Coronavirus (Covid-19) - Travel advice and guidance - please visit here for more information

 

Timetable updates - please visit here for more information

 

Disruption is likely to our services from Monday 29 November, please check your journey before you travel - visit here for more information.

Ticket refunds and amends

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Refunds and amending tickets 

For tickets purchased with us using our site, Train Tickets app, Seasons site or telesales, please refer to the information below. Otherwise, please contact your original retailer.

Advance train tickets +

Can I change my ticket?

Can I get a refund?

Next steps

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.

 

Advance train tickets are not refundable.

We are introducing an easement to the terms & conditions of Advance train tickets, to help you gain confidence in travelling by rail again.

Between Monday 21 June and 31 December 2021, if you do not wish to refund your Advance train tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue.

Due to the extensive period of ‘essential travel only’ government messaging, National Rail Vouchers that have an expiry date between 20 October 2020 - 30 June 2021, may be accepted for a maximum of 6 months after the original expiry date. For example a National Rail Travel Voucher that expires on 30 June 2021, may continue to be used up to and including 30 December 2021.

National Rail Travel Vouchers must not be exchanged for cash.

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 sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00.

To request a Rail Travel Voucher please e-mail our Customer Relations Team on customer.relations@crosscountrytrains.co.uk. Please include your booking reference number.

Other tickets +

Can I change my ticket?

Can I get a refund?      

Next steps

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.

If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry.

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 sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389. Our Web Support lines are open Monday - Sunday: 08:00-17:00.

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.

You can request a refund for your Season ticket within your account or you can contact Web Support  on seasons.crosscountry@trainsfares.co.uk.

If you have a paper ticket and wish to make a refund please contact Web Support on sales.support.crosscountry@trainsfares.co.uk address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.

Delay Repay 

We aim to provide the most punctual service possible. However, when delays occur, we may be able to provide you compensation in line with our Passenger Charter and the National Rail Conditions of Travel. If your train journey with us has been delayed by 30 minutes or more to the destination detailed on your ticket, you will be entitled to compensation.

You can find our Delay Repay service here.

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