E-Tickets – Client User Guide
May 2019 v1.1
Rail E-Tickets
Our commitment to delivering great service and support to all our clients remains our number one
priority, with this in mind we are delighted to announce our brand new rail ticket method –
E-Tickets.
Choosing the E-Ticket delivery method gives customers a right to travel with a ticket that is recorded
electronically when the purchase is made and delivered to you as a PDF. This gives you the freedom
to choose whether to print a copy or store it on a mobile device.
When an E-Ticket is booked the person travelling will receive an email containing a PDF of the ticket
to use to travel, to their preferred email address, which they will have entered during the booking
process.
This document has been compiled to provide an overview of what rail E-Tickets are and how they work.
If you have any questions about anything mentioned in this document, please do not hesitate to contact
our Business Support Team on North.BSU@travelctm.com
Contents
User Admin – E-Ticket Email address ................................................................................ 0
How to book an E-Ticket on tRIPS ..................................................................................... 0
Departure and arrival points .............................................................................................................................. 0
Dates and times of travel ................................................................................................................................... 1
Passengers .......................................................................................................................................................... 1
Class.................................................................................................................................................................... 1
Railcards ............................................................................................................................................................. 2
Fares ................................................................................................................................................................... 2
Traveller details .................................................................................................................................................. 3
Seating preferences............................................................................................................................................ 4
Billing & ticketing information ........................................................................................................................... 4
Entering the billing details................................................................................................................................................ 4
Selecting a delivery method ............................................................................................................................................. 4
Confirming the booking ...................................................................................................................................... 5
Cancellation ..................................................................................................................... 8
Exchanges ........................................................................................................................ 8
Contacts ............................................................................................................................................................. 8
User Admin – E-Ticket Email address
Select User Admin from the navigation menu
Under the Personal tab, within the Contact Details section there is a field named ‘eTicket Email
Address’.
If this is filled in the email address entered will pre-populate into the eTicket Email Address field within
the Billing and Info page each time you are making an E-Ticket rail booking.
How to book an E-Ticket on tRIPS
To begin booking a rail journey, click Book Travel then the Rail button. The
rail search form will then appear, prompting for the journey details.
Departure and arrival points
Your first step is to tell tRIPS
®
where you are going from and to. You can select your departure and
arrival points using the drop-down arrows, or by typing them out. Station codes can also be used for
your search, if you know them. E.g. LDS for Leeds.
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Dates and times of travel
Select a date and time of departure. Include
a return date and time if applicable. You can
do this by typing in a date (DD/MM/YY), or by
clicking the calendar icon. Times can be
entered in 15 minute increments.
If only a single ticket is required, simply
select the one way option.
tRIPS
®
will default the departure date to
the current date.
Remember to double-check this when making a booking, as some ticket types are only valid for a
certain date (or time) and will incur charges for cancellations.
‘Arrive Before’ will list all available trains before a specified time, including those from the night before,
so it’s often best to use the ‘Depart After’ option.
Passengers
Depending on your account type, you can adjust the number of travellers.
By default the number is one adult.
Up to eight travellers can be placed in one booking; for example this can
be eight adults, or four adults and four children.
If your organisation has requested that your profile is set up as a self-book user, the ‘Adults’ box will
auto populate and be fixed with 1 as you can only book 1 ticket for yourself.
When more than one adult/child is specified, tRIPS
®
will automatically allocate the closest available
seats.
Class
The Class of Service drop-down may show different
options depending on your organisation’s travel policy.
Searching ‘Any’ class will return both Standard and First
Class results.
In the majority of cases authorisation will need to be
obtained from your in-house travel management team
before booking First Class travel.
FARE AND SEATING AVAILABILITY
Rail fares are only released by train operators three months in advance, while seat
reservations are typically released eight weeks in advance. It is not possible to book any
further ahead.
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Railcards
If you have a railcard, you can choose to apply it by
ticking Apply Railcard/Concession. (Shown on the
image above).
Railcards which tRIPS
®
will accept will be displayed in
a pop-up box after clicking Search.
A railcard number is not required, but you must take
your railcard when travelling, otherwise you will be
charged the full fare.
Any discount will be applied automatically unless you
have ticked the Disable Auto-Discounts box.
Fares
On the fare selection page, if an E-Ticket is available, the E-Ticket icon will show alongside the
ticket type name:
Select a time for your journey by clicking on a circle underneath the time you wish to travel; remember
to select a return time if applicable. In general, circles will be displayed underneath the times
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which that ticket is valid, however make sure to check if the ticket is fixed to the selected time
before purchasing.
After selecting the journey click either Book now or Add to Basket. Book now is the quickest option if
this is the only item you are booking for this journey, Add to Basket if you are also booking a Hotel or
other travel to complete your itinerary.
Traveller details
Once the booking process has begun you will be presented with an option menu that requests for the
identity of the traveller. You will see three options (depending on your account type):
Add Guest – For bookings where the traveller is not
registered to use tRIPS
®
; details are entered manually.
Add Company User – For bookings where the traveller
has an account registered on tRIPS
®
.
Add Me – This will enter your own details or those
you’re booking on behalf of using the ‘Book On Behalf
Of a User’ button.
When filling out this section, you only need to specify a
title, first name and surname if you are booking for
adults (though a date of birth is required when
booking for children). Nationality and gender only apply for flights, so you can ignore these.
As an example, Mr Vernon Bear has been added as a guest, Names can be removed by pressing the
red circle on the right.
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Seating preferences
Seat reservations are optional (with the exception of
Advance Single tickets, where the ticket is only valid with
an accompanying seat reservation).
On the seat reservations screen, you can specify a
number of options, e.g. direction of travel, the
location/coach and position.
If you have filled out your preferences in the User Admin
screen, these will be loaded automatically.
The ‘specific seat’ option can be selected if you know
what seat number or coach is required, though it is
generally recommended to use the general ‘seat’ option.
tRIPS
®
will search for seats at the time you have selected previously.
Billing & ticketing information
The final stage is split in to two sections, billing details and delivery method.
Entering the billing details
You will need to enter your booking codes first.
These codes requested will vary depending on your organisation; some examples include cost
centres, staff numbers and reasons for travel.
If your preferences in the User Admin page have been filled out, the codes will be loaded
automatically in to the billing page.
However if you are entering these manually, double-check them first as it is not possible to amend
billing details once the booking is confirmed.
Mandatory fields or invalid codes are highlighted with a red icon and box.
When booking for more than one traveller, you can tick the ‘Apply to all…’ box to enter the same cost
centre across all travellers.
Selecting a delivery method
To select a delivery option, look out for the Queue drop-down menu.
BOOKING FOR MORE THAN ONE TRAVELLER?
Multiple travellers will each have to be added separately. All name fields must be filled. It will
not be possible to continue until all the fields have information in them.
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Select E-Ticket as the delivery option.
Selecting the E Ticket option automatically presents an additional field to add the email address where
the PDF should be sent, each traveller will receive an individual email.
If an email address has been entered into your preferences in the User Admin page, the email
address will be loaded automatically in to the billing page.
Bookers receive an email confirmation automatically once the order has confirmed, though it is
possible to send copies to other email addresses at the bottom of the Billing & Ticketing window.
Once the Billing & Ticketing window has been completed, you will be prompted a final time to confirm
seating arrangements. Click Continue.
Confirming the booking
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You will then see the basket. The ‘Booking Phase’ column will now have changed from “Collecting
User Input” to “Confirm”.
Select Confirm next to your ticket to continue. You will then be prompted to read the terms and
conditions of your purchase.
Click the links to view the terms and conditions.
After reading the terms and conditions, please click
‘Yes’ to agree to the terms and finalise the
purchase.
Once ‘Yes’ has been selected, this decision cannot be
reversed.
Once fully completed, the Booking Phase will change to “Booking Successful”, and you will see the
booking reference underlined.
An email confirmation will be sent to you and any other email addresses specified on the Billing &
Ticketing Information page. A record of the booking is also accessible from Baskets Manager which
also has the option to download the E-Ticket PDF should it be required at a later date.
The link for E-Ticket PDF will be sent to the email address that was entered into the E-Ticket email
address field. If you have booked a return journey, there will be 2 PDFs – 1 for each leg of travel. The
email contains the option to add the tickets to your mobile wallet for use from a mobile device or
download and print the PDF if you prefer a paper copy.
To use the E-Ticket simply scan the barcode in the PDF at the barrier at the station you are travelling
from.
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Cancellation
Cancellations are only available on certain fare types. If your travel plans change, you should call us
to cancel or exchange the booking.
Exchanges
It is not possible to exchange E-Ticket rail bookings online as this element has not yet been released.
If your travel plans change, you should call us to exchange the booking.
Contacts
Crown – North.[email protected]
01274 726424
Corporate – North.corporate@travelctm.com
0330 0082000
Scottish Government – North.Gov[email protected]
01274 760650
Confidentiality Statement
This proposal contains confidential information belonging to Corporate Travel Management (CTM). No part
of this document or its attachments may be reproduced, in whole or part without prior written consent. All
proposals, presentations and supporting materials associated with this document are to be treated in the
strictest confidence and used solely for the purpose of evaluating CTM's proposal.
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CORPORATE TRAVEL MANAGEMENT
One Carter Lane, London EC4V 5ER
+44 (0)207 429 9600 | www.travelctm.co.uk
