Terms and Conditions: Ticket and Rail Pass Sales

Last updated: 13 March 2026

1. About these Terms

1.1. These Terms and Conditions ("Ticket Terms") govern the purchase of train tickets, rail passes, seat reservations, and related travel products (collectively, "Travel Products") facilitated through the Conductor Sam platform operated by AI Travel Services Ltd ("we", "us", "our", "Conductor Sam").

1.2. We are AI Travel Services Ltd, a company registered in England and Wales (company number 16299804). Our registered office is at 8 Twisleton Court, Priory Hill, Dartford, DA1 2EN.

1.3. These Ticket Terms apply in addition to our general Terms of Use and, where applicable, our Credit Sales Terms and Conditions . Where there is a conflict between these Ticket Terms and the general Terms of Use, these Ticket Terms take precedence in respect of Travel Product purchases.

1.4. By purchasing any Travel Product through us, you confirm that you have read, understood, and agree to be bound by these Ticket Terms.

2. Definitions

In these Ticket Terms:

"Travel Products" means train tickets, rail passes (including Interrail and Eurail passes), seat reservations, and any other transport-related products available for purchase through the Conductor Sam platform.
"Operator" means the train operating company, rail carrier, or pass issuer that provides the transport service or issues the Travel Product (e.g., SNCF, Deutsche Bahn, Trenitalia, Eurail B.V.).
"Provider" means the third-party intermediary or distributor through which we source Travel Products on your behalf.
"Booking Fee" means any service charge applied by Conductor Sam to facilitate a Travel Product purchase, which may be charged in credits (deducted from your credit balance) or in currency, as displayed at the time of booking.
"Stripe" means Stripe Payments UK Ltd, which processes card payments for Travel Product purchases.

3. Our Role

3.1. Conductor Sam acts as an intermediary. We facilitate the purchase of Travel Products on your behalf. We are not the transport operator, and we do not provide transport services. The contract for the transport service is between you and the relevant Operator.

3.2. We source Travel Products through third-party Providers and Operators. We act as a commercial agent facilitating the booking. We are not a party to the contract of carriage between you and the Operator.

3.3. We are responsible for:

the accuracy of the booking information we submit on your behalf (based on the information you provide to us);
facilitating payment collection and delivering your Travel Product (e-ticket, booking confirmation, or pass) to you;
providing customer support in relation to the booking process.

3.4. We are not responsible for:

the performance of the transport service (including delays, cancellations, schedule changes, or service disruptions);
the accuracy of timetables, fares, availability, or platform information provided by Operators or Providers;
the Operator's terms and conditions of carriage;
luggage, on-board services, accessibility provisions, or any other aspect of the travel experience.

3.5. Once a valid Travel Product has been issued and delivered to you, it will be honoured by the relevant Operator regardless of Conductor Sam's ongoing operations. In the unlikely event of our insolvency, any Travel Products already issued and delivered to you will remain valid.

4. Eligibility

4.1. You must be aged 16 or over to purchase Travel Products through us. If you are aged 16 or 17, you must have the permission of your parent or guardian.

4.2. You may purchase Travel Products for yourself or on behalf of other passengers, provided you have their consent to provide their personal information and to make the purchase on their behalf.

4.3. You are responsible for the accuracy of all passenger information you provide (including names, dates of birth, and any other details required by the Operator). We cannot be held responsible for Travel Products that are invalid or unusable due to incorrect passenger information provided by you.

4.4. Some Travel Products may require specific eligibility (e.g., age-based passes, residency requirements for Interrail passes). It is your responsibility to ensure that you and any passengers you book for meet the eligibility requirements of the Travel Product. We will provide information about eligibility requirements where available, but we rely on the information published by Operators and cannot guarantee its completeness.

5. Booking Process

5.1. Searching and Selecting

5.1.1. We display Travel Product options based on information provided to us by Operators and Providers. Although we take reasonable care to ensure the accuracy of the information shown, prices, availability, and schedules may change between the time they are displayed to you and the time you complete your purchase.

5.1.2. If the price of a Travel Product changes before you complete payment, we will inform you of the updated price before you confirm the purchase.

5.2. Booking Confirmation

5.2.1. Your booking is confirmed when:

your payment has been successfully processed;
the Operator or Provider has confirmed and issued the Travel Product; and
we have sent you a booking confirmation by email.

5.2.2. We will deliver your Travel Product as soon as reasonably practicable after booking confirmation. Delivery is typically by e-ticket (PDF attachment or mobile ticket) sent to the email address associated with your account. Some Travel Products may require collection at the station or delivery via post.

5.2.3. You must check your booking confirmation and Travel Product details immediately upon receipt. If you notice any errors, contact us as soon as possible. We will attempt to correct errors where possible, but corrections may not always be available depending on the Operator's terms and conditions.

5.3. Booking Fees

5.3.1. We may charge a Booking Fee for facilitating a Travel Product purchase. The Booking Fee, if applicable, will be clearly displayed to you before you confirm your booking.

5.3.2. Booking Fees may be charged as credits (deducted from your existing credit balance) or as a monetary charge included in the payment total. The method will be displayed at the time of booking.

5.3.3. Where the Booking Fee is charged in credits, the credits will be deducted from your account at the time you confirm the booking, before you proceed to payment for the Travel Product fare.

5.3.4. Pass purchases (including Interrail and Eurail passes) may carry no Booking Fee. This will be indicated at the time of booking.

5.3.5. For small orders where our Booking Fee would be disproportionate to the order value, we may instead provide you with direct links to the Operator or an alternative booking platform where you can complete the purchase at no additional cost.

6. Payment

6.1. Payment for the Travel Product fare is processed by Stripe. By making a purchase, you agree to Stripe's terms of service and privacy policy in respect of the payment processing.

6.2. We accept payment by credit card and debit card (Visa, Mastercard, and any other methods displayed at checkout). The available payment methods may vary.

6.3. All prices are displayed in the currency shown at the time of booking. The currency may differ from your home currency. If you pay using a card linked to a bank account in a different currency, your bank may charge a foreign exchange fee. This is outside our control.

6.4. You must ensure that you are the cardholder of the payment card used, or that you have the cardholder's authorisation to use it for the purchase.

6.5. Your payment is collected at the time of booking. We capture payment and finalise the Travel Product with the Operator or Provider in near real-time. We do not hold funds against future fulfilment.

6.6. If your payment fails or is declined, your booking will not be confirmed and no Travel Product will be issued. We are not responsible for payment failures caused by your bank, card issuer, or payment method.

7. Travel Products: Tickets

7.1. Train Tickets

7.1.1. Train tickets are issued by the relevant Operator and are subject to that Operator's conditions of carriage. We will make reasonable efforts to draw your attention to key conditions (such as whether a ticket is refundable or changeable) before you complete your purchase, but it is your responsibility to read and understand the Operator's full terms.

7.1.2. Tickets are typically non-transferable. You must not allow another person to use your ticket unless the Operator's terms expressly permit it.

7.1.3. You must have a valid ticket before boarding the train. If you fail to present a valid ticket when requested, you may be required to pay a full fare and/or a penalty by the Operator. We accept no liability for penalty fares or charges imposed by Operators.

7.2. E-tickets

7.2.1. E-tickets are delivered to you as a PDF attachment by email, or as a mobile ticket accessible within the Conductor Sam platform or app. You will need a device capable of displaying the e-ticket (either on screen or printed) when travelling.

7.2.2. An e-ticket is valid for a single journey and a single passenger (or group, if a group ticket). It is a criminal offence to alter, duplicate, or fraudulently use an e-ticket. You are responsible for any fraudulent use of your e-ticket.

7.2.3. If two or more passengers present the same e-ticket, all copies may be treated as invalid by the Operator.

7.3. Station Collection

7.3.1. Where e-ticket delivery is not available, you may need to collect your tickets at the station using a collection reference and/or the payment card used to make the booking. We will provide collection instructions at the time of booking.

7.3.2. You must allow sufficient time to collect your tickets before your train departs. We are not responsible if you are unable to collect your tickets due to station facilities being unavailable, ticket machines being out of order, or insufficient time before departure.

8. Travel Products: Rail Passes

8.1. Interrail and Eurail Passes

8.1.1. Rail passes (including Interrail Global Passes, Interrail One Country Passes, Eurail Global Passes, and Eurail One Country Passes) are issued by Eurail B.V. or the relevant pass issuer and are subject to their terms and conditions of use.

8.1.2. Rail passes have specific validity periods and conditions of use (including residency requirements for Interrail passes, age categories, and travel day rules). It is your responsibility to ensure you understand and comply with these conditions.

8.1.3. Some rail passes require activation before first use. You are responsible for activating your pass in accordance with the issuer's instructions.

8.2. Seat Reservations

8.2.1. Some train services require a seat reservation in addition to your ticket or pass. We will inform you where seat reservations are compulsory or recommended.

8.2.2. Seat reservations are subject to the relevant Operator's terms and conditions and availability at the time of booking.

9. Changes, Cancellations, and Refunds

9.1. General Principles

9.1.1. Whether you can change, cancel, or obtain a refund for a Travel Product depends on the type of Travel Product and the Operator's terms and conditions. Some Travel Products (such as advance or promotional tickets) may be non-refundable and non-changeable.

9.1.2. We will inform you of the key conditions (refundable, changeable, non-refundable) before you complete your purchase. However, you should check the Operator's full terms for detailed conditions.

9.1.3. Any changes, cancellations, or refunds are subject to the Operator's policies and timescales, not ours. We facilitate the process on your behalf where possible, but the final decision rests with the Operator.

9.2. Requesting Changes or Cancellations

9.2.1. To request a change or cancellation, please contact us at hello@conductorsam.com as soon as possible. Some changes or cancellations may need to be made before the departure time of your booked service.

9.2.2. We will forward your request to the relevant Operator or Provider. We cannot guarantee that changes or cancellations will be accepted.

9.2.3. The Operator may charge a fee for changes or cancellations. Any such fees will be passed through to you and will be communicated before we process the change or cancellation.

9.3. Refunds

9.3.1. If you are entitled to a refund under the Operator's terms, we will process the refund to your original payment method via Stripe. Please allow up to 14 business days for the refund to reach your account, depending on the Operator's processing timescales and your payment provider.

9.3.2. Refunds are calculated and issued in the currency in which you paid. If exchange rates have changed since the original purchase, the refunded amount in your home currency may differ from the amount originally charged. This is outside our control.

9.3.3. Booking Fees charged by Conductor Sam (whether in credits or currency) are non-refundable. This is because our intermediation service is performed at the time of booking. Where the Booking Fee was charged in credits, those credits will not be returned to your account.

9.3.4. If we agree that an error in your booking was made by us (not by you or the Operator), we will offer you a replacement Travel Product or a full refund, including any Booking Fee.

9.4. Consumer Cancellation Rights

9.4.1. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Section 28(1)(h), the 14-day right of withdrawal does not apply to contracts for the provision of transport services where the contract provides for a specific date or period of performance. This means that the statutory cooling-off period does not apply to Travel Products booked for a specific date of travel.

9.4.2. Your cancellation and refund rights are therefore governed by the Operator's terms and conditions, as described in this Section 9.

10. Delays, Disruptions, and Compensation

10.1. If the transport service you have booked is delayed or cancelled by the Operator, you may be entitled to compensation or a refund under the Operator's delay/disruption policies and/or applicable regulations (including, for EU rail journeys, Regulation (EU) 2021/782 on rail passengers' rights, and for UK domestic journeys, the Rail Passengers' Rights and Obligations (Amendment) (EU Exit) Regulations 2018 and individual Operator Delay Repay schemes).

10.2. Claims for delay compensation or disruption refunds should be directed to the relevant Operator. We can provide guidance on how to make a claim and, where available, direct links to the Operator's claims process.

10.3. We are not responsible for delays, cancellations, or service disruptions caused by Operators. We do not provide compensation for delays or disruptions ourselves.

10.4. Where you have booked multiple Travel Products through us in a single transaction or as part of a trip plan, each Travel Product represents a separate contract with the relevant Operator. We cannot guarantee onward connections, and if a delay on one leg causes you to miss a connection on another leg, you may not be entitled to alternative travel or a refund for the missed connection, particularly where the Travel Products involve different Operators.

11. Packages and Other Travel Services

11.1. We do not sell, organise, or arrange holiday packages. We sell train tickets and rail passes only. The Package Travel and Linked Travel Arrangements Regulations 2018 do not apply to our booking service as package travel.

11.2. Our trip planning tools may display links to third-party accommodation and activity providers (such as Booking.com). These links are provided for your convenience as part of the planning experience. If you choose to book accommodation, activities, or any other travel service from a third-party provider, you will contract directly with that provider. We are not a party to any contract between you and a third-party accommodation, activity, or other travel service provider.

11.3. We are not responsible for the performance, quality, accuracy, or availability of any third-party travel service. Any complaints or issues relating to accommodation, activities, or other non-rail services should be directed to the relevant provider.

11.4. In the unlikely event of our insolvency, any Travel Products (train tickets and rail passes) already issued and delivered to you will still be honoured by the relevant Operator.

12. Your Responsibilities

12.1. You are responsible for:

ensuring that the passenger information you provide is accurate and complete;
ensuring that you and any passengers meet the eligibility requirements for the Travel Product purchased;
arriving at the station in sufficient time to board your train, including allowing time for ticket collection where applicable;
holding a valid passport, visa, or other travel documents required for your journey (particularly for cross-border services);
complying with the Operator's conditions of carriage;
checking and verifying your booking confirmation and Travel Product details upon receipt.

12.2. We are not responsible for any loss, cost, or inconvenience arising from your failure to comply with the responsibilities listed in clause 12.1.

13. Data and Privacy

13.1. When you purchase a Travel Product, we collect personal data necessary to process your booking (including your name, email address, passenger details, and payment information). We handle this data in accordance with our Privacy Policy .

13.2. We may share your personal data with Operators, Providers, and Stripe as necessary to fulfil your booking. These third parties will handle your data in accordance with their own privacy policies.

13.3. Some Operators (particularly for cross-border services such as Eurostar) require Advanced Passenger Information (API), including passport details. Where required, we will inform you during the booking process. You are responsible for providing this information accurately.

14. Liability

14.1. Nothing in these Ticket Terms excludes or limits our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
any other liability that cannot be excluded or limited under applicable law.

14.2. Subject to clause 14.1, our total aggregate liability to you in connection with Travel Products shall not exceed the total amount you have paid to us (not including the Travel Product fare paid to the Operator) for the booking giving rise to the claim.

14.3. Subject to clause 14.1, we are not liable for:

any indirect, incidental, special, or consequential loss or damage;
any loss of profit, revenue, enjoyment, or anticipated savings;
any loss arising from delays, cancellations, or disruptions to transport services;
any loss arising from the acts or omissions of Operators, Providers, or other third parties;
any loss arising from incorrect passenger information provided by you;
any loss arising from your failure to hold valid travel documents;
any loss arising from circumstances outside our reasonable control, including but not limited to strikes, industrial action, severe weather, natural disasters, pandemics, government restrictions, or acts of terrorism.

14.4. The Operator is solely responsible for the performance of the transport service. Any claims relating to the transport service itself (including claims for delay, cancellation, injury, loss of luggage, or service quality) must be directed to the relevant Operator under their conditions of carriage.

15. Disputes and Complaints

15.1. If you have a complaint about a booking made through us, please contact us at hello@conductorsam.com . We will aim to respond within 5 business days and to resolve your complaint as quickly as reasonably practicable.

15.2. For complaints relating to the transport service itself (e.g., delays, cancellations, on-board service, or accessibility), please contact the relevant Operator directly. We can provide guidance on how to contact the Operator.

15.3. For payment-related disputes (e.g., incorrect charges, failed transactions), please contact us first. If we are unable to resolve the issue, you may raise a dispute with your card issuer or contact Stripe.

15.4. If we are unable to resolve your complaint to your satisfaction, you may refer the matter to an alternative dispute resolution provider. We are not obliged to participate in alternative dispute resolution, but we will inform you of any applicable scheme at the time.

16. Changes to These Terms

16.1. We may update these Ticket Terms from time to time. The updated terms will be posted on our website with a revised "Last updated" date.

16.2. The Ticket Terms in effect at the time you make a booking will apply to that booking.

17. General

17.1. These Ticket Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction in relation to any dispute arising under or in connection with these Ticket Terms, subject to any mandatory consumer protection provisions that may apply.

17.2. If any provision of these Ticket Terms is found to be invalid or unenforceable by a court, the remaining provisions shall continue in full force and effect.

17.3. Our failure to enforce any right or provision of these Ticket Terms does not constitute a waiver of that right or provision.

17.4. These Ticket Terms, together with the general Terms of Use, our Privacy Policy , and (where applicable) our Credit Sales Terms and Conditions , constitute the entire agreement between you and us in relation to Travel Product purchases.

18. Contact Us

If you have any questions about these Ticket Terms, please contact us:

Email: hello@conductorsam.com
Post: AI Travel Services Ltd, 8 Twisleton Court, Priory Hill, Dartford, DA1 2EN

Ticket and Rail Pass Sales Terms and Conditions