For certain purchases through our website you can amend your tickets including the route, date and time of travel.
A change of journey is when you want to change the date/time of travel. CrossCountry have eliminated the administration fee on change of journey for advanced tickets.
Please log into your account and follow the step by step process in the change of journey section. Alternatively, please contact our dedicated Web Support Team on 0371 244 2389 (Option 3) where they can assist you further.
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.
If you decide not to use or to stop using a Season Ticket, a refund may be obtained if the season ticket is returned to the ticket office or point of purchase from which it was bought.
Delay repay is a national compensation scheme that most train operating companies have in place. You can claim compensation if you're delayed by 30 minutes or more (including cancellations) when you travel with us. To make a claim for compensation you can use either the online form or by completing a paper form by downloading the PDF from our website. Please click here for all the information you need about Delay Repay.
If you're delayed by: • 0-29 minutes you're not entitled to compensation. • 30-59 minutes you're entitled to 50% of the cost of your single ticket or 25% of the cost your return ticket. • 60-119 minutes you're entitled to 100% of the cost of your single ticket or 50% of the cost of your return ticket. • 120+ minutes you're entitled to 100% of the cost of a return journey.
Season ticket holders (weekly or longer): To calculate the compensation value of each journey, we divide the cost of your season ticket by 464; other period tickets are calculated pro-rata on the same basis. • an annual season ticket covers 464 single journeys • a quarterly season ticket covers 130 single journeys • a monthly season ticket covers 40 single journey • a weekly season ticket covers 10 single journeys
If you abandoned your journey prior or during travelling due to rail disruption (i.e adverse weather conditions, cancelled train or severe delays) you will be eligible for a refund. This will need to be from the point of purchase and will not be covered under our delay repay scheme.
Delay repay is a national compensation scheme that most train operating companies have in place.
You can claim compensation if you're delayed by 30 minutes or more (including cancellations) when you travel with us.
To make a claim for compensation you can use either the online form or by completing a paper form by downloading the PDF from our website. Please click here for all the information you need about Delay Repay.
When requesting a refund you should expect to hear of us within ten working days. However, during busier periods this can take longer than expected. Within this time we ask for you to return all unused tickets to our refund department at:
CrossCountry Trains Refunds PO Box 23972 Edinburgh EH3 5DA
When returning unused tickets to us, we recommend you send them recorded delivery as we are unable to process refunds unless we receive the tickets.
Please note: Advance tickets are non-refundable and, unless it has been agreed with CrossCountry Trains these tickets should not be returned.
Yes you can if your train is delayed for more than 30 minutes. If this is the case, you will need to apply for compensations through our Delay Repayform which will give you all the information you need to start this process.