Refunds are your right. And we like to make things right for our customers. So here’s everything you need to know about claiming a refund on a train ticket.
We understand the ups and down of booking train journeys. We get that it is the cool and low carbon way to travel. We get that booking train or bus tickets doesn’t have to be complicated. But we also get that life doesn’t always go to plan and sometimes you need to claim a refund. In this case, we endeavour to do everything we can to make this process easy for you.
The only reason it is complicated is that we are a booking platform, not a rail or bus operator. We work in partnership with lots of different operators, all of which come with all their own terms and conditions. Which is a bore, we know, sorry. But that’s why we're here - to make it all clearer and simple. In some cases you may just want to exchange your ticket, in which case read here. If you need a refund, read on:
The first thing is go to your account details. If you didn’t register with us when you bought a ticket, then just sign up with the same email address used when you bought your ticket, a record of your purchase will be there waiting for you, which allows you to go through the online refund process as detailed below.
Refundable tickets not yet collected at train station
Next, check if you have a flexible ticket, which means that you should be able to claim a refund. If your ticket is flexible or semi-flexible, you will be able to do so through your account with us. This only applies if you haven’t already collected your tickets at a station. If you have printed your tickets off at home, or have a mobile ticket, you can still go through this automatic refund process.
For these automatic refunds on our website, there are just a few clicks and you’re done:
- Go to ‘Your Trips’
- Select the trip you want to cancel and claim a refund on.
- Here you can check your refund options, depending on the type of ticket you bought.
If you have only just booked your ticket, and realise quickly that you made a mistake, go straight to the cancellation option and this will happen automatically, if the rail operator allows a cancellation, based on its fare conditions. (usually 24 hours depending on the train operator you booked with).
- In other cases, press the button that calculates your refund. You will see how much you can get refunded, depending on the type of ticket you bought, and then you have an option to accept this.
- All done! There will be an email on its way to you, confirming that your ticket has been cancelled and the refund has been made to your account. Your payment card will be credited immediately and the refund will show in your account within a few days.
Refundable UK tickets already collected at a UK train station
If you have already bought your ticket with us but collected it in advance at the train station, it is a little more complicated. Again, check if you have a flexible ticket which allows you to claim a refund. If you don’t have a flexible ticket, the ticket office won’t offer a refund, but if it is flexible, they should offer an exchange. Your other option is to return it to us by good old-fashioned post, and we will organise a refund it for you. The ticket office will not be able to refund you. If you have exceptional reasons for cancelling your journey, see below.
It is worth noting that if you have had an emergency situation, and you have a non-flexible ticket, you may also be in a position to claim a refund. The refund will depend on each rail operator’s policy on this, and you will need to provide proof of the exceptional circumstances resulting in your cancellation, such as a bereavement or accident.
Always go to your account and double check that the fare conditions of the ticket you have bought don’t allow you to get a refund, or even better, cancel. In which case, follow the procedure above. If your ticket is totally non-flexible, your quickest port of call in this event is usually your travel insurance company, if you have one. Sometimes travellers only associate travel insurance with air travel and, but it also applies to rail travel of course. If this doesn’t work out, or you don’t have a travel insurance policy, contact our Travel Geeks about your exceptional situation. They are real people who understand real life situations.
Photo credit: Exchanging tickets iStock ©webphotographeer
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