How will I receive my tickets?
Train tickets booked with GoEuro need to be collected before departure at a self-service ticket machine or from the ticket office in the station. In order to collect your tickets, you will require the 8 digit ticket collection reference number you received with your booking confirmation email and the exact credit or debit card used to complete the booking. Please note, if your card has been replaced by the bank or if your card has expired at the time of collection then you will not be able to obtain your tickets. In either case, you will need to contact the GoEuro customer service team immediately.
Can I buy a ticket for another person?
Purchasing tickets for other passengers is permitted, but be aware that the exact credit or debit card used to complete the booking is required when collecting the tickets at the train station.
What should I do if my card has been lost or stolen, or if my card has expired?
In the event that your card has been lost, stolen or has expired, you will no longer be able to collect your tickets. In any of these cases, you should contact the GoEuro customer service team immediately.
Can I reserve a seat?
Seat reservations are automatically assigned and are only available on advanced non-flexible fares. Due to your ability to travel at any time with a flexible ticket, seat allocation is not possible.
Can I change my seat reservation?
Seat allocation is an automatic process that will always attempt to sit passengers in a group as closely together as possible. In extreme circumstances, such as if a child and guardian are separated, then it may be possible, depending on availability, to change your seats.
How do I change or cancel my ticket?
Changes are essentially new bookings, so book a new ticket for the exact same route as the original booking and apply for a refund with the ticket you will not use. You can change your ticket but the destination and departure stations cannot change, only the time and date.
You can find the online refund application form here, where you will need to provide the new booking reference.
Cancellations depend on the terms and conditions of your ticket fare:
“Advanced” tickets are non-refundable.
“Off-peak” and “Anytime" tickets are refundable if unused.
For information on changing or cancelling tickets click here.
Will I receive compensation if my train is delayed or cancelled?
GoEuro is only able to offer refunds in cases where the train was cancelled or significantly delayed and you opted not to travel. Any further compensation must be taken up with the train company involved.
In the event that your train was delayed or cancelled and you still opted to travel, then claims for compensation must be taken up directly with the train operating company. The team at GoEuro have created a detailed analysis of train delays and cancellations in the UK. In this document, you will be able to find a list of Train Operating Companies and their policies in relation to delays and cancellations. You can refer to your booking confirmation to find out which train operating company you booked with.
Here you can find more information about train delays in the UK.
Are there any discounts for children?
Children aged 0-15 are eligible for discounted train fares.
(i) One child under five may travel free with a fare paying adult, provided they sit on the adults lap and do not take up a seat required by another passenger. If your child requires a seat then a child ticket must be purchased.
(ii) Children aged 5-15 are eligible for a 50% discount on all adult fares.
How much luggage can I take on the train?
Passengers are permitted to take up to three items of luggage free of charge. This includes a maximum of two large items of luggage per traveller, such as a suitcase or backpack. Additional items of luggage and larger items may incur a charge. To arrange the transport of additional or larger items of luggage, the train operating company must be contacted directly.
Can I bring my pet?
Passengers are permitted to take up to two dogs, cats or other small animals free of charge. Dogs must be kept on a lead or carried in a basket, a basket is mandatory for cats and other small animals. If a basket, cage or pet carrier (max. 85x60x60cm) is used, it must be secure so that the animal cannot escape and it must be large enough to provide enough space for the animal to stand up and travel comfortably. If an animal is taking up a seat intended for passenger use then you may be charged.
Can I take my bicycle on the train?
Trains have a limited capacity to carry bicycles and consequently your ability to bring a bicycle is subject to storage availability. Additionally, on certain routes and at certain peak times bringing a bicycle is restricted. Some rail companies allow customers to reserve a space for their bicycles and due to high demand it is recommended to do this is early as possible. To reserve a ticket for your bicycle or to find out about peak times and restricted routes contact the train operator directly or go to your local station.
I require assistance while travelling, how do I arrange this?
If you require assistance while travelling it is recommend to arrange this as early as possible in order to ensure that the relevant assistance will be provided. Travel assistance needs to be arranged directly with the train operating company servicing your route. Here you find contact details of the train provider and guidelines.
What are the National Rail Conditions of Carriage?
In the UK, all domestic (non-international) rail journeys are subject to the National Rail Conditions of Carriage. In short, the National Rail Conditions of Carriage guarantee a minimum level of rights and determine what is restricted for passengers travelling within the UK national rail network. You can access a copy of the National Rail Conditions of Carriage here.
Are there any tickets or train related products that cannot be purchased with GoEuro?
Sleeper cabins (we sell seated sleepers)
Tickets in exchange for warrants
Tickets including admission
Privilege tickets for Railway Staff
Rail station car parking
Cycle storage at stations