Refunds

Change in Refunds Policy

The TransPennine Express refund policy has been revised following the changes to the timetable on 23rd March 2020.

From Monday 23 March, we are permitting refunds to all Advance tickets purchased prior to 07:00 on 23 March 2020, for travel on or after 23 March 2020.

Refunds must be applied for before travel on the first booked train.

Advance tickets sold after 07:00 on 23 March, for travel on the reduced timetable, will be eligible for refund only if the service is later disrupted or cancelled.

We've doubled the time people can apply for ticket refunds - up from 28 days to 56 days. The 56 day period will begin on the last day the ticket is valid. From 11 May our refund backdating period changed to a rolling 56 days.

We are working hard to process these refunds as quickly as reasonably possible and we thank people for their patience as we process a larger number of refunds. Currently the average processing time is around 28 days from receipt of your refund application.

£1 Sale Advance tickets 

If you purchased one of our £1 Sale tickets, which included travel on or after 23 March 2020, the ticket is refundable. Unfortunately, £1 Sale tickets for travel dates earlier than 23 March are non-refundable. Furthermore, all £1 Sale tickets, regardless of travel date, are non-amendable and cannot be rescheduled to another date.  

Season ticket (including smartcard) refunds

It is not possible to pause and restart your season ticket. If you’re not going to be using your season ticket for some time, you can apply for a refund using our online form.

You’ll be able to backdate your refund claim to the last date you travelled, but no earlier than Tuesday 17 March 2020. This is in line with the government announcement to work from home whenever possible, made on Monday 16 March 2020. If you were ill and, consequently, unable to request a refund on your Season Ticket when you stopped using it, we will offer you a refund from the date your illness started, provided that you supply a medical certificate or other evidence of your illness. 

To calculate the refund value, we’ll work out the total cost of the tickets you’d have needed to travel for the period you’ve held your season ticket for. The refund will be the difference, if any, between this total cost to cover usage and the price you paid for the season ticket, less a £10 administration fee.

To qualify for a refund, you must meet the following criteria:
Weekly - there must be at least 3 days remaining on your season ticket.
Monthly - there must be at least 7 days remaining on your season ticket.
Annual - if you have used your ticket for more than 10 months and 13 days, there will be no refund available.

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 & Plus Bus Season Tickets are refundable, under the same conditions as rail travel Season Tickets.

Advance tickets changes to a journey

Customers still wishing to amend their journeys to travel on another service, may still do so with no admin fee, and the value of the original ticket credited towards a new ticket, prior to the departure of the first booked train.

In addition, Advance tickets may be used without additional charge on any TransPennine Express service on the booked day, or any TransPennine Express service on the day before or after.

Where did you buy your ticket?

Website or mobile app

If you would like a refund on tickets that haven't yet been collected or delivered, please apply through your online account. 

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

Even if you have tickets for travel with another train company, so long as you bought them directly with us, we will organise a refund for you.

At one of our stations 

From 30th March, we have made it easier for you to claim a refund if you bought your ticket at one of our stations. Our revised form means that you no longer have to post off your tickets or visit one of ticket offices to claim your refund. Please use the attached form to apply for a refund.

• Barnetby
• Brough
• Cleethorpes
• Dewsbury
• Grimsby Town
• Huddersfield
• Hull
• Malton
• Manchester Airport
• Middlesbrough
• Northallerton
• Scarborough
• Scunthorpe
• Seamer
• Selby
• Stalybridge
• Thirsk
• Thornaby
• Yarm

If you bought your train tickets from another train company or travel agent, you'll need to get in touch with them directly to organise a refund.

Frequently asked questions