Refunds plan for forgotten cards

Railcard holders who forget their card on train journeys and end up paying the full fare are now guaranteed a refund, providing they can produce their railcard later.

Rail Delivery Group Managing Director of Customer Experience Jacqueline Starr explained the move, which was announced on March 21: “Customers make honest mistakes sometimes. We think Railcard holders should have one chance a year to be refunded if they’ve had to pay extra for forgetting theirs.

“We’re planning digital Railcards, too, that people can keep on smartphones and other devices if they prefer, making them harder to forget and easier to replace if lost or stolen.”

More than four million railcards are in use, with the 16-25 and senior versions the most popular.