Train ticket refunds
We've all been there. You've got your tickets, you're ready to go but then your plans change!
If you're looking for a refund, amendment or more information on what to do next then you've come to the right place.
To make sure you're always ready for any situation we advise booking a flexible ticket - but if not, not to worry - there are always options - find out exactly what they are below.
Update on refunds and changing travel plans.
During this time, there are changes to our refund policy due to coronavirus.
If you need to make amendments to your ticket as a result of changes to regulations concerning the Christmas travel window (23-27 December 2020), please see our click here.
For more information on COVID-19, refunds and changes to travel plans, please click here: COVID-19 information page
How do I get my refund?
Your chances of a refund depend on the type of ticket you have. It’s best to check the terms and conditions. Advance tickets are usually non-refundable, as are m-tickets that you’ve already activated.
Please note, it’s an offence to claim a refund on a used ticket. We carry out regular checks to identify fraudulent claims. Please only claim a refund if you have not travelled.
Christmas and New Year's Eve travel
If you need to make amendments to your ticket as a result of changes to regulations concerning the Christmas travel window (23-27 December 2020), please see guidance below. If your ticket is for travel outside of these dates, please visit our Covid-19 travel information page.
All refunds and amendments should be requested where you originally bought your ticket. For tickets purchased through another retailer, you'll need to get in touch with them directly for advice on changes and refunds.
For tickets that have been purchased directly with us (on our website, app or from colleagues at stations), please see guidance below.
If you have booked your ticket on or after 24 November to travel between 23-27 December using an Off-Peak, Super Off-Peak or Anytime ticket you can apply for a refund or a change of journey on an unused ticket free of charge.
How do I claim a refund or change my journey?
For Advance tickets, you’ll need to make the request before your booked train departs. Otherwise, you can do this up to four weeks from the last day that the ticket was valid.
Bought on our website or app?
Please fill out this form or call our call centre on 0345 528 0253.
Please apply for your refund at the point of sale where most can be processed immediately. If you can't get to the station to claim your refund because you're shielding or are in a local lockdown, then you'll be able to apply for a refund without leaving the house through this link. Please be aware that if this is the case, processing your refund may take up to 28 days.
You can claim Delay Repay if your journey with Avanti West Coast has been delayed by 15 minutes or more. Depending on the amount of time your journey was delayed, you may be entitled to a full or partial refund on the price of your ticket:
Got a question about ticket refunds? We’ve got all the answers.