What if I mistakenly approach the train operating company or train station for a refund instead of Railsmartr?

It can be confusing, but you shouldn’t approach the train operating company or train station for a refund. If you’ve chosen not to use your ticket, then you’ll need to claim the refund from wherever you bought your ticket.

How to get your train tickets refunded

Remember, only flexible tickets are refundable. If you have an Advance ticket, then it’s only possible to change it to a different date and time. If your train is cancelled or there’s disruption and you choose not to travel, then you can refund it.

• If you have a flexible ticket such as Off-Peak, Super Off-Peak or Anytime, then you can claim a refund through your Railsmartr online account if you have one
• If you have an Advance ticket, then please contact us
• For Advance tickets, we can’t accept amendment requests that don’t reach us prior to the original date and time of travel
• For Flexible tickets, you need to email us within 28 days of your intended date of travel

Find out more about how to get a ticket refund or amendment from us on our help pages.