Contact us

How do I get a refund?

For paper and eTickets, please use our online refund form.

For smartcard refunds please use our Key Smartcard refund form.

Alternatively, please visit one of our Ticket Offices for assistance.

We aim to process all refunds within 20 working days.

You can apply for a non-cashable voucher for the value of your ticket, which will be valid for 12 months from the date of issue, for use as payment towards a new ticket.

If you bought your ticket from us:

If you have an e-ticket and bought it from us please use our Contact Us form by selecting the “Make an enquiry” option and “Refunds” subject. Include the following information:

• Booking reference of the e-ticket
• Full name
• Email address
• Telephone number

You will have a non-cashable travel eVoucher added to your online account within 14 days of receiving your request.

eVouchers can be used for tickets that are available from our website.

To use your eVoucher, you will see your voucher total in the delivery options screen once you have selected your ticket and you will have the option to use some or all of your voucher as payment in full or towards that ticket.

Please note that eVouchers cannot be exchanged for cash and are valid for 12 months from the day of issue.

Follow this link for the Contact Us form.

If you have bought a paper ticket, if you have not already done so, please print the ticket(s) and then send it in the post to the following freepost address:

Govia Thameslink Railway
Freepost RTGL-ELXC-HAUU
Ashby-De-La-Zouch
LE65 9EB

Please include the following information:

• Full Name
• Postal address
• Email address
• Telephone number

If your ticket value is above £50 you may wish to use an enhanced Royal Mail service to do this. We cannot be responsible for any tickets lost in the post.

If you bought the ticket from another train company or retailer, even if the journey is on our network, you will need to contact them to apply for a voucher.

Delayed by 15 minutes or more?

Find out how to claim compensation.

Need to book help with your journey?

Book assisted travel

Our Accessible Travel Policy documents are available here in alternative formats including audio and large print versions.

Printed copies of our Making Rail Accessible document will shortly be available from all staffed stations across our network.

Left something on the train or station?

Find your lost items.

Want to meet our managers or have your say?

Learn about how we're listening to you.