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 and return to the origin station for your journey.
To request a refund, please contact our retail support team by emailing firstname.lastname@example.org, or calling 0344 811 5111, option 2.
If you have a physical ticket you can obtain a refund by returning the ticket within 28 days of the expiry date to
PO Box 23972
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 your end destination 15 minutes later than scheduled then you are entitled to compensation via our delay repay scheme.