This is information specifically for customers who had to abandon their journey due to delays or their trains being cancelled:
Bought your ticket on avantiwestcoast.co.uk or via our app?
Please note, attempting a refund via 'My Account' will incur the £10.00 admin fee if you abandoned your journey.
To collect a refund for an abandoned journey without having to pay £10.00 admin fee, you will need to contact our refunds team directly by filling out the following refund form:
Abandoned journey refund form
Please make sure to include your booking reference and/or a copy of your ticket(s) so our team have as much information as possible.
Bought your ticket from another website or app?
You’ll need to contact them directly. We can’t speak for other retailers, but it may be worth contacting them by phone or live chat to ensure your refund isn’t rejected or charged any fees in error.
Bought your ticket from a station?
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).
In all cases, refunds must be requested within 28 days of the ticket's expiry date.