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How do I cancel my booking for a refund?

It’s understandable, sometimes plans change. Cancelling your booking depends on which train operator you've booked to travel with and the type of ticket bought, so please open the information below to find out more. Getting a refund is a piece of cake, everything's done in your online account. Don't worry if you haven't got an account with us, it's easy to set one up here.

From the information below, if you find out that your ticket is refundable then this can be processed either on our website in "My bookings" or within our App under "My Tickets".

We'll send you an email when it’s all done and the money will appear in your account within five working days. If you’ve already collected your tickets, or had them delivered to you, we will ask you to post the relevant tickets back to us before we will process the refund.
 

Off-Peak, Super Off-Peak and Anytime tickets

These types of tickets can be refunded, it's quick and easy to do online.

If you originally got your ticket by calling our contact centre then we charge a set £10.00 fee.
For tickets bought online or using our apps, the refund fee is based on the value of the ticket that is being cancelled. The breakdown of refund fees for tickets bought online or using our apps is as follows -

You have 28 days from expiry of the ticket to request a refund. If you have an m-ticket and it has already been activated you can no longer claim refund on that journey. 
 

Advance Single ticket

Advance Single tickets cannot be refunded but can be exchanged for a new ticket on a different time/day. You’ll have to keep the same route. You can change the time/day for a £10.00 fee. More on how to change your Advance tickets here.

Standard or Standard Premier

These tickets are non-refundable but you may be able to change them to a different time/day of travel. This change will need to be made before the planned departure of your original train and comes with a fee (£30 for Standard, £40 for Standard Premier). Check out the full details on how to change Standard or Standard Premier.

Business Premier

You can cancel your trip and get a full refund in My booking until up to 60 days after your planned departure.


It all depends on the ticket type. It's quick and easy to check in My booking.

If your ticket is refundable we will present the refund fee alongside the ticket. It's then up to you whether you want to proceed or give it a miss.

If it's a last minute decision you can also cancel tickets at the station instead of through us. However, they cannot reimburse you as you bought the tickets with us. If the station cancels your ticket then please confirm this with us by email and we will process the refund for you. It's very important you cancel the tickets before the train departs. Otherwise you can no longer be refunded.

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