General

1. Can my organisation have more than one account?

Yes, your organisation is permitted to have more than one Rail Warrant Account. Please remember that an annual fee is payable on each account you hold.

If you have more than one department using your account then you may want to open a second account. Each account would have its own account number, which would be printed on each warrant book ordered, therefore generating a separate invoice. This would make your invoices easier to reconcile as warrants issued by each department would only appear on their relevant account invoice.

2. How many warrants are in a book?

There are 50 warrants in each ordinary rail warrant book and 25 in each season ticket rail warrant book.

3. Can I use a railcard with a rail warrant?

No, railcards cannot be used if purchasing a ticket with a warrant.

4. Can I exchange a warrant for a rail ticket on board a train?

A warrant should only be exchanged on a train when the journey starts at an unstaffed station, or when the ticket office is closed.

5. What should I do if I do not recognise a warrant listed on my invoice?

If you do not recognise any warrant listed on your invoice then you should contact the Warrant Service on 0121 335 7789 or email automatedsettlement@atosorigin.com

You will need to quote your account number and the warrant number in question and so please have these details ready when contacting the Warrant Service.

6. What should I do if I do not agree with the ticket price charged against a warrant?

If you think an incorrect fare has been charged to your account in exchange for a warrant then you will need to contact the Warrant Service and request a copy of the warrant in question.

When you have received the copy you will need to contact the train company that originally issued the ticket. The train company will need a copy of the warrant to investigate why the fare was charged against the details marked on the warrant.

You will need to know which train company operates from the station that originally issued the ticket. If you are not sure of which train company this is then please go to the ‘Stations and Destinations’ section of the National Rail Enquiries website. Type in the name of the station and this will advise you of the train company you will need to contact.

7. Do I need a photocard when purchasing a season ticket?

Yes, all season ticket holders require a photocard which should accompany the season ticket at all times. If you do not have a photocard then you will need to have a passport size photograph. When you purchase your season ticket the station clerk will insert the photograph into your new photocard.

8. Is it possible to reserve seats when buying tickets using a rail warrant?

Yes you can reserve seats using a warrant if seats are reservable for the journey being made. Some tickets include a seat reservation and so in this case you can simply issue the warrant for the ticket only.

If the ticket does not include the seat reservation then you will need to issue a separate warrant completing the journey details and then in the 'Other Services' section, mark the warrant ‘seat reservation only’.

You will then need to exchange your warrant at the station. Reservations can normally be made from about 2 months in advance of the day of travel, up to about 2 hours before the train departs from its start point, or, for early morning trains, up to 1600 the previous evening. For more information on reservations please visit the reservations page on the National Rail Enquiries website.

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