Refunds Change

The change comes into effect on Wednesday 1 April 2026.

If you purchased your rail ticket on or before 31 March 2026 for travel after 1 April, the refund conditions for your ticket have not changed. 

The refund conditions to which a ticket is subject to are based on the date of purchase, not the date of travel. If you bought your ticket prior to 1 April, it will be processed in accordance with the rules that were in place when your ticket was purchased.

Yes, you will still be able to apply for a refund in this circumstance.

Yes, you will still be able to apply for a refund in this circumstance. 

No, car park tickets are not affected.

You cannot amend the walk-up ticket after 23:59 on the day before travel. As now, you can change you reservation, class and route, providing the conditions of your ticket allow the change. 

Yes, you are still able to apply for a refund for your whole journey.

No, once the outward part of an Open Return becomes valid for travel, both portions of the ticket (for the Outward journey and the Return journey) are no longer refundable. 

All refund applications will be processed in accordance with the terms and conditions that applied at the date of purchase. 

For tickets purchased on or before 31 March 2026: 

Your ticket is refundable. If you decide not to use your ticket to make all or part of your intended journey then you can get a refund by returning your unused ticket to the ticket office or place of purchase (for tickets bought via websites, telesales or travel agents) within 28 days of the ticket expiry date. 

You may be required to pay an administration fee (up to a maximum of £5 per ticket). The refund amount will normally take into account any use you have made of the ticket and in some circumstances no refund will be paid. 

For tickets purchased from 1 April 2026: 

Refundable until 23:59 the day before the ticket becomes valid for travel. 

Not refundable once the ticket has become valid for travel unless Condition 30 of the National Rail Conditions of Travel (failure of train service) applies. 

In exceptional circumstances (eg. medical emergency) a refund may be considered on unused or part-used tickets that have become valid for travel. In such cases: 
- an application must be made to the retailer within 28 days of the expiry date of the ticket and should include the reason for non-use 
- additional evidence may be requested
- refunds will be on a discretionary basis 
- any use made of the ticket may mean that in some circumstances no refund will be due 

Refunds are only available from the retailer that sold the tickets. 

An administration fee (up to maximum of £5 per ticket) may be applied.