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Last updated: 07:55

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Refunds and changing your train ticket

Train delayed or cancelled? Travel plans changed? No longer need your season ticket? Find out about getting a refund.

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 ticket offices, simply return it to the ticket office to ask for a refund.
  • If you bought the ticket online (with the exception of those tickets paid using PayPal) you can go to one of our ticket offices to apply for a refund
  • If you need a refund on The Key Smartcard you can use our easy online Key Smartcard refund form
  • If you bought online but you don't have an online account, or if you can't get to the ticket office where you bought your ticket, please fill in a refund form. Post this to the Freepost address listed on the form or take it to a station ticket office.

Make sure you do this within 28 days of the date on your ticket.

Refunds for delayed or cancelled trains

If you bought your 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

Compensation for delayed or cancelled trains

We can't give you a refund if you manage to get on another or a later train. 

If you use a ticket but your journey's delayed by 15 minutes or more, we can offer you compensation through the Delay Repay scheme.

Find out more about compensation for delayed and cancelled trains

Refunds on tickets bought online

With our money back guarantee, you can get a full refund if you bought tickets online but never collected them at the station. You don’t need to give a reason.

Find out more about money back guarantee

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. 

What to do if you think you have bought the wrong ticket from one of our self-service ticket machines

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.

Unused season tickets

If you don’t need the whole period remaining on your season ticket, you can apply for a refund.

You need at to have at least three days left on a weekly ticket; seven days on a monthly ticket; or three months on an annual ticket.

Type of season ticket Minimum left on ticket before you can ask for refund
Weekly season ticket 3 days
Monthly season ticket 7 days
Annual season ticket 3 months

How we refund unused 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 wait up to 28 days to get the refund.

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.

Staff at your local station can help you apply.

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.

Payment type Refund 
Cash  Cash or cheque at our agent's discretion. If you're applying for an immediate refund at a station, we'll try to refund in cash whenever possible. 
Cheque  Cash, cheque, or the return of your original cheque. This is at the discretion of our agents. 
Credit or debit card  Credit back to the account you paid from. 
Rail travel warrant  Credit to the warrant account you paid from. 
Rail travel voucher (for Delay Repay)  Cash or vouchers. Any immediate refund at a station will be made in cash whenever possible.