BritRail Customer Service Contacts

BritRail is operated by Rail Delivery Group under the auspices of the Train Operating Committee of Great Britain.

How to reach a person at BritRail

Customer Service: + 44-345-7484-950

BritRail Responsiveness rating


The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings.

What you need to know about BritRail

We receive occasional complaints about BritRail. The company took its time getting this customer a refund. This customer’s rail pass was worthless and now BritRail won’t refund it.

How to resolve a problem with BritRail

This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

BritRail mailing address

200 Aldersgate Street
2nd Floor
London, CT EC1A 4 HD

BritRail social media channels


BritRail executive customer service contacts

Primary Contact
Andy Bagnall
Director General
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
[email protected]

Secondary Contact
Ola Ogun
Chief Financial Officer
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
[email protected]

Chief Executive
Jacqueline Starr
Chief Executive Officer
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
[email protected]

Frequently asked questions about BritRail

How can I contact BritRail customer service?

Call+ 44-20-7841-8000. You can also use BritRail’s online contact form.

What is a BritRail pass?

The BritRail passes offer exceptional value with unmatched flexibility. Enjoy unlimited travel on any train to any destination, at any time.

Who is eligible to purchase a BritRail pass?

Non-UK residents can purchase a BritRail Pass. Individuals who have resided in the United Kingdom for the past six months or longer are not eligible to buy a BritRail Pass.

Can I purchase a BritRail pass in Britain?

No, they must be purchased outside Britain.

Can I get a refund on my BritRail pass?

Yes, you can get a refund under the following conditions:

  • The pass must be invalidated, and the original exchange coupon or voucher must be returned to the office where it was purchased.
  • The pass or ticket must be returned within six months from the date of issue, unless otherwise specified by your travel agent.
  • The pass or ticket must show no signs of tampering.
  • No refunds are provided on validated passes once the start date has passed.
  • Passes included in inclusive tour packages are not individually refundable.
  • A minimum 15 percent cancellation fee applies, unless stated otherwise.
  • Please note that refunds cannot be processed in Britain.

How can I purchase a BritRail pass from my own country?

  1. Visit the official BritRail website or one of their authorized BritRail agents.
  2. Choose the type of BritRail Pass that fits your travel requirements.
  3. Follow the instructions provided on the website to complete your purchase.

How to get professional help with your BritRail problem

If you need help with BritRail, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.

Get Help

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