Call centre

Hello. How can we help you? Please select which of the following best describes you.

If your season ticket has not arrived then you will need to contact us at [email protected]

You may need to purchase tickets whilst we investigate the delay, please ensure you purchase the correct tickets to enable us to refund the tickets purchased.  You can find the correct tickets by visiting your company portal where you submitted your season ticket application and logging into 'Manage Your Account', please DO NOT purchase or use contactless or pre-pay as this CANNOT be refunded.

If you have to travel by Oyster we recommend purchasing a weekly ticket and sending us the actual Oyster card when submitting your refund.  Please also be advised that tickets purchased need to be sent back within 28 days from the expiry of the ticket, any tickets received past the 28 days will NOT be refunded.

Please send your tickets to:

Abellio Corporate Travel, 2nd Floor, St Andrews House, St Andrew Street, London, EC4A 3AG

We recommend sending your tickets via registered post as we are not liable if lost by Royal Mail.

 

Yes, if you already have an Oyster card registered online with TfL, select ‘Add Card’ and check your delivery note for your security question password.

Yes, if you already have an Oyster card registered online with TfL, if you select ‘Add Card’ and enter your Oyster card number, please check your delivery note for your security question password, then transfer the Pay As You Go balance.

We usually send tickets out by Royal Mail 'Signed for' to obtain a signature, but we can also offer a central London courier service. We will pass on these fees at the prevailing rate.

Visit the link on your company portal (if you are unsure where to find this, please contact your HR/Payroll department who should be able to help you), click on the 'New/Renew Season Ticket Application' link and complete the form. Once you have submitted your application, it will be sent to your company for approval. Once approved we will issue your ticket and send it to you.

You will need to revisit the link where you made your original application via your company portal and log in via 'Manage my Account'.  If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you.

When logged in please follow the simple instructions for 'I have moved job/house and wish to change my ticket'.  

You will be able to claim a refund on tickets purchased whilst awaiting your changeover, please ensure you purchase the correct tickets, there will be instructions on what tickets you need to purchase when you apply for your changeover.  Please DO NOT purchase Prepay or Contactless payments as this cannot be refunded.  If you travel by Oyster we recommend you purchase a weekly ticket and send us the actual Oyster when submitting your refund.

All refunds on tickets need to be received within 28 days from expiry of the ticket purchased any tickets received after the 28 days will NOT be refunded.

 

Photo cards are only required for National Rail Season Tickets. At the point where you apply for your Season Ticket, you will be given the option to upload a digital passport size photo. Your photo card will then be created and issued with your ticket.

Currently, Oyster cards are the only smartcards available through your company scheme. We will continue to work with the train operating companies to bring you smartcards on as many routes as possible. In the meantime we are working with train operating companies to provide a Smart Swap scheme.

Your refund entitlement is dependent on whether you hold an annual or 6 month ticket. To find out your refund amount, you will need to revisit the link where you made your original application via your company portal. If you have difficulty finding the link, then please contact your HR/Payroll department who should be able to help you. You will be required to click into the 'manage my season ticket' tab. Once logged in please follow the simple instructions for 'Refund my ticket'. The amount of refund you are due will be calcuated and shown in the link. We will then refund your company, unless our agreement with them is different or you have a signed letter on headed paper confirming we can refund you directly.

You can register your company via our online application form. Please ensure you have authorisation for us to perform a credit check on your company.

Train operating companies now offer a service where you can claim your Delay Repay vouchers as cash into your bank account by BACS or PayPal. We understand that some booking offices currently offer a voucher exchange process. For the most up to date information please visit your train operating company website.

This is dependant on a number of factors such as; the scheme you require, the size of your company and the contract being agreed. But we aim to do this as quickly and effectively as possible for you.

All refunds are processed within 20 days of receipt at Abellio Corporate Travel

Please check with your HR/Payroll department in the first instance to check if it has been approved. If approved and not received, please contact the Abellio Corporate Travel team on 0345 565 1679.

We do not have a limit of how many employees can use the scheme.

To calculate your Season Ticket price please visit National Rail Enquiries and enter your journey details.

Please see the link below to apply for the Student Oystercard through TfL;
https://tfl.gov.uk/fares-and-payments/adult-discounts-and-concessions/18-student
We can issue the discounted ticket, but it needs to be loaded onto the Student Oystercard, this type of ticket cannot be loaded onto a standard Oystercard.
If you have a Student Oystercard that is valid for the full length of the Season Ticket, please apply for your Season Ticket online through the portal and advise in the notes section that you have a Student Oystercard and you can come into our office to have the discounted Season Ticket loaded onto the Student card, when the application has been approved.

You will need to revisit the link where you made your original application via your company portal and log in via 'Manage my Account'.  If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you.

When logged in please follow the simple instructions for 'I have moved job/house and wish to change my ticket'.  

You will be able to claim a refund on tickets purchased whilst awaiting your changeover, please ensure you purchase the correct tickets, there will be instructions on what tickets you need to purchase when you apply for your changeover.  Please DO NOT purchase Prepay or Contactless payments as this cannot be refunded.  If you travel by Oyster we recommend you purchase a weekly ticket and send us the actual Oyster when submitting your refund.

All refunds on tickets need to be received within 28 days from expiry of the ticket purchased any tickets received after the 28 days will NOT be refunded.

If you have had to purchase tickets due to leaving your 'season ticket at home' then you can apply for a refund.

Please ensure you purchase the correct tickets to enable us to refund the tickets purchased.  You can find the correct tickets by visiting your company portal where you submitted your season ticket application and logging into 'Manage Your Account', please DO NOT purchase or use contactless or pre-pay as this CANNOT be refunded. 

If this is your 1st refund application for leaving your 'season ticket at home' then you will receive a full refund, if the application is your 2nd within 12 months then there will be a £10.00 administration fee.  You will receive NO refund on a 3rd application. 

If you have to travel by Oyster we recommend purchasing a weekly ticket and sending us the actual Oyster card when submitting your refund.  Please also be advised that tickets purchased need to be sent back within 28 days from the expiry of the ticket, any tickets received past the 28 days will NOT be refunded.

Please send your tickets to:

Abellio Corporate Travel, 2nd Floor, St Andrews House, St Andrew Street, London, EC4A 3AG

We recommend sending your tickets via registered post as we are not liable if lost by Royal Mail.

Season tickets are already heavily discounted and no further discount is available using a Railcard.

You may only get a refund on a season ticket if you surrender your season ticket at the point of when you are sick or are starting your maternity leave. This means that any requests after this date or if this ticket is used after this date, the refund will be refused.  Your season ticket needs to be returned within 7 days of it last being used.

 Please return your ticket to the following address, with a covering letter detailing the last date used and we will refund from that date:

Abellio Corporate Travel
St Andrews House
20 St Andrew Street
London
EC4A 3AG 

We recommend sending by registered post as we are not liable for any loss by Royal Mail.

You will need to revisit the link where you made your original application via your company portal and log in via 'Manage my Account'.  If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you.

When logged in please follow the simple instructions for 'I have lost my ticket'.  If you are approved for another ticket you will need to have your credit/debit card ready to pay the National Rail duplicate fee of £10.00.

You will be able to claim a refund on tickets purchased whilst awaiting your duplicate, please ensure you purchase the correct tickets, there will be instructions on what tickets you need to purchase when you apply for your duplicate.  Please DO NOT purchase Prepay or Contactless payments as this cannot be refunded.  If you travel by Oyster we recommend you purchase a weekly ticket and send us the actual Oyster when submitting your refund.

All refunds on tickets need to be received within 28 days from expiry of the ticket purchased any tickets received after the 28 days will NOT be refunded.

 

You must return the ORIGINAL ticket to us, and we will update your record.  Send to DUPLICATE FOUND, 2nd Floor, 20 St Andrew Street, London, EC4A 3AG

If you haven’t received a reissue confirmation email, call us on 0345 565 1679 and we will check the status of your application and cancel if possible

Yes, when completing your season ticket application online, you will be asked if you have any vouchers.  Please add the value and ensure you send them to us at the address shown in the form by tracked delivery.

Your refund entitlement is dependent on whether you hold an annual or 6 month ticket. To find out your refund amount you will need to revisit the link where you made your original application via your company portal. If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you. You will be required to click into the 'manage my season ticket' tab. Once logged in please follow the simple instructions for 'Refund my ticket'. The amount of refund you are due will be calcuated and shown in the link. We will then refund your company, unless our agreement with them is different or you have a signed letter on headed paper confirming we can refund you directly.

If you have had to purchase tickets whilst awaiting a Duplicate then you can apply for a refund.

Please ensure you purchase the correct tickets to enable us to refund the tickets purchased.  You can find the correct tickets by visiting your company portal where you submitted your season ticket application and logging into 'Manage Your Account', please DO NOT purchase or use contactless or pre-pay as this CANNOT be refunded. 

If you have to travel by Oyster we recommend purchasing a weekly ticket and sending us the actual Oyster card when submitting your refund.  Please also be advised that tickets purchased need to be sent back within 28 days from the expiry of the ticket, any tickets received past the 28 days will NOT be refunded.

Please send your tickets to:

Abellio Corporate Travel, 2nd Floor, St Andrews House, St Andrew Street, London, EC4A 3AG

We recommend sending your tickets via registered post as we are not liable if lost by Royal Mail.

If you have had to purchase tickets whilst awaiting a changeover then you can apply for a refund.

Please ensure you purchase the correct tickets to enable us to refund the tickets purchased.  You can find the correct tickets by visiting your company portal where you submitted your season ticket application and logging into 'Manage Your Account', please DO NOT purchase or use contactless or pre-pay as this CANNOT be refunded. 

If you have to travel by Oyster we recommend purchasing a weekly ticket and sending us the actual Oyster card when submitting your refund.  Please also be advised that tickets purchased need to be sent back within 28 days from the expiry of the ticket, any tickets received past the 28 days will NOT be refunded.

Please send your tickets to:

Abellio Corporate Travel, 2nd Floor, St Andrews House, St Andrew Street, London, EC4A 3AG

We recommend sending your tickets via registered post as we are not liable if lost by Royal Mail.

Our portal, ACTnow has up to 2 levels of approval built in if required.

You will need to revisit the link where you made your original application via your company portal and log in via 'Manage my Account'.  If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you.

When logged in please follow the simple instructions for 'replacement ticket.  Once ordered, your replacement Oyster card will take up to 7 days to be re-issued, please ensure that you return your faulty Oyster card to us.  You will be charged £10.00 if this is not received. 

You will be able to claim a refund on tickets purchased whilst awaiting your replacement, please ensure you purchase the correct tickets, there will be instructions on what tickets you need to purchase when you apply for your replacement.  Please DO NOT purchase Prepay or Contactless payments as this cannot be refunded.  If you travel by Oyster we recommend you purchase a weekly ticket and send us the actual Oyster when submitting your refund.

All refunds on tickets need to be received within 28 days from expiry of the ticket purchased any tickets received after the 28 days will NOT be refunded.

 

Please follow the below steps to get this resolved:

  1. Log back in to the Abellio Corporate Travel portal – your HR/Payroll can help you find this
  2. Follow the onscreen instructions and click ‘Replacement ticket’– this is also called an Encode
  3. Where possible, check the details match your ticket
  4. Print the letter shown and take with the ticket to your local National Rail station where it will be replaced

If you experience difficulties, you can visit us in Central London at 20 Saint Andrew Street, London, EC4A 3AG. We will replace it for you or you can post it to us with a covering letter and we will send you a replacement ticket on return.

If your ticket has been confiscated you should have been given a receipt with details of what to do. On this receipt there will be details of who you contact.

You will need to revisit the link where you made your original application via your company portal and log in via 'Manage my Account'.  If you have difficulty finding the link then please contact your HR/Payroll department who should be able to help you.

When logged in please follow the simple instructions for 'I have lost my ticket'.  If you are approved for another ticket you will need to have your credit/debit card ready to pay the National Rail duplicate fee of £10.00.

You will be able to claim a refund on tickets purchased whilst awaiting your duplicate, please ensure you purchase the correct tickets, there will be instructions on what tickets you need to purchase when you apply for your duplicate.  Please DO NOT purchase Prepay or Contactless payments as this cannot be refunded.  If you travel by Oyster we recommend you purchase a weekly ticket and send us the actual Oyster when submitting your refund.

All refunds on tickets need to be received within 28 days from expiry of the ticket purchased any tickets received after the 28 days will NOT be refunded.

 

If your season ticket has not arrived then you will need to contact us at [email protected]

You may need to purchase tickets whilst we investigate the delay, please ensure you purchase the correct tickets to enable us to refund the tickets purchased.  You can find the correct tickets by visiting your company portal where you submitted your season ticket application and logging into 'Manage Your Account', please DO NOT purchase or use contactless or pre-pay as this CANNOT be refunded.

If you have to travel by Oyster we recommend purchasing a weekly ticket and sending us the actual Oyster card when submitting your refund.  Please also be advised that tickets purchased need to be sent back within 28 days from the expiry of the ticket, any tickets received past the 28 days will NOT be refunded.

Please send your tickets to:

Abellio Corporate Travel, 2nd Floor, St Andrews House, St Andrew Street, London, EC4A 3AG

We recommend sending your tickets via registered post as we are not liable if lost by Royal Mail.

You can read more about our benefits here.

If you spend over £500k per year, we will not charge for our service. If you send less than £500k per year we will charge you £500 per year. We will also pass on the fees (at the prevailing rate) for Royal Mail 'Signed for' and central London couriers.

Login to the manage your account section in the season ticket portal and click    the link to receive a reminder

We provide season tickets for all National Rail services, along with London Oyster cards. We have also partnered with other rail operators in larger conurbations to offer additional tickets for a small fee. We can discuss when setting up your scheme.

Once our agreement is in place, your employees can start ordering immediately.

If your question hasn’t been answered here, please contact our help desk on 0345 565 1679. If you would like to arrange a meeting or demo of our portal please email [email protected].

You and your employees will have access to our help desk, which is operational from 7am - 10pm each day of the week. In addition you will have the contact details of our Senior Team to escalate any problems.

Yes, your approved users will have access to our portal (ACTnow) to run reports.

Need information or want to contact us?


Abellio Corporate Travel
St Andrews House
Second Floor
18-20 St Andrew Street
London, EC4A 3AG
United Kingdom


0345 565 1679