Contact RST

Updated - 19 August 2019

This page tells you who to contact about your staff travel facilities, depending on which category of staff you are.

If your category is not specified, you should get in touch with your own company’s nominated representative.

Complaints

If you have a problem using Travel facilities on TOC services, you should raise the issue with the TOC concerned. Details of how to contact each TOC can be found on their websites.

If your complaint remains unresolved, then you should raise your complaint with the Rail Ombudsman. Details are on their website www.railombudsman.org (opens in a new window; please note we are not responsible for the content of external websites) or you can call them on 0330 094 0362 between 08-00-22:00 Monday to Friday (excl. Bank Holidays) and 08:00-13:00 on Saturdays and Bank Holidays (except Christmas Day).

If you have problems in the following areas, please contact Rail Staff Travel using the contact details below

  • Using your Rail Staff Travel facilities on non-TOC services, such as Leisure Railways
  • The service provided to you by Rail Staff Travel
  • Using FIP Rail Staff Travel facilities in Europe

Active Employees

Train Operating Companies Usually contact Rail Staff Travel as below, but check the TOC service level list for exceptions
Network Rail - Active Safeguarded Employees only Network Rail Safeguarded Staff Travel Helpdesk
British Transport Police BTP HR Business Centre
Metropolitan Police SSCL, Metropolitan Police
Transport for London (TfL) TfL Dedicated Helpline
All other companies Your company’s nominated representative

Retired Employees

Retired Safeguarded Employees only Usually contact Rail Staff Travel as below (with occasional exceptions)

RST Contact Details

Unless you are contacting us about a bereavement, we can only speak to or respond to queries from the prime cardholder, who will be the current member of staff, the retired member of staff, or a widow(er), or someone holding Power of Attorney for them.

From the UK, call us on: 020 7841 8274
Phone lines are open from 9am to 4.30pm each weekday (excl Bank Holidays)
Email us at: This email address is being protected from spambots. You need JavaScript enabled to view it.
Write to us at: Rail Staff Travel
PO Box 72071
London
EC1P 1JD
From outside the UK, call us on: +44 20 7841 8274
Unfortunately, we cannot offer a "face-to-face" service for personal callers.
However, in the case of genuine emergency (e.g. travelling to a close family member's funeral), we will do our best to help. Owing to building security requirements, you will need to phone in advance rather than just arriving at our offices without notice.
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