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 within 28 days of your ticket expiring.

If you don’t take your train for any other reason, you can get a refund for the value of the ticket less a £10 administration fee (unless it’s an Advance Purchase train ticket, which are non-refundable). If you are travelling using an Advance Purchase ticket and 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. From 26th August, normal refund rules apply and customers must apply for a refund within 28 days of expiry.

Advance Purchase tickets
We can only provide refunds on Advance Purchase tickets if you were unable to travel due to delays or the cancellation of your train. From 26th August 2020, normal refund rules apply and customers must apply for a refund within 28 days of expiry.

Season Tickets
From 26th August 2020, normal season ticket refund rules apply. Customers will need to surrender their ticket before its expiry in order to receive a refund on the unexpired portion. 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.   

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

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.