FAQs for: Tickets, Fares & Restrictions
- What is an 'open return' ticket?
This is a ticket that means you can return within 1 calendar month.
- Do you offer discounts for groups?
First Capital Connect offers group discounts for 10 or more people travelling together. To make a booking please contact our Group Travel department on 0845 026 4700. We also offer Group Save tickets for groups of 3 or 4 adults. This can also be used for multiples of 4 for larger groups.
- Where can I get season ticket prices?
You can get prices of (and buy) season tickets via our website or by contacting National Rail Enquiries on 08457 48 49 50 or www.nationalrail.co.uk.
- Why are there restrictions on certain tickets?
The Association of Train Operating Companies (ATOC) sets the conditions for all tickets across the whole rail network. To offer really good ticket prices for special tickets, ATOC balances flexibility against cost - the more flexible the ticket, the higher the price.
See more about off-peak travel restrictions.
- Am I allowed to travel at any time?
This depends on the type of ticket that you have. To find out what restrictions apply to your ticket please call National Rail Enquires on 08457 48 49 50 or call our Customer Relations Team on 0845 026 4700.
- How much does it cost to make my journey?
It depends on the journey that you wish to make. For more information you can contact National Rail Enquires on 08457 48 49 50 or visit www.nationalrail.co.uk.
- What do I do if my season ticket stops working at the barriers?
Take your ticket back to the station of purchase and they will replace this for you free of charge. If you bought your ticket online through our website, log in to your account and go to the 'My Seasons' area.
- What happens if I purchase tickets from First Capital Connect for travel with another train company and my train is delayed?
You would need to send your ticket to the company who delayed you in order to claim compensation.
- What happens if I damage or lose my tickets?
If you have damaged your ticket, but it is still legible, the original place of purchase will be able to replace it for you. The safe keeping of rail tickets is the responsibility of the customer and if they are lost, mislaid or stolen then replacements have to be purchased. This is set down in the National Conditions of Carriage, which form part of the Terms and Conditions of the sale of rail tickets.
- What child fares are available?
Children aged 5 to 15 travel at half the adult fare. Children under 5 can travel for free (this does mean though that they are not entitled to a seat and therefore if a service is busy you are expected to travel with your child on your lap).
- I need to travel on a different date to that shown on my ticket – can I do this?
You may be able to do this depending on the conditions of your ticket. For more information you can contact Customer Relations on 0845 026 4700. Alternatively you can contact the original point of purchase.
- What age range is covered for child fares?
Ages 5 to 15 are covered under child fares. Under 5’s are free.
- What happens if you travel with the wrong ticket or on the wrong train?
If you do not have a valid ticket for your journey you are liable to pay a penalty fare which is £20 or twice the single fare for the journey you are making, whichever is greater. If you are aware that you need to amend your ticket you should do this before boarding a train.
- How quickly after making a booking am I able to collect my tickets from a self-service ticket machine?
Tickets are ready for collection just 2 hours after ordering.
- How do I collect my tickets from a self-service ticket machine?
You need to take the booking reference number and the payment card you used at the time of booking with you. You place the card in the machine and then input your reference number, the tickets will then be printed.
- Can someone else collect my tickets from a self-service ticket machine?
The person who collects the ticket must have the reference number and the payment card used at the time of purchase in order to retrieve the tickets from the machine.
- What should I do if there is a problem collecting my tickets from a self-service ticket machine?
Speak to a member of staff in the booking office at the station in the first instance as they may be able to print off the ticket from their machines. If this doesn’t work, contact the company from which you purchased the ticket. If you purchased your tickets via the FCC website, contact The Trainline (who provide this facility for us) on 0870 0101 296.
- I no longer have the payment card used to purchase my tickets as it has been lost or stolen. How do I collect my tickets?
You need to contact the original point of purchase with your reference number and advise them so that they can update the booking for you to collect from the ticket office.
If you booked via the FCC website you need to contact The Trainline on 0870 0101 296.
- On my ticket, what does 'London Thameslink' mean as an origin or destination?
'London Thameslink' refers to the following stations: Farringdon, St Pancras Intl, City Thameslink, Blackfriars, London Bridge and Elephant & Castle.
- Do you have another question about season tickets?
Visit our season ticket FAQ for more information about season tickets.