Accounts and payments

Q: Do I need an account to buy tickets on Trainhugger?

You don’t need an account to buy tickets, but you do need an account to manage trips and track your tree plantings. You also need an account if you want to apply for any refunds for cancelled and delayed trips. Click here to register.

Q: Does it cost anything to have a Trainhugger account?

Nope! A Trainhugger account is completely free to use.

Q: How do I set up an account?

You can set up an account by clicking this link, by clicking the sign up link on our home page, by downloading the app, or by clicking the link in the confirmation email you receive once you’ve booked your ticket. Just follow the instructions once you’ve clicked on the link.

Q: What do I get with a Trainhugger account?

A Trainhugger account is your personalised hub for sustainable train travel and helps you easily book tickets, manage your upcoming train journeys, view your journey and transaction history and see how many trees you’ve  planted and approximately how much carbon dioxide you’ve helped save from the atmosphere. You can also save your card details and contact preferences so that booking future tickets is as easy as possible.

Q: What types of payment can I use to purchase my tickets?

We accept Visa, Mastercard, Maestro and American Express.

Q: My payment isn’t going through, what should I do?

Double check the information is correct and that your payment and address details are up to date. If your payment is still not going through, if possible try another card as it could be an issue with your bank. It could also be a technical issue on our end (in which case, check our Twitter for any service updates). If we are not reporting any service issues, email and we will do our best to sort out the problem for you.

Q: How do I cancel my account?

You can cancel your account at any time. Just sign into your account, scroll to where it says “cancel my account” and follow the instructions. If you are having issues, please email