Refunds

How to apply for a refund

If you buy a train ticket, but are unable to travel on that service because of disruption to the train service, you can claim a full refund.

If you don’t take your train for any other reason, you can get a refund for the value of the ticket less an administration fee of £10. If it’s an Advance ticket, please see the ‘What type of train ticket is it?’ section below for more information. Season ticket refunds always incur an administration fee of £10. You must apply for your refund within 28 days of your ticket expiring..

We typically handle refunds within 5 days and have a maximum target of one month.

If you are delayed by 30 minutes or more, you can apply for Delay Repay Compensation.

What type of train ticket is it?

Anytime, Off-Peak and Super Off-Peak tickets
We can provide refunds on these tickets for any reason – delays, cancellations or you simply didn’t need to make the journey. 

Advance tickets
Refunds on Advance tickets back to your original method of payment are possible if you were unable to travel due to delays or the cancellation of your train. Additionally, from Monday 21st June to Friday 31st December 2021 we’re temporarily amending our Advance tickets terms & conditions as we want you to travel with confidence when you book with us. We already allow for fee free changes as part of our commitment to you, but until the end of the year you can return your Advance ticket to us in exchange for a digital or paper Rail Travel Voucher for use on any future journey or purchase. We only ask that if you do need to make this change that it’s done prior to 18:00 the day before you’re booked to travel. 

Season Tickets
Normal season ticket refund rules apply, and the refund will be calculated from the date that the ticket is surrendered. Note that there is a minimum period of remaining validity for a season ticket refund to be issued:

3 days of validity on a 7-day season ticket
1 week of validity on a monthly season ticket
1 month and 18 days of validity on an annual season ticket.

You can use the Season Ticket Refund Calculator to get an estimate of how much you'll receive for an annual or custom length (longer than one month) season ticket. The exact amount you receive may vary depending on the final validation of the refund application.

Car Park and Plus Bus Season Tickets are refundable under the same conditions as rail travel season tickets.

Find out more about different types of train tickets.

Where did you buy your ticket?

Website or mobile app
Go to your account and follow the refund instructions. If you experience any problems, you can contact our Web Ticket Sales Support team: 0345 600 1671 or email: tpe.websupport@firstgroup.com

If you already have your tickets or would like to apply for a refund for an Advance ticket, you'll need to apply using this form.

Even if you have tickets for travel with another train company, as long as you bought them directly with us, we will organise a refund for you.
 
Over the phone
Call our Customer Support team: 0345 600 1671 (06:00 to 23:00)

At the station
Please go back to the same station to claim your refund. Alternatively you can apply for a refund using this form.

From another company
If you bought your tickets from a travel agent or any another company then please contact them for refund details.

Seat reservation refund
Seat reservations are free and you can usually reserve a seat up to 3 months before you travel.

If you reserved a seat but then had to stand, we’ll refund you 50% of the single leg cost of your journey. Claims must be made by calling our Customer Relations team on 0345 600 1671 (06:00 to 23:00) within 28 days of your journey.