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When will I get my refund?
refund, confirm refund, check refund, how long
If you've asked for your money back our team will get to work on it right away, but it can take a little while to reach your bank account.
Where did you request your refund?
Please select from the list above.
Great, using My Bookings is the quickest and easiest way to get your refund. Simply follow the instructions online, then sit back relax and wait for the money to go back into your bank account.
If you're not sure if you've done everything you need to, go to my bookings, select your booking and click on is this refundable?
Next to your refund request you'll see one of the following messages-
Refunded/ Refund Approved - You've done everything you need to and your refund is on the way back to you, it will appear in you account within 5 working days.
Refund processing/ Refund - Action Required – Your refund has been requested and we've sent you an email confirming the details. Before we can process your tickets we may require you tickets back, to check if you need to return you tickets click here.
Refund Rejected – We’ve checked your refund request and are unable to refund your tickets. This is because either your eticket has been scanned or your mobile ticket has been activated.
Refunds can take up to 10 days from the date they were processed. If you requested a refund over the phone email or chat, the refund will not show in your My Bookings and you may not receive an email confirmation. Not to worry, we're working on getting the refund to you so keep an on your bank account for it.
If your tickets have already been printed, we'll need to receive them back before we can process your refund. Refunds then take up to 10 days from the date we receive your ticket.
If you're not sure whether you need to post your tickets back to us find out here.
Full refunds because of cancelled trains. These refunds can take a little longer to process due to us manually validating cancelled trains with the Train Operator responsible. Please give it 14 days before expecting to see the money back in your account. We don't send you an emailing confirming when it has been done so please instead check your bank account.