Refund your journey

Did you buy directly from us?

This information is specifically for customers that bought their train tickets directly from our Avanti website, Avanti West Coast app or ticket offices.

If you bought your ticket from a different retailer then you will need to contact them for your refund.

Was your journey delayed by 15 minutes or more?

You can claim compensation for a delay by visiting our online portal. Just create an account, then submit your claim.

Register for Delay Repay

Haven't travelled and need a refund?

If you're purchased journey is still in the future or you haven't used your ticket to travel you could be entitled to a refund depending on the type of ticket you purchased.

Bought your ticket on our website?

The quickest way to request a refund is via the 'My Account' section of our website. To do this you need to:

• Sign in to 'My Account' (if you have already signed in to your account please click 'My Account' at the top right of this page. If not then please click where it says 'Sign in' in the top right hand corner of this page.)
• Go to 'My bookings'
• Click request a refund/confirm refund request

Sign in to your account

Bought your ticket on our app?

You can also request a refund via our app. To do this you need to:

• Sign in to your account
• Go to 'My tickets'
• Scroll down click 'request refund' and choose a reason for requesting refund.

If you are unable to refund your ticket through our website or app then please fill out our refund form.

Bought your ticket at one of our stations?

Head back to the station you bought it from within 28 days of your tickets expiry date. The ticket office team can

sort your refund for you but please note a £5 admin fee still applies for refunding tickets bought at stations.

Abandoned your journey due to disruption?

If you abandoned your travel plans due to your train being delayed or cancelled, you can get a full refund without an admin fee from where you bought your ticket.

Bought your ticket on our website or app?

Please request a refund via our refund web form and one of our team will be in touch as soon as possible. In all cases, refunds must be requested within 28 days of the ticket's expiry date.

Fill out our Refund form

Bought your ticket from a station?

You can also request a refund via our app. To do this you need to:

• Sign in to your account
• Go to 'My tickets'
• Scroll down click 'request refund' and choose a reason for requesting refund.

If you are unable to refund your ticket through our website or app then please fill out our refund form.

Bought your ticket at one of our stations?

The quickest way to get your full refund is to take your unused ticket(s) back to the exact station you purchased them from. If that's not convenient, any staffed National Rail station can accept your refund request & forward it on to the original station for you (but this can take longer).

Need to travel on a different date or time?

If you would like to change your ticket instead to travel on a different date or at a different time, then please click the link below for more information.

Sign in to Change journey