Updated - 14 December 2022
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:||
Update 15 May 2023 - our phone service is temporarily unavailable. We will update this webpage once the service is restored.
020 7841 8274
|Email us at:||
Please include your full name and postal address in any correspondence so that we are able to identify your Rail Staff Travel record and respond appropriately.
|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.