Frequently asked questions

It’s hard to say, but the process usually takes about 1-2 weeks in total. We’ll get cracking on processing your refund request within 7-10 days of your tickets arriving (or from receiving your online form if you were going to collect your tickets at the station). It can then take up to 5 days for the money to actually appear in your account.

All refunds are returned to the same account that was used to buy the tickets.

We offer full refunds for our cancelled services, and variable compensation for journeys that are delayed by 30 minutes or more. Sometimes we’ll even do it if you choose not to travel because of disruptions. We’re just nice like that. 

See if you’re eligible, and how to get started, on our Refunds page. 

Well, that depends. If you've bought a ticket and your journey is cancelled or delayed, you'll probably be able to claim compensation. But how you claim - and how much - depends on the circumstances and the type of ticket. Just take a look at  our refunds page to find out.

Unfortunately not. Because you didn’t pay for them with cold hard cash (or a debit or credit card) the normal rules for refunds don’t apply.

Rewards no longer exists, but you can check the terms and conditions for any Rewards you have outstanding, and find out how to start earning Nectar points with your bookings instead, in the Earn rewards section.

Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.

If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.

If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form here.

If you decide not to travel, some tickets allow you to claim a refund. To find out if your ticket is eligible, check the terms and conditions of the ticket. You can find these by signing in to the My Account section of the website and selecting My Bookings.

There will be a £10 administration fee per transaction. To claim your refund, you’ll need to return your unused ticket within 28 days of expiry.

No refund is available on Advance tickets. If you aren't eligible for a refund, you can still change your booking for a £10 administration fee. Alternative tickets may not be available at the same price as your original ticket.

To see how much cash you could be entitled to, sign into My Account, then take a look under My Bookings.

Yes. The clock starts ticking as soon as your ticket expires, and you’ll have 28 days from then to get your claim in.

The important thing to remember is that different types of ticket have different expiry dates. If you need to check when yours expires, sign in to My Account on the website then click on the ticket you want refunded. The terms and conditions for that ticket will then pop up for you to read at your leisure.

Whilst we can refund you the price of your ticket, we can’t refund you any delivery charges you paid when buying it.

Yep, that’s no problem. Log in into your account then just click on Apply for a Refund, and follow the instructions. We’ll need the tickets to be returned before we can actually give you your money back though, so when they arrive you’ll need to head to the post office and send them to us. We can’t refund any of the postage costs you’ve had to pay, but we’ll process your refund as soon as we get them. 

If you ask for a refund on any tickets bought through lner.co.uk, or at a self-service ticket vending machine, the points you get from the journey will be deducted from your Nectar account within 28 days. 

Change of plans? If you make a new booking, 2 Nectar points will be given for every additional £1 spent on the new journey, or deducted if the final cost is lower.

One of the terms and conditions of your Railcard is that you need to carry it with you at all times when travelling with a Railcard-discounted ticket. So if you don't have your Railcard with you when your ticket is inspected you will be required to pay for a new non-refundable ticket at the full non-discounted rate. 

If you could not produce your Railcard at the time of travel, on the first occasion only, you may receive a full refund on any extra fare charged. To claim a refund in respect of a forgotten Railcard please contact our Customer Services team who will require evidence of the additional fare which was charged and a copy of the Railcard which was valid at the time of travel. On any subsequent occasion where you forget your Railcard, unfortunately you will not be eligible to receive a refund.

No. Once the booking's made, you can't change your travel plans. If you can't travel that day, you won't be able to get a refund on your ticket or your points.