Changing and Cancelling tickets

Changing a ticket

Whether you can change your ticket depends on the type of ticket you have already purchased.

Changes to tickets can be made at most National Rail ticket offices before you travel. Alternatively, you can call the telesales outlet or visit the online retailer that you bought your ticket from.

Please note that ticket offices can change any ticket printed on orange National Rail ticket stock.  They will also endeavour to change eTickets (barcode and self-print) and tickets held on a smartcard.  However, in some cases, these will need to be returned to the original retailer to be changed.

Ticket Types

Advance Tickets

Book with Confidence

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.

Off-Peak Tickets

These tickets do not require you to travel on a specific train, but they do have restrictions on the time you can travel.

Check at the station before you travel: you may find you don't need to pay an additional fare as long as your outward travel date remains the same.

Off-Peak Day and the outward part of Off Peak tickets are only valid on the date shown on the ticket. If you need to change this date, you will need to cancel your ticket (see below) and buy a new ticket.

Anytime Tickets

There are no time restrictions on when you can travel with this ticket. Anytime Singles are valid to complete your journey within two days. Outward portions of Anytime Returns are valid 5 days and the return portion one calendar month. Anytime Day tickets are valid only on the date shown on the ticket for 'Anytime Day' tickets

If you plan to change the route that you take, you will most likely have to pay an additional fare. Please check at the ticket office or the retailer website.

Getting a refund and cancelling a ticket

A ticket may be refunded before travel. In the case of a return, the return portion may be refunded while still valid. A refund fee may apply.

You can get a refund by returning your ticket to the place you purchased it.  If this was a ticket office, you'll need to complete a refund application form. If this was over the telephone or the internet, you should return it by post with a covering letter. More information about refunds is available here.

Delays and cancellations

If your journey was delayed or cancelled, you may be entitled to compensation.

Information about claiming compensation is available at www.nationalrail.co.uk/compensation

More information

If you'd like more information about changing or cancelling a rail ticket, you can:

  • Speak to someone at your nearest station
  • Telephone a Train Company telesales centre

 

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Last updated:   19 July 2021