Refunds

You've got your tickets but your plans have changed. Depending on your ticket, you might be able to get some, or even all, of your money back.

Train ticket refunds

You’ve got your tickets but your plans have changed. Depending on your ticket, you might be able to get some, or even all, of your money back. Here’s what you need to know...

Avanti West Coast Refunds

 
Bought a ticket on the Virgin Trains website or app? Contact them direct.

Virgin Trains Refunds

 

Which ticket types are refundable?

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.

pppt - per person per ticket


Ticket Type

Refundable?

Cost to refund

Advance

No

N/A

Off-Peak

Yes

£10 admin charge pppt 

Super Off-Peak

Yes

£10 admin charge pppt 

Anytime

Yes

£10 admin charge pppt 

Season Tickets

Partial (see below)

£10 admin charge

How much money will I get back?

The amount we’ll refund depends on your reason for claiming:


Your plans have changed so you won’t be travelling

You can expect a full refund, minus a £10 admin fee. If you need to travel on a different day or at a different time, why not change your ticket instead?


You chose not to travel because your train was delayed or didn’t have seat reservations

You’ll get a full refund with no admin fee. 


Your journey was delayed or cancelled en route and you decided to head back to where you started

You’ll get a full refund with no admin fee. 


How to apply for a refund

You usually need to return your unused ticket to the place you bought it from – or post it back to us – within 28 days of the date you were meant to travel. If you're posting your tickets, we recommend that you send them by Recorded Delivery to make sure they get to us safely.


How you bought your ticket

Where to return it

At a ticket office or ticket machine

The ticket office at any​ Avanti West Coast station

Online

Log in to your online account and follow the instructions.

By phone

Call us on 0345 528 0253

On Smartcard

Log in to your online account and follow the instructions.

From another train operator

Contact them directly.

Advance ticket refunds


Advance tickets are non-refundable. But you can still apply for a refund if your train is delayed or cancelled and you’re unable to complete your journey as planned. 


Season ticket refunds

 

Decided to cancel your Season Ticket?


If you have a Season ticket and no longer need it, you may be able to get a refund for the portion you won’t use. However, Season Tickets give you great discounts on journeys – the longer the Season Ticket, the better the rate. This means you’ll only be due a refund if you have a significant portion of your Season Ticket remaining: 

 - Weekly Season:
at least three days
 - Monthly or longer: at least seven days
 - Annual Season: at least 12 weeks 

If you forgot your Season Ticket 


If you had to pay again for your regular journey because you forgot your Season Ticket, you can claim a full refund for you new ticket. If you forget your Season Ticket again within 12 months, you can still claim a refund, but this time you’ll need to pay a £10 admin fee. If it happens again, you won’t be able to claim anything.


You can apply for your refund at the ticket office you bought your Season Ticket from. Please bring your Season Ticket, photocard, and the ticket you want refunded.


If you’ve lost your Season Ticket


If your Season Ticket is valid for a month or longer, you can get a replacement at the ticket office you bought it from.


If you're ill and can't use your Season Ticket


If illness prevents you from travelling for more than four weeks, you can apply for a partial refund of your Season Ticket. Refunds are at our discretion and we may ask you to provide a medical certificate as part of your claim.


Want to know more about Season Ticket refunds? Read National Rail’s Conditions of Travel


Delay Repay


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:


Delay Repay


Contact us


Got a question about ticket refunds? We’ve got all the answers.


Contact us