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Coronavirus refunds

Ticket refunds and exchanges

As you might expect, our customer relations team are experiencing a very high number of refund applications at the moment and our teams are working extremely hard to finalise customer requests. We aim to process most claims within 28 days but be assured you will receive the refund you are due.

As circumstances have changed rapidly over the past few weeks, we have done what we can to make it as easy as possible for you to change or cancel your travel plans and request a refund if you need it.

If you bought your ticket from Gatwick Express, Great Northern, Southern or Thameslink, revised arrangements for refunds are detailed below. We will continue to review the dates of travel that these arrangements apply to in line with the rest of the industry. If you bought your ticket from another train company or a booking agent, you must contact them for information on their refund policy.

The information below provides details of alternative means of gaining a refund where these are available.

How do I calculate the refund I will receive for my season ticket?

Season ticket refunds can only be backdated to a maximum of 56 days from the date of submission. Entering a date more than 56 days into the past from the submission date will result in an incorrect refund amount being calculated.

Season ticket refund calculator

 

We have introduced revised arrangements to make it as easy as possible for you to change or cancel your travel plans.

If you bought your ticket from Gatwick Express, Great Northern, Southern or Thameslink, enhanced arrangements for refunds and exchange are detailed below.

We will continue to review the dates of travel that these arrangements apply to. If you bought your ticket from another train company or a booking agent, please contact them for information on their refund policy.

Ticket type Refund exchange policy
Season tickets

Season tickets offer a discount to encourage customers to purchase the ticket up front, instead of buying each day/week/month as they travel.

Refunds are calculated as the difference between the cost of your season ticket and what it would have cost you to make the journey daily without the season ticket. This means that towards the expiry of the season ticket, there comes a point when it will no longer have been cheaper to travel using a shorter duration ticket and therefore no refund is due.

For tickets of more than a month, you can use our season ticket refund calculator above to estimate the refund due. Please consider the amount you will receive carefully before proceeding with the refund as all refunds are final, and season tickets cannot be “restarted” once the refund is processed.

We can generally give you a refund if there is:

  • Seven days (or more) left on a Season Ticket valid between one and ten months
  • Three days (or more) left on a weekly Season Ticket
  • For an annual Season Ticket, there may not be any monetary value left on it if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it

Please use the calculator above to calculate the refund for your specific ticket. A £10 admin fee is charged for all season ticket refunds.

Refunds are normally calculated based on the date you submit the ticket for refund; however, there are certain circumstances in which backdated claims can be made if you have not travelled during the period you are claiming for:

  • From 12 May, if you have been unable to travel for any reason claims may be backdated for a maximum of 56 days (eight weeks) from the date you submit your claim
  • In addition to this if you have been unable to travel due to sickness for at least 28 days (four weeks) you can claim a refund. If you are claiming a refund due to sickness, we will ask for supporting evidence, such as a medical certificate for the period you wish to backdate your claim. You can find out more and apply by getting in touch with our Customer Services team

More information on season ticket refunds can be found at National Rail Enquiries.

We do not offer a “pause and restart” option for season tickets.

Anytime, Off-Peak, and Super Off-Peak tickets A full refund is available for unused tickets with no fees applied. You have up to 56 days from the date you intended to travel to apply for this refund, however refunds will be processed in the order they are received.
Advance purchase tickets (tickets for a specific, timed service)

Tickets sold before 07:00 on 23 March 2020 for travel from 07:00 on 23 March 2020

A full refund is available but must be applied for before the departure time of the first train you are booked on. Alternatively, you may exchange an advance purchase ticket to a different date without paying an exchange fee before the departure time of the first train you are booked on. Any difference in fare will be payable and no refund available if the new fare is less. The new ticket must be between the same two stations. If your plans change again, you can change the ticket to another future date.

Please note that any advance ticket is for a single journey, therefore a return journey comprises of two individual single tickets. On this basis, you are eligible for a refund or exchange of the “return” section even if you have already made the outward journey.

Tickets sold after 07:00 on 23 March 2020

These tickets are booked with knowledge that a revised timetable is in operation. We will therefore only be able to offer a refund or exchange if the service you have booked for is later disrupted or cancelled. Please only make bookings if you definitely intend to travel.
Rover tickets 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 These tickets are not refundable. Please only purchase them if you are certain you will travel.
Carnet tickets A full refund is available on all unused Carnet tickets based on the face value of each ticket. Each individual unused ticket must be submitted.
Oyster / Contactless Please contact Transport for London (tfl.gov.uk) for any refunds for tickets purchased on Oyster or Contactless.

If you purchased your ticket online:

  • as an e-ticket
  • as a “ticket on departure” that you have not yet collected

it is easiest to manage your refund or exchange is through your online account in most cases:

If you have the paper tickets or you are unable to process a refund via your on-line account, you should apply for a refund remotely using our Paper Ticket Refunds form at Thameslink, Southern, or Great Northern.

We have worked hard to process an unprecedented number of refund requests over the past two months and aim to process most of them within 28 days.

We understand that receiving your refund is important and it will be processed as quickly as possible. If you have not heard from us within 28 days of submitting a refund application, please get in touch and we will investigate your enquiry. If you applied at a ticket office, please provide as much information as you can, including a copy of any paperwork issued by the ticket office. If you applied using the web form, or other online service, please quote your reference number.