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Using your Season Ticket

When you can travel

Most Season Tickets are return “Anytime” tickets; therefore you have the complete freedom to travel at any time of day between the origin and destination stations you specify (in both directions). You can use your Season Ticket as often as you like while the ticket is valid. Your Season Ticket is non-transferrable and must only be used by you.

Some Season Tickets are restricted to specific routes between two stations; to specific train companies and/or to travel at off-peak times, so you should make sure that you select the correct ticket for your requirements. These tickets are generally cheaper than “any permitted” route/train company tickets but clearly are more restrictive. When you select an origin and destination we will automatically provide you with all the different options available on that route.

Photocards

A Season Ticket is only valid when accompanied by a National Rail photocard.

If you do not have a photocard, you can upload a recent passport style photograph of yourself and we will supply a photocard, free of charge, along with your Season Ticket. You need to provide a photocard number when you make a booking and this number will be printed on your Season Ticket.

For your Season Ticket to be valid, you must show both your Season Ticket and photocard with matching numbers if requested by rail staff. Failure to provide a photocard with your Season Ticket when requested by a member of train company staff may result in being charged for a day ticket or a penalty fare.

Season Ticket left at home

If you leave your Season Ticket at home you will need to buy another ticket to travel.

You can subsequently request a refund on the additional ticket purchased. You can request a maximum of two refunds in any 12 month period, but you must show your valid Season Ticket (including photocard) when requesting it.

First Occasion

Full Refund

Second Occasion

Full Refund, less a £10.00 administrative charge

Further Occasions

No Refund

You must request this refund from the train station where you purchased your ticket to travel and they will give you an immediate refund.

Disruption/Performance Compensation

Generally there are two types of compensation scheme available to Season Ticket travellers when performance on the route does not meet targets.

The levels of compensation vary between train companies, as do the minimum qualifying periods. The companies are not obliged to pay compensation if the delay was caused by events outside the railway’s control: e.g. severe weather, vandalism or when emergency services close the line. But some may. Please refer to each company’s Passenger Charter information on their individual websites (see below).

National Rail Passenger Charter Discount Scheme

Some train companies still operate the original National Rail Passenger’s Charter compensation scheme.

Under its rules, you may qualify for a discount on your next Season Ticket when you renew it, if the performance targets for the route or routes you travel on have not been met on either a specific day(s) or over a prolonged period of time.

In order to qualify for a Passenger Charter discount your new Season Ticket must:

• Start within 28 days of the expiry of your previous ticket;
• Be on the same route; and
• Be for the same or a lesser period of travel (must be for a month or more)

Any discount(s) to which you are entitled will be automatically calculated and deducted from the cost of your ticket when you renew your ticket with LoveRail.com, and we will show you the full details of any discount (s) during the booking process.

If you previously purchased a ticket from another sales outlet such as a train station or other online retailer, you will still receive any Passenger Charter discount to which you are entitled when you renew with us just by providing a few details from your current ticket.

Delay Repay

An increasing number of train companies now operate the ‘Delay Repay’ scheme.

Under this you are entitled to compensation each time you are delayed at least 30 minutes, regardless of the cause. You have to make a claim - it is not paid out automatically. Details on how to claim will be on the train company's website. Under this scheme you will receive compensation in the form of National Rail Travel Vouchers, which can be used as payment or part payment towards any rail ticket, including a Season Ticket through LoveRail.com.

You can check each train company's Passenger Charter discount or apply for a Delay Repay refund via the links below:

• Abellio Greater Anglia
• Arriva Trains Wales
• C2C
• Chiltern Railways
• Cross Country
• East Midlands Trains
• Govia Thameslink Railway
• Great Western Railway
• First Hull Trains
• First Transpennine Express
• Grand Central
• London Midland
• London Overground
• Merseyrail
• Northern Rail
• ScotRail
• Southeastern
• Southen
• Gatwick Express
• South Western Railway
• Virgin Trains West Coast
• Virgin Trains East Coast

Delivery of your Season Ticket

When you order a train Season Ticket through LoveRail.com we will send you your ticket to an address of your choice anywhere in the UK.

For all orders received before 5pm we will print and dispatch your ticket the same working day, if the start date of your ticket is 14 days or less time. Under National Rail retailing rules it is not permitted to issue a ticket before 14 days prior to the start date, so if you wish to order a ticket more than 14 days in advance, we will complete and confirm your order the same day, but we will “hold” the actual printing and dispatch of your ticket until 14 days before the start date when it will then be automatically printed and despatched.

Please note that tickets are despatched Monday to Friday and Saturday morning. Any bookings received after 11am on Saturday or on a Sunday will not be despatched until the following Monday.

If you have ordered a Flexi Season, then this ticket will not be issued as a paper (CCST) ticket but it will be issued as a barcoded e-ticket. Once your order is completed, you will be sent by email a link to your Flexi season account where your 8 day passes will be stored. To use a pass you need to activate it and you will then be able to download a pass to your phone or print off a pdf. Please see the section on Flexi Seasons for more information.

All of our Season Tickets are sent out by Royal Mail and there are 3 different delivery options available:

Please note that if your booking requires you to send us National Rail Delay Repay vouchers; an original Season Ticket in the case of a Changeover; or to upload a photo for a Photocard, then your Season Ticket order will be processed and your ticket will be despatched on the same day these items are received, (subject to National Rail rules on issuing Season Tickets before 14 days prior to the start date highlighted above).

Refunding your Season Ticket

If you no longer need to use your Season Ticket then you can apply for a refund for any unused period.

Refunds can only be issued by the by the original retailer of the ticket, so if you have previously purchased through another outlet such as a train station then you need to go back to that outlet to apply for your refund However if you purchased your ticket from us, then Refunding your Season Ticket is quick and easy!

Weekly Season Tickets

You can apply for a refund, at long as you have at least 3 days' validity left on your weekly Season Ticket.

Flexi Season Tickets

Any unused passes on a Flexi Season ticket can be refunded as long as the refund request is made BEFORE the expiry of the 28 day validity. Unfortunately we are not allowed to process any refunds received after this time.

The refund given will be the difference, if any, between:

• the price paid for the ticket; and
• the total cost of the number of passes which have been used, which are charged at the price of the Anytime daily Return fare on the route you are travelling.
• As the original fare was based on a discount on the Anytime Return fare this means the amount you receive will not usually be pro rata to the price of the ticket and, in some cases, there may be no refund payable.
• To apply for a refund, you simply need to login to your LoveRail.com account and the details of your Flexi Season Ticket will be displayed. Select the Refund Ticket option from the dropdown on the order and this will take you to a page which automatically displays your refund calculation. Once you are happy with the refund, you should click the “submit request’ button. A refund summary page will be displayed. Please note that once you submit a refund request any remaining passes will be cancelled and it will not be possible to use them.
• There is a £10.00 administration fee for processing a Season Ticket refund.

Monthly or longer, including Annual Season Tickets

You can apply for a refund if you have at least 14 days' validity left on your Season Ticket

The refund given will be the difference, if any, between:

• the price paid for the Season Ticket; and
• the total cost of the combination of tickets that you would have needed to make one return journey a day up to the date the Season Ticket was handed in, less a reasonable administrative charge

This means the amount you receive will not usually be pro rata to the price of the ticket and, in some cases, there may be no refund payable. The refund will calculated from the date you submit your refund request and will take into account the number of days already used, which will include the day on which you make your request.

To apply for a refund, you simply need to login to your LoveRail.com account and the details of your current Season Ticket will be displayed. Select the Refund Ticket option from the dropdown on the order and this will take you to a page which automatically displays your refund calculation. Once you are happy with the refund, you should click the “submit request’ button. A refund summary page will be displayed. Please print out this page and send it back to us along with your Season Ticket. We recommend using a tracked delivery service for the return of Season Tickets. There is a £10.00 administration fee for processing a Season Tcket refund.

Once your Season Ticket has been received we will email you with confirmation of this and confirm the details of the credit/debit card onto which you want your refund to be paid, which should be the same one as you originally used to pay for the ticket. If you no longer have this card or it has been reissued then you should contact us.

Replacing a Damaged Ticket

My Season Ticket does not work in the automatic ticket barriers

The coding on the magnetic strip on the back of a Season Ticket is used to operate automated ticket barriers and gates. If the ticket becomes damaged or has been affected by an external magnetic field the strip may not be “readable”. To replace a Season Ticket which no longer works in the automatic ticket barriers, your ticket simply needs to be returned to us and we will replace it free of charge. Alternatively you might find it easier and more convenient to take it to your local train station who will be able to also replace the ticket without charge, while you wait.

If you wish to apply for a replacement Season Ticket from us, simply login to your Loverail.com account and the details of your Season Ticket will be displayed. Select the Faulty Ticket option from the dropdown on the order and this will take you to a page where you must enter the delivery details of where you would like your replacement ticket sent to.

You must send the original Season Ticket back to us along with a copy of the Order Confirmation page to the specified address. We strongly recommend that any tickets are sent by Royal Mail Special Delivery or an alternative method with adequate insurance to cover the value of the ticket being returned.

Travelling while waiting for a new Season Ticket

If you are sending your Season Ticket to us for replacement and you still need to travel, then you will need to purchase a daily or weekly Season Ticket(s) for use, which must be on the same route and class of the season ticket being replaced.

A full refund on any ticket(s) purchased can be obtained by returning them to the place of purchase. You will also need to complete a refund form which will be available from the train station ticket office. We would also advise you to take a copy of the confirmation email we send you confirming your application for a replacement ticket as proof that you are entitled to a free refund of any interim tickets.

Faded / Unreadable Season Ticket

We know that with frequent use tickets can sometimes become worn and difficult to read (even though they may still work in any automated barriers).

To replace a Season Ticket where the print has faded and some or all of the information is no longer legible then we will replace it free of charge if you notify and return it to us. To apply for a replacement Season Ticket, simply login to your Loverail.com account and the details of your Season Ticket will be displayed. Select the Unreadable Ticket option from the dropdown on the Order and confirm where you would like your replacement ticket sent to.

Before we are able to issue a replacement ticket you must send the original Season Ticket back to us along with a copy of the Order Confirmation page. We strongly recommend that any tickets are sent by Royal Mail Special Delivery or an alternative method with adequate insurance to cover the value of the ticket being returned. As soon as this is received we will issue and dispatch a replacement ticket the same day.

Travelling while waiting for a new Season Ticket

If you are sending your Season Ticket to us for replacement and you still need to travel, then you will need to purchase a daily or weekly Season Ticket(s) for use, which must be on the same route and class of the season ticket being replaced.

A full refund on any ticket(s) purchased can be obtained by returning them to the place of purchase. You will also need to complete a refund form which will be available from the train station ticket office. We would also advise you to take a copy of the confirmation email we send you confirming your application for a replacement ticket as proof that you are entitled to a free refund of any interim tickets.

Lost Ticket

If your Season Ticket is for a period of one month or more and has been lost or mislaid then it can be replaced with the approval of the Train Company upon whose services are being used.

The details of the loss need to be provided and in some cases (normally if you have had more than one loss in a year) you may be required to have a telephone or face to face interview to establish the full circumstances of the loss.

However if it is your first loss within the last 12 months, then we will arrange to replace and dispatch your season ticket on the same day that we receive your request for a replacement ticket. If you have had more than one loss in a 12 month period, we will refer your request to the train company concerned and they will advise us whether or not we can issue a further replacement or if they require more details. This will normally be done within 5 working days.

If your photocard has also been lost at the same time, then a replacement photocard can also be provided. If you have previously ordered a photocard from us then we will use the existing picture we have. If you had a photocard which was issued at a station or by another retailer then we can issue you with a new photocard along with your replacement ticket, but you will need to download a new “passport style” photo. Please note that where we issue a new photocard this will have a new photocard number – which will also be printed onto your replacement ticket.

There is a £20.00 administration fee for a lost Season Ticket replacement.

To apply for a replacement Season Ticket, simply login to your Loverail.com account and the details of your Season Ticket will be displayed. Select the Lost Ticket option from the dropdown on the order and this will take you to a page where you can enter the circumstances of the loss, whether you need a replacement photocard or not, and the delivery details of where you would like your replacement ticket sent to.

If your original Season Ticket subsequently turns up then you must return it to us.

Travelling while waiting for a new Season Ticket

While you are waiting for your Season Ticket to be replaced, if you still need to travel, then you will need to purchase a daily or weekly Season Ticket(s) to use, which must be on the same route and class of the season ticket being replaced. This can be done at any UK train station.

A full refund on any ticket(s) purchased can be obtained by returning them to the place of purchase. You will also need to complete a refund form which will be available from the train station ticket office. We would also advise you to take a copy of the confirmation email we send you confirming your application for a replacement ticket as proof that you are entitled to a free refund of any interim tickets.

Stolen Ticket

If your Season Ticket is for a period of one month or more and has been stolen then it can be replaced with the approval of the Train Company upon whose services are being used.

The details of the theft need to be provided in full and you may be required to have a telephone or face to face interview to establish the full circumstances of the theft.

If it is your first loss within the last 12 months, then we will arrange to replace and dispatch your season ticket on the same day that we receive your request for a replacement ticket. If however you have had more than one loss or stolen ticket in a 12 month period, we will refer your request to the train company concerned and they will advise us whether or not we can issue a further replacement or if they require more details. This will normally be done within 5 working days.

If your photocard has also been stolen at the same time, then a replacement photocard can also be provided. If you have previously ordered a photocard from us then we will use the existing picture we have. If you had a photocard which was issued at a station or by another retailer then we can issue you with a new photocard along with your replacement ticket, but you will need to download a new “passport style” photo. Please note that where we issue a new photocard this will have a new photocard number – which will also be printed onto your replacement ticket.

There is a £20.00 administration fee for a stolen Season Ticket replacement.

To apply for a replacement Season Ticket, login to your Loverail.com account and the details of your Season Ticket will be displayed. Select the Stolen Ticket option from the dropdown on the order and this will take you to a page where you must enter the circumstances of the theft including the date the crime was reported and the Police crime reference number; whether you need a replacement photocard or not; and the delivery details of where you would like your replacement ticket sent to.

Travelling while waiting for a new Season Ticket

While you are waiting for your Season Ticket to be replaced, if you still need to travel, then you will need to purchase a daily or weekly Season Ticket(s) to use, which must be on the same route and class of the season ticket being replaced. This can be done at any UK train station.

A full refund on any ticket(s) purchased can be obtained by returning them to the place of purchase. You will also need to complete a refund form which will be available from the train station ticket office. We would also advise you to take a copy of the confirmation email we send you confirming your application for a replacement ticket as proof that you are entitled to a free refund of any interim tickets.

Changing a Season Ticket (Changeover)

If you find that you need to change your Season Ticket as a result of moving house or your job, and you need to change the origin and/or destination stations on your existing ticket then this is possible.

This is generally known as a “Changeover” and involves changing the route of your existing ticket but not the expiry date.

You simply need to provide the new journey and class of travel information and we will automatically calculate whether you will entitled to a refund (where the new route is cheaper than the old one) or there is an additional amount to pay (where the new route is more expensive). As well as the journey details you can also change the class of travel if you wish, but you cannot change the expiry date, this will be the same as your current ticket.

Changeovers can only be undertaken on Season Tickets which are for a period of one month or more and which have at least 14 days validity remaining. There is no charge made for a Changeover.

To apply to change your Season Ticket, simple login to your Loverail.com account and the details of your Season Ticket will be displayed. Select the Change Ticket option from the dropdown on the Order and this will take you to a page where you can enter the details of your new journey and/or class of travel. We will confirm whether or not a refund is due or if any further amount is payable. If you wish to proceed, simply confirm that the details we hold for you are still correct, in particular the delivery details if you have recently moved house.

Before we are able to issue your new ticket you must send the original Season Ticket back to us along with a copy of the Changeover Request Order Confirmation page. We strongly recommend that any tickets are sent by Royal Mail Special Delivery or an alternative method with adequate insurance to cover the value of the ticket being returned. As soon as this is received we will contact you to get details of the credit / debit card you wish to use for the refund / additional payment and we will then issue and dispatch a replacement ticket the same day.

Travelling while waiting for a new Season Ticket

While you are waiting for your Season Ticket to be replaced, if you still need to travel, then you will need to purchase a daily or weekly Season Ticket(s) to use, which must either be on the same route and class of the season ticket being replaced or the new route/class. This can be done at any UK train station.

A full refund on any ticket(s) purchased can subsequently be obtained by returning them to the place of purchase. You will also need to complete a refund form which will be available from the train station ticket office. We would also advise you to take a copy of the Changeover confirmation email we send you confirming your application for a new ticket as proof that you are entitled to a free refund of any interim tickets.