Railboard

@newghoststories Yes, sure 😉 apps.apple.com/gb/app/railboa…

Can I get a National Rail Replacement App??

For people who work in the rail industry, here's a little overlooked feature: From Railboard's settings menu, you can turn on seeing headcodes on the 'Live trains' results screen.

Heads up 🚨 @nationalrailenq is changing ticket refund rules. From 1 April 2026, some tickets will only be refundable until 23:59 the day before travel. If you have a journey coming up, it’s worth checking out the changes: nationalrail.co.uk/refundschange #refundschange

@GWRHelp Perfect, thank you Naomi!

@RailboardUK Hi there, we have received your message and I have passed this on to the team to look into. Once we hear back, we will be in touch. -Naomi

@GWRHelp Is there someone I can talk to about the decision to not supply platform numbers to National Rail for Paddington station? I’d like to know so that when I get messages about it from people using Railboard, I can give the actual reason. Apologies for posting directly, but I did try reaching out using the contact form on your website over a month ago, as well as a private message on X, but haven’t received a response to either. Thanks! Jon

@GWRHelp Hi John, did you get my DM? Any luck checking on the progress of the case?

@GWRHelp Okay sure, will do!

So as it's a @networkrail station, I did get in touch with them first, as initially I thought it was another occasion of the CIS disconnecting from Darwin (which seems to happen quite often at Network Rail managed stations). But they've essentially told me the information isn't being supplied to them in the first place. So I just wanted to check if that's correct? Or if perhaps they've misunderstood my queries, or I've misunderstood their response? Basically, I'm just trying to get to the bottom of this, as it's quite annoying for passengers using Paddington station!

@RailboardUK Hi there, sorry we didn't get to your earlier message. Paddington station is operated by Network Rail, so they would be the ones to manage this. @networkrail Could you provide any information regarding this? Thanks - John - John

✅ Service has been restored, so you can once again use Railboard without issues. ✅ We are still closely monitoring the situation though.

🚨 Due to an outage with one of Railboard's cloud suppliers, Google Cloud, you may find intermittent issues when using the app and attempting to buy tickets. 🚨 We apologise for this, and are monitoring the situation closely.

Thanks Darren. I attempted to raise a service request last week (reference # 250522-000702), although suffice to say, it doesn't seem to have had the desired effect. I'll message you my email address, although I'm not fussed about being kept in the loop, I just want it fixed 😅 Jon

@RailboardUK @nationalrailenq Hi If you direct message me your contact details I can raise a service request to the local team to investigate or I can raise this without any details . Thanks Darren

@networkrail Hi, are you aware that for Paddington station, a Network Rail managed station, on apps and websites that use the National Rail data feeds, platform numbers are only showing for Elizabeth line trains? For example, on the National Rail website: nationalrail.co.uk/live-trains/de… Based on reports from our customers, this has been an ongoing issue since at least the start of the month. I'm sure you are aware though, many passengers rely on the apps and websites to find their platform, including blind and partially sighted passengers who may not be able to see the information boards in the station, and deaf passengers who may not be able to hear the station announcements.

@nationalrailenq @networkrail Yep, that's what I expected, you can only work with the data you're given! @networkrail it would be greatly appreciated by the passengers if this could be looked into. Thank you.

@RailboardUK @networkrail Hi there, as you've mentioned, platform numbers are fed through to our applications from the service operators. When platform numbers aren't available, this is because the data has not been provided. @networkrail will need to check this on their end please.

@nationalrailenq, looping you into this. Platform numbers are not coming through for Paddington - expect for Elizabeth line trains, as I suspect TfL runs that part of the station, not Network Rail. Are you able to liaise with Network Rail to help sort out whatever the issue is? As I mentioned in the first post, a lot of people rely on the app and website to find what platform they need to go to. Thank you!

@RailboardUK Hi If you contact National Rail , its their app and website they will be able to contact there service desk to rectify it . Thank you for contacting Network Rail Darren

@frankie_rose92 Hi, firstly apologies for the slow reply to this! Thanks for reporting the issue. We'll investigate and report it if necessary to those supplying the data. ~Jon

@RailboardUK there seems to be a problem with your app, it’s saying my train is delayed from east farleigh to paddock wood but the train was on time, was the same yesterday evening

@v8_Martin Thanks for the feedback and idea, Martin!

Right, but the ticket was scanned though? You are owed compensation from @GWRHelp . Here is the form you need to fill in to get it: delayrepay.gwr.com And more about Delay Repay from them: gwr.com/help-and-suppo… It sounds like you should be able to get 100% of the ticket value from them. And again, I apologise that this is the system. It would be easier all round if it was possible to claim the compensation for disrupted journeys directly from the ticket retailer.

@RailboardUK @BTP Nobody entered the platform. They had the escalators barriers up at 10 and 11 to stop people going there. This was on BBC news incase you didn’t see it.

@RailboardUK I was one of the 1000's stuck in the mess with the Reading>Paddington closure this morning. So had to return home. And Johnathan on your helpdesk REFUSING to refund me as i had to use my return ticket to Exit the station !.

Because the tickets were used to enter the platform, we can’t refund them. But because you couldn’t complete your journey due to disruption, you can claim Delay Repay compensation from the train operating company that was disrupted. Here is more about the difference between a refund and Delay Repay compensation: nationalrail.co.uk/help-and-assis… We are aware this system is not exactly as simple as it perhaps could be, and we’d also prefer it to be possible for the ticket retailer to be able to issue the compensation directly, instead of the train operating company that was disrupted. But that’s the system we have to work within (although we are pushing for that!). This is the link to claim Delay Repay from @GWRHelp: gwr.com/help-and-suppo…

@RailboardUK So you are saying to refund my unused tickets I would have had to exit the station illegally. Sorry unacceptable, you need to escalate this. And GWR will not refund as tickets not purchased via them, already asked. Perhaps @BTP need to step in since you want us to break the law.