Service Update - Thursday 21st February: All services are expected to arrive on time this morning.
Travelling with us soon? Check your journey here

Help: Delivery

If you have more questions, please don’t hesitate to contact us
  • If you book less than 5 working days before your outward journey, you will not be offered the option of Royal Mail First Class Post. 

    Please note: If you are booking high value tickets (greater than £250 in total) then the First Class Post option will not be available and delivery will instead be via Royal Mail Special Delivery™ Next Day (which has greater insurance cover than First Class Post) or collection at the station. 

  • Please allow 5 working days for your tickets to arrive. If they have not arrived, please be sure to check with other members of your household. If you live in shared accommodation, such as student halls, it is advisable to check with other residents and any on site post service if applicable. If you still can’t locate your ticket, please get in touch with our Guest Service Centre.

  • Please allow up to 30 minutes to receive your confirmation email. Please also check any spam or junk folders in your email account to see if the email has been filtered there. If you cannot find the confirmation email then please get in touch with our support team, they can check that your order has been successful and issue you with another confirmation email.

  • We can only deliver tickets to UK addresses (including the Channel Islands and Isle of Man). Delivery to addresses outside the UK is not currently possible.

    We recommend guests purchasing tickets from outside of the UK choose our e-Ticket option. You ticket will then be emailed directly to the email address supplied during the booking process.

  • A confirmation email is not valid for travel and you must present a valid ticket when boarding or on board. If you do travel with a confirmation email only, you may be liable to pay a fine as well as purchasing a full price ticket. If you have had any issues receiving your tickets, please contact our Guest Centre Service Team before travel.

  • Self-print tickets are now available to guests who book with us directly.

    The PDF tickets will be sent to the email address entered during booking after a separate confirmation email has been received. 

    Please note:

    Self-print tickets and e-Tickets will all show the same Lead Guest name and are not individual to each guest.

    Your self-print ticket(s) will be sent to the email address supplied on the payment page.

  • Yes. We now offer the option of e-Tickets with most of our ticket types, although there are a few exceptions.

    e-Tickets can be shown to your on board Host either on your device  as a PDF or added to an Apple wallet.

    In your confirmation email, you will recieve two types of attachment:
    PK pass - this is used to download the ticket to an Apple wallet
    PDF - if you wish to print your ticket on A4 paper we also include a PDF option

    The following ticket types do not offer an e-Ticket option:
    1. Family tickets - these are "self-print" tickets only and are sent in PDF format in your booking confirmation email.
    2. Shared products for travel from 25th February 2018 onwards - these are available as "self-print" tickets only and are sent in PDF format in your booking confirmation email.
    3. Pet or bicyle bookings
    4. Flexipass - these are "self-print" tickets only and are sent in PDF format in your booking confirmation email.
    5. Berth Supplements from 25th February 2018 onwards. The Shared Supplement is available as "self-print" tickets only and sent in PDF format in your booking confirmation email.
  • You can now collect tickets from the station. The option for 'Collect from station'  will be shown on the delivery page when placing a booking. 

    Please note tickets can be collected at any station with a self-service vending machine.   You will need the card used for payment and the 8 digit alphanumeric Collection Reference on your booking confirmation.