Please ensure you arrive at the station with enough time to collect your ticket in case you experience any problems with the machine.
If the machine is out of use or fails to print your tickets, please follow the below steps:
1. Approach station staff/the ticket office for assistance
It is the Train Operating Company who own and take responsibility for the ticket machines. If you do not approach the ticket office, even if there isn't enough time before departure, the Train Operator will not authorise a refund and we cannot get your money back. The ticket office should be able to issue the tickets for you.
2. Ask station staff/ticket office for the reason the ticket can't be issued
If the ticket office can't issue the ticket, please ask them for the reason, so we can raise this with our third party provider. They are unable to investigate without the reason for the ticket not being issued, so we will need this.
3. If there are no station staff or a ticket office:
Try another machine in case the issue is with a specific machine. If you still can't get your tickets, take a photo of the failure error on the machine and board your train. Be sure to show the photo and booking confirmation to the revenue/station staff as required.