c2c line status: Good service

Booking FAQs

What address should I enter as my billing address?

When booking tickets with us online, you will be prompted to enter your billing address. This must be the address held by your bank or card provider for the card you are using. All purchases made on this website are verified against your address to prevent fraud. If these details do not match your bank may decline the transaction. The money is then held in a pending account (not with c2c) and will be transferred to your account (once approved) in a matter of days.

If you experience any problems making a booking, please get in touch in the following ways:

  • Email our web support team using c2cEnquiries.it-solutions@atos.net
  • Call our web support team on 0345 744 4422 option 5. Open: Monday to Friday 08:00 - 20:00 Saturday and Sunday (and Bank Holidays) 09:00 - 16:00

Can I book train tickets when I’m outside the UK?

If you are booking tickets from abroad, you can register with us online using your overseas address.

Your tickets will be made ready to collect at your origin station from a Self Service Ticket Machine (2 hours after ordering) or you can choose to have your tickets delivered to a UK address.

You will need your Ticket Reference number and the credit card / debit card you used to make your purchase.

Alternatively, you may call our Telephone Sales line on 0345 744 4422 option 5 to buy a ticket from overseas / abroad with a credit card or debit card.

Delivery options available are based on how far in advance you book.

Self Service Ticket Machine (free): will be ready for collection 2 hours after ordering.

Post to an overseas address: tickets ordered at least 14 days in advance will be dispatched the same day.

Why is my UK address not recognised?

Your postcode may not being registered with the Royal Mail address database. To search or register your address please go to the postcode finder application on the Royal Mail website.

To make a train booking your address will need to be manually updated on our system, this can be done by emailing your address to our web support team using c2cEnquiries.it-solutions@atos.net or by calling 0345 744 4422 option 5.

What is Mastercard SecureCode?

Mastercard SecureCode is an additional security measure introduced by Mastercard in association with some card issuers, which further protects unauthorised use of your card while shopping online.

During shopping with us you may be asked by your bank whether you would like to enrol in Mastercard SecureCode. If you are already enrolled in Mastercard SecureCode you may be asked to enter your verification details.

To find out more about this service please visit www.mastercard.com

Please note that the link above is to an external site. c2c is not responsible for the content of these sites.

What is Verified by Visa?

Verified by Visa is an additional security measure introduced by Visa in association with some card issuers, which we have chosen to participate in to further protect you from unauthorised card use when shopping online. During shopping with us you may be asked by your bank whether you would like to enrol in Verified by Visa. If you are already enrolled in Verified by Visa you may be asked to enter your verification details. To find out more about this service please visit www.visaeurope.com

Please note that the link above is to an external site. Visa is responsible for the content of these sites.

I need help making a booking online, who do I contact?

Please contact our Web Support Team on 0345 744 4422 option 5, and we will assist you in making your booking online.

What debit/credit cards can be used?

Online bookings

We accept Visa Credit, Visa Debit, Visa Electron, MasterCard, American Express and Maestro cards.

Our booking systems cannot accept Solo cards.

As we are an online retailer we do not accept cash.

Please note: If you are collecting tickets from a Self Service Ticket Machine only standard shaped cards are accepted. Non-standard cards such as Mint and American Express are not accepted. In such cases please speak to staff who will be able to assist.

Ticket Office Bookings

Our ticket offices accept payment in cash, MasterCard, Visa, American Express, Maestro (formerly Switch) or Delta cards and by Rail Travel Vouchers.

Is the ticket prices quoted for all travellers?

The ticket prices displayed throughout the booking pages is the total cost for all travellers. You can click on the price quoted to see a breakdown of cost.

Why is my credit/debit card being rejected?

There are a number of reasons why your payment request may have been rejected. We suggest checking all of the following:

  • To ensure you are protected from unknown use of your card we employ a number of identity verification techniques. To ensure we are verifying the correct details, please can you ensure the address your card issuer holds for your account matches the details we have for you.
  • Check that the card has not expired and that the card number was input correctly.
  • Check that the correct card type was selected and that it is a card type we accept (e.g. MasterCard, Visa etc).
  • Your payment request may have been declined by your card issuer.
  • In certain instances your card issuer may not permit your particular card to be used when you are not physically present. Unfortunately, this card type will not be accepted on ours or any internet site.
  • Many card issuers are now adopting Verified by Visa and MasterCard Securecode internet verification systems. Your card issuer may be one of them.

You may already be enrolled in the scheme, having previously registered. Please ensure you are entering the correct details when prompted.

Your card issuer may have stipulated that you enroll in the scheme before you can continue with the booking. In cases like this please follow the onscreen instructions.

If you are interested in finding out more about the Verified by Visa MasterCard Securecode schemes please visit the following www.visaeurope.com or www.mastercard.com.

If you have checked that you comply with all of the above suggestions and continue to experience difficulties with payments, we suggest contacting your card issuer.

Can you quote a ticket price by email?

With continuous live updates on train times and ticket availability we cannot offer you a quote by email. Please use the booking panel on our website homepage, where you can find up to the minute information covering all aspects of train travel including ticket types, fares and routes. If you encounter any problems while making the booking please email our web support team using c2cEnquiries.it-solutions@atos.net.

Can I buy a ticket for someone else?

Train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

When you are making a booking you can request that the tickets are sent to a different UK address.

If you do purchase tickets for someone else, please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the credit card as well as the purchase price.

For Self Service Collection please remember that the credit/debit card used to make booking is required along with the Ticket Collection reference provided when the booking was made.

Group bookings 30 people or more

If you are organising travel for a group of 30 or please call us on 0345 744 4422 option 5

Open: Monday to Friday 08:00 - 20:00 
Saturday and Sunday (and Bank Holidays) 09:00 - 16:00