Changing your train tickets

We all have to make changes to our plans occasionally. Here is a guide to what you can do with your ticket should your circumstances change, and you need to change your travel plans to another date or time. If that doesn’t suit you then you may be able to claim a refund prior to the date of travel depending on your ticket type. Read on for full details.

Anytime, Off-Peak and Super Off-Peak, Sunday Out and Evening Out tickets

A full refund on unused tickets is available for any ticket surrendered before the date of travel. For tickets surrendered after the date of travel a £10 admin fee per transaction is applied. Any claim for refund must be made within 28 days of the tickets expiry date. Apply for your refund here

Advance tickets

Following other transport industries, we are reinstating the standard Advance ticket terms and conditions that existed before the pandemic, from 1 December 2022.

These conditions will apply to all Advance tickets bought on or after 1 December 2022. Separate conditions will apply to any Advance ticket bought on or before 30 November 2022.

Tickets bought on or after 1 December 2022

  • You may change the date, or time of travel before the train you originally booked to travel on is due to depart
  • You’ll will need to pay any difference in fare for the new journey and a £10 admin fee per single ticket
  • Advance tickets are non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or strikes

Tickets bought on or before 30 November 2022

  • You may change the date, or time of travel before the train you originally booked to travel on is due to depart
  • You’ll be required to pay any difference in fare if changing your journey
  • Changes may be made to the date and time of travel up to 18:00 the day before travel without additional admin fees
  • Changes to the date and time of travel after 18:00 the day before travel and before the time of travel are subject to a £10 admin fee
  • If you are unable to amend your booking you may request a full refund of the ticket value in Travel eVouchers up to 18:00 the day before travel. This can be requested using the form below
  • Advance tickets are non-refundable unless you decide not to travel because the service you originally intended to travel on is cancelled, delayed or rescheduled or your seat reservation will not be honoured

There are some slight differences in how we will handle your request to amend your Advance ticket if you purchased from our website or app. Please see the table below:

How you received your ticket Change the date and time of travel
Ticket on Departure – tickets not yet collected from station You can change the date and time of travel by logging into your account and clicking 'initiate change'.
Ticket on Departure – collected from station or postal delivery You can only change the date and time of travel by visiting one of our ticket offices.
eTicket (barcode) You can only change the date and time of travel by logging into your account and clicking 'initiate change.

Things to know before completing the request for eVouchers

  • Only applies to Advance tickets bought on or before 30 November 2022
  • All claims for a full refund in Travel eVouchers must be submitted before 18:00 the day before travel. Any applications submitted after this time will be rejected and no refund will be available
  • Travel eVouchers are valid for 12 months from the date of issue and are valid for use across the National Rail Network

Tickets already collected or purchased from one of our ticket offices

You will need to cut the paper ticket in half before it is scanned or photographed and uploaded as an image. We must be able to see the complete ticket in the upload. This applies to all refund applications where a paper ticket has been printed.

Tickets bought online but not yet collected

Please include the ticket reference number in the additional comments section on the online refund and we will be able to cancel your booking a refund you in travel vouchers.

eTickets

Please include the AO ticket reference number below the barcode in the additional comments section on the online refund form and upload a screenshot or clear photograph of the eTicket and we will be able to cancel your booking and refund you in Travel eVouchers.


Start a claim

Season tickets

Separate arrangements apply for season ticket refunds.