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Buying online

Got a question about buying tickets online on Southern's website? Find the answers here.

Even if you are not travelling with us, you can still buy tickets through our website, with no booking fee, and have your tickets delivered at home or collect at a self service ticket machine. On some routes, etickets are available so that you can have your ticket delivered straight to your phone. Search for tickets here.
No. You can buy all tickets except for Key Smartcard tickets online without registering but you will not be able be able to view your purchase history or make online refund requests.
When you book your tickets online, you can pay by credit card, debit card, eVoucher, PayPal or Visa CheckOut.
We accept Visa, MasterCard and American Express.
You can pay using UK credit/debit cards registered to non UK addresses and Non UK cards with UK addresses if your card is enrolled in 3Dsecure. Check with your bank to see if your card is enrolled.
If you are getting marketing emails that you don't want, you can click the unsubscribe link at the bottom of the email to unsubscribe. You can also log in to your online account and unsubscribe there.

Yes. Child £2 flat fare tickets can be bought online when you also buy an adult off-peak ticket.

Please be aware that:

  • Child flat fares are not valid for journeys wholly within London Zones 1-6
  • Child flat fares are not currently available with Off-Peak Travelcards and Advance purchase tickets

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 ask for the tickets to be sent to a different address.

If you do buy tickets for someone else, please note that the sales receipt will be enclosed with the tickets. The receipt shows the last four digits of the credit card as well as the purchase price.

No. Seats on Southern services can’t be reserved, although they can be reserved on other train company lines.
Ring customer services and we can resend this to any email address you would like this to be sent to. Call 03451 27 29 20 from 07:00 to 22:00 every day (except Christmas Day).
Yes. When you book you'll need to give your billing address (this is the address to which your card is registered and your statements are delivered).  But you can then choose to have your tickets sent to another address.
No. Although our website allows customers outside the UK to register with us and purchase tickets, we can't deliver tickets overseas. You will be given the option to collect them from the station – so it’s simple to pick them up before your planned journey.

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 five working days for delivery.

Please note we are unable to guarantee delivery of any unsigned for first class post, and would suggest using a ticket machine at the station as it’s quicker, easier and free of charge.

If your tickets haven't turned up after five working days, you should contact Customer Services. Call: 03451 27 29 20.

If you've chosen to collect your tickets at the station, please enter your credit or debit card and booking reference from your confirmation email into a ticket vending machine. Your tickets will then be issued.

Please note, we can't guarantee next day delivery with Signed For Delivery. If you need to be sure, then we recommend you use the Special Delivery Guaranteed option.

Special Delivery Guaranteed

Order your tickets by 16:00 and we will guarantee delivery the next working day*. It costs £6.00 (inclusive of VAT) and guarantees delivery before 13.00, and gives you insurance up to £500.00.

*Remote areas and Islands of Scotland will take longer to reach. Orders placed on Saturday or Sunday are despatched on Monday and delivered on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.

Yes, as long as they have access to a payment card for identification (any card is fine) and the eight-character reference shown on your email confirmation. The tickets cannot be issued without these.

You can collect your tickets from any National Rail station which has a ticket machine.

If for some reason you cannot retrieve your tickets from the machine, you can collect them from the ticket office.

You must remember to take with you your booking reference number and any credit/debit card in order to collect tickets.

To change your ticket currently, you will have to apply for a refund and purchase another ticket.
No. To change your ticket currently, you will have to apply for a refund and purchase another ticket.

Lost or stolen Season tickets purchased from a Great Northern, Southern, or Thameslink Website or station

Paper Season tickets

Please report a lost or stolen season ticket valid for one month or longer to a staffed Great Northern, Southern or Thameslink Railway ticket office as soon as possible to arrange for a duplicate season ticket application form to be issued.

This is not currently available to report this online.

A non-refundable administration fee of £20 is payable for each duplicate application. This needs to be paid at the ticket office when the request for a duplicate ticket is made. The ticket office will provide a payment receipt for the administration fee and issue a duplicate application form.

If your photocard has also been lost/stolen this will need replacing prior to submitting a duplicate season ticket request. A passport style photo will be required to enable the ticket office to issue a replacement photocard. Details of the new photocard number should be included in the application.

You will be required to complete the duplicate season ticket application form and send it along with the payment receipt to the ‘FREEPOST’ address on the form within 7 days of receiving the application form.

You should also report any theft to the police.

We will refund (with no administration charge) the cost of tickets purchased that match the journey details of the season ticket being replaced while you were waiting for the duplicate ticket to be issued. A letter confirming the dates you are eligible to receive a refund for will be sent to you along with the duplicate ticket. You should take the letter along with the tickets to a Great Northern, Southern or Thameslink staffed ticket office and arrangements will be made for you to receive your refund.

Please note we do not issue duplicates for weekly season tickets.

Damaged paper tickets
If your paper ticket is faded or damaged, or doesn't work in automatic ticket barriers, you can return it to any Gatwick Express, Great Northern, Southern or Thameslink ticket office where we'll happily replace it free of charge.

Key Smartcard Season tickets

The best way to do this is by logging into your account to request this yourself. Log in to your account to cancel and replace your existing Smartcard.

You can also report the loss or theft of a season ticket held on a Key Smartcard by calling our team to arrange a replacement:

  • 03451 27 29 20 (for Southern Website issued Smartcards)
  • 03450 26 47 00 (for Thameslink or Great Northern Website issued Smartcards)

You can apply for up to two replacement Smartcards free of charge; further requests may incur a fee.

Whilst waiting for your new card to arrive you will need to buy paper tickets to travel. Please keep these tickets as you will be able to claim a refund for them on receipt of your replacement Smartcard.

Refunds will be processed at any Great Northern, Southern or Thameslink ticket office providing the season ticket is active at the time of loss. A £10 admin fee will be applied to all tickets as per our Smartcard refund policy.

When requesting a duplicate season ticket you are agreeing to return the lost season ticket to the Duplicate Office immediately if it is subsequently found.

If the lost/stolen season ticket or Smartcard was not purchased from a Great Northern, Southern or Thameslink website or ticket office you must contact the original retailer.

Please visit our refunds page for information on how to refund your season ticket.

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.

Advance tickets aren’t available on Great Northern routes, but you can buy them on our website for journeys elsewhere in the UK.

They usually go on sale six to 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.

Standard and First Advance tickets are sold only as single fares, allowing you to purchase the best deal on each stage of your journey, for example by buying a Standard Advance for the outward stage of your journey and a First Advance for the return.

There are some restrictions around Advance tickets:

  • First Advance tickets don't allow access into First Class Lounges
  • You can't buy Advance tickets after 6pm on the night before you travel
  • Advance tickets are not refundable

Amazon pay

Yes, all tickets can be purchased using Amazon Pay as the payment method.
Currently you cannot store Amazon Pay as a payment method in your Southern account.
Yes. The purchase process is the same as for other card payments until either the collection preferences or payment page when the you need to select Amazon Pay. A box will appear on the screen, enter your username and password for your Amazon account and click submit. Once you’re logged-in, the box will close. Now click ‘Buy’.
No, you don’t need to login to your Southern account to use Amazon Pay, you make a guest purchase.
Plan your journey as usual, select Amazon Pay as the payment method and login to your Amazon account. Once you’re logged in, tick the Terms and Conditions check box and click ‘Buy’. When you collect your tickets from the TVM, the process is the same as for any TVM collection. Any payment card can be used with the collection reference contained in your booking confirmation email.

Refunds will be processed in the same way as all other payment options. Do not contact Amazon for a refund.

Please see our refunds process on our website here.

To use Amazon Pay, you need to have an Amazon account. At the point of purchase click the Amazon Pay logo and you’ll be asked to enter your Amazon username and password. Once verified, the purchase is completed can be completed.
You will need to contact Amazon Pay to resolve this.
You can create an Amazon account during the booking process. Click the Amazon Pay button on either the collection preferences or payment page. A pop-up will open on the Amazon site containing a new account link – ‘Create an Amazon account’. Click the link and follow the instructions. When this has been completed the pop-up will close. You can then select your preferred payment method and complete the transaction.
If you don’t think you’ve received your booking confirmation, please check all your email accounts including any junk or spam folders. If you still can’t find the email you can contact Customer Services and ask them to resend you the confirmation email.
It works on iPhone and Android phones, tablets, laptops and desktops across all the major browsers.
This will be your Amazon account email address. If you’re unsure or you don’t think you’ve received your booking confirmation, please check all your email accounts including any junk or spam folders.

You will receive two emails from Amazon and one or two emails from Southern.

From Amazon, there will be an initial email letting you know they are processing the payment and then a second email to advise if the payment has been successful.

Southern will send you a booking confirmation email, and a second email containing links to download the e-ticket ONLY if you have purchased an e-ticket.

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