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.
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
|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 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:||0207 841 8274
Phone lines are open from 9am to 4.30pm each weekday (excl Bank Holidays)
|Write to us at:||Rail Staff Travel
PO Box 72071
|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.