No longer need to travel? Want to cancel your ticket?
We can arrange for a refund to be processed back to the card you used to make your purchase. First of all we need you to check the terms and conditions of your ticket to make sure it's refundable. You can do this easily by logging into My account. Please note that if you have made your booking on our app, you'll need to log into the main website to request a refund or make changes to your booking.
Order status and refund applications.
Your refund request will be handled by our dedicated refund team and the whole process should take no longer than 10 days. For added peace of mind if you are sending tickets back to us we'll keep you informed when they arrive and give you up to date estimates about when we will process your refund. Once we've done our bit and told your card issuer it can take up to 5 days for this credit to appear on your statement. If you selected Self Service Ticket Collection and haven't picked your tickets up don't worry, we can save you time and effort by collecting the tickets for you. All we need you to do is log into your account, find your booking and request a refund - we'll do the rest.
For all refunds there is a standard administration fee of £10.00.
Have your plans changed? Are you traveling on a different date
If you only need to change the date or time of your train you might not have to cancel the ticket. For further details please see How can I change my ticket?
If you would prefer to speak to someone please call us on 0345 600 7245 (Select Option 3).