Contacting Loco2

We've tried to make our Help content as thorough as possible, so in the first instance you should search to see if your question is answered here.

For information about popular routes and train services, check our  Discover content

IN THIS ARTICLE

Manage existing bookings

You can manage existing bookings in your Loco2 account, where it is possible to perform the most common actions, including:

View your itinerary including times and seats
Download print-at-home tickets, or view collection/ticketless references
Resend your confirmation email
Apply for a refund if permitted by your fare conditions.

Emailing Loco2

If you can't find an answer to your question in our Help articles you can contact us by email. We have a round-the-clock customer support team so we reply very quickly, and we prioritise urgent queries.

If you have already purchased tickets

If you're an existing customer please simply reply to your booking confirmation email. This helps us locate your booking details immediately to provide a rapid response. Alternatively you can use the contact link at the top right of every page, or simply email hello@loco2.com.

If you have not yet purchased tickets

When emailing us prior to booking, it's really helpful if you can share a link to the page that you're having trouble with. Simply copy and paste from your browser's address bar:

Please note that links to any page beyond your search results, e.g., Ticket Details or Payment pages, do not work, and we generally do not get all the information we need from a screenshot. It's best if you send a link to your list of search results even if the problem is occurring later in the booking process. 

Contacting Loco2 via social media

You can find us on Facebook and Twitter.

We love hearing about your adventures by train so please mention @loco2 or come and post your pics! We'll be pleased to share them with our followers.

We're also happy to help with customer support queries via social media but we can't guarantee the same response time, since we don't monitor these channels around the clock. If you need help, the best way to contact us is by emailing hello@loco2.com.

Why doesn't Loco2 have a phone number?

Loco2 does not offer a telephone number for customer support since we are a  small team, without a call centre. However, we are very quick to respond by email.

We have staff around the world, answering emails around the clock, seven days per week. They are committed to providing fast, accurate and personal responses to all queries.

In 2016, our average response time was 3 hours 40 mins, and we replied to 99% of emails within 24 hours.

We understand that some customers would prefer telephone support. Sadly, this can be very time consuming (and costly), especially for a small team like ours.

Providing support by email is by far the most efficient way to diagnose problems during the booking process or request changes to tickets. It means that we can help more customers, more quickly. You will find contact links throughout the site.

Queries on the day of travel

For queries on the day of travel we can't always guarantee that we'll receive your email in time to assist you. In these circumstances we recommend speaking to staff at the station, who should be able to help.

Bespoke travel planning

We're proud of the customer service we provide but unfortunately we can't give detailed advice on specific itineraries. There are simply too many variables and personal preferences to take into account.

We recommend posting in a travel forum such as TripAdvisor or Lonely Planet, which have active communities of experienced travellers . You can also find a wealth of information about travelling by train on Seat 61.

Once you have a clearer picture of your intended route, you can run searches on Loco2 to view trains and timetables. If you any specific questions at this stage of your planning, please don't hesitate to get in touch.

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