TICKET REFUNDS

(Anytime, Off-Peak, Advance & Season Tickets)

Page updated Wednesday 12 August 2020 12:29

To help people during the pandemic train companies made a number of temporary changes for people whose travel plans unexpectedly changed due to Coronavirus. Now that the vast majority of services are running again and lockdown-related refunds have been processed, these temporary changes are coming to an end.

This means that from Wednesday 26 August 2020:

  • If you have an Off-Peak or Anytime ticket, you can get a full refund and an admin fee may apply.
  • Advance tickets are non-refundable but you can change the date and time of your booking and an admin fee may apply
  • Unexpired Season Tickets can be refunded at any time and train companies calculate how much is refunded by how much value is left on your ticket. They do this by deducting the value of any other tickets you could have travelled with in the same time until you stopped using your Season Ticket. This refund can be backdated  with evidence that illness prevented you from travelling. (National Rail Conditions of Travel, 40.4). 
  • To see how much you could get back from your Season Ticket, try the Season Ticket Refund Calculator below. For more information, including if you require a refund due to sickness that prevented you from using a Season Ticket, see the Season Ticket Conditions page.
  • People can apply for ticket refunds up to 4 weeks from the last day that the ticket was valid.
  • In areas where there is disruption, operators will agree cross-ticket acceptance on a case by case basis.  

Until Wednesday 26 August 2020

  • If you have an Off-Peak or Anytime ticket, you can get a full refund and all train companies have waived the £10 admin fee.
  • Advance tickets are normally non-refundable but you can now also get a full, fee-free refund if your Advance ticket was booked before 23 March 2020.
  • Season Tickets can be refunded at any time and train companies calculate how much is refunded by how much value is left on your ticket. They do this by deducting the value of any other tickets you could have travelled with in the same time until you stopped using your Season Ticket. This refund can be backdated up to a maximum of 56 days from when it is submitted to the last date it was used, if you were unable to travel due to the government’s guidance about only travelling if necessary during the pandemic. This has been extended to other types of Season Ticket such as PlusBus, or car park Season Tickets.
  • If you were unable to travel due to illness immediately before the government’s guidance was given in March, you can apply for this to be backdated further with evidence of the period you were ill (National Rail Conditions of Travel, 40.4).
  • To see how much you could get back from your Season Ticket, try the Season Ticket Refund Calculator below. For more information, including if you require a refund due to sickness that prevented you from using a Season Ticket, see the Season Ticket Conditions page.
  • If you have Carnet tickets, operators have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. Please contact your retailer for further details.
  • We have doubled the time people can apply for ticket refunds – up from 4 weeks to 8 weeks from the last day that the ticket was valid. 
  • To help customers socially distance, retailers have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff, keeping everyone safer.
  • If the train you intended to use has been cancelled in the reduced timetable you can get a full, fee-free refund. Train operators are also accepting tickets for each other’s services for necessary journeys. This means if you still need to make a journey but your train has been delayed or cancelled, you can now use any operator’s service to reach your destination via any reasonable route.

To claim a refund and for more information, please contact your ticket retailer or visit their website. A list of operators can be found at www.nationalrail.co.uk/TOC. The policies of third-party retailers may vary.

Train companies will work with government to ensure that anyone seeking a refund who has followed the government’s advice is not penalised. 

 

SEASON TICKET REFUND CALCULATOR

You can use the Season Ticket Refund Calculator to get an estimate of how much you’ll receive for an Annual or custom length (longer than one month) National Rail Season Ticket or Travelcard.

The exact amount you receive may vary depending on the final validation of the refund application and may not be applicable to other types of Season Ticket such as car park or PlusBus.

Please note – that from 26 August 2020, retailers will not be able to process backdated refunds unless you can provide evidence that illness prevented you from travelling (Condition 40.4 of the National Rail Conditions of Travel) 

How the calculator works

Refunds for Annual and custom length National Rail Season Tickets or Travelcards are calculated as follows:

  • An equivalent weekly price of the ticket purchased is multiplied by the number of weeks the ticket has been used for.
  • The resultant value is deducted from the original purchase price of the season ticket, minus an administration fee of up to £10.

Please note:

 

*This tool provides an approximate figure that a customer might expect when refunding their Season Ticket. The actual refund amount may vary.
**Refunds to Season Tickets are subject to a £10 fee to account for the increased administration needed to refund them, excluding Season Tickets originally sold by Transport for Wales or ScotRail

 

 

FURTHER INFORMATION

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Last updated:   12 August 2020