You are entitled to a full refund without administration fee regardless of your ticket type 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
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.
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.