FAQs

I no longer wish to travel. How do I apply for a refund?

If you decide not to travel, some tickets allow you to claim a refund.

We've made changes to our Advance ticket refund policy so if you're unable to travel or would like to change your date or time of travel, you can.

Anytime and Off-Peak tickets are always refundable. You can follow the steps in the next section to apply for a refund for these kind of tickets. A £10 admin fee will apply.

Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days after the date of travel.

Advance tickets are not refundable. However, we understand that sometimes your plans might change. If you want to change your Advance ticket, please contact our Customer Service team or visit a Travel Centre. They'll either refund your current Advance ticket and you'll have to purchase a new Advance ticket, or the price of your original Advance ticket will be deducted, the appropriate amount, from the new Advance ticket. A £10 admin fee will apply.

Refunds can take up to 28 days to process.

  • Apply for a refund through your account quickly and easily
  • Choose 'other' as your reason and enter 'Covid19' in the text box.

If you're a Season Ticket holder or for more refund information visit our main refunds page.

More information about refunds