Flexibility
Swap eligible tickets and take a different train.
Peace of mind
There’s no need to worry about losing out financially if you can’t make your journey.
Convenience
Amend bookings yourself, on the go. Just use our app.
How to exchange and refund tickets
1. Double check you need to
Stop right there. You may be able to travel at a different time without changing your booking.
- Anytime tickets are completely flexible and without time restrictions. They do what they say on the tin: let you travel at any time of the day.
- Off-Peak and Super Off-Peak tickets give you a large daytime window in which you can take any train.
To check what train you’re allowed to take, find your journey in my bookings, click on the journey details and choose refund and change conditions. We’ll tell you all about your ticket eligibility.
2. Fee-free exchanges
OK, so you need to change your ticket. If you’ve got an Advance single, you’re in luck. These beauties can be changed as late as 6pm on the day before travel for free. You’ll only pay the difference if your new ticket is more expensive. It’s still possible to change a ticket right up until your scheduled departure, but a fee will apply.
To exchange your ticket, find it in my bookings, expand manage my booking and choose change date/time. Select the legs of your journey you want to exchange, click continue and a simplified search widget will appear.
Say when you want to travel and hit search. Now click the purple price button of the train you want to take. In the pictured example, the traveller could switch to the 7.31pm train for free, or pay extra for either of the two earlier services.
When you’re happy with your choice, either click confirm change or pay by card if the revised journey costs more – and voilà! You’ve successfully rebooked.
3. Applying for refunds
The joy of flexible tickets is they’re refundable after your train departs. Many weeks after. In fact, you can get your money back on Anytime single, Off-Peak and Super Off-Peak tickets up to 28 days after they expire. How amazing is that?
To request a refund, go to my bookings and click on past trips if your ticket has already expired. Expand manage my booking and click refund tickets. Then click request refund. It’s that simple.
We’ll reimburse the payment card you used within five working days and send confirmation of your refund by email. A fee of up to £10 applies.