Refunds

How to apply for a refund

If you buy a train ticket, but are unable to travel on that service because of disruption, 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 (unless it’s an Advance train ticket, which are non-refundable). If you apply for a refund for a non-season ticket prior to 7th September we are waiving this administration fee. From 7th September, normal refund rules will apply which means the administration fee will be £10. Season ticket refunds incur a fee of £10 at all times.

If you apply for a refund prior to 7th September you can claim up to 56 days after the ticket expired. From 7th September, normal refund rules will apply which means you must apply within 28 days of your ticket expiring.

We typically handle refunds within 5 days. If you apply for a refund prior to 7th September we are working to a revised maximum target of 56 days for processing. From 7th September, the normal maximum target of one month will apply. 

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
We can only provide refunds on Advance tickets if you were unable to travel due to delays or the cancellation of your train. 

Season Tickets
if you apply for a Season Ticket refund prior to 7th September, then the refund can be backdated by 56 days to the last date on which the ticket was used. From Monday 7th September, 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: 0344 556 5637 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: 0344 556 5637 (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.