If you decided not to travel due to your train being cancelled or delayed, and your ticket or relevant portion of it is completely unused, then please submit a claim for a full refund within 28 days of the date of travel. Alternatively you can download our refund form as a PDF version.
If you bought your tickets from another train company, or travel agent, you’ll need to get in touch with them directly.
You will need to send a clear, legible copy of your ticket(s) and any seat reservation(s) (if held) or a full mobile ticket screenshot. This will enable us to calculate the amount of refund due, so please keep hold of all rail tickets and seat reservations.
A £10 admin fee usually applies, unless we did not provide the service which you paid for. We’ll let you know if this fee applies when we process your refund.
If you are changing an Advance ticket there is a £10 fee for each ticket, plus any increase in the fare. If the new fare is less, you'll still need to pay the £10, and we don't pay the difference back.
You must not seek to recover the same money twice. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015 where we as a company are at fault.
Please note that we reserve the right to refuse any claims which we believe to be fraudulent in nature and we will always refer these to the British Transport Police for prosecution.