e-Tickets

The quick and simple way to receive your train tickets, direct to your email inbox or app.  

What is an e-Ticket?

e-Tickets (electronic tickets) are e-mailed to you as a PDF file or can be downloaded in your East Midlands Train app. These replace the need for a traditional paper ticket as you can scan your ticket at Ticket Gates and on board using the QR code contained within the PDF.

With an e-Ticket you can;

  • Keep it on your phone, open the email and PDF attachment and scan when your ticket is required

  • Download your ticket via the East Midlands Trains app, just register/login in

  • Or print it off at home.

 Benefits of using e-Tickets

  • Beat the queue

  • No more lining up at a ticket collection machines or booking office.

  • Forest Friendly

  • By using an e-Ticket directly from your phone you’re helping to save on paper usage.

  • Flexibility - You can use your e-Ticket on your phone (via your email), on the app or you can print it out at home.

How to use an e-Ticket on your mobile device

  • Once you have purchased your train ticket you will receive an email from us containing your e-Ticket

  • Ensure you have adequate battery life on your mobile device so that you can scan in on each leg of your journey

  • When you get to the station, open the email attachment displaying the QR code. Place your device, with the barcode, against the reader on the Ticket Gate

  • Do not delete your email until you have completed the full course of your single/return journey

  • Your e-ticket should be scanned for all legs of your journey.

 

e-Ticket FAQs

 

What routes are e-Tickets available on?

e-Tickets are available on most East Midlands Trains routes.

e-Tickets are not available on journeys that include travel on or across the London underground.

When booking your ticket, you may be given an option to download your ticket as an e-Ticket. If you are not given this option, unfortunately e-Tickets are not available for that route. 

Which ticket types are available on e-Tickets?

Single and Return tickets are available on e-Tickets.

eTickets are not available for Season Tickets.

As above, if an e-Ticket is not given as an option when booking your ticket, unfortunately e-Tickets are not available for that ticket type.

What ticket types are refundable?

Anytime Singles, Anytime Returns, Off-Peak Returns, Super Off-Peak Returns, Super Off-Peak Singles (all subject to an admin fee), this is the as per the restrictions on a paper ticket.

What should I do if I have not bought the correct ticket?

Standard/First Class Advance Singles are non-refundable however they are exchangeable (subject to admin fees) call 0370 333 4875 for more information and how to process this, this is as per the restrictions on a paper ticket.

How can I change the date, time, or route of my journey?

In the first instance please call 0370 333 4875 to change your ticket.

If you need to change your ticket on the day of travel you will need to visit one of our ticket offices, who will issue you with a paper update to your ticket. When you travel, you will need to show both the paper ticket and activated e-Ticket. 

You can change the time, date or class of a Single Advance fare. There’s a £10 charge for each ticket, plus any increase in the fare. If the new fare is less, you’ll still need to pay the £10, and we don’t pay the difference back. Advance Single fares can’t be refunded, unless you were unable to travel because your train was delayed or cancelled. Super Off-Peak, Off Peak, and Anytime tickets can be changed for a charge of £10 each. 

How are e-Tickets checked at the station and on the train?

At our Ticket Gates, have your mobile device ready, with the barcode showing from the e-Ticket PDF attachment. To enter or leave, place the screen against the scanner on the right-hand side of the gate. If you have downloaded the ticket to our app, the ticket must be activated before travel.  

On the train, please have your e-Ticket ready to be viewed and scanned by our staff on the train. 

Screenshots of tickets are not valid and you may be asked to buy a new ticket or issued with a Penalty Fare.

If your e-Ticket doesn’t open the gate, please talk to a member of staff. 

What if I run out of battery before my e-Ticket is checked?

When travelling with an e-Ticket, make sure your phone is charged and will last for the duration of your train journey. If you are unable to display your e-Ticket, you’ll need to buy a new ticket at the full fare or you may be issued with a Penalty Fare. No refunds are available on tickets that can’t be produced at the time of your journey and no duplicate tickets can be issued.

Will I be charged a booking fee for e-Tickets?

No. There are no additional fees added to your booking when you book e-Tickets with East Midlands Trains.

Depending on the contract you have with the network provider to your mobile phone, you could be subject to data charges for using the internet. These charges are not related to East Midlands Trains and if you have any queries we advise you to contact your network provider.

How do I claim delay repay with an e-Ticket?

If you were delayed during your journey by 30 minutes or more, or missed your booked connection, you may be able to claim compensation through our Delay Repay scheme. For claims with an e-Ticket, upload a screenshot of your ticket. These can be uploaded to the Delay Repay form as a jpeg, tif, png or gif (less than 2mb in size). If you can’t send us your ticket or proof of travel, please contact our Customer Service Centre. Our staff are available 24 hours a day, 7 days a week on 03457 125678 or @EMTrains.

Can I still get a Railcard discount with an e-Ticket?

Yes, normal Railcard discounts will apply. For more details about railcards please click here.

Can I still reserve a seat with an e-Ticket?

Yes, if available, you can reserve your seat, usually up to midnight the day prior to travel. 

What if I have problems with signal?

You need a data signal to download the e-Ticket.  Once downloaded, no signal is required to activate the ticket for travel within the app. If you have downloaded the ticket to our app, the e-Ticket must be activated before boarding the train.  If you have not downloaded and activated your ticket you may be required to purchase a new ticket at full fare or issued with a Penalty Fare.

What if my phone screen is cracked?

Please show the e-Ticket to a member of staff for a visual inspection.  If the details of the ticket cannot be read or scanned, you may have to purchase a new ticket.

What if I lose my phone?

This is the same as someone losing their paper ticket.  You will be required to purchase a new ticket if you are unable to display your e-Ticket. Further details about the conditions of rail tickets can be found here.