Contact

Support and feedback#

Questions, feedback, or something not working, such as a wrong platform or the wrong train picked for you? Email us. We read every message, and we aim to reply within 48 hours.

[email protected]Copy

On any RailPilot screen, Report a problem in the menu starts this email for you, with your trains and the app version already filled in. Your location is not included. You can read and change all of it before you send.

What helps us fix a problem

If you can, tell us:

• the train: its departure time, where it started and where it was going
• the station you were at, or roughly where you were
• the date and time it happened
• what the journey screen showed, and what actually happened (a screenshot is ideal)
• which phone and browser you were using

For a problem using RailPilot with a screen reader or other assistive technology, see our Accessibility statement for what else helps.

What we can’t help with#

RailPilot is an independent app. We don’t sell tickets or run trains, so we can’t help with tickets, refunds or lost property. For those, contact the train company you travelled with, or the company you bought your ticket from.

We can’t process Delay Repay claims, but when a train gets you in late we keep the details you need on your phone for 28 days. Claims go to the train company.

Privacy and your data#

For anything about your personal data, including the rights set out in our Privacy policy, email:

[email protected]Copy

Company details#

RailPilot is operated by RailPilot Ltd.

Registered name

RailPilot Ltd

Registered in

England and Wales

Company number

17359417

Registered office

66 Paul Street, London EC2A 4NA

Data protection

Registered with the UK Information Commissioner’s Office, reference ZC234466

Email is the fastest way to reach us. Post to the registered office also reaches us, but more slowly.