Frequently Asked Questions?

Most frequently asked questions

  • How do I get my Santander 16-25 Railcard?
    A:

    Once you have received your unique code via a message within Santander’s Online Banking Service, you will need to log into the Santander 16-25 Railcard portal https://secure.santander-railcard.co.uk.  If you have not previously bought a Railcard online then you will need to log in as a new customer.  If you have bought a Railcard online previously, then your existing log in details should work. You will need to follow the instructions on the screen, enter your unique Santander code correctly, and upload a photograph of yourself, which will be printed onto your personal Railcard.

    Once your order has been completed you will receive an email confirmation and acknowledgement of your order number (this confirmation cannot be used to buy discounted tickets).

    Your new Santander 16-25 Railcard will be dispatched within one working day. Please allow five working days for delivery. You have the option of paying £6.50 for Royal Mail Special Delivery. Providing you have placed your order before 16:00hrs this will guarantee that your Santander 16-25 Railcard is delivered within two days (Sunday to Thursday) or three days (Friday to Saturday).


  • I already have a Railcard. Can I use my Santander unique code to renew my existing Railcard?
    A:

    Your Santander unique code will be valid for 60 days from the date of issue.  If you already have a Railcard that is due to expire within this time you can wait until the day after it has expired and then apply for your Santander 16-25 Railcard through https://secure.santander-railcard.co.uk

    If you cannot wait until your Railcard has expired, or your current Railcard is not due to expire at a date later than three months away, please note that you will not be able to renew using your current online Railcard account. You will need to set up a new account through https://secure.santander-railcard.co.uk  using an email address that is different to one you have used previously and buy a new Railcard.


  • My Santander unique code is not working. What can I do?
    A:

    Please check that you have read each character of the unique code correctly. We do try to use unique codes that are easy to read, but occasionally applicants might confuse some of the characters.

    If you are still having difficulty please call the Railcard team on 0345 030 4100 and they will be able to check the status of your unique code.  Please note that your code is unique to you and can only be used once to apply for a Santander 16-25 Railcard.

    Your Santander unique code will be valid for 60 days from the date of issue.  If your unique code has expired you will need to contact Santander Customer Services on 08459 724724.


  • I already have a Santander bank account, can I have a Santander Railcard?
    A:

    Santander is making its Railcard available to all new Student Account customers, all customers switching to the Santander Student Account from other banks and customers who are upgrading to Student Accounts from non-Student accounts (such as Santander’s Youth Account).

    At present the Santander Railcard is not available to existing Student Account holders. If you would like to discuss your eligibility for the Santander Railcard further please contact Santander Customer Services on 08459 724724.

    Please note that if you are aged between 16-25 years of age or in full time study you are eligible for a standard 16-25 Railcard – our website www.16-25Railcard.co.uk has full details.


  • Can I order my Santander 16-25 Railcard to start at a date in the future?
    A: No. All Santander 16-25 Railcards are issued to start from the moment that they are issued. They will be valid for 4 years plus one week (to allow for delivery).

  • How long do I have to wait for my Santander 16-25 Railcard to arrive?
    A:

    Please allow five working days for your Santander 16-25 Railcard to arrive. You have the option of paying £6.50 for Royal Mail Special Delivery. Providing you have placed your order before 16:00hrs this will guarantee that your Santander 16-25 Railcard is delivered within two days (Sunday to Thursday) or three days (Friday to Saturday). We add an extra week’s validity to your Santander 16-25 Railcard to allow for delivery time.

    You cannot travel on discounted tickets until you have received your Santander 16-25 Railcard. You cannot use your printed out confirmation of sale to get discount. The Santander 16-25 Railcard is the only proof of entitlement to discount that rail staff are able to accept.


  • Can I collect my Santander 16-25 Railcard at a rail station?
    A: We’re sorry, but your Santander 16-25 Railcard cannot be collected from a rail station. The Santander 16-25 Railcard will be sent to you in the post around 5 days after your Santander 16-25 Railcard order completion. You will not be able to travel on discounted tickets until you have your Santander 16-25 Railcard and you cannot use the printed confirmation of sale.

  • Can I buy tickets at a discounted rate before my Santander 16-25 Railcard arrives?
    A: No. You must carry your Santander 16-25 Railcard with you on all journeys for which you have bought discounted tickets with the Santander 16-25 Railcard. Therefore, if you buy discounted Santander 16-25 Railcard tickets before you receive your Santander 16-25 Railcard, you do this at your own risk.

  • I have a question about the tickets I can get discounts on with my Santander 16-25 Railcard, where can I find this information?
    A: Please visit the frequently asked questions section of the 16-25 Railcard website – www.16-25railcard.co.uk/using-your-card/faqs

  • Can I use my Santander 16-25 Railcard to buy my ticket on the train rather than at a station?
    A: Only if there is no ticket office, or the ticket office is closed and there is no ticket machine available to buy your discounted ticket at the station at which you began your journey. If this is the case you can buy your discounted ticket from ontrain staff. Otherwise, if ticket facilities were available at the station you could be charged the full price Standard Single fare.

  • Can I use my Santander 16-25 Railcard to buy tickets for other people?
    A: No. The Santander 16-25 Railcard is for your use only, and provides discounts only on tickets bought for your own use. It does not cover anyone accompanying you.

  • Santander 16-25 Railcard terms and conditions
    A:

    There are important terms and conditions that you need to understand before you use your Santander 16-25 4-Year Railcard. Please click on the link to the Railcard terms and conditions to read these:

    Santander 16-25 Railcard - terms and conditions

     


  • Can I claim a refund if I don't use my Santander 16-25 Railcard?
    A: No. Unfortunately once a Santander 16-25 Railcard has been issued it is non-refundable. There is no cash alternative and the Railcard is not transferable to any other person.

  • Can I use my Santander 16-25 Railcard on train services in Northern Ireland?
    A: Your Santander 16-25 Railcard can only be used for discounts on the National Rail network in Great Britain; that is England, Scotland and Wales. It cannot be used on train services in Northern Ireland or the Republic of Ireland.  Residents of Northern Ireland can apply for a Santander 16-25 Railcard to use when they travel in Scotland, Wales or England.

  • My Santander 16-25 Railcard has not arrived in the post. What can I do?
    A:

    You will need to wait five working days and then log back into your Railcard online account, select ‘Replace your Railcard’ and then click on the ‘Not received’ button on the left. If you then press continue this completes the replacement application process. Please check that your address is correct before you order. You will be sent a free replacement provided you do this within 30 days of your application date. We believe this is long enough for a customer to notify us they have not received their Santander 16-25 Railcard.

    If 30 days has passed from your date of purchase you can still request a replacement card, but you will have to pay a £10 replacement fee. 


  • What do I do if my Santander 16-25 Railcard is lost or damaged?
    A: You can only apply for a replacement Santander 16-25 Railcard seven or more days after the date of your original application. You will have to pay a £10 administration fee if your Santander 16-25 Railcard was lost. To apply for a replacement Santander 16-25 Railcard, please log into your Railcard account and follow the instructions on screen. Until you have your replacement Santander 16-25 Railcard, we’re sorry but you will have to pay the full fare. The lost discount is not refundable.

  • What do I do if my Santander 16-25 Railcard is stolen?
    A: If your Santander 16-25 Railcard has been stolen and you have been given a crime reference number or documents by the Police, then you will normally get a free replacement. To replace a stolen Santander 16-25 Railcard, please log into your Railcard account and follow the instructions on screen.

  • My appearance has changed significantly since I ordered my Santander 16-25 Railcard. How can I update my photograph?
    A:

    If your appearance has changed and your photograph no longer resembles you, you can arrange to have your photograph updated. There is a £10 administration fee for this. Please call our Railcard helpline on 0345 030 4100. Our advisors will then be able to take payment and advise you of how you can supply your new photograph.




  • Can I buy a Santander 16-25 Railcard for another person?
    A: Yes, but you will not be able to do this through the Santander 16-25 Railcard website, nor will you be able to use your Santander unique code to do this.  You will need to log in via the main www.16-25Railcard.co.uk  website.  You can buy a 16-25 Railcard, a Senior Railcard or a Family & Friends Railcard for a friend or family member as long as they are eligible for the Railcard you are getting them. If you are buying a 16-25 Railcard or a Senior Railcard you will need to supply the evidence (such as a passport or driving licence code) to prove their eligibility.

  • Can I use my Santander unique code to buy a Santander 16-25 Railcard for another person?
    A: No. Santander 16-25 Railcards are only available to the holders of Santander Student Current Accounts who have received unique codes from the bank. They cannot be transferred.



Can't find an answer? Get in touch

If you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address.

Train Companies

If you have any questions concerning rail ticket prices or journey planning National Rail Enquiries will be happy to help you.

If you have any comments about a specific rail journey please contact the train company that provides the service. You can find their contact details by clicking on this link Train company list

 
Railcardhelp@atoc.org
0345 3000 250 (07:00hrs to 22:00hrs)
National Railcards
PO BOX 11638
LAURENCEKIRK
AB30 9AJ

 




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