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RST Online Terms and Conditions

These Terms and Conditions apply to everyone that uses

For clarity on terminology:

  • Primary Cardholder – this is an employee, former employee, widow or widower who has been provided with rail staff travel facilities. This is the person whose eligibility to rail staff travel may allow eligibility for family members.
  • Spouse/Partner - this is an employee’s or former employee’s spouse or partner who has registered on the website as a user with their own account with the authority of the Primary Cardholder.
  • Child Dependant – this is the Primary Cardholder’s child who has registered on the website as a user with their own account.

Please note that there are some sections that will additionally apply specifically to one of the categories of user listed above so please ensure you read them all.


Section 1 - Who we are is a site operated on behalf of Rail Staff Travel Limited ("RST", "we", "us"), a UK company (number 03069020) with a registered office at First Floor North, 1 Puddle Dock, London, EC4V 3DS. We are responsible for issuing your national rail staff travel facilities and ensuring compliance with the facility rules, which are documented in our ‘Where can I go guides’ availbale at


Section 2 - Creating an account

Once you have your unique one-time passcode from RST, you can create an online account so you can purchase Priv-rate tickets on

You will need an email address and password to create your account. It is important you keep the password safe and confidential, as you are responsible for everything that happens in your account. Let us know as soon as possible if you believe someone has access to your password and, if so, you must change it as soon as possible.

By using our site, you accept that you will only use our booking service for personal use.

The email address you give us must be correct, because we will use it to send you your ticket confirmations and important travel information. Please check that our emails are not blocked by your internet service provider or sent to your spam folder.

We reserve the right to disable an account, or any functionality within it, at any time without prior notification if we believe that there may have been any misuse, including suspected fraudulent activity.


Section 3 - Buying tickets - general information

We provide booking services for rail operators in Great Britain only. We will give you details of the specific services and the different ticket types available when you book. We will also highlight any services that the Train Operating Companies have asked that you avoid using when travelling with your rail staff travel facilities.

When you book a ticket with us, the National Rail Conditions of Travel will apply to you (in addition to these Terms and Conditions).  You can read them at

You must also be aware of the following:

  • You must travel in the class of accommodation shown on your ticket.
  • You must not book Priv-rate tickets or make seat/berth reservations on services on which staff and family members are prohibited from travelling under the Staff Travel Restrictions.
  • You should not book Priv-rate tickets or make seat/berth reservations on services on which staff and family members are requested to avoid travelling under the Staff Travel Restrictions unless you have no other option.
  • Rail Staff Leisure Card or Staff Travel Card holders travelling on a Priv-rate ticket must carry either their Rail Staff Leisure Card or Staff Travel Card when they travel. If you fail to produce your valid Rail Staff Leisure card or Staff Travel Card with your ticket, you will be required to pay a full priced ticket for your journey and this will be reported as a Travel Irregularity. Information on Travel Irregularities is available at
  • You must ensure that you have read the Conditions of Issue and Use  available at and the Staff Travel Restrictions available at

Section 3.1 - Getting your ticket

  • We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.
  • Whichever method you choose to get your ticket, you will need to have the ticket before boarding the train. For some services, it may be that collection at the station is the only possible option so you will need to leave enough time to collect your ticket before boarding your train. If you do not show a valid ticket when asked, you will be responsible for paying your full fare again as well as a penalty fare. Tickets are non-transferable, unless we or the operators’ terms and conditions state clearly that they are. That means you must not let anyone else use your ticket.

Section 3.2 - E-tickets

An e-ticket is emailed to you as a PDF attachment, meaning you will need a device that can open PDFs and has internet access to receive the email. You can use them in one of the following ways:

  • Open the PDF attachment and show the ticket on your mobile device. If it runs out of battery in the middle of a journey, you may have to pay the appropriate fare or could face paying a penalty fare.
  • Print the e-ticket

An e-ticket can only be used by one customer for one valid journey and it is a criminal offence to amend and/or reproduce an e-ticket for fraudulent use. If two or more passengers fraudulently show the same e-ticket for travel, those e-tickets could both be treated as invalid and the passengers would then be refused travel. You’re responsible for any fraudulent use of your e-ticket.

Section 3.3 - RST Smartcard

For some bookings (season tickets), we allow your ticket to be delivered to your RST issued Smartcard. You must carry your Smartcard with you when you travel. You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand-alone validators or ticket barriers as applicable.

Section 3.4 - Collecting tickets at the station

If you are not getting your ticket earlier, you must give yourself enough time to collect your tickets from a self-service machine before boarding the train, bus or coach. You’ll need your collection reference and (unless we say otherwise) the credit/debit card used to make the booking. Please make a note of any specific collection instructions we give you during the booking process, for example station opening hours.

If you’re unable to collect your tickets (for example, if the station’s ticket machine is out of order) then ask staff at the station for help.

Section 3.5 - Post

Whichever postage option you choose, we’ll send your tickets to the delivery address you have provided to the RST team, so make sure it’s correct.

  • First Class. First Class  post is £1.00 for bookings up to the value of £2,000. Tickets will be processed and dispatched by First Class post within 24 hours of booking.
  • Special Delivery. If you book your tickets by 17.00hrs, delivery is guaranteed by 13.00hrs the next working day. A signature will be required upon delivery. The fee is £7.50.

Bookings made on a Friday will be delivered the following Monday. Bookings made on Saturday or Sunday will be processed the following Monday (except Bank Holidays) for delivery on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.

Remote areas and Islands of Scotland will take longer to arrive.

  • International post - We do not send tickets to addresses outside of the United Kingdom. Those registered from an overseas address or using an overseas registered payment card will be able to collect their tickets at a station (see 3.4 above).


Section 4 - Payments

  • We accept payment by card (Visa, Mastercard, Maestro).
  • Before paying, you must accept these Terms and Conditions as well as the Conditions of Issue and Use and confirm that you are aware of the Staff Travel Restrictions.
  • Your order will only be complete when we’ve sent you a confirmation by email and after the full price has been paid. We have the right to cancel or refuse your current order if you’ve not paid for a previous booking in full.
  • Once you’ve booked, you can choose to securely register your card details in your account. It’ll make your future bookings speedier. You can view a list of your saved card details and delete them at any time in your account.
  • Please note that all your transactions with us will be processed by Rail Delivery Group. 


Section 5 - Delay repay

You can usually claim compensation if you’re delayed by 15 minutes or more when you travel. To apply for compensation you must contact the Train Operator you travelled with, as RST do not manage or process delay repay requests. 


Section 6 - Implications of misuse

The account holder is responsible for all tickets purchased through their online account.

  • If you, or a family member, use your online account to purchase Priv-rate tickets for someone who is not eligible it puts your rail staff travel facilities at risk. This is covered in our Conditions of Issue and Use.
  • In addition to Travel Irregularities covered by the purchase of Priv-rate tickets or reservations made at a Ticket Office please note the following:
  • Making seat reservations for multiple trains on the same day when you only intend to use one will be deemed a Travel Irregularity
  • Making multiple seat reservations for the same service when Priv-rate tickets or a form of free travel is not held by those the seats have been reserved for will be deemed a Travel Irregularity
  • Purchasing tickets at child rate when the person intending to travel is aged 16 or over will be deemed a Travel Irregularity
  • Purchasing tickets at Priv-rate with the intention of allowing someone who is not eligible to use them will be deemed a Travel Irregularity
  • Making fraudulent delay/repay claims will be deemed a Travel Irregularity
  • Requesting refunds for tickets that have been used will be deemed a Travel Irregularity
  • Full details of Travel Irregularities are available at


Section 7 - How we may use your personal information

We only use your personal information in accordance with our Privacy Policy, available at

Please read this as it includes important terms which apply to you.


Section 8 - Liability

RST acts as an official agent on behalf of the Train Operating Companies. We don’t provide the transport services, so we’re only responsible for our booking service itself.

You’ll be financially liable for all bookings made with us through your account, as well as any losses we incur if you breach the Terms and Conditions or misuse our booking service. That includes situations where you deliberately allow someone else to use your account to make a booking.

We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are also not responsible for losses that you suffer that are not related to our booking service. We will not be liable for any loss or damage due to delays or cancellations, including for missed connections. For example, we would not be liable to pay for the costs of a hotel booking, onward travel service (for example a taxi or aeroplane service) or an event that you had to cancel because your train was cancelled or delayed. Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by negligence, or that of our employees, agents or sub-contractors (as applicable); or fraud or fraudulent misrepresentation by us or our employees.


Section 9 - Laws and jurisdiction

The relevant laws of England  will apply to these Terms and Conditions.


Section 10 - How to contact us

If you have any questions about these Terms and Conditions, please contact us at


Section 11 - Conditions that the Primary Cardholder needs to be aware of

  • As the Primary Cardholder, you are responsible for any misuse of rail staff travel facilities by your family members.
  • You may purchase Priv rate leisure tickets for yourself and other family members who you have registered with RST.
  • If you enable your spouse/partner to have their own account on they will be able to view and pay for any season tickets authorised for you or other family members, and also to purchase Priv rate leisure tickets for you or other family members.


Section 12 - Conditions that a Spouse/Partner needs to be aware of

  • The Primary Cardholder has enabled you to have an account on the site. 
  • The Primary Cardholder will have to authorise any season tickets that you wish to purchase for yourself.
  • You can view and pay for any season tickets that have been authorised for you or your family members including the Primary Cardholder. The Primary Cardholder will also be able to view and pay for these on your behalf through their own account.
  • You can purchase Priv rate leisure tickets for yourself and other family members including the Primary Cardholder.
  • You must only purchase Priv-rate tickets for those that are eligible for them.
  • Any misuse of this site or your rail staff travel facilities will put your and your spouse/partner’s eligibility for rail staff travel facilities at risk.


Section 13 - Conditions that a Child Dependent needs to be aware of



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