Applying for a ticket refund
During these unprecedented times, we have in line with other train operators amended our refund and ticket acceptance procedures. These will apply until further notice. Due to COVID-19, our customer contact centre operations are restricted, which unfortunately means you cannot currently contact us by phone. We are prioritising the processing of refund applications, but due to the increased number of refunds these will take longer than normal to process. These are being dealt with in date of application order and this will not affect your refunded amount.
Additional arrangements have been made for you to apply online, so you can avoid making a trip to the station or Post Office. The refund you will receive will be the same. If you require a refund, please see our guidance around how you can apply. You can get an estimate of the refund you will receive by using the season ticket refund calculator on the National Rail Enquires website. For information about Railcards, please go to https://www.railcard.co.uk/
Tickets received for refund from 11 May can be backdated no more than 56 days as long as they have not been used in the 56 day period. Special conditions exist for Advance tickets - you'll find more details below.
If you purchased your ticket from:
We've made changes to refund eligibility because of the Coronavirus outbreak, in addition to our normal refund conditions the following special arrangements will apply if you decide not to travel.
We are working hard to process these refunds as quickly as reasonably possible and we thank people for their patience as we process a larger number of refunds. Currently the average processing time is around 33 days from receipt of your refund application.
We are aware that a some customers may have waited longer than this and we are currently prioritising these.
Tickets booked prior to 23 March 2020 for travel on or after 23 March
You'll be able to claim a full refund on an unused ticket without any admin fee. A change of journey fee will not be applied to any changes to an Advance ticket.
Tickets booked after 23 March 2020
In the event that you have an Advance ticket for travel and your intended train is no longer running, you will be allowed to travel on any other service on that day, including those operated by a different train company to complete your journey. Alternatively, you can claim a refund without any admin fee.
It is not possible to pause and restart your season ticket. If you are not a key worker and you are not going to be using your car park season ticket for some time, you should follow the refund process.
Tickets received for refund from 11 May can be backdated no more than 56 days as long as they have not been used in the 56 day period.