What's changing?
On 26 March we’re making changes to our booking engine on both our website and app. Following this, some functionality will be temporarily out of action whilst our teams work on some important upgrades, but it will be back with you shortly
What do I need to do?
You can continue to use the website as you normally would; for those of you who have already installed our app, you will need to update this in either the Apple App Store or the Google Play Store and follow the instructions to reset your password and login to your account.
If you’re new here, you can create an account with us and start buying tickets through our website or alternatively, download the latest version of the app from the Apple App Store or Google Play Store.
Tickets booked before 26 March
If you make a booking before 26 March (your booking reference will have an 8 digit reference e.g. ABC123DE) and it was fulfilled as an e-Ticket, you should download these to you Apple or Google Wallet.
To do this:
- Open the SWR App
- Go to My Tickets and select your ticket/booking
- Select ‘Add to Apple’ or ‘Google wallet’
- Alternatively you can use the PDF that was sent along with your booking confirmation by email
If the ticket was for a smartcard and you chose the option to load the ticket using your smartphone and have not yet loaded it to your smartcard, please do so now.
If you opted to collect a smartcard ticket at the station using the ticket gates, or validators, you don’t need to do anything. Your ticket will still be available for collection.
We will transfer your booking history to the new website/app. Any bookings made prior to the update will be available to view in MyAccount after you've reset your password and logged in. However, you will only be able to view your historic bookings for any refunds or ticket changes, please see below.
Refunding tickets booked before 26 March
Tickets bought before 26 March with an 8 digit reference (e.g. ABC123DE) will no longer be able to be refunded through MyAccount. However you will still be able to apply here.
Amending tickets bought before 26 March
Tickets bought before 26 March with an 8 digit reference (e.g. ABC123DE) will no longer be able to be amended through MyAccount.
Advance tickets: Please visit any SWR ticket office to amend your ticket any time before the ticket becomes valid for travel
Any other single/return ticket (e.g. Anytime, Off-Peak): Customers are advised to refund and rebook their ticket. To request a refund apply here. As long as you request a refund before the date the ticket becomes valid for travel, you will not be charged an administration fee
Please see the FAQs below for specific areas of the booking flow and MyAccount that might be useful:
These FAQs apply from 26 March
