Frequently Asked Questions

Can I store my eTicket in my Google/Apple Wallet?

Currently eTickets purchased through South Western Railway can only be stored in the SWR App.

Can I claim Delay Repay when using an eTicket?

If you are delayed by 15 minutes or more, you are entitled to claim under delay repay. Claims should be made via the website delayrepay.southwesternrailway.com/ or using the forms available at our staffed stations.

Can I buy child eTickets?

eTickets are available for both adult and child fares. If you are travelling with a child, their ticket will be stored separately in the app.

How far in advance can I purchase an eTicket?

eTickets can be purchased up to two months in advance.

Who do I contact if my eTicket isn’t working?

If you have any problems with your eTicket, contact our Customer Service Centre Smart Team on 0345 810 1010.

Can I break my journey?

Yes, break of journey is permitted as per the restrictions applied to the ticket you have purchased.

Can I access my eTicket if I have no signal?

If your eTicket has been predownloaded in the app you can access it without signal. It is best to check the ticket in the ‘My Tickets’ section prior to arriving at the station; this will also ensure the ticket can be loaded if you lose signal.

If I decide not to travel after going through the gates, can I still claim a refund?

If you decide not to travel due to your train being cancelled or delayed, you can request a refund by calling our Customer Service Centre on 0345 810 1010.

I have a Railcard; can I use this with eTickets?

eTickets can be discounted using your railcard. You must always travel with your railcard.

If I lose my registered phone, can I load the ticket on another phone?

Yes, you will need to log in to the app with your registered account details and download the ticket again.

What do I do if my ticket can’t be read due to a cracked screen on my phone?

If your eTicket cannot be read due to a cracked screen, you will need to purchase a new ticket to travel.