If the train you intended to use is cancelled and you decide not to travel, you may return the unused Ticket to the original retailer or Train Company who sold you the ticket. You are entitled to a full refund with no administration fee being charged. This applies to all Tickets, including advance Tickets that are otherwise non-refundable.
All refund requests must be made within 28 days of the ticket expiry date and if you have a physical ticket this will need to be returned to the retailer of the ticket in order to obtain a refund
If you purchased your ticket from another train operator or another ticket retailer such as Trainline then you will need to contact them directly in order to obtain your 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