You are entitled to a full refund without administration fee regardless of your ticket type under the following circumstances
- You were unable to travel or chose not to travel due to a cancelation of your planned train service or due to disruption on the rail network
- You attempted to travel but you were unable to complete your intended journey and therefore returned to the station of origin
If you chose not travel due to a change of plans and your planned journey could have been undertaken then a £10.00 administration charge is applicable per ticket as per the National Conditions Of Carriage. If the ticket purchased for travel is an advance ticket unfortunately these tickets are non-refundable.
If you have a mobile ticket you can obtain a refund by contacting our retail support team on 0344 811 5111 within 28 days of the ticket expiry date.
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 details and the reason you are requesting a refund. We aim to refund all our customers within 14 days of receipt of their request during busy period’s this can take a maximum of 28 days.
Suffered delay when travelling with us?
If you completed your journey by train but suffered a delay and arrived at you end destination 15 minutes later than scheduled then you are entitled to Compensation via our delay repay compensation scheme please click the icon below for more information.