Update: 25 March
Following the latest Government advice the operations of our contact centre are restricted – unfortunately, we are currently unable to process refunds and delay-repay applications. This is an interim arrangement and we are urgently looking at alternative ways of handling these claims.
If you change your plans, or things don’t work out on your journey, there are simple ways to get some or all of your money back.
What's the difference between a Refund and Delay Repay?
Basically, the difference is whether you completed your journey or not.
Apply for a refund if:
- You changed your plans and didn’t make the journey at all (there may be an admin fee for this and some advanced tickets are non-refundable).
- Disruption meant you decided not to travel, or you weren't able to make it to your destination.
You must do this within 28 days of the ticket's expiry date.
Find out more about refunds
Apply for Delay Repay if:
- You completed your journey, but were delayed by us for 15 or more minutes as part of the journey
Find out more about Delay Repay Compensation
Did you buy either a season ticket on smartcard or an advance ticket through our website? If so, you can use our new Automated Delay Repay service.
Find out more about Automated Delay Repay
Want compensation for another reason?
If you want compensation and it isn’t covered here, then get in touch with our Customer Services team and tell us what happened, so we can look into it. Under the Consumer Rights Act 2015, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service.
For more information on the Consumer Rights Act and how it applies to the railway industry please see this PDF from National Rail.
