You are entitled to a full refund under the following circumstances:
- You were unable to travel due to disruption on the rail network
- You attempted to travel but you were unable to complete your intended journey
You can obtain a refund by returning the unused ticket within 28 days of the expiry date to the ticket office where it was purchased.
If you are unable to visit the ticket office the ticket should be returned to:
Please ensure you include your name, home address and the reason why you are requesting a refund. We aim to refund all of our customers within 14 days of receipt of their request, however during busy periods this can up to 28 days.
If you chose not travel, a £10.00 administration charge is applicable per ticket as per the National Conditions Of Carriage. Advance tickets are non-refundable.
Have you experienced a delay whilst travelling with us?
If you have experienced a delay and arrived at you end destination 15 minutes later than scheduled, you are entitled to compensation via our delay repay scheme.