We usually manage to send paper tickets so they arrive by the expected delivery date you saw when you booked. If yours haven’t arrived, or you’ve lost them, here’s what to do.
Your tickets haven’t arrived yet
- Track your delivery: use the tracking code you received when your tickets were sent. You can check it on your local postal service’s website, which also often shows the expected delivery time.
- Contact the pick-up point: if your tracking shows the package is waiting at a pick-up point or post office, contact them. They can tell you why it’s being held, and whether you can collect it or arrange another delivery.
- Make sure someone can sign for it: the delivery usually needs a signature. If nobody’s there, the package may be held at the post office or sent back to us.
Your package was sent back to us
Sending your tickets again isn’t always possible, especially if you’re travelling soon. Contact us as soon as you can, and we’ll check what we can do.
If we can’t send them again:
- Buy a new seat reservation at the station.
- Cancel your original reservation before your train leaves. Whether you get money back depends on the train operator’s refund conditions, and a refund can only be made once the tickets are back at our office. Most reservations can’t be refunded.
Your tickets were sent to the wrong address
Contact us as soon as possible. We’ll look into your case.
You’ve lost your tickets, or they were stolen
Lost or stolen paper tickets can’t be replaced. To travel, you’ll need to buy a new reservation at the station, if seats are still available. We don’t keep copies of paper tickets, and a photo or scan isn’t accepted on the train.
Depending on the train operator, you may be able to get a refund for your original reservation. Contact us and we’ll check whether yours qualifies.