Ticket refunds information

Page last updated Wednesday 06 January 2021 at 15:04

We understand that in light of the latest government advice, your travel plans will be changing. To reflect this, some terms & conditions for refunding tickets or changing journeys are different to usual. The information below applies for tickets booked on train companies operating in England, excluding London Overground, TfL Rail and Merseyrail (passengers on Hull Trains, Grand Central and Heathrow Express should contact their train company or ticket retailer). Travellers in Scotland should click here for more information and those in Wales click here.

 

 

Refunds on Unused Tickets for Travel

  • You can apply for refunds up to four weeks from the last day that the ticket was valid.
  • Unused Anytime, Off-Peak and Super Off-Peak tickets can be refunded and an admin fee applies. Advance tickets are not refundable. Alternatively, you can change your ticket to travel at a later date - See 'Changing Tickets or Requesting a Travel Voucher' below.
  • Please note that if the train you are booked on does not run or is disrupted, refunds will be made on all ticket types with no admin fee.

If you are uncertain about travelling, you may wish to consider purchasing a more flexible ticket - such as Anytime or Off-Peak - for travel.

 

Changing Tickets or Requesting a Travel Voucher

  • If you bought an Advance ticket before the National Lockdown was announced on 4th January and will no longer be travelling, you should apply for a travel voucher or reschedule your journey free of charge. You need to do this before your first train departs and pay the difference if your new ticket is more expensive. Please note you will not be entitled to a travel voucher if your Advance ticket was purchased after 4th Jan. Speak to the original retailer of your ticket for advice.
  • Anytime, Off-Peak and Super Off-Peak tickets are more flexible and can be changed anytime before you travel. There is no fee to change these tickets, you will only need to pay any difference in fare.

More information on changing your ticket can be found here. Apart from the situations listed above, Advance tickets remain non-refundable and subject to an admin fee for changes – except if the train you are booked on does not run or is disrupted.

 

Refunding Season Tickets & Carnet

  • Unexpired Season Tickets can be submitted for refund 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 and surrendered your Season Ticket. Refunds can only be backdated with evidence that illness prevented you from travelling. (National Rail Conditions of Travel, Condition 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, retailers have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. Please contact your retailer for further details.
  • Customers can still claim refunds remotely online, minimising contact between customers and staff, keeping everyone safer. Please see your retailer's website for details.

Travelling on Another Train Company's Service

  • In areas where there is disruption train companies will agree acceptance, on a case by case basis, of tickets routed via another Operator. 

To help maintain social distancing, retailers have put systems in place so customers can claim refunds remotely, minimising contact between passengers and staff, keeping everyone safer. 

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.

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 a Season Ticket. The actual refund value may differ.
** Refunds to Season Tickets are subject to a £10 administration fee, excluding Season Tickets originally sold by ScotRail or Transport for Wales 

FURTHER INFORMATION

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Last updated:   13 January 2021