Refunds and changing your ticket
Train delayed or cancelled? Travel plans changed? No longer need your season ticket? Find out how and when you can get a refund.
We are currently experiencing high call volumes. We have enhanced arrangements in place during the Coronavirus outbreak which supersede the information on this page. Please visit our Coronavirus Exchanges and Refunds page first for full details.
If you decide not to travel
If you already have your tickets but change your plans for any reason, you can still ask for a refund: you may have to pay a £10 admin fee.
- If you bought your ticket from one of our stations, simply return it to the ticket office to ask for a refund
- If you bought a ticket online and have your ticket with you, simply apply for a refund at one of our ticket offices
- If you bought your ticket online but have never collected it you can apply for a money back guarantee refund
- For tickets purchased online, follow the prompts through your online account under the “Manage my tickets / Refunds” section
- For Smart tickets please use the online Key Smartcard refund form
- If you bought online but you don't have an online account, used PayPal, or if you can't get to the ticket office where you bought your ticket, please fill in a refund form.
Make sure you do this within 28 days of the date on your ticket.
Refunds for delayed or cancelled trains
If you bought a single or return ticket from us and you don’t use it because your train is cancelled or delayed, you can return the unused ticket to us for a full refund. We won’t charge you any administration fee.
This applies to all tickets - including tickets (such as Advance tickets) that are otherwise non-refundable. It also applies if you have begun your journey but are unable to complete it due to a delay or cancellations.
If it is a single or return Smart ticket, please use the online Smartcard refund form.
If you didn't buy your ticket from us
If you bought your tickets from another Train Operator, sales office or website, you should contact them for your refund. This will help to avoid unnecessary processing delays.
Compensation for delayed or cancelled trains
We can’t give you a refund if you manage to get on another or a later train.
But if your journey’s delayed by 15 minutes or more, we can offer you compensation through the Delay Repay scheme.
Refunds on uncollected tickets bought online
You can get your money back on most tickets if you’ve bought them online but they haven’t been collected or posted to you. You don’t need to give a reason.
We offer a wide range of tickets from our self-service ticket machines to offer the best value fare for your journey. If you need help using our machines or finding the right ticket, ask a member of staff for assistance where possible. In the unlikely event that you buy a ticket from one of our self-service machines, and realise it was not the right ticket, please speak to our staff at the ticket office or our Customer Services team, ideally before travel, otherwise as soon as possible. You may be entitled to a refund for the difference in fare.
Refunds on season tickets
If you bought your Season Ticket directly from us, we can generally give you a refund if there is:
- For an annual Season Ticket, there may not be any monetary value left in an if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it.
- Seven days (or more) left on a Season Ticket valid between one and ten months
- Three days (or more) left on a weekly Season Ticket
More information on season ticket refunds can be found at National Rail Enquiries.
How we refund season tickets
We will work out how much it would have cost you to travel up to when you stopped using your season ticket.
We’ll then offer you the difference between that amount and how much you paid for your season ticket.
You’ll have to pay a £10 admin fee and refunds can take up to 28 days to process.
If you have a paper ticket purchased at one of our stations or through our website, you can apply at the ticket office.
If your season ticket is on your Smartcard, login to your online account and follow the prompts on the 'Manage my tickets / Refund' section.
Alternatively, if you are unable to request this through your account, you purchased your ticket at a ticket machine or you have circumstances you need us consider please apply here.
Do you need to change the journey on your season ticket?
If you are about to move house or work location, it might be better value for you to change the journey for your season ticket rather than apply for a refund. We would use the remaining value of your current season ticket towards your new ticket and charge or refund the difference. Further information can be found here.You can find out more and apply for a changeover at the ticket office.
If you’re sick and can’t travel
You could also get a refund if you’ve been ill and haven’t been able to use your season ticket for more than four weeks.
We will ask for supporting evidence, such as a medical certificate and offer any refund in non-cashable rail travel vouchers.
You can find out more and apply by getting in touch with our Customer Services Team.
How refunds are paid
We'll refund you in the same or similar way as you originally paid for your tickets. This is so we can comply with government money-laundering legislation.