BritRail is operated by Rail Delivery Group under the auspices of the Train Operating Committee of Great Britain.
BritRail Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
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.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.BritRail mailing address
200 Aldersgate Street
2nd Floor
London, CT EC1A 4 HD
BritRail executive customer service contacts
Primary Contact
Andy Bagnall
Director General
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
andy.bagnall@raildeliverygroup.com
Secondary Contact
Ola Ogun
Chief Financial Officer
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
ola.ogun@raildeliverygroup.com
Chief Executive
Jacqueline Starr
Chief Executive Officer
200 Aldersgate Street
2nd Floor
London , EC1A 4HD
Jacqueline.Starr@raildeliverygroup.com
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?
- Visit the official BritRail website or one of their authorized BritRail agents.
- Choose the type of BritRail Pass that fits your travel requirements.
- 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 HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
