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IMPORTANT: Timetables change on 15 December with a temporary timetable in place at certain stations
If the train you planned to catch was cancelled or delayed, and so you didn't travel, you can claim for a full refund within 28 days of the ticket's expiry date.
If you decided not to travel for any other reason, you can apply for a refund for £10 (unless it’s an Advance Purchase train ticket, which are non-refundable).
If you travelled, but your journey was delayed by 30 minutes or more, you can apply for Delay Repay Compensation. Please be aware, you cannot apply for a refund and Delay Repay compensation for the same train ticket.
Advance Purchase tickets
You can only claim for a refund if you were unable to travel due to a delay or cancellation.
Website or mobile app
If you would like a refund on Anytime, Off-Peak and Super Off-peak 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 or over the phone
If you bought your ticket over the phone or at one of the following train stations, you'll need to apply for a refund using this form.
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.
If you've been delayed by 30 minutes or more, you can claim money back.