in combination with another ticket.
(b) the train you are in calls at a station where you change from one ticket to another;
(c) one of the tickets is a Season Ticket (which for this purpose does not include Season Tickets or travel passes issued on behalf of a passenger transport executive or local authority) or a leisure travel pass, and the other ticket(s) is/ are not.
To confirm this information refer to section 19 of the National Rail Conditions of Carriage that you may view here.
How Do You Find These Split Tickets?
When you perform a train ticket price search using our service we first find the cheapest available train tickets for your journey. We then use that ticket option to determine if any cheaper split ticket choices are available without affecting how you would travel had you not used split tickets and then offer you that split ticket option and the additional savings enjoyed.
Do SplitTickets.com charge any fees?
Splittickets.com is a free service aimed at helping the general public lawfully pay less for rail journeys. We do however charge a nominal fee equal to 10% of any additional savings we find you. For example, if our service finds you additional savings totaling £46.00 we will charge you a service fee of £4.60, you will however then still pay £41.40 less than you otherwise could have for your train tickets without using our service. In event we cannot find you additional savings we will not charge you any fee for using our service.
My train was delayed or cancelled what can I do?
In the event of delays or missing connections split train tickets give you the same rights as more expensive through tickets allowing you to take the next appropriate train if any of your tickets are Advance tickets and provided that you were on time for your first train.
If your ticket(s) are non refundable or your train was delayed but you still chose to travel you may be entitled to compensation from the Train company who operated your journey, please click here for a list of the train operating companies and their contact details. If you are unsure which train company you traveled with please refer to your itinerary in the ticket confirmation email or letter.
SplitTickets.com, and our related internet portals, do not sell train tickets but only endeavor to identify and offer you moneysaving split train ticket options on the train route that you have selected and then provide you with a gateway to purchase those tickets from Raileasy. The FAQ below hence relates to Raileasy and the service they provide:-
What are my ticket delivery options?
We always recommend Ticket on Departure (TOD) i.e. collection at the station. With TOD you can collect your tickets from the moment you book from any TOD station, all you need is the credit or debit card you made the booking with and your 8 digit reference number. Remember if you're booking in advance collect your tickets before your card expires if this is before you departure date. We appreciate that TOD cannot always be possible so you can opt for postal delivery: either first class (£1.50) or special delivery (£7.50). We always recommended recorded delivery to our customers who opt for postal to guarantee their tickets safe arrival and we can only post to the UK (excluding Ireland). Please check and double check your address before purchase.
Can I book if I live outside of the UK?
Yes you can book tickets if you live outside the UK. Make sure you enter the correct billing address with the correct country, i.e. the one that is held by your bank or card issuer. Please do not enter a foreign address with UK as the country. Please be aware we can only post to the UK (excluding Ireland).
Can I change my delivery method?
If there is enough time we can have your TOD tickets posted either via first class (£1.50) or special delivery (£7.50), however we always recommend TOD as the best method of collection. If this is not an option we recommend special delivery to guarantee your tickets safe arrival as we cannot accept responsibility for TOD tickets that end up lost in the post. If you have selected for your tickets to be posted you cannot then change for collection at the station.
Can I change my seat reservations?
Under extreme certain circumstances we can change seat reservations. For example, if a Mother and Child are not sat together we will try our best to reserve seats next to each other.
Can I get fare quotes for journeys via email?
Unfortunately, due to fares changing all the time we cannot offer quotes via email. Please use our site for up to date information on Fares, Times and Ticket Types.
Can you tell me where my seat reservations are?
Refer to your email confirmation or letter, where you will find your itinerary which includes the coach and seat number of your reservations.
Do I always get a seat reservation? / Why have I not got a seat reservation?
Seat reservations are only compulsory for cheap advance tickets which are subject to availability. Once you have selected your chosen fare and times click on 'For details of the selected fare, click here' for details on the ticket type. Seat reservations are not compulsory for flexible tickets as you can travel anytime; you have to select a time to make sure the fare is valid for the intended time of travel and seating preferences are requested as we may be able to assign reservations. We may also be able to assign reservations for your flexible ticket on request, please be aware reservations and seating preferences are subject to availability and cannot be guaranteed. An area of the train is left un-reserved on the day to accommodate these flexible tickets.
Do Raileasy charge a credit/debit card or booking fee?
At the moment Raileasy charges a booking fee of £2.50. We charge a credit card fee of 4.5% of the total transaction. When 2.5% of the total transaction works out to be more than £5 we charge a fee of 2.5% instead. Raileasy DOES NOT charge for using debit cards. The discrepancy in charges will be detailed out to you on the payment page, before payment is taken. As an impartial, independent retailer with no connection to any of the train companies we earn a small commission on each of the train tickets purchased through us. Out of this commission we have to pay up to 90p (depending on where the ticket is printed) to the train company when the ticket is ticketed. To cover this cost we charge a booking fee. Much as we'd love to drop the booking fee, apart from the cost of printing the ticket, there are a number of other charges we have to pay out of the commission for accessing industry systems etc., which means that it sometimes costs us more to issue the ticket than the money we receive from selling it. This does not include the other overheads we have to pay out for such as merchant fees from card companies, software and programming costs etc. As there is no feasible way of covering all these costs from the commission we receive, we also have a small card charge.
How can I check if the is any line disruption or engineering works affecting my journey?
You can check current service alterations (click here) on National Rail. Please check to see if your journey is affected by engineering works BEFORE you book.
How do I book a seat for my child under 5?
Children under the age of 5 travel free but they do not get a seat and must sit on an adults lap. If you wish for them to have a seat you must book them as a child between the ages of 5-15.
How do I go about contacting the Train Operating Companies?
You will find a list of the Train Operating Companies and their details under travel info on our site or by clicking here. The Train Companies can be contacted through email, telephone and post or through their company websites.
How do I make a complaint about my train journey?
If you wish to make a complaint about your train journey you will have to contact the train company who operated the journey or affected portion of. You will find a list of the TOCs and their contact details here. If you are unsure which TOC you experienced problems with please refer to your itinerary in your confirmation email. Although it always recommended that the customer contacts the train company directly to ensure the swiftest response we would be happy to contact them on your behalf if you are experiencing difficulty.
I have booked my ticket with a solo card and I have been told that I cannot use a ticket machine. Is this true?
No, this is not true. To collect your ticket at a fast ticket collection machine, you simply need to bring the debit or credit card you made your booking with (this includes solo cards!) and your Raileasy ticket reference number.
Is it possible to purchase tickets on behalf of someone else?
It is possible to purchase tickets on another person's behalf. Please be aware that if you book tickets TOD (collection at the station) you will need the credit or debit card you booked with in order to collect them.
I’ve opted to collect my ticket at the station (TOD) but I’ve not got my card because it’s been lost or stolen!
It is not possible to collect your tickets from a TOD machine without this card. If you are not in possession of the credit or debit card you originally booked with, you must contact Raileasy as soon as possible. Please phone 0906 2000 500 (at £1.02 per minute from BT UK landlines, costs from other networks and mobiles may vary), opening hours 0700-2000 Mon-Fri; 0800-2000 Sat/Sun. Depending on how much notice you give us, we might be able to send them by first class post or special delivery. If there isn't time, you will have to buy new tickets and we will refund you the original tickets less a £10 admin fee. Remember you can collect your tickets from the moment you book from any TOD station (not just your departure point) to avoid such problems. Please click here for a list of TOD stations. Please note that if you call outside of opening hours you may still be charged.
What is verified by VISA/Mastercard Secure Code?
Verified by Visa is a simple password-protected identity-checking service that takes the risk out of online retail for Raileasy and our customers. You get protection from fraudulent transactions and the costs associated with it, giving you the reassurance you need to spend with confidence. Verified by Visa protects your card twice when you shop online with Visa - firstly with a personal message, and secondly with your own secret password.
MasterCard SecureCode is a simple and secure way to pay at thousands of online stores. A private code known only to you and your bank, your SecureCode enhances your existing MasterCard account by protecting you against unauthorized use of your card when shopping online at participating online retailers.
When can I expect my refund?
Refunds take up to 28 days to process once the refund request and unused tickets (if applicable) have been received. The money will be credited to the account used in the booking. Once the money has been credited to your card it can take up to ten working days to reach your account (the process time will depend upon your bank or card issuer).
Why Do Raileasy Charge Fees?
As an impartial, independent retailer with no connection to any of the train companies we earn a small commission on each train ticket purchased through us. Out of this commission we have to pay up to 90p (depending on where the ticket is printed) to the train company when the ticket is ticketed. To cover this cost we charge a booking fee. Much as we'd love to drop the booking fee, apart from the cost of printing the ticket, there are a several other charges we have to pay out of the commission for accessing industry systems etc., which means that it sometimes costs us more to issue the ticket than the money we receive from selling it. This does not include the other overheads we have to pay out for such as merchant fees from card companies, software and programming costs etc. As there is no feasible way of covering all these costs from the commission we receive, we also have a small card charge.
Why won’t my card authorise?
Please ensure that the billings details you are entering and any security details (if you are registered with Mastercard Securecode or Verified by Visa) are the same as those held by your bank. Please check with your bank or card issuer if you are unsure. If you are ordering for someone else, and you want them delivered to this person, enter your own billing address and tick the box for an alternative delivery address. Do not enter a delivery address in the billing field if it is not the same address to which the card is registered.
More information pertaining your rights and the train operators obligations that apply to all passengers and all train operating companies on the National Rail Network in the U.K. is detailed in the National Rail Conditions of Carriage.