Roomex Rail — FAQs

Question 1

How do I add a shortcut to Rail with Roomex on Android?

Accepted Answer

Log in at rail.roomex.com in a mobile browser, tap the three dots (top-right) and select Add to Home Screen. Rename (e.g., Rail with Roomex) and tap Add. The shortcut appears on your device Home screen.

Question 2

How do I add a shortcut to Rail with Roomex on iOS?

Accepted Answer

In Safari, log in at rail.roomex.com, open the Share menu and select Add to Home Screen. Name it (e.g., Rail with Roomex) and tap Add. The shortcut appears on your Home Screen.

Question 3

How does Delay Repay work?

Accepted Answer

Claims must be submitted by the passenger directly to the Train Operator; Trainline or Roomex cannot submit on your behalf. Compensation is paid directly to the passenger and cannot be processed through the Trainline business account.

Question 4

How do I fully cancel my rail booking?

Accepted Answer

Open View Bookings, select Amend Booking, then Change this Product, then Cancellation > Yes, all travellers > Next. Review and Confirm Change. Cancellation availability depends on ticket type; check Important Information.

Question 5

How do I partially cancel a booking?

Accepted Answer

If your ticket is flexible or amendable, tap the Contact icon on the homepage, enter your booking reference and the details of the partial cancellation (leg or passenger). Our team will review and action.

Question 6

How do I amend a booking?

Accepted Answer

Open Booking History and View Booking, then select Amend Booking. Ticket terms and restrictions apply; review Important Information under Your Documents.

Question 7

How do London Underground Zones and Travelcards work?

Accepted Answer

A Travelcard added to a trip is valid for the outward date only. To buy a Travelcard for another day, search an Open Return between Overground stations with Underground connections (e.g., London Fenchurch Street > Limehouse for Zones 1–2) to see Anytime Day Travelcard options. Fare Rules show unlimited travel by bus, train, tube, DLR and tram for one day. Underground tickets are Ticket on Departure.

Question 8

How can I check the rules for a ticket I booked?

Accepted Answer

Log in, open Booking History, select View Booking, and review ticket terms in the Important Information section.

Question 9

How do I set up new users and edit permissions?

Accepted Answer

Use User Management to add users (username auto-fills from email). To register a passenger without site access, untick Account Enabled. Optionally add a Line Manager for confirmation emails. Save Data Fields to auto-populate during booking. Set a strong password and Rail Preferences. Save Changes and share the site URL and credentials. Bulk uploads available via onboarding@roomex.com.

Question 10

What user levels are available?

Accepted Answer

Registered Passenger: cannot book; can view/download tickets and amend/cancel within their booking if access is granted. Standard User: can book for self/others/guests (if enabled) and manage bookings they created. Booker: can book for self/others/guests, register users, manage profiles and view/amend/cancel all company bookings. Manager: can request account setup changes, book for others, manage profiles/access rights and view/amend/cancel all company bookings.

Question 11

How do I edit a user’s permissions?

Accepted Answer

Go to User Management, search the user and click Filter. Change their level via the arrow next to the current level, then Save Changes. To edit profile details, click the pencil icon, update, and Save Changes.

Question 12

Where do I see rail analytics?

Accepted Answer

In the Roomex Stay portal, open Analytics and navigate to the Trainline section in Trip Hub to view company rail bookings. Access appears only if authorised by your company.

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