What is a digital ticket?

A digital ticket is an electronic version of a traditional paper ticket that you can store on your mobile device. It contains all the relevant details of your journey and can be scanned at the ticket barrier or shown to a train conductor for validation. It’s environmentally friendly and convenient, reducing the need for printed tickets.

What is an E-ticket?

An e-ticket is a specific type of digital ticket delivered via email as a PDF.

An e-tickets is valid for a single journey and should not be altered or duplicated. Just ensure your phone is charged and able to display PDFs when traveling!

How do I use an E-ticket?

You can download the e-ticket within the JurnyOn app via your mobile device and show it directly from your phone without needing to print it.

To access your e-ticket within the app go to My Journeys, then find your journey within the Upcoming section.

Scan the QR code from your phone at the ticket gate or show this to staff.

Do I need to create an account to book a ticket?

Yes, creating a JurnyOn account is necessary to book tickets and take advantage of our subscription tiers discounts. Once your account is set up, you can easily track your journey history, subscription level, and manage bookings.

What type of train tickets can I purchase?

There are numerous types of different train tickets available across the train network (anytime, flexi season, off-peak, season & return tickets)

However, currently JurnyOn only offers Transport for Wales (TfW) advance train tickets via our app which offers the best value making travel affordable.

What are Advance tickets?

Advance tickets are one-way train tickets, which means, unlike with return tickets.

However, you can buy an Advance Single train ticket for both directions, meaning you can mix and match Single tickets for the cheapest possible return journey to your chosen destination.

This will give you the flexibility to determine your start and end points to best suit your travel plans.

Advance tickets are great value, they are usually the cheapest way to travel by train and ideal for saving money on long journeys. They must be bought in advance and are only valid on the date and train specified at significantly discounted rates.

* These tickets are usually non-refundable and are limited to the specific date and time booked. Advance tickets can’t be refunded unless you decide not to travel because your train was cancelled or delayed.

The earlier you book, the better the price you may find, though availability is limited. Advance tickets for Transport for Wales can be booked up to 8 weeks in advance.

Some Advance tickets may be available on your day of travel so there is no longer the need to book far ahead of travel to get the best deal. Tickets are subject to availability and will vary with each service.

You can get more information about Advance tickets, including terms and conditions, from National Rail.

*Average percentage saved by customers between 01/01/2024 and 31/12/2024 when buying undiscounted TfW Advance tickets compared to the cheapest undiscounted TfW priced Anytime Single ticket for the same journey, available on the day of travel, was 50.2%. Advance fares are subject to availability. National Rail Conditions of Travel apply

How early can I book an advance ticket?

For Transport for Wales services, advance tickets are typically available up to 8 weeks before the travel date. However, availability may vary, and some trains might be released closer to the travel date. It's always best to check regularly for updates on ticket availability. To find out more about booking horizons please go to advance-booking-dates/

Why Are Some Stations Not Listed on JurnyOn?

At JurnyOn, we specialize in providing Advance Single tickets for journeys across the Transport for Wales (TfW) network. However, not all stations within the TfW network are listed in our app because Advance Single tickets may not be available or applicable for certain locations.

This could be due to:

The station not offering Advance fares for the routes it serves.
Limited or no availability of Advance Single tickets for specific destinations.

We aim to provide a seamless booking experience by displaying only stations where Advance fares are supported. If a station isn’t listed in our app, it likely falls outside the availability of Advance ticket options.

You can check which stations within the TfW network JurnyOn offers discounts by clicking on this link https://jurnyon.com/jurnyon_discounts

For a detailed view of the Transport for Wales network, please visit their Network Map. Should you need further assistance, contact us at www.jurnyon.com/contact-us or email us at success@jurnyon.com

Which stations within the TfW network does JurnyOn offer discounts?

You can check which stations by clicking on this link https://jurnyon.com/jurnyon_discounts

Can I change my Advance ticket after purchase?

Yes. Advance tickets are typically non-refundable. However, if your travel plans change, you can change your travel date or time, but you must keep the same departure and arrival stations, subject to availability.
If you are changing an Advance ticket after 18:00 the day before you travel a fee may be applicable for amending your journey.
Changes can be made up to the departure of your first booked service.
Any changes made to advance tickets after your first booked service has departed are invalid.

How do I change my advance ticket?

For all changes for advance tickets please call TfW’s Customer Relations on 03333 211 202 and select option 2.

You can change your travel date and / or time but must keep the same origin, destination and route.
Changes can be made up to the departure of your first booked service.
Any changes made to advance tickets after your first booked service has departed are invalid.
Please refer to TfW’s T&Cs (https://tfw.wales/help-and-contact/rail/refunds#advance).
If you are changing an Advance ticket after 18:00 the day before you travel a fee may be applicable for amending your journey.
You may have to pay extra if there’s a difference in price between your current ticket and the new ticket.
The price of the new advanced ticket will include the discount applied to your subscription tier.

Can I break my journey?

Unfortunately, no. Please note that “advance” Tickets do not permit a break of journey.

The special conditions for “advance” Tickets can be found at http://www.nationalrail.co.uk/advancetickets

You may not start, break and resume, or end your journey at any intermediate station except to change to/from connecting trains as shown on the ticket(s) or other valid travel itinerary.

Where can I travel using JurnyOn on the Transport for Wales network?

With JurnyOn, you can book advance tickets for any train service operating within the Transport for Wales (TfW) network. This includes routes across Wales and some parts of England, including major destinations like Cardiff, Swansea, Newport, Chester, Shrewsbury, Manchester, Liverpool and Birmingham. To find out more, https://tfw.wales/places/our-network-map

How can I cancel my advance ticket If I decide not to travel?

Advance tickets are typically non-refundable if you decide not to travel.

Advance tickets can’t be refunded unless you decide not to travel because your train was cancelled or delayed by the train operator.

However, if your travel plans change, you can change your travel date or time, but you must keep the same departure and arrival stations, subject to availability.

You may have to pay extra if there’s a difference in price between your current ticket and the new ticket.

For all changes for advance tickets please call TfW’s Customer Relations on 03333 211 202 and select option 2.

You can change your travel date and / or time but must keep the same origin, destination and route.
Changes can be made up to departure of your first booked service.
Any changes made to advance tickets after your first booked service has departed are invalid.
Please refer to TfW’s T&Cs (https://tfw.wales/help-and-contact/rail/refunds#advance)
If you are changing an Advance ticket after 18:00 the day before you travel a fee may be applicable for amending your journey.
You may have to pay extra if there’s a difference in price between your current ticket and the new ticket.
The price of the new advanced ticket will include the discount applied to your subscription.
Any changes made to Advance tickets after your first booked service has departed are invalid.

What should I do if my train is cancelled?

For Cancellations by the Train Operator

If a train is cancelled by the train operator and you decide not to travel due to an alternative service being unsuitable, you can obtain a full refund.

Please make a note about your journey, your booking reference and keep your train ticket as this will be needed to support any refund request.
Phone TfWs Customer Relations on 03333 211 202 and select option 2. (tickets and online enquiries)
Email your booking reference along with the details of your journey to be refunded, your reason for requesting a refund for your ticket, your name and the email you used to book to customersupport@tfwrail.wales.
TfW Customer Relations aim to respond within 2-5 working days.
Refund requests must be made within 28 days of when you where due to complete your journey.

Alternatively, if you decide to travel, you'll be permitted to travel on the previous two or the next two available services to the one that is cancelled, at no extra cost and a ticket refund will not be available.

If you decide to travel, and you arrive at your destination station more than 15 minutes later than scheduled, you can claim compensation through the train operators’ Delay Repay' scheme.

Compensation can only be processed by the train operator that you were travelling with, not where you purchased your ticket. Please make a note about your journey and keep your train ticket as this will be needed to support any claim.

For Transport for Wales trains, details can be found on how to claim compensation for delays due to train cancellations or delays by visiting the official website of Transport for Wales www.tfw.wales/help-and-contact/rail/delay-repay

For Transport for Wales, compensation is calculated on the delayed duration.

All claims for compensation requests must be received by Transport for Wales within 28 days of completion of your journey. You won’t be charged an administration fee.

What should I do if my train is delayed?

If a train is delayed by the train operator and you decide not to travel due to an alternative service being unsuitable, you can obtain a full refund.

Please make a note about your journey, your booking reference and keep your train ticket as this will be needed to support any refund request.
Phone TfWs Customer Relations on 03333 211 202 and select option 2. (tickets and online enquiries)
Email your booking reference along with the details of your journey to be refunded, your reason for requesting a refund for your ticket, your name and the email you used to book to customersupport@tfwrail.wales.
TfW Customer Relations aim to respond within 2-5 working days.
Refund requests must be made within 28 days of when you where due to complete your journey.

Alternatively, If your train was delayed but you still managed to complete your journey by taking the following train, then a ticket refund is not available.

However, the train operators themselves do offer compensation. Please check with the relevant train operator.

If you decide to travel, and you arrive at your destination station more than 15 minutes later than scheduled, you can claim compensation through the train operators’ Delay Repay' scheme.

Compensation can only be processed by the train operator that you were travelling with, not where you purchased your ticket.

Please make a note about your journey and keep your train ticket as this will be needed to support any claim which you may make.

For Transport for Wales trains, details can be found on how to claim compensation for delays due to train cancellations or delays by visiting the official website of Transport for Wales www.tfw.wales/help-and-contact/rail/delay-repay

For Transport for Wales, compensation is calculated on the delayed duration.

All claims for compensation requests must be received by Transport for Wales within 28 days of completion of your journey. You won’t be charged an administration fee.

How do I make a claim for Compensation for Delays Due to Train Cancellations or Delays?

If a train is delayed or cancelled, you decide to travel and you arrive at your destination station 15 minutes or more later than scheduled because one of the trains was late or cancelled for any reason, you can claim compensation through the train operators’ Delay Repay' scheme.

Delay Repay is based on the time you should have arrived at your final destination station, not the delay to any particular train.
Please make a note about your journey and keep your train ticket as this will be needed to support any claim.

For Transport for Wales trains, details can be found on how to claim compensation for delays due to train cancellations or delays by visiting the official website of Transport for Wales www.tfw.wales/help-and-contact/rail/delay-repay

For Transport for Wales, compensation is calculated on the delayed duration.

Compensation can only be processed by the train operator that you were travelling with, not where you purchased your ticket.

All claims for compensation requests must be received by Transport for Wales within 28 days of completion of your journey. You won’t be charged an administration fee.

My train has been cancelled / delayed and a rail replacement service has been provided. Would I be entitled to compensation?

You may be entitled to compensation if you experience a delay in completing your journey. Compensation can only be processed by the train operator that you were travelling with, not where you purchased your ticket.

Please make a note about your journey and keep your train ticket as this will be needed to support any claim.

For Transport for Wales trains, details can be found on how to claim compensation for delays due to train cancellations or delays by visiting the official website of Transport for Wales www.tfw.wales/help-and-contact/rail/delay-repay

For Transport for Wales, compensation is calculated on the delayed duration.

To find out more visit Compensation and refunds for train tickets | National Rail

All claims for compensation requests must be received by Transport for Wales within 28 days of completion of your journey. You won’t be charged an administration fee.

How much Compensation may I receive?

This is based on the time you should have arrived at your final destination station, not the delay to any particular train.

For Transport for Wales trains the level of compensation is based on the delayed duration.

The maximum amount of compensation is up to what was paid for the ticket.

For trains delayed due to cancellations by Transport for Wales, details can be found on how to claim compensation for delays by visiting the official website of Transport for Wales www.tfw.wales/help-and-contact/rail/delay-repay

My train was cancelled, and I decided not to travel, can I get a refund?

Yes. If your train is cancelled and as a result you decide not to travel, you can obtain a full refund (without administration fee) as set out in the National Rail Conditions of Travel

Please make a note about your journey, your booking reference and keep your train ticket as this will be needed to support any refund request.
Phone TfWs Customer Relations on 03333 211 202 and select option 2. (tickets and online enquiries)
Email your booking reference along with the details of your journey to be refunded, your reason for requesting a refund for your ticket, your name and the email you used to book to customersupport@tfwrail.wales
TfW Customer Relations aim to respond within 2-5 working days.
Refund requests must be made within 28 days of when you were due to complete your journey.

My train was delayed, and I decided not to travel, can I get a refund?

Yes. If your train is delayed and as a result you decide not to travel, you can obtain a refund (without administration fee) as set out in the National Rail Conditions of Travel

Please make a note about your journey, your booking reference and keep your train ticket as this will be needed to support any refund request.
Phone TfWs Customer Relations on 03333 211 202 and select option 2. (tickets and online enquiries)
Email your booking reference along with the details of your journey to be refunded, your reason for requesting a refund for your ticket, your name and the email you used to book to customersupport@tfwrail.wales.
TfW Customer Relations aim to respond within 2-5 working days.
Refund requests must be made within 28 days of when you were due to complete your journey.

The timetable changed after I bought my ticket, can I choose not to travel and get a refund?

Yes. If a timetable is changed after you have purchased a ticket and you decide not to travel, you can claim a full refund (without administration fee) as set out in the National Rail Conditions of Travel

Please make a note about your journey, your booking reference and keep your train ticket as this will be needed to support any refund request.
Phone TfWs Customer Relations on 03333 211 202 and select option 2. (tickets and online enquiries)
Email your booking reference along with the details of your journey to be refunded, your reason for requesting a refund for your ticket, your name and the email you used to book to customersupport@tfwrail.wales.
TfW Customer Relations aim to respond within 2-5 working days.
Refund requests must be made within 28 days of when you were due to complete your journey.

How will I know if my journey includes a rail replacement service?

Please use the journey planner Journey Planner | National Rail

You will be shown where a rail replacement service is in operation for all or part of the journey.

Where can I find helpful advice if I need to travel on a rail replacement service, including accessibility and bicycle information?

Please use the rail replacement services page. Rail Replacement Services | National Rail

My train has been cancelled and a rail replacement service has been provided. Where can I find the pickup and set down location?

You can find the pick-up and set-down location of rail replacement services by checking station signage or by searching for your station on our Find a Station page. Find a Station | National Rail

Journey times will be extended when travelling using rail replacement transport. Please be advised that replacement vehicles may be busier than usual, and you should allow extra time for your journey.

Assisted Travel

What is Passenger Assist?

Passenger Assist is a national system supported by all train operating companies, which helps operators to arrange passenger assistance for disabled customers or customers with restricted mobility.

How do I book Passenger Assist?

Here at JurnyOn we want to make travel on public transport as easy and as accessible for those who have access needs.

Passenger Assist services are available for those requiring extra help to travel. We encourage passengers to book assistance before your travel.

When travelling with Transport for Wales rail services, you can request assistance booking in advance - now up to 2 hours before your journey is due to start, any time of the day.

Open 24 hours every day, except 25 and 26 December.

There are several ways to book travel assist when travelling with Transport for Wales, to find out more and make a booking www.tfw.wales/info-for/passengers/accessible-travel/booking-assistance

Please be aware that you can always simply “turn up and go” without booking assistance in advance.

You can also book travel assist with National Rail

For National Rail

Tel: 03457 484 950 or 08000 223 720 (Open 24 hours every day except 25 December)
Online - Website: https://www.nationalrail.co.uk/
Text Direct: 03456 050 600: (for people who are hard of hearing or deaf)

Calls cost no more than calls to geographic numbers (01 or 02) and may be included in inclusive minutes and discount schemes in the same way.

How do I find out information about train stations and the services available?

National Rail Enquiries’ Stations Made Easy include floor plans, photos and accessibility information about stations across the train network. Check opening hours, availability of accessible toilets, and whether there are staff on hand to help.

At some train stations the lifts can only operate when platforms are staffed. To find out more and to search for your relevant station www.nationalrail.co.uk/stations/

What payment methods are accepted?

At present we accept all major credit and debit cards, as well as digital payment methods like Paypal. Payments are processed securely through our platform, ensuring your financial details are safe. We do not accept cheques or cash and only accept British Pounds GBP.

How does the subscription work?

JurnyOn offers a monthly subscription service with three tiers: Silver, Gold, and Platinum.

Subscribe monthly to our discount tiers and immediately enjoy the following discounts on Transport for Wales advance train tickets across their network when booked via the JurnyOn app:

Silver Tier: Obtain at least a 10% discount off advance train tickets.
Gold Tier: Obtain at least a 15% discount off advance train tickets.
Platinum Tier: Obtain at least a 35% discount off advance train tickets.

Your subscribed discount level is applied to the advance train ticket price prior to payment of your advanced train ticket.

Each level's discount applies automatically when you book, and you can view your progress through your JurnyOn account within the app under “Subscription”

The discount level applied is based on the payment of the subscription fee related to that discount tier when a Transport for Wales advance train ticket is purchased via the app within their network.

See our website for the latest fees. www.jurnyon.com/pricing

What are the subscription pricing tiers, and what do they offer?

Our subscription service offers three pricing tiers:

The price of each subscription level can be found at www.jurnyon.com/pricing and also within the JurnyOn app under” Subscription”

Silver Tier: Obtain at least a 10% discount off advance train tickets.
Gold Tier: Obtain at least a 15% discount off advance train tickets.
Platinum Tier: Obtain at least a 35% discount off advance train tickets.

Your subscribed discount level is applied to the advance train ticket price prior to payment of your advanced train ticket.

The discount level applied is based on the payment of the subscription fee related to that discount tier when a Transport for Wales advance train ticket is purchased via the app within their network.

You can view your current subscription level with the app under “Subscription”

How much does the subscription cost?

The price of subscription can be found at www.jurnyon.com/pricing

Our different subscription tiers provide significant train ticket discounts based on how frequently you travel, which can be particularly beneficial for regular commuters, whether you're a student or working professional.

Can I change the Tier I subscribe to?

Yes. You can request a change to your subscription level via the app during the month that you existing subscription level is active. However, this requested change will only come into effect on the date of renewal.

When requesting to cancel the JurnyOn subscription within the app, the discount associated with the level of subscription will still apply for all advance train tickets which are purchased until the existing subscription period expires.

What are loyalty points and how do you earn them?

For every 1 mile travelled, you’ll earn 1 loyalty point.

Each loyalty point you earn is worth £0.01 and can be redeemed towards your monthly subscription or other exciting benefits.

These loyalty points are applied to your JurnyOn account when your advance train booking is made.

Accumulate points as you travel and enjoy discounts on future journeys, making your travel even more affordable! These points unlock various offers and benefits, which you can view on our website at www.jurnyon.com

These loyalty points are non- transferable and cannot be exchanged for cash.

Where can I find out what offers and perks are available?

Details of the offers, perks and benefits can be found at our website www.jurnyon.com

You can also sign up to our social media channels to receive the latest updates to our benefits, perks and offers.

Instagram X TikTok Facebook LinkedIn

How can I find out how many loyalty points I have accumulated?

You can view how many loyalty points you have accumulated via the JurnyOn app under “Loyalty Points” with your “Profile”

What happens to my loyalty points if I receive a refund due to deciding not to travel due to the train being cancelled or significantly delayed?

If you decide not to travel due to the cancellation of a train or a delay, and you obtain a refund, the loyalty points related to that train journey will be removed from your JurnyOn account.

Can I use a Railcard with JurnyOn bookings?

Unfortunately, no, railcards cannot be used with our booking service. The discounts you receive are based solely on your subscription tier, which offer the best value available. (Silver, Gold or Platinum).

Are there packages for corporate clients?

JurnyOn offers packages for corporate clients, please email success@jurnyon.com for further details.

To find out where you can travel on the TfW network this can be found at https://tfw.wales/places/our-network-map

What happens if my phone runs out of battery, and I can’t show my digital ticket?

It’s important to ensure your phone is charged before traveling, as your digital ticket must be presented at the time of boarding or inspection. In cases where you cannot show your ticket, you may be required to purchase a new one on the train or at the station, so it's recommended to carry a charger or power bank when traveling.

Do you offer group travel discounts?

Currently, we do not offer specific group travel discounts. However, if you are booking multiple tickets in one transaction, you may still benefit from our subscription tier discounts based on your account level.

Who do I contact if I have a problem with my subscription or JurnyOn app?

If you encounter any issues with your JurnyOn account, booking, or subscription, you can reach our customer service team by emailing success@jurnyon.com

You can also visit our contact us page on our JurnyOn website www.jurnyon.com/contact-us

For career enquiries, please contact us via our JurnyOn website https://www.jurnyon.com/careers

Why is the app launched as a pilot on IOS?

The app is currently in its pilot stage as we refine and enhance features. The rollout will take place in staged phases, with android release included as part of planned expansion.

These FAQs were last updated on 14/03/2025.