Ticket Changes, Cancellations & Refunds

Need to change the date or time of your train journey? Or are you looking for a refund? Check out how we can help change or cancel your ticket.

Need to change your train ticket?

Here’s everything you need to know.

What kind of ticket do you have?

If you have an orange credit card-size ticket, look under where it says ‘Ticket type’. Bought your tickets online? Log into 'My Account' and check your ticket type there.

Why do you want to change your Advance ticket?

I want to travel on a different date or time

To do this, you’ll need to rebook your journey. Rebooking will automatically submit a refund request for your original ticket. A £10 per ticket administration fee will be deducted from your refund. Ticket changes can only be made before the departure of your original train, so try not to leave it too late.

How to change your booked journey

You can also change your ticket on our app by logging in and selecting "change your journey".

If you are struggling to change your journey online then then please contact our call centre on 0345 528 0253

I'm making a different journey

Advance tickets are only valid on the train and route you selected when you booked them. So if you want to change the station you depart from or arrive at, you’ll need to buy a new ticket.

I'm not travelling anymore

Unfortunately, we’re not able to change tickets if you’re no longer travelling with us. Even if you don’t use your Advance tickets, they can’t be refunded.

T&Cs

  • Ticket changes can only be made before the departure of your original train.
  • Your new journey must be the same origin, destination and route – only the date and/or time can be changed.
  • If your new travel date is within the next seven days and you want your ticket(s) to be posted, you’ll only be offered Special Delivery to make sure they’re there on time, which has a charge.
  • The Railcards you use can't be changed.
  • Once your request has been received, your refund will take up to five working days to be processed. This may be longer if you need to send back your tickets to us.
  • There’s a £10 per-ticket administration charge when changing tickets. That means that if your original ticket was less than £10, we won't be able to provide you with a refund.
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Why do you want to change your Off-Peak ticket?

I want to travel on a different date or time

If you have an Off-Peak ticket, you can travel on any Off-Peak train on the date shown on your ticket. For Off-Peak Return tickets, you need to make your return journey within one calendar month (unless it’s an Off-Peak Day ticket).

If you want to change your outbound date or travel outside Off-Peak times, you’ll need to buy a new ticket and then apply for a refund on your original booking.

I'm making a different journey

If you want to change the station you depart from or arrive at, you’ll need to buy a new ticket for that journey, then apply for a refund for your original ticket.

There’s a £10 per ticket administration charge when changing tickets. That means if your original ticket was less than £10, we won't be able to refund the cost. 

Why do you want to change your Super Off-Peak ticket?

I want to travel on a different date or time

You can travel on any Super Off-Peak train on the date shown on your ticket. For Super Off-Peak Return tickets you need to make your return journey within one calendar month (unless it’s a Super Off-Peak Day ticket.)

If you want to change your outbound date or travel outside Super Off-Peak times, you’ll need to buy a new ticket and then apply for a refund on your original booking.

I'm making a different journey

If you want to change the station you depart from or arrive at, you’ll need to buy a new ticket for that journey, then apply for a refund for your original ticket.

There’s a £10 per ticket administration charge when changing tickets. That means if your original ticket was less than £10, we won't be able to refund the cost of your tickets

I'm not travelling anymore

You can apply for a refund on Super Off-Peak tickets up to 28 days from your ticket’s expiry date.

Why do you want to change your Anytime ticket?

I want to travel on a different date or time

Anytime Single

You can travel at any time on the date and route shown on your ticket, or on the following day.

Anytime Return

You can travel outbound at any time on the date and route shown on your ticket, or within the next four days. You need to make your return journey within one calendar month.

Anytime Day Single/Anytime Day Return

You can travel on any train on the date and route shown on your ticket.

If you want to change your travel date outside the allowances described above, you’ll need to buy a new ticket and then apply for a refund on your original booking.

There’s a £10 per ticket administration charge when changing tickets. That means if your original ticket was less than £10, we won't be able to refund the cost of your tickets.

I'm making a different journey

If you want to change the station you depart from or arrive at, you can cancel and refund your tickets online by:

  • Log into My Account
  • Select 'Your bookings'
  • Choose 'Change date/time' on the booking you wish to change

You can also change your ticket on our app by logging in and selecting "change your journey".

If you are struggling to change your journey online then then please contact our call centre on 0345 528 0253

I'm not travelling anymore

You can apply for a refund on Anytime tickets up to 28 days from your ticket’s expiry date.

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