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arrivals
Last updated: 17:21
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Refunds and changing your ticket

This page provides information on how to refund or change your ticket when you buy your tickets from us.

We'll refund you in the same or similar way as you originally paid for your tickets. This is so we can comply with government money-laundering legislation.

If you would like a refund for your ticket that you bought from another retailer including another Train Operator you should contact them directly.

If you travelled and your journey was delayed by 15 minutes or more, you may be entitled to Delay Repay.

We are currently in a period of ongoing Industrial Action which may impact your journey. For the latest information and guidance please visit our Industrial Action page.

We have made some temporary changes to our refunds and change of journey rules for Advance tickets purchased on or before 30 November 2022, to allow you to book with confidence.

Please check here for further information.

Advance tickets bought on or after 1 December 2022 will follow the standard Advance ticket terms and conditions..



Notification of a change to your booking

If you’ve received a notification from us that there’s been a change to your booking, you have the following options:


If your train has been cancelled, you can:

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type Options
Advance

You’re able to use your existing ticket on the following train(s) to reach your destination.

If you want to travel on any other train, you will need to change your ticket.

If your ticket is for a specific operator, you will need to use that operators’ next available service.

Anytime

There are no time restrictions on when you can use this ticket on an alternative train.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Off-Peak &
Super Off-Peak

Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on.

A website beginning with www.nre.co.uk/ is printed on your ticket.

If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you had a seat reservation on the train that’s been cancelled, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.


If your train has been retimed, you can:

• Use your ticket on the retimed train, without having to do anything else.

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type Options
Advance

 

As you can’t use your ticket on any other train.

You will need to change your ticket if you want to travel on a different train.

Anytime

There are no time restrictions on when you can use this ticket on an alternative train.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Off-Peak &
Super Off-Peak

Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on.

A website beginning with www.nre.co.uk/ is printed on your ticket.

If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you now plan to catch a different train and had a seat reservation on the train that’s been retimed, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.


If you prefer not to receive these notifications for future bookings.

You just need to ensure that you don’t tick the option to receive notifications at the payment screen.


If you decide not to travel, or if you need to change your ticket

This information is based on the different ticket types in place, if you hold a paper ticket and you’re not sure what type of ticket you have, please check the information printed on the orange stripe in the top left corner of the ticket for one of the following.

Anytime, Off-Peak, and Super Off-Peak tickets

Travel on a different date

You can change the date of travel without paying a change of journey fee, so long as you request the change before the date of your original journey.

No longer want to travel

If you bought your ticket from us and no longer want to travel we can refund your ticket less a £10 admin fee, up to a maximum of 28 days from the expiry date of the ticket. Please see the ‘How to apply for a refund’ section below for full details.

Advance tickets

Travel on a different date

You can change the time or date of travel at any National Rail Ticket Office, before the departure of the first reserved train printed on your ticket.

You’ll need to pay any difference between the fare you’ve already paid and the best available fare for your new journey, plus a £10 change of journey fee for each ticket changed.

No longer want to travel

Unless the reason for your refund is covered by Condition 30.1 in the National Rail Conditions of Travel, then Advance tickets are not refundable.

If you are entitled to a refund you need to submit your refund request within 28 days of the date on your ticket.

Season tickets

Travel on a different date

Once you purchase your Season Ticket the start and finish dates cannot be changed.

No longer want to travel

If you bought your ticket from us and no longer want to travel:

You can refund your Season Ticket any time before the finish date of the ticket.

We will calculate how much is refunded based on the value left on your ticket on the day you submit your Season ticket, less a £10 admin fee for the refund.

If you’re sick and can’t travel

Your refund can only be backdated with evidence that illness prevented you from travelling.

For more information, including if you require a refund due to sickness that prevented you from using a Season ticket, see the Season Ticket Conditions page.

Flexi Season Tickets

Travel on a different date

You should only activate a daily pass when you’re sure you’re travelling, as we can’t refund or change an activated daily pass.

No longer want to travel

If you bought your ticket from us and no longer want to travel:

You can refund your Flexi Season Ticket any time before the finish date of the ticket.

We will calculate how much is refunded based on the value left on your ticket on the day you submit your Flexi Season ticket, less a £10 admin fee for the refund.

You can find out how much refund you are due by using the Season Ticket Calculator.

Carnet

Travel on a different date

Please do not date your carnet ticket until you know for certain that you are going to travel, as it is not possible to amend the date of travel with these tickets once dated.

No longer want to travel

If you no longer want to travel, we can only refund your Carnet tickets, less a £10 admin fee if they are:

  • Within 28 days from the expiry date of the tickets
  • A complete unused book of tickets
Rover tickets

Travel on a different date

These tickets cannot be changed.

No longer want to travel

A full refund is available before the period of validity starts with no fees applied. Tickets cannot be refunded once the period of validity has started.

DaySave tickets

Travel on a different date

These tickets cannot be changed.

No longer want to travel

These tickets are not refundable. Please only purchase them if you are certain you will travel.

Carpark season tickets

Travel on a different date

These tickets cannot be changed.

No longer want to travel

If you will not be using your car park season ticket for some time, you can request a refund here.

Travelcard Season tickets bought on Oyster cards
For any refunds or queries please contact Transport for London for tickets purchased on an Oyster card.

How to apply for a refund

Please see below information for different ticket formats.

Please note we can only refund tickets bought from Southern, Thameslink, Great Northern or Gatwick Express ticket offices, TVMs, on board trains or websites.

If you would like a refund for your ticket that you bought from another retailer including another Train Operator you should contact them directly.

Paper or Smartcard tickets

Online – Refunds are processed via our Online Refund Form.

Ticket Office – Visit any Southern, Thameslink, Great Northern or Gatwick Express ticket offices to obtain a refund.

eTickets

Online – Refunds are processed via our Online Refund Form.

Ticket Office – Ticket Office staff are unable to process eTicket refunds, please use our Online Refund Form.

Money Back Guarantee

We do offer a Money Back Guarantee on a range of ticket types, please visit our Money Back Guarantee page for more details.