Skip to main content

Contact RST

Updated - 1 August 2023

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 (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 9.30am to 12.30pm on Monday, Wednesday and Friday (excluding bank holidays).

Our phone lines are only for those without internet access. For other queries, you should find the information on our website, or you can e-mail us as below.

Email us at:

This email address is being protected from spambots. You need JavaScript enabled to view it.

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 80612
From outside the UK, call us on: +44 20 7841 8274
Unfortunately, we cannot offer a "face-to-face" service for personal callers.