Skip to content Skip to footer

We are aware of the ASLEF Union's plans for action short of a strike between Friday 1 to Saturday 9 December – more information

How can I apply for a refund or cancel my ticket?

For tickets purchased with CrossCountry using our website or Train Tickets app please see the table below. Otherwise, please contact your original retailer.

Ticket type

Can I change my ticket?

Can I get a refund?      

Advance train tickets

You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry 

You may change your date and time of travel, but your origin and destination must remain the same. 

Any changes must be made before 18:00 the day before the original travel date.

Advance tickets are not refundable.

However, if the train you purchased a ticket for is cancelled a refund will be provided. 

All other tickets with the exception of Season tickets

As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket.

A £10 admin fee applies. A refund must be claimed within 28 days of the ticket expiry.

The £10 admin fee will not apply for service cancellations.

Next steps

You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on  [email protected] . or 0371 244 2389. 
For contact information and opening hours, please visit our Contact Us.

If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above.


Please note, refunds can take up to 5 working days to process once received by our team.

Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days.

For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool.

To request a refund for your Season ticket please contact our Web Support team on [email protected].

If you have a paper ticket and wish to make a refund please contact our Web Support team on [email protected] address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.

← Back to customer service

Was this answer useful?