The COVID-19 lockdown led to an unprecedented volume of refund requests being received. We are working through each request as quickly as we can. This is taking longer than it normally would, and we are grateful for your patience during this challenging time.
Our average time to process a refund is currently 23 days. Refunds of tickets originally purchased at stations may be longer.
How to apply
Refunds work differently depending on the type of ticket and where you bought it. The application window to apply for a refund has been temporarily extended to 56 days after expiry.
We normally charge a £10 admin fee for every application made - this will be waived if your train is delayed or cancelled and you decide not to travel.
You can claim a refund for any reason if you didn’t travel by completing our refund claim form here.
Normally you can only claim a refund if you couldn’t travel due to a delay or cancellation. However, due to travel restrictions, if you purchased your ticket prior to 07:00 on 23 March for travel after this date you can apply for a refund.
Season ticket refunds may be backdated by up to 56 days from the date they are returned (if not used in that period). A further backdated refund may be available for those with evidence of sickness that pre-dates the 56 days. The same terms also apply for Car Park and PlusBus season tickets.
For further information and advice on how refunds are calculated please see the National Rail website here.
Note: You must not seek to recover the same money twice. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015 where we as a company are at fault.