Coronavirus (COVID‑19) Updates, exchanges, and refunds

Last update: Monday 30th March 2020 at 17:16

At Trainline, the wellbeing of our teams and our customers is our top priority. We know many of you have had to change or cancel your travel plans during this uncertain time.

We’ve been working hard on your behalf, making sure we have the most up-to-date travel information from train and coach companies. We’ve been putting in place simple-to-follow, automated processes, so you can easily request ticket exchanges and refunds online. As more of our teams start working remotely, we’ve also brought many more people into our customer support teams to help us move faster.

The quickest and easiest way to request an exchange or refund for any ticket is online. Please follow the three easy steps below for your ticket type.

You can still get in touch with us but please bear in mind we’re helping many more of you than usual, so it may take up to 10 days to respond. Please rest assured, we will get back to you and we appreciate you bearing with us at this particularly busy time.

Exchanges and refunds in the UK

If you need to change your UK travel plans, here are your options:

Advance Single tickets are normally non-refundable. However, due to the current circumstances, train companies have agreed to offer refunds on Advance tickets and we've waived the usual refund fee.

Please check if you're eligible for a refund:

  • If your Advance Single ticket was bought before, and is valid for travel from, 07:00 on Monday 23rd March 2020, you can refund or change your tickets online, with no fees. See steps below.
  • If your Advance Single ticket was bought before, and valid for travel before, 07:00 on Monday 23rd March 2020, you will only be eligible for a refund if the train was disrupted or cancelled. You will need to complete our refund request form.
  • If your Advance Single ticket was bought after 07:00 on Monday 23rd March 2020, you can change your tickets online to a different time/date for many train operators. See steps below. You won't be eligible for a refund, unless the train was disrupted or cancelled.

Follow these three easy steps to request an exchange or refund:

  • If you have an account:

1. Sign in.

2. Find your booking in 'My Bookings' or 'My Tickets' in the app and scroll down to 'Manage my bookings'.

3. Select 'Refund my tickets' or 'Change date/time'.

  • If you don’t have an account: 
  1. Create an account by following the link in your confirmation email. Search your inbox for auto-confirm@info.thetrainline.com.
  2. Follow the steps above to request your exchange or refund. 

If your train is disrupted or cancelled, you will need to complete our refund request form.

Please note:

  • Due to current high volumes, it can take up to 28 days to get your refund.
  • Any changes or refund requests need to be made at least 15 minutes before your original departure date/time. We appreciate you may not know your new travel date, so feel free to change to any date within 12 weeks and you can edit this again if necessary nearer the time.​
  • If your flexible ticket (Off-Peak, Super Off-Peak or Anytime) was bought before 07:00 on Monday 23rd March 2020, you can exchange or refund your tickets online, with no fee. See steps below.
  • If your flexible ticket (Off-Peak, Super Off-Peak or Anytime) was bought after 07:00 on Monday 23rd March 2020, you can exchange or refund your tickets online. The usual fees apply. See steps below.

To exchange or refund your ticket, follow these three easy steps:

If you have an account:

1. Sign in.

2. Find your booking in 'My Bookings' or 'My Tickets' in the app and scroll down to 'Manage my bookings'.

3. Select 'Refund my tickets' or 'Change date/time'.

If you don’t have an account: 

  1. Create an account by following the link in your confirmation email. Search your inbox for auto-confirm@info.thetrainline.com.
  2. Follow the steps above to request your refund. 

 

Please note:

  • Any changes need to be made at least 15 minutes before your original departure date/time. We appreciate you may not know your new travel date, so feel free to change to any date within 12 weeks and you can edit this again if necessary nearer the time.
  • Due to current high volumes, it can take up to 28 days to get your refund.

You can get a refund on the remaining portion of your unused Season Ticket if:

  • Your Weekly Season Ticket has three or more days' validity remaining 
  • Your Monthly or Custom Season Ticket has seven or more days' validity remaining 
  • Your Annual Season Ticket has two or more months' validity remaining 

How to request a refund for your Season Ticket:

  • Sign in to your Season Ticket account 
  • Select your 'Active' Season Ticket and click 'Refund' in the bottom left corner 
  • Download and email the completed Season Ticket Refund Application Form, or just write the info in the email itself, along with a photo of your Season Ticket cut in half, to seasons.direct@info.thetrainline.com
  • If you have a digital Season Ticket, you don’t have to send a photo. 

Please note: 

  • Due to a current high volume of requests, it can take up to 28 days to get your refund.  
  • We can only issue a refund once we’ve received proof that your Season Ticket is no longer in use, as advised above. 
  • The government has confirmed that the £10 admin fee will still be charged on all Season Ticket refunds.    

 

Alternatively, if you don’t have access to email, we’re happy to accept handwritten versions of the form by post to the below address.

We’d advise you to keep your ticket safe at home until you’re able to send it back to us by recorded delivery.

We’ll assume in good faith that your last date of travel was Monday 23rd March 2020 – unless you can provide proof that it was earlier than this.

Please make sure you include all necessary details for us to process your refund:

  • Your full name
  • Company name (if your ticket is provided by your company)
  • Contact details
  • Reason for cancelling (e.g. coronavirus)

Seasons Department
PO Box 23971
Edinburgh
EH3 5DA

The majority of National Express services are currently running as normal. However, as of 24th March, they're operating a significantly reduced timetable until further notice. Before travelling please check the National Express website for live updates.

Bookings departing before 31st May 2020

You can postpone your booking to travel any time in the next 12 months, regardless of the ticket terms and conditions. 

Changes and cancellations to your journey

National Express Customer Service will contact you if there's any change to your booking. If National Express cancel your journey, they'll issue a full refund in line with their Terms and Conditions. 

If you do not wish to amend your ticket to another date, National Express will fully refund you. Please complete their refund form and they'll process your refund within 14 days.

Book and travel with confidence

We know some of you are key workers or volunteers and have to travel, so we want you to book and travel with confidence:

Easy exchanges

From now until Thursday 30th April 2020, we are making it as easy as possible for you to rearrange your travel plans, including waiving any fees for changing your booking.

Easy refunds

If you buy a flexible ticket (e.g. Off-Peak, Super Off-Peak or Anytime), and your plans change, it’s easy to claim a refund and we’ve waived our usual fee.

Real-time journey updates

Due to measures related to the coronavirus (COVID-19) outbreak, expect travel disruptions and cancellations. Download the app for live train times and travel information for your journey.

Travelling safe

Your wellbeing is our priority. Here are some recommendations to keep you safe:

  • Avoid non-essential travel at this time.
  • If you have to travel, remember to practise social distancing, leaving a few seats, or two metres, between you and your fellow passengers.
  • Wash your hands when you get home or into work.

Exchanges and refunds across Europe

If you booked your Eurostar trip with us and your Eurostar train is cancelled, please fill out Eurostar's eVoucher claim form.

Bookings departing up until Monday 1st June 2020

If you need to change your travel plans you can claim the value of your current booking as an eVoucher. You'll need to use this eVoucher by 30th September 2020, but your new departure date can be as far in advance as you like, subject to ticket availability

Amended and cancelled services

Eurostar are adapting their timetables and reducing the number of services each day. Please check their revised timetables before travelling. As of 20th March 2020, trains from London to Paris and London to Brussels have had an 80% reduction in services.

As of 25th March 2020 EU border control restrictions are being enforced for Eurostar passengers. 

As of 20th March 2020, the number of high-speed SNCF services has been reduced by 85%, and the number of regional services has been reduced by 75%. Please check timetables before travelling.

As of 24th March 2020, medical personnel and carers are entitled to free travel on TGV and Intercités - no ticket is necessary, they'll just need to show professional ID/badge (medics) or a written confirmation of employment as carer on board.

Domestic routes

All journeys up to and including 30 April can be exchanged or cancelled free of charge for TGV INOUI, Intercités, OUIGO, and TER in connection with one of the above-mentioned trains. In the case of an exchange, if there is a difference in price between your original ticket and the new ticket, the difference remains at your expense.

Refund requests for TER are valid only until the day before the journey date. Requests should be made to the TER customer centre of the concerned region for TER only tickets or through Trainline's refund form for tickets with a connection of a TGV/INTERCITE train.

Requests for an exchange or refund can be made free of charge:

  • up to the departure of your TGV INOUI and Intercités train
  • up to 1h 30m before the departure of your OUIGO

If you have booked a TGV INOUI or Intercités ticket for a trip scheduled after 30 April 2020, you can also benefit from our free exchange and refund measure, up to 30 days before departure, for your journeys in May and June, as well as on your summer trips open for booking.

International routes

SNCF will refund tickets for trains from France to Italy until 29 March. This applies to trains circulating from 26 February to 2 April.

Refunds are free of charge for TGV France - Brussels, TGV France - Luxembourg, DB SNCF, TGV Paris Fribourg, TGV Lyria and Renfe SNCF trains. This fee waiver only works prior to the departure of the customer's train.

The Grand Voyageur lounges and onboard catering services will be unavailable until further notice.

For a refund please complete this online form.

As of 24th March 2020, all cross-border DB services have been suspended. Local and Regional train services have been reduced. The majority of long-distance trains within Germany are still running. Please check timetables before travelling.

DB will issue refunds for train tickets in the following circumstances:

  • You don't want to travel because of Coronavirus and booked a ticket before 13th March for travel between the 13th of March and the 30th of April 2020.

From 16 March DB customers who no longer want to travel due to the Coronavirus can have their tickets converted into a travel voucher worth the value of their original booking. This applies to all super saver and saver fares for trips up to and including April 30. To find out more please contact customer service.

To contact customer services please complete the form on this page.

Flixbus has cancelled all services throughout Italy, Germany, Belgium and France due to the travel restrictions imposed.

If your bus has been cancelled, you will receive a voucher automatically and sent to the email you used to make the booking.

For more information please visit the Flixbus help section here. 

Italo will run only the trains listed at this link until the next 3rd April 2020.

Italo, in order to protect its employees and passengers, complies with the provisions issued by the Government with the Prime Ministerial Decree of 8 March 2020. Passengers are informed that from today and until 3 April 2020:

  • High-speed services will be reduced
  • "Italo Club" Lounges will be closed
  • Onboard Catering services will not be provided

Self-certification form for travel If you need to travel, in order to facilitate the work of the Public Authorities and speed up operations, please download and fill out the form that you will have to hand over, together with a copy of the identity document, to control staff present at the stations. Thanks for your cooperation. Form to print.

Applying for a refund

Customers can apply for a refund of the entire ticket cost in the form of vouchers which may be used to purchase new tickets for travel within one year of the date of issue The application may be made directly via the website, using the Claims form, in the Support section at www.italotreno.it/en/refund (available only on a desktop device). When completing the form, it is necessary to select the category “Refund for health emergency 2020”. Note: in the event of claims for more than one journey or return ticket journeys with the same ticket code, it is necessary to make an application for each journey, stating the relative train number.

Normal conditions apply.

For the latest travel information regarding International, NS trains check this page.

For information about trains inside The Netherlands please visit this page.

Due to the current situation, all cross-border ÖBB services have been suspended. As of 20th March 2020, services within Austria have been reduced by 50%. Please check timetables before travelling.

You can get more information on this from ÖBB’s route information or from ÖBB customer service on 05-1717.

ÖBB tickets from and to Italy, Slovakia, Czech Republic, Poland, Slovenia, Germany and Switzerland for journeys valid until 13 April 2020 can be cancelled free of charge. Please contact our customer service.

Refunds

ÖBB tickets from and to Italy, Slovakia, the Czech Republic or Poland for journeys until 03 April 2020 can be cancelled for free. Please contact our customer service team.

As of 25th March 2020, Renfe services have been reduced by 70%.

Renfe (AVE, AVLO, long-distance services and Trenhotel) From Monday 16 March 2020, all valid tickets purchased from 9 March until 30 April 2020 can be refunded before the train departs, or retroactively for journeys between 9 and 15 March.

Update 16 March

Starting Wednesday, 18 March at 00h00 all purchased tickets will be cancelled - until the State of Emergency has been lifted. All tickets, no matter which fare, will be fully reimbursed. Customers wanting to cancel, change or get a refund must contact Trainline Customer Service via email for all these tickets, no matter which fare. Although travel is highly discouraged there will be 50% of trains running at 30% of capacity in each carriage - to respect the sanitary distance recommendations.

Tickets bought during the Emergency declaratory (15 days since 14/03) won't have any discounts applied.

The "Sala Executive" of each train will be reserved for cases of extreme need (e.g. organ donation transport)

Flexible fares: You should be able to cancel your ticket free of charge from "My bookings". If you have any issues, please feel free to contact us.

Non-refundable fares: You can request a refund at (+34) 918 314 520. The full refund will be made via a voucher which can be used from 1 May to 31 December 2020.

Although some trains are running, sales are closed for international traffic.

17 - 30 March

9724 Madrid to Marseille - cancelled on all international networks

9736/9738 Barcelona to Lyon - cancelled on all international networks

9743 Lyon to Barcelona - cancelled on all international networks

9731 Marseille to Madrid - cancelled on all international networks

9702 Barcelona to Paris - running as usual with one exceptional stop at Lyon St-Exupery's station

9715 Paris to Barcelona - running as usual with one exceptional stop at Lyon St-Exupery's station

9704 Barcelona to Paris – running as normal

9713 Paris to Barcelona – running as normal

31 March

9731 Marseille to Madrid - cancelled on all international networks

Alternative transport measures
In addition to the exceptional measures already established by Renfe and SNCF in the framework of the reduced mobility due to COVID-19, international customers of trains that have been cancelled and mentioned above will be able to get ticket refunds or exchanges at no cost (same class, same route), subject to availability of seats. To do so, customers are advised to go to the station or to an SNCF shop, whatever the type of ticket purchased.

After-sales measures
Passengers on cancelled trains will be able to choose whether they want to:

1) Exchange their ticket:

▪ Exchange their train ticket for any other journey available until 31/03: passengers will need to go to the reception desk at the train station so they can be directed to another train which they can take with their original ticket.

▪ Exchange their ticket for any other date from 01/04, at the ticket office which will:

o Stamp the initial ticket with the date

o Give a new ticket at no cost (exchange code: RC00AD). Note, the traveller will be required to present both tickets during their journey.

▪ If the exchange is made after the train has departed, any fare difference due to the new travel date chosen will be charged to the customer.

2) Get a refund:

1-Tickets issued directly from SNCF:

▪ Cancellation of the journey and full refund of the original ticket provided:

o On the Mosaic system, you must cancel the train ticket and cancel any extra-charges that may apply.

o The customer may also make a refund application to the Customer Service Department of the SNCF customer afterwards (within 3 months).

2-Tickets issued by another provider: Customers must have their ticket marked as "unused" at the ticket office and request a refund from the entity where they purchased the ticket.

  • As of 23rd March 2020, there will be a 50% reduction to domestic, intercity and regional SBB services
  • Traffic on purely tourist lines will be discontinued.
  • Italy: The international offer to Italy has already been restricted: Trains from Switzerland to Venice end in Milan. On the Gotthard axis, three out of nine pairs of EC trains Zurich will only run between Chiasso and Zurich from 07.10 a.m., 11.10 a.m. and 15.10 p.m., and Milano from 11.10 a.m., 15.10 and 19.10 p.m.
  • Two out of seven train pairs are affected on the Simplon axis. Geneva from 5.39 a.m. and Basel SBB from 12.28 p.m. and Milan from 7.20 a.m. and 5.20 p.m., which only operate between Basel or Geneva and Brig.
  • Austria: ÖBB has stopped traffic between Austria and Switzerland based on instructions from the Austrian authorities. All cross-border trains are canceled.
  • Long-distance transport to other countries: Further restrictions on international long-distance passenger transport are to be expected.

The costs for cancelled trips will be fully reimbursed until April 26, 2002, regardless of the fare purchased. Please contact the Customer service team here.

All Thalys and IZY tickets for travel between 10 March and 30 April are exchangeable or refundable at no extra cost, whatever their fare conditions. In addition, for journeys from May and June 2020, all tickets are exchangeable and refundable without charge up to 30 days before departure.

Thalys are currently operating 15% of all services.

For a refund please complete this online form.

Services from Paris - Venice are cancelled from 10 March to 3 April included Services from Venice - Paris are cancelled from 9 March to 2 April included.

All services between Marseille – Nice - Milan, in both senses, are cancelled from 10 March to 3 April included. Full refunds enabled.

If you require a refund please complete this form.

As of 20th March 2020, high-speed, regional and cross-border services are reduced by up to 80%. Please check timetables.

Trenitalia will issue refunds for all tickets, regardless of the fare, purchased after 23 February in the following circumstances:

  • You have been quarantined or are in self-isolation
  • You are travelling to high-risk areas in Northern Italy
  • An event you were due to attend has been cancelled due to COVID-19 - this applies to school trips, competitions, demonstrations, events or meetings

Refunds for medium and long-distance trains will be issued in the form of a voucher to be used within a year. Refunds for regional trains will be in cash.

There are new criteria to assigns seats on board that maintain the same comfort and respect of the security distance given by the Authority. This means passengers must sit at least 1m (3 ft) apart.

Catering service on board will not be provided.

The Frecce offer has been reduced, find out more here.

FrecciaLounge, Frecciaclub and salafreccia have been closed since 9 March.

A limited number of Intercity And IntercityNight trains are running

Eurocity Italy-Switzerland: some EC trains will be partially or totally cancelled until April 5th included. Eurocity Milan-Frankfurt (via Switzerland): confirmed from Milan to Frankfurt with the limitation previously communicated.

Euronight Italy - Austria/Germany: EN Milan-Vienna/Monaco together with Roma-Vienna/Monaco connections and vice versa will not run until 3 April included. Refund policy for Eurocity and Euronight Trenitalia services: Eurocity Italy-Switzerland and Euronight Italy-Germany-Austria trains. Customers can request a full refund within 30 days from the end of the current situations at the station ticket offices or filling in the web form available at this link, showing or attaching the ticket and the documentation certifying the current situation.

Self-certification form for travel In the implementation of the provisions of the D.P.C.M. on 8 March 2020, the Ministry of the Interior provided for the possibility of demonstrating, through a self-declaration, the existence of the reasons that allow travel to and from the areas of the territory in which travel limitations have been implemented. In order to facilitate the work of the Public Authorities and speed up operations, please download and fill out the form that you will have to hand over, together with a copy of the identity document, to control staff present at the stations. Thanks for your cooperation. Form to print.

If you would like a refund please complete this form.

From Monday 23rd March, SNCB will be running 75% of all services.