Refunds (Coronavirus)

 

Page last updated Monday 26 July 2021, 12:19

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. Alternatively, you can change your ticket to travel at a later date - See 'Changing Tickets or Requesting a Travel Voucher' below.
  • Advance tickets are not normally refundable, however the rail industry have introduced an easement to the terms & conditions of Advance tickets sold by Train Operating Companies, to help you gain confidence in travelling by rail again. See 'Changing Tickets or Requesting a Travel Voucher' below.
  • 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.

Changing Tickets or Requesting a Travel Voucher

  • Advance tickets can be changed and normally for a fee, however the rail industry have introduced an easement to the terms & conditions of Advance tickets sold by Train Operating Companies, to help you gain confidence in travelling by rail again.

    Between Monday 21 June and 31 December 2021, Advance tickets can be exchanged to travel on the same journey but at a different time or date, paying any difference in fare but fee-free or surrended back to the retailer for a rail travel voucher which can be used on any future journey or purchase within 12 months.

    Changes must be requested no later than 6pm (18:00) the day before you are due to travel. After this, Advance tickets can still be changed up to the departure of the first booked train for a fee.

    Check with your ticket retailer to find out if they are participating in the Book with Confidence scheme.

  • 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. 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.

Customers with rail travel vouchers, which have expired or are due to expire between 20 October 2020 and 30 June 2021 will get an additional 6 months after their original expiry date to redeem them

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:   26 July 2021