FAQs
Most customers want to know
- How can I apply for a refund or cancel my ticket?
- How far in advance can I purchase a train ticket?
- What times are Off-Peak and Super Off-Peak tickets valid?
- How do I use an e-ticket?
- After what period of time can I claim a refund?
My enquiry is about
- Tickets and travel information
- Ticket delivery/collection
- Getting a refund
- Change my journey/ticket
- Journey extras
- Web assistance
- Season tickets
Getting a refund (7)
After what period of time can I claim a refund?
The maximum period in which you can claim a refund is within 28 days of the tickets expiry date.
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Can I apply for a refund at any station?
Tickets can only be refunded at the point of issue. If your ticket was ordered from the website, please visit 'My Account' and select 'Apply for a Refund'. Alternatively please contact us on 0844 811 0124.
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Can I get a refund for train tickets booked through the mobile site?
Yes if the ticket you purchased is refundable.
To discuss a possible refund, please contact us on 0844 811
0124.
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How can I apply for a refund or cancel my ticket?
When may I claim a refund?
You may request a refund for any unused ticket where the terms and
conditions of that ticket type allow for a refund. You can apply
for a refund in the 'My account' section of the
website.
Please note: no refunds or changes to travel are allowed with
e-ticekts or m-tickets.
What reason do I need to refund a ticket?
Providing the terms and conditions of your ticket permit a refund
then you do not need to give a reason for cancelling your
ticket.
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How do I claim for a Season Ticket refund?
You should apply for a refund on your Season ticket in the 'My account' section of the
website. Once you have a refund quote you should print the form and
post by Special Delivery with your ticket to:
Thetrainline Seasons
PO Box 23971
Edinburgh
EH2 9AE
We must receive your Season ticket within three days of your
quoted last day of use, failure to provide the ticket within three
days may mean the refund amount is less than the quotation. Your
refund is based on what would have been paid if you had bought a
ticket for the period of actual use.
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I have been off sick. Can I claim a refund for the days I didn't use my Season ticket?
Your Season ticket must be sent back by Special Delivery to thetrainline on commencement of long term sickness, this will then be refunded and a new ticket must be purchased when you return to work. You may also send back the ticket by Special Delivery on the day you return to work accompanied by medical evidence from the commencement of sickness to the date of resumption to work. Please follow the procedure in 'My account' and 'Apply for refund' of your Season ticket.
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I have been told that there is no refund value on my annual Season ticket. Why is this?
An annual Season ticket is a discounted ticket and has no refund value after 10 months and 13 days.