REFUNDS
Page last updated Thursday 21 May 2020 15:21

We recognise that people’s travel plans may have changed since booking a ticket before the pandemic started. That’s why train companies have made the following changes for people who are now unable to travel due to Coronavirus.

  • 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, when the government advised against non-essential travel.
  • 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 essential 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.
  • 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.

What we have done to help

  • 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 maintain social distancing train operators have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff and keeping people safe.
  • 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 essential 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 to ensure that anyone seeking a refund who has followed the government’s advice is not penalised. We thank our customers for their patience as we work to respond to an unprecedented number of refund claims under very challenging circumstances.

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 – in line with the government’s announcement made to work from home where possible, retailers are not able to process backdated refunds beyond the maximum of 56 days from the date of the refund claim (unless Condition 40.4 of the National Rail Conditions of Travel applies)

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 a £10 administration fee.
  • Transport for Wales and ScotRail do not charge a £10 admin fee for Season Ticket refunds.

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

Latest Travel Advice

What This Means for Your Services

How Train Companies are Supporting Your Journey

How You Can Help

Common Questions 

Train Operating Companies' Guidance

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Last updated:   29 May 2020