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Refunds and changing your ticket

This page provides information on how to refund or change your ticket when you buy your tickets from us.

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.

If you would like a refund for your ticket that you bought from another retailer including another Train Operator you should contact them directly.

If you travelled and your journey was delayed by 15 minutes or more, you may be entitled to Delay Repay.

Notification of a change to your booking

If you’ve received a notification from us that there’s been a change to your booking, you have the following options:


If you prefer not to receive these notifications for future bookings.

You just need to ensure that you don’t tick the option to receive notifications at the payment screen.


If you decide not to travel, or if you need to change your ticket

This information is based on the different ticket types in place, if you hold a paper ticket and you’re not sure what type of ticket you have, please check the information printed on the orange stripe in the top left corner of the ticket for one of the following.

How to apply for a refund

Please see below information for different ticket formats.

Please note we can only refund tickets bought from Southern, Thameslink, Great Northern or Gatwick Express ticket offices, TVMs, on board trains or websites.

If you would like a refund for your ticket that you bought from another retailer including another Train Operator you should contact them directly.

Money Back Guarantee

We do offer a Money Back Guarantee on a range of ticket types, please visit our Money Back Guarantee page for more details.