London Midland

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Buying train tickets online

No booking or credit card fees!

Our web team is on-hand to help you with your online booking, get in touch
By email - londonmidland@journeycall.com
By phone- 0344 811 0133 (select option 2) or 0121 634 2040 from a mobile 

if you're interested in our smartcard  scheme 'the key', please contact us at thekey@londonmidland.com

How do I register for an account?

You can register for your London Midland account by going to https://ticket.londonmidland.com/search and clicking on 'Register'. You will be asked to enter your name, email address and marketing preferences. Once entered, you will have completed the registration process and will be able to purchase tickets within your account.

How do I login to my account?

You can login to your London Midland account by going to https://ticket.londonmidland.com/search and clicking on 'Log In'. You will be asked to enter your email address and password.

How do I plan my journey?

  • enter all your journey details in the fields provided - you may need to scroll down if you’re using a small screen, London Midland services are sign-posted for journeys served by multiple operators – where London Midland provides part of the service alongside other operators, these are also sign-posted
  • entering a destination station of ‘London Terminals’ or ‘London Travelcard Zones 1-6’ will return the most extensive range of fare options for travel into London
  • the date and time is pre-set to today plus two hours but you can change this by clicking on the date field, the number of passengers is pre-set to one adult but you can change this by clicking on the passenger and Railcard field
  • if you have a Railcard, please add this before ‘Finding trains’ on the results screen, view the calling points and facilities available by clicking on each service. The map will update to highlight the operator and your journey route

How do I choose the right ticket?

  • the best value fare for your journey is always pre-selected
  • other single and return fares are then displayed from low to high price order - please note you may need to scroll down to find First Class tickets as these have a higher price than standard fares
  • clicking on ‘Show ticket details’ will expand the view to display all the information related to that ticket, we ask you to select a train for your return journey to help you complete your journey plan. In most cases you’re able to travel on any train but please check the ticket restrictions if you’re unsure
 

Can I pay with Paypal

Yes, we now accept Paypal. Paypal is a quick and easy way to pay for your tickets – simply enter your email address and password to pay, without entering your card details. If you already have a Paypal account, simply select the Paypal option when you reach the payment page. Or if you don’t have an account, click here to register.

Where can I check details for my booked journey, for example the departure time?

  • your order confirmation email will detail information about the booking(s) you have made with us.
  • these details are also available within your London Midland account. Simply select ‘My Account’ where ‘Purchase History’ details each completed order, by ‘Viewing Order Details’ it is possible to review the full details of an individual purchase including the departure time under ‘Journey Details’. 
  • alternatively, if you purchased your tickets as a guest, our web support team will be happy to confirm your booking details on 0344 811 0133, Option 2 (or 0121 634 2040 from a mobile) or by emailing LondonMidland@journeycall.com
 

What should I do if I have problems collecting my tickets at the station?

  • if you experience any problems collecting your tickets at a London Midland station, please go to the booking office where our staff will be happy to help you. 
  • if you are not collecting your tickets at a London Midland station, please contact our dedicated web support team on 0344 811 0133, Option 2 (or 0121 634 2040 from a mobile) or by emailing LondonMidland@journeycall.com

What should I do if want to change my booking, or request a refund?

  • to change your ticket you will need to apply for a refund and purchase another ticket.
  • please contact our dedicated web support team who will be happy to assist you on 0344 811 0133, Option 2 (or 0121 634 2040 from a mobile) or by emailing LondonMidland@journeycall.com

How can I unsubscribe from marketing emails?

If you no longer want to receive emails from us, you can unsubscribe by amending your marketing preferences within your account or by clicking ‘unsubscribe’ at the bottom of the most recent email you have received.

After what period of time can I claim a refund?


Refunds can be claimed straight after the ticket purchase and up to 28 days after the ticket's expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.

How do I apply for a refund on my season ticket?

  • refunds on season tickets are calculated from the date the refund was applied for. Your season must have at least 7 days remaining on a monthly or longer season and at least 3 days for a seven day season to be eligible. 
  • refunds are not calculated on a pro rata basis and in some cases the residual value less a £10 administration fee may result in no refund being payable. In order to apply for a refund, please contact us.

How far in advance can I purchase a ticket?

You can buy Advance tickets exclusively on our website up to 12 weeks in advance of travel.

How do I collect my ticket(s)?

  • a number of collection options are available, including collect at the station and post. For postal deliveries to be available you must book at least three days in advance.
  • buy online and collect within 15 minutes with any card, you just need your booking reference on the confirmation email
  • station collection is pre-set to your departure station but you can change this to any station that has a self-service ticket machine, your journey selection is added to the basket at this point where you can either add another journey or review and remove the current journey. Details of the current journey, including train times and seat reservation confirmation, can be viewed by expanding the journey details in the order summary
  • once purchased, you’ll receive an order confirmation email that contains all the information you need. At the top of this email is your booking reference and if you have chosen to collect your tickets from the station, further down the email is your ticket collection reference number. If the email does not appear in your inbox, please check in your junk or spam folder.
  • to see a list of which stations you can collect tickets from check here stations with ticket collection.
 

How do I manage my account?

  • if you would like to view the details of a journey you have booked, simply go to ‘Purchase History’, select the journey you want to look at by click on ‘view order details’
  • if you need to remind yourself of the time or seat reservation, simply click the ‘journey details’ link and the window will expand to show you everything you need to know about your journey, if you have any active eVouchers on your account, these will be available to use on the 'Payment Details' page prior to purchasing a ticket
 

Can I have my tickets delivered to a different address?

Yes. When you book you will be asked for your billing address (this is the address to which your card is registered and your statements are delivered). You must complete this field. You can then choose to have your tickets delivered to another address.

Can tickets purchased through this website be sent to an overseas address?

Our website allows customers outside the UK to register with us and purchase tickets. We are unable to deliver overseas, however you will be given the option to collect them from the station.

Does a ticket including 'London Travelcard zones 1-6' allow me to travel on any mode of transport within the relevant zone?

Yes, a season ticket that includes ‘London Travelcard zones 1-6' does allow the ticketholder to travel on the tube, bus, DLR, Overground, tram, and other trains in zones 1 to 6.

I have not received my booking confirmation by email, what should I do?

Contact our customer services and we can resend this to any email address you would like this to be sent to. Please also check your spam or junk e-mail filter in the first instance.

Is it possible to purchase a ticket for someone else?

  • train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.
  • when you are making a booking you can request that the tickets are sent to a different address.
  • if you do purchase tickets for someone else please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the credit card as well as the purchase price.

What are Advance tickets?

  • Advance tickets offer great value but are sold subject to availability and carry restrictions in terms of which dates and trains you must travel on. 
  • they usually go on sale 6 - 12 weeks ahead of travel depending on the season. They can sell out quickly so the further ahead you book and the more flexible you can be, the bigger the savings you can make and the less likely you are to be disappointed.
  • our Standard and First Class Advance tickets are sold only as single fares, allowing you to purchase the best deal on each stage of your journey e.g. by buying a Standard Advance for the outward stage of your journey and a First Advance for the return.
  • there is a cut-off time for buying Advance tickets of 6pm the night before you want to travel. This is an industry-wide specification.
  • Advance tickets are not refundable
 

What should I do if I have not received my tickets?

  • if you have chosen to have your tickets delivered, tickets purchased by 16.00 will be processed and dispatched within 24 hours of booking using Royal Mail First Class post. Please allow 5 working days for delivery.
  • please note we are unable to guarantee delivery for first class - any customers whose tickets fail to arrive after 5 working days should contact Customer Services on 0344 811 0133, Option 2.
  • if you have chosen to collect your tickets at the station, please enter a payment card and booking reference from your confirmation email into a ticket vending machine to collect your tickets.

Can someone else collect my tickets from the station?

Yes, as long as they have access to a payment card and the 8 character reference shown on your email confirmation.

Can I reserve seats?

We do not offer seat reservations on London Midland services.

Can I use a UK credit card that's registered to a non UK address to buy tickets online?

UK credit/debit cards registered to non UK addresses and Non UK cards with UK addresses will now be accepted if they are enrolled in 3Dsecure.

Which debit / credit cards can be used to purchase tickets on this website?

We accept Visa, MasterCard, Diners and American Express.

I want to book for a group. Who do I contact and are there any discounts?

  • if you're a group of three to nine adults, travelling together Off-Peak, you often benefit from discounts when travelling together on certain routes using the GroupSave discount.
  • for larger groups of 20 or more discounts are available. To make a Group Travel booking or enquiry, please contact Customer Services on 0344 811 0133, option 1, then option 3

How do I change my ticket?

To change your ticket currently, you will have to apply for a refund and purchase another ticket.

How do I renew my season ticket?

  • please ensure you select the 'Season Ticket' tab on the journey planner
  • to renew your weekly or monthly or above season ticket, please have your photocard available - please make sure your season ticket start date is at least three days in advance for monthly and above renewals. If you’re planning to collect your weekly ticket at the station then a start date of tomorrow is permitted
 

What happens if I lose my season ticket? Do I have to buy another?

  • there is a duplicate season policy for season tickets purchased online, or you can apply for a duplicate at ANY station. Please call our Web Support Team on 0344 811 0133, option 2 as soon as possible and they will explain what to do next.
  • whilst waiting for your application to be processed you will need to buy tickets to cover your journeys.

What is an eVoucher?

An eVoucher is provided where compensation has been claimed for a delay or cancellation to a service that affected your journey. This is part of the Delay Repay compensation process. An eVoucher will be added to your online account which in turn can be used for products that are available from this website. To use your eVoucher, you will see your voucher total in the delivery options screen once you have selected your product(s) and you will have the option to use some or all of your voucher as payment in full or towards that product. Please note that eVouchers cannot be exchanged and are valid for 12 months from the day of issue.
 

Can I print receipts using the new way to buy tickets?

Yes you can. In our old booking engine receipts could be printed out from the 'My Account' section but to make things quicker and easier your order confirmation, which is emailed to you, contains the same information that our old receipts used to. Alternatively, download our app and you'll be able to view bookings on the move via the new ticket wallet
 

What is the key?

  • the key is a plastic smartcard that holds your ticket data electronically. 
  • we introduced this new type of ticketing to improve the customer experience on the Birmingham Snow Hill line (stations between Worcester Stations, Dorridge and Stratford-upon-Avon). The key brings added convenience and security to your ticket purchasing.
  • instead of having a paper ticket from the booking office, your season ticket is stored electronically on your smartcard, after being bought online. This makes your electronic ticket less liable to damage at the automated tickets and easier for us to replace if your smartcard is lost or stolen

How do I apply for the key?

  • you will first need to register for a London Midland online account.
  • once registered, you can apply for a smartcard within the 'My Account' section of the website.
  • if you live and travel along the Snow Hill lines, you will receive a smartcard in the post to your designated address. (Please note however that if you do not live and travel within the Snow Hill network area, your application will not be successful).

How does the key work?

  • you can purchase tickets for your smartcard by signing into your online account, by choosing the 'key smartcard fares' check box under the 'Season Tickets' tab. You can search for fares between any two stations on the Snow Hill lines and once purchased collect them from your local station two hours after purchase
  • place your smartcard on the yellow reader (validator) at your collection station before you get on the train. A beep and a green light will indicate your ticket has loaded to you smartcard and that you are valid for travel
  • to open the Automatic Ticket Gates at Birmingham Snow Hill, Birmingham Moor Street or Birmingham New Street, simply ‘touch in’ or ‘touch out’ on the reader’s yellow circle above the ticket slot. You will see a green light and receive the message of ‘Enter’ or ‘Exit’ on the gates to indicate a valid ticket

What type of tickets are available on the key?

  • the product range we offer on the key includes Adult and Child weekly, monthly, quarterly, six-month and annual tickets betwen any two stations on the Snow Hill lines. There are also four week season tickets for stations inside the West Midlands boundary.
  • as the key is only available on the Snow Hill lines, we are unable to offer zonal (nTrain) tickets which are valid for travel across other lines in the West Midlands.

What happens if my smartcard (the key) is lost or stolen?

When you report your card as stolen or lost London Midland can cancel it remotely so that it stops working. We can then produce a new card for you and load onto it all the products you had on your original card.

Please contact us by:

By email: thekey@londonmidland.com
By phone: 0344 811 0133 or 0121 634 2040 via a mobile (option 3)

What do I do if my smartcard - the key stops working?

Station and on board staff will be able to assist in the first instance if your card stops working. London Midland also has a dedicated support service should you require more detailed assistance:

By email: thekey@londonmidland.com

By phone: 0344 811 0133 or 0121 634 2040 via a mobile (option 3)

Can I get Delay Repay on the key?

  • you can apply for Delay Repay by completing the online form available from our Delay Repay form.
  • alternatively you can print out a paper version of Delay Repay here, this form is also available from London Midland booking offices.
  • where prompted to upload a copy of your ticket, please upload an image of the front of your smartcard, showing your name and the 18 digit card number.

Can I apply for a refund for an existing season ticket on the key?

Yes, like you would with a normal ticket.  For further assistance, please call the key helpline on 0344 811 0133 (or 0121 634 2040 from a mobile) and select Option 3, or alternatively email thekey@londonmidland.com. Please note that there may be an administration charge for this service.

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What should I do if I cannot reset my account password, or have problems attempting to unsubscribe from promotional emails?

  • please contact our dedicated web support team who will be happy to assist you on 0344 811 0133, Option 2 (or 0121 634 2040 from a mobile) or by emailing LondonMidland@journeycall.com 
  • if you have requested to have your password reset, but have not immediately received an email from us, please check your spam or junk e-mail filter in the first instance
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