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If you bought a train ticket but were unable to travel on that service because of disruption to the train service, you can claim a full refund.
If you travelled with us and reached your destination over 15 minutes late, you are entitled to delay repay compensation.
You can claim a full refund if you didn't travel due to disruption to the train service. If you didn’t take your train for a reason other, you can get a refund for the value of the ticket less an administration fee of £10.
The refund process differs slightly depending on the type of ticket you bought and where you bought 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.
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.
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:
Three days of validity on a seven-day season ticket
One week of validity on a monthly season ticket
One 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.
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: firstname.lastname@example.org
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.
You must apply for your refund within 28 days of your ticket expiring.
We typically handle refunds within five days and have a maximum target of one month.
Seat reservations are free, and you can usually reserve a seat up to three 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.
If you've been delayed by 15 minutes or more, you can claim money back.
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