Ticket offices at stations will not be able to process refunds for tickets purchased online.
For tickets purchased from a ticket office you should take your ticket to one of our stations within 28 days of purchase or as soon as possible in the case of advance purchase tickets.
Booking office staff will be able to deal with this for you on the spot for small amounts, though larger refunds may require the authority of a manager and can take up to 28 days to process.
Please be aware that not all ticket types are refundable, and that in most circumstances an administration fee will be charged.
As a general rule, if our trains are delayed and you decide not to travel, you will be able to get a refund if you take your ticket back to the station. We don’t charge an administration fee in these circumstances.
If you purchased your ticket from a ticket office 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 your money back, but it can take up to 28 days in some circumstances.
Please note the Season tickets are not refunded on a pro-rate 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 and admin fee.
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 £843.00 (including the admin charge).
I applied for a refund and haven't received it yet. Why not?
For refunds processed through your Southern online account we aim to process all applications within two weeks but it can take up to a month. If you have not printed and posted your refund form then this will further delay your refund. If you have any queries regarding refunds for tickets purchased from your Southern online account please contact us.
Use this link to contact us about your online refunds.
For refunds processed from a ticket office we aim to process all applications within two weeks but it can take up to a month. If you have been waiting more than a month, please contact Customer Services immediately, providing the following details:
- The type of ticket
- When and where you handed it in (which station and what date)
- Photocard number (if required)
- Amount of refund (if told)
- Refund form reference number (if a copy was provided)
- Your name and address
Unable to find an answer to your question? Please contact us.