Suffered a delay
If you travelled with us, but reached your destination 15 minutes or more late, you are entitled to compensation via our Delay Repay compensation scheme.
If you purchased an Advance ticket that restricts your travel on a specific train service via our website or mobile app then you will be automatically compensated via our Automatic Delay Repay compensation scheme. Click the button below for more information.
For customers who do not qualify for Automatic Delay Repay, please click on the Delay Repay button below to make a claim.
To enable us to process your claim for Delay Repay compensation we ask you to complete our online application form or alternatively pick up a form from the station and post it to us within 28 days of the delayed train.
If you didn't complete your journey by train
If you where unable to travel with us or did not complete your journey by train due to disruption or cancellations you could be entitled to a full or partial refund. This will depend on your circumstances and ticket type. Please click on the button below for more information.
Refunds for travel before 7 September
We want our customers to be able to book with confidence. For a temporary period during the Coronavirus outbreak, up to and including 30 April, we have made it as easy as possible for you to rearrange your travel plans after directly booking with us, including removing the standard £10 administration charge to change Anytime, Off-Peak and Advance booking.
Please Note: Customers who have bought tickets from other retailers should refer to the place of purchase for refund details.
Anytime and Off-Peak Tickets
If you buy or have already bought an Anytime or Off-Peak ticket online or through the Northern App and would like a refund, you can claim by logging into your account through the ‘My account’ section of the website.
Ticket Office Purchases:
If you buy or have already bought an Anytime or Off-Peak ticket at a Northern ticket office you can return your ticket to the ticket office, if you are unable to do this please cut your ticket in half and take a clear picture of ticket and email this to enquiries@Northernrailway.co.uk. Please ensure you include your full names and address and add COVID19 Refund as the subject.
If you buy or have already bought an Anytime or Off-Peak ticket at a Northern Ticket Machine, please cut your ticket in half and take a clear picture of ticket and email this to email@example.com Please ensure you include your full name and address, and add COVID19 Refund as the subject.
Advance Tickets Dated 23 March and Onwards
Online Purchases: If you buy or have already bought an Advance ticket online or through the Northern App and would like a refund, you can claim by logging into your account through the ‘My account’ section of the website or contacting us via our live chat between 08:00 - 18:00. Purchased from a ticket office or Northern Ticket Vending Machine: You can obtain a refund on any advance purchase tickets by returning your ticket to the ticket retailer. If you purchased your ticket from a Northern Station or Northern ticket vending machine you can obtain a refund by returning it to the ticket office. Alternatively please cut your ticket in half and take a clear picture of ticket and email this to firstname.lastname@example.org Please ensure you include your full name and address, and add COVID19 Refund as the subject.
Advance Tickets Dated Before 23rd March
Advance tickets are usually changeable with a fee. However, up to and including 30 April, this fee has been waived and you can reschedule your travel by emailing email@example.com or contacting us via our live chat
Purchased from a ticket office or Northern Ticket Vending Machine:
Advance tickets are usually changeable with a fee. However, up to and including 30 April, this fee has been waived and you can reschedule your travel up to 12 weeks in advance but returning the ticket to the ticket office it was purchased.
Alternatively Northern is happy to provide you with a voucher to the value of your current ticket which you can use for future travel. If your Advance Purchase ticket involves travel with another operator we will replace your ticket with National Rail Travel Vouchers that can be exchanged at a ticket office when purchasing a future journey.
Please email firstname.lastname@example.org quoting ‘COVID19 Travel Voucher’ in the subject field. Please include your name and address and an image of your ticket cut in half. For mobile tickets, please reference your ticket number.
Northern and all other train ticket retailers calculate how much is refunded by how much value is left on a season ticket using a standard calculation. The calculator includes a calculation for annual season tickets, with refunds for these long-duration tickets due provided there are 7 or more weeks validity remaining. Annual Season tickets typically have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date. If you have a season ticket but are unable to travel due to Coronavirus.
Refund claim dates Until 11 May we are able to backdate refunds up to 17 March or to when your ticket was last used.
From 11 May, we can backdate refunds up to 56 days from when they were submitted if your travel was impacted by the Covid-19 crisis.
You can claim a refund for an unused PlusBus season ticket, from us, if the ticket has been sold to you by Northern. If you bought the ticket from another service provider you will need to contact them directly for a refund. Tickets can be backdated 56 days from the date of refund request, if unused.
If you require a refund on your car park season ticket, please make contact with the company who the ticket was purchased from. You will then receive confirmation of the amount to be refund, and the process to be followed. Car park season tickets will be backdated 56 days from the date of receipt.
My travel plans are affected by a local lockdown, can I get a refund?
On Sunday 25 October, the UK Government announced that Advance tickets bought for journeys to or from locations affected by local Covid restrictions, purchased before the restrictions were announced, could be surrendered for a voucher or credit note for the value of their ticket. Alternatively, the date and time of the ticket can be changed without a fee. To return your ticket and apply for a voucher/credit note or or to change the date and time of your ticket please contact our Customer Experience Centre on 0800 200 6060