Trainline, your quick & easy way to book train tickets.
Frequently asked questions
Find the answers to frequently asked questions about Trainline with Roomex. Dive in to learn more.
Adding a shortcut to the site on Android
1. Login to your platform
Login to your Trainline with Roomex platform on your Android device by going to
rail.roomex.com in a mobile browser
You can also scan this QR code with your phone camera if you're on a computer. Just make sure you've turned on the lens setting for QR codes. Then type in your login credentials.
2. Add the site to your 'Home Screen'
Once logged in, click the 3 dots on the top right of your screen and select 'Add to Home Screen' and rename your shortcut to your liking. Eg; Rail with Roomex. Then click Add.
3. Success!
You'll now find the shortcut on your mobile device Home screen.
Adding a shortcut to the site on iOS
1. Login to your platform
Login to your Trainline with Roomex platform on your Android device by going to
rail.roomex.com in the Safari browser
Or, take a picture of this QR code with your phone camera if you're on a computer. Then type in your login credentials.
2. Add RoomexStay to your ‘Home screen’
At the bottom of your screen, open the Share menu and select 'Add to Home Screen'. On the screen here, you can name the link 'Rail with Roomex'. Once done, on the top right of your screen, select 'Add'.
3. Success!
You'll now find the shortcut on your mobile device Home Screen.
Delay Repay
Please click here for information on Delay Repay. Please note that claims should be submitted directly by the passenger through the Train Operator, as Trainline or Roomex is unable to handle requests on your behalf. Any compensation will be directly issued to the claiming passenger and cannot be facilitated through the Trainline business account.
How do I fully cancel my booking?
If the ticket type allows, you can fully cancel your booking by first, locating the booking in the "View Bookings" tab.
Select "Amend Booking"
Select "Change this Product"
Select "Cancellation" then, "Yes, all travellers" and "Next"
Review the details and the select "Confirm Change"
How do I partially cancel my booking?
If you have a flexible/amendable ticket and wish to cancel a certain leg of the journey or passenger(s) please click on the contact icon on the homepage, enter your booking reference and details of the cancellation required and our team will review and action.
How do I amend my booking?
Please navigate to the booking history section and locate the reservation you would like to amend. From here, click on 'View Booking' as below:
Then 'Amend Booking':
Ticket terms & restrictions will apply and can be reviewed in the 'Important Information' section under 'Your Documents'.
Booking London Underground Zones
London Underground Zones
When booking a TravelCard as part of a trip to/from London it is only valid for the outward date of travel.
To buy a TravelCard for another day of that trip you need to search an Open Return between one on the following Overground Stations with an Underground connection:
Zones 1-2 London Fenchurch Street > Limehouse
Zones 1-3 London Fenchurch Street > West Ham
Zones 1-4 London Fenchurch Street > Barking
Zones 1-5 London Fenchurch Street > Dagenham Dock
Zones 1-6 London Fenchurch Street > Upminster
The search will bring up the Anytime Day Travelcard options.
Although the stations will be named on the ticket the passenger will be able to travel by bus, train, tube, DLR and tram within relevant London Zones
Example - Buying a TravelCard for Zones 1-2
Search Open Return
Departing From – London Fenchurch Street
Arriving at – Limehouse
Select your Ticket Type and Select Journey
Click on Rules
In the Fare Rules, you will see Unlimited travel by bus, train, tube, DLR and tram within relevant London Zones for one day. Break of Journey permitted. Ticket is only valid for the date you selected to book. (Monday to Friday only)
To continue, click Select
For Underground, the ticket will always be Ticket on Departure. Click Select to continue
Accept the Terms and enter your reporting fields if required to complete the booking
How to check the Rules on a ticket booked
Once logged in. Search the booking in ‘Booking History’ and then select ‘View Booking’
Ticket terms can be viewed in the Important information section
How to setup new users. User levels and how to edit permissions
Once logged in, go to the User Management section (This section will only display if you have the relevant access)
Select Add new user
Enter the user details. (Username will autofill using the Email Address).
If you just want to register a passenger but do not want them to have access to the site, then untick ‘Account Enabled’. (You will still need to set a password)
Enter the Line Manager you would like a copy of the Confirmation emails to go to. (Line Manager needs to be registered on the site, as you starting typing their name it will appear)
Relevant reporting fields can be saved against a User Profile under ‘Data Fields’, these will then auto populate during the booking process or you can leave blank to be filled at the time of booking, if codes change for each booking.
You must enter a password. The password you add should be a minimum of 8 Characters, with one uppercase and one number.
Rail Preferences can also be set against an individual user, including Railcards to ensure maximum savings.
Click ‘Save Changes’ to complete the setup
Once saved, you can then provide the user with the Site URL and login details to gain access.
NB: Our Onboarding team can bulk upload users, so if you have an extended list, please reach out to onboarding@roomex.com
User Levels
User Levels can be unique to your Company but the most common User Levels are as follows:
Registered Passenger - Can not login to book. If given access, they can login to view, download tickets, amend or cancel a booking for all passengers within the individual booking reference but they can not make a booking. Standard User level or higher needs to book on their behalf.
Standard User - Has Login details. Can book for themselves, others within the Company & Guest Travelers (Guest Travelers may not display if requested by your Company). Can only view, download tickets, amend & cancel bookings they have made.
Booker - Has Login details. Can book for themselves, others within the Company & Guest Travelers. Can register new users & Travelers based on the default User Level selected by their Company. Can manage profiles & bookings. Can view, download tickets, amend & cancel all Company bookings.
Manager - Has Login details. Authorisation to request customisation of Account Setup. Including - Client Fields, Company Travel Policy & Approvals. Can book tickets on behalf of others. Can manage profiles & bookings for all users and their access rights. Can view, download tickets, amend & cancel all Company bookings.
How to edit permissions
Go to the User Management section
Search the user you would like to edit permissions on and click Filter. When the user returns, click the arrow beside their existing permission level to change the level. Once complete, click Save Changes
You can also edit the individual users profile details, by clicking on the pencil, make the required changes and then click Save Changes
Roomex Analytics
Go to Analytics on your Roomex Stay Portal and navigate to the Trainline section in Trip Hub to view all Company bookings. (Analytics access is only available to your login if authorised by your Company)
