Effective date: August 31, 2026 · Last reviewed: August 31, 2026 · Applies to: railwaytravel.net and all services provided by AGENCY 54, LLC
1. The short version
Railway Travel does not sell tickets, does not process reservations and does not accept payments of any kind. We therefore hold no money belonging to you and have nothing to refund.
If you have paid for travel, you paid a carrier or an independent third-party travel provider. Your refund rights lie with them.
Nothing you paid came to us
We have no access to booking records, no payment relationship with you, and no ability to authorise, approve, deny or process a refund. This is not a policy choice — we are simply not party to the transaction.
2. Who to contact
Work out who actually took the payment, then contact them directly:
- Check your confirmation email. The company that issued your reservation is named on it, along with a booking reference.
- Check your card or bank statement. The merchant descriptor identifies who charged you.
- Contact that company directly using the details on your confirmation, quoting your booking reference.
- If you booked directly with a carrier, use the carrier's own refunds process.
If you genuinely cannot identify who handled your booking, call us on +1 (888) 821-4679 and we will do what we reasonably can to help you work out who to approach. We cannot act on your behalf, but we can often help identify the provider.
3. What determines whether travel is refundable
Refundability is set by the fare rules of the ticket purchased and by the policies of whoever sold it. Broadly:
This table is general background only. The rules that apply to your ticket are the rules stated by the company that sold it to you.
| Fare type | Typical refundability |
|---|---|
| Flexible / Anytime fares | Generally refundable up to departure |
| Semi-flexible / Off-Peak fares | Usually changeable, often refundable with a fee |
| Value / Saver / Advance fares | Usually non-refundable; credit may be offered |
| Sleeping-car accommodation | Depends how far ahead you cancel |
| Rail passes | Generally non-refundable once activated |
4. Third-party provider fees
An independent travel provider may charge its own booking or service fee in addition to the carrier fare. Whether that fee is refundable is determined by that provider's own terms, which they are required to disclose to you before taking payment.
Railway Travel does not set, receive, control or refund those fees. If you were not told about a fee before paying, raise it with the provider and, if unresolved, with your card issuer.
5. If a carrier cancels your service
Your rights sit with the carrier under its conditions of carriage. In the United Kingdom the Delay Repay scheme provides compensation for delays on most operators. In the United States, practice varies by carrier and circumstance.
Claims are made to the carrier or to whoever issued your ticket. We cannot submit or pursue a claim on your behalf.
6. Disputes with a provider we connected you to
If you were connected to a third-party provider through our information line and you have a complaint about them, we would like to know — email info@railwaytravel.net.
We cannot adjudicate the dispute, compel a refund or intervene in your transaction. What we can do is record the complaint and take it into account in deciding whether to continue connecting callers to that company.
7. Website content
This website is free to use. There is no subscription, no membership and no charge for any content, so no refund can arise in relation to the website itself.
8. Your statutory rights
Nothing in this policy limits any right you have under applicable federal or state consumer protection law, including the Florida Deceptive and Unfair Trade Practices Act. Where a provision conflicts with a mandatory legal right, that legal right prevails.
Contact
Questions about this document should be directed to:
AGENCY 54, LLC (trading as Railway Travel)
927 Tan Tara TRL
Jacksonville, FL 32221, United States
Telephone: +1 (888) 821-4679
Email: info@railwaytravel.net
