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You are here: Home > Your journey > Customer services > Customer services

Customer services

I no longer need my Season ticket. How do I get a refund?

I've lost my Season ticket/had it stolen. What should I do?

I ordered a Season ticket from you but it has not arrived. What should I do?

My Season ticket is fading and/or no longer works the barriers. What should I do?

I left my Season ticket at home. What should I do?

I am off sick and not using my Season ticket. Can I get the money back for the time I am not using it?


I no longer need my Season ticket. How do I get a refund?
You should take your ticket to the station where you bought it from on the first day that you no longer need it. The staff will need you to complete a form and they will then be able to work out how much your refund is.

To make sure we get this right for you, they will not be able to process the refund straight away, but it will be done within a few days. Refunds take on average 2-3 weeks before you will have you money back, but it can take up to 28 days in some circumstances.

Please note that Season tickets are not refunded on a pro-rata basis. The refund amount is the difference between the price you would have paid for a ticket (if you had bought the shorted length ticket from the outset) and the price you paid for your Season ticket. We also charge a £10 admin fee.
For example:

You buy an annual season ticket costing £2000, but you actually only use it for 6 months and hand it in for a refund. As the cost of a 6 month ticket is £1152, you will get a refund of £838.00 (including the admin charge).

I've lost my Season ticket/had it stolen. What should I do?
You will need to apply for a duplicate Season ticket. To do this, you should go to the station where you bought your ticket, and ask the ticket office staff to provide you with a duplicate Season ticket application form. You should then send this form, along with a cheque or postal order for £20.00, to our Duplicates Office for processing. Please note: if the Photocard has also been lost, you will need to bring a new passport-sized photograph so you can be provided with a new Photocard.

We aim to process all applications within one week but if we need to check anything, it can sometimes take two or more weeks. Whilst you are waiting for your application to be approved, you should buy and keep weekly tickets for your journey. If your application is approved, you can take these tickets (not receipts) back to the ticket office for a full refund.

I ordered a Season ticket from you but it has not arrived. What should I do?
If you ordered the ticket by phone, you should call Customer Services on 08451 27 29 20 and ask them to look into it. If you bought your season ticket online please contact Customer Services on 08451 27 29 20 or contact us online.

My Season ticket is fading and/or no longer works the barriers. What should I do?
You should take your ticket into a Southern station and we will issue you with another one. This can normally be done on the spot, however if you purchased your Season ticket online we may need to request details of your Season ticket from our Online Journey Planner database, so please allow 48hrs from making your request.

I left my Season ticket at home. What should I do?
You will need to buy the appropriate ticket to cover your journey before getting on the train. You can get a refund on this, subject to the restrictions below but please make sure you keep the ticket/s

  • 1st occasion - full refund of fare paid
  • 2nd occasion - full refund of fare paid less administration fee
  • 3rd and any subsequent occasion - no refund in any twelve-month period

To get a refund you should really go to the station where you bought your ticket, because when processing your refund application, the staff will need to examine your Season ticket record (which is held at the station of purchase) to check whether you have had a refund of this sort before, in order to establish which of the 3 options above is applicable. Applications need to be made within 28 days of the date in question.

I am off sick and not using my Season ticket. Can I get the money back for the time I am not using it?
Whilst there is no actual refund for such periods, it is our policy to offer a gesture in such circumstances. This is calculated by multiplying half the value of the seven-day ticket the same as yours (at the time of purchase) by the number of weeks of sickness. This is normally only for longer periods of sickness, such as four weeks.

However, if you are going to be off work for a long time, it may well be better to hand your ticket in for a refund (this can be backdated with the appropriate sickness certificates) and then buy a new one when you return to work. To find out more please complete the contact us form.

Unable to find an answer to your question? Contact us using the online form