Refunds and changing your ticket

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type	Options
Advance	You’re able to use your existing ticket on the following train(s) to reach your destination. If you want to travel on any other train, you will need to change your ticket. If your ticket is for a specific operator, you will need to use that operators’ next available service.
Anytime	There are no time restrictions on when you can use this ticket on an alternative train. If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.
Off-Peak & Super Off-Peak	Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on. A website beginning with www.nre.co.uk/ is printed on your ticket. If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket. If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you had a seat reservation on the train that’s been cancelled, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.

• Use your ticket on the retimed train, without having to do anything else.

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type	Options
Advance	As you can’t use your ticket on any other train. You will need to change your ticket if you want to travel on a different train.
Anytime	There are no time restrictions on when you can use this ticket on an alternative train. If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.
Off-Peak & Super Off-Peak	Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on. A website beginning with www.nre.co.uk/ is printed on your ticket. If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket. If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you now plan to catch a different train and had a seat reservation on the train that’s been retimed, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.

Travel on a different date

You can change the date of travel without paying a change of journey fee, so long as you request the change before the date of your original journey.

If you want to change your ticket, please visit one of our Ticket Offices, where we will be happy to help.

No longer want to travel

If you bought your ticket from us and no longer want to travel we can refund your ticket less a £10 admin fee, up to a maximum of 28 days from the expiry date of the ticket. Please see the ‘How to apply for a refund’ section below for full details.

Travel on a different date

You can change the time or date of travel at any National Rail Ticket Office, before the departure of the first reserved train printed on your ticket.

You’ll need to pay any difference between the fare you’ve already paid and the best available fare for your new journey, plus a £10 change of journey fee for each ticket changed.

No longer want to travel

Unless the reason for your refund is covered by Condition 30.1 in the National Rail Conditions of Travel, then Advance tickets are not refundable.

If you are entitled to a refund you need to submit your refund request within 28 days of the date on your ticket.

For details of how to apply for your refund, please see the ‘How to apply for a refund’ section below for full details.

Moving home or changing your work location

You don’t need to refund your existing ticket.

Instead please visit one of our Ticket Offices, where we can change the origin and / or destination of your ticket.

Travel on a different date

Once you purchase your Season Ticket the start and finish dates cannot be changed.

No longer want to travel

If you bought your ticket from us and no longer want to travel:

You can refund your Season Ticket any time before the finish date of the ticket.

We will calculate how much is refunded based on the value left on your ticket on the day you submit your Season ticket, less a £10 admin fee for the refund.

You can find out how much refund you are due by using the Season Ticket Calculator.

If you’re sick and can’t travel

Your refund can only be backdated with evidence that illness prevented you from travelling.

For more information, including if you require a refund due to sickness that prevented you from using a Season ticket, see the Season Ticket Conditions page.

In addition to the national process, we also have an arrangement if you have been off sick from work for a minimum of four and a maximum of eight weeks.

Which doesn’t involve you having to apply for a refund of your existing Season Ticket.

Please get in touch with our Customer Relations team, for full details of how to apply.

Please see our Contact us page for full details of how to contact our Customer Relations team.

Travel on a different date

You should only activate a daily pass when you’re sure you’re travelling, as we can’t refund or change an activated daily pass.

No longer want to travel

If you bought your ticket from us and no longer want to travel:

You can refund your Flexi Season Ticket any time before the finish date of the ticket.

We will calculate how much is refunded based on the value left on your ticket on the day you submit your Flexi Season ticket, less a £10 admin fee for the refund.

You can find out how much refund you are due by using the Season Ticket Calculator.

For details of how to apply for your refund, please see the ‘How to apply for a refund’ section below for full details.

Travel on a different date

Please do not date your carnet ticket until you know for certain that you are going to travel, as it is not possible to amend the date of travel with these tickets once dated.

No longer want to travel

If you no longer want to travel, we can only refund your Carnet tickets, less a £10 admin fee if they are:

• Within 28 days from the expiry date of the tickets
• A complete unused book of tickets

For details of how to apply for your refund, please see the ‘How to apply for a refund’ section below for full details.

Travel on a different date

These tickets cannot be changed.

No longer want to travel

A full refund is available before the period of validity starts with no fees applied. Tickets cannot be refunded once the period of validity has started.

For details of how to apply for your refund, please see the ‘How to apply for a refund’ section below for full details.

Travel on a different date

These tickets cannot be changed.

No longer want to travel

These tickets are not refundable. Please only purchase them if you are certain you will travel.

Travel on a different date

These tickets cannot be changed.

No longer want to travel

If you will not be using your car park season ticket for some time, you can request a refund here.

For any refunds or queries please contact Transport for London for tickets purchased on an Oyster card.

Online – Refunds are processed via our Online Refund Form.

Ticket Office – Visit any Southern, Thameslink, Great Northern or Gatwick Express ticket offices to obtain a refund, unless you purchased your ticket using PayPal.

Ticket Office staff are unable to process refunds for tickets paid for using PayPal, please use our Online Refund Form.

Online – Refunds are processed via our Online Refund Form.

Ticket Office – Ticket Office staff are unable to process eTicket refunds, please use our Online Refund Form.