We use cookies to track usage and preferences. You can view our cookies policy here.

Refunds and amendments

Refunds and amendments

Advance tickets are non refundable but don’t worry, you won’t lose your money. If you bought Advance train tickets for travel during Lockdown 2 or were due to travel to or from a Tier 3 or 4 location, we can exchange these for you. This applies if you booked your tickets with us before the government announced the restrictions.

You have up to 12 months from the original date of travel to make a new booking. Your new tickets can be any type of ticket (e.g. Anytime, Off-Peak or Advance), for any journey. You don’t need to do anything now. Just wait until you are ready to make your next journey and then buy your new tickets using Railsmartr.

After buying your new tickets, simply send the booking reference for both your original and new bookings to refunds@railsmartr.co.uk. We’ll refund your original Advance tickets, providing that the value of your new tickets is the same as, or greater than, your original tickets. There are no fees to pay.

We’re sorry, but we can’t refund your Advance tickets. But we are doing the next best thing, to give you peace of mind and as much flexibility as possible.

If you’re unable to travel due to other COVID-19 restrictions across the UK you may also be eligible for this offer. Please contact us at refunds@railsmartr.co.uk for more details.

Normal terms and conditions apply to Advance tickets that do not meet these criteria, and to all other types of ticket.

last update:

Yes, you can change the time or date of an Advance ticket.   To do this, you must buy a new Advance ticket from Railsmartr.co.uk, and send an email to refunds@railsmartr.co.uk, before the departure time of the first reserved train on the Advance ticket that you want to cancel.   Your new Advance ticket must be:
  • from the same origin station
  • to the same destination station
  • using the same ‘route’ (for example, “Avanti West Coast only”)
  • the same ticket type (Advance)
Your new Advance ticket does not need to be in the same class of accommodation (it can be in either 1st Class or Standard Class). Also, it does not need to use the same railcards as your original Advance ticket.   Additionally, your new Advance ticket can be for travel either before or after your old Advance ticket.   When you have bought your new Advance ticket, you must:
  • email refunds@railsmartr.co.uk with the reference number of your original booking and your new booking. If you only want to cancel some Advance tickets in your original booking, please state which ones these are.
  • if you have collected your ticket from a ticket machine, or it was posted to you, then you will need to cut both the ticket and the reservation coupon in half. Then, you will need to take a photograph and attach the photograph to your email to us as well. Otherwise, we cannot cancel your old Advance ticket.
Once we have received your email, we will cancel your old Advance ticket, and make a refund to the payment card that you paid with. We will typically process the refund within five days. The refund should appear in your payment card account within a further one or two days.   We will always refund the value of the cheaper Advance ticket:
  • if your new Advance ticket costs the same as, or more than, your old Advance ticket, we will refund the cost of your old Advance ticket in full.
  • if your new Advance ticket costs less than your old Advance ticket, we will refund the cost of your new Advance ticket.
There is no fee to change your Advance ticket. Railsmartr is the only train ticket retailer that does not charge a fee for this!

last update:

If you are in possession of a flexible (Off-Peak or Anytime) ticket, then even if you miss the train you had planned to catch, your ticket will be valid for a later service. However, you must observe the restrictions of the ticket you possess, such as the route, operator and time of day. Conversely, if you have an Advance ticket, what happens next depends on the reason why you missed your train. Annoyingly, sometimes passengers will miss their connection due to delays on the first leg of their journey through no fault of their own. If this happens, you may have grounds to take a later train using your original ticket at no extra cost. First Class compensation will be offered if you possess a First Class ticket and there is no First Class on the next service. Claims can be made through the train operating company you are travelling with. If you miss your train due to other reasons, such as a meeting that has overrun, you will need to buy another ticket for a later train if you still wish to travel.  Please be aware that, unfortunately, Railsmartr cannot claim liability for delays caused by issues with transport you have taken to get to the train station. This is, for example, the case if your bus or tube is delayed.

last update:

Unfortunately, First Class is not always available on every leg of the journey. The good news – your ticket price will always reflect this. We display this on your screen when you book your tickets, so you can decide before you buy.

last update:

When this happens, you will need to go to the train operating company (rather than Railsmartr) to claim compensation. You are always entitled to this. If, for any reason, you encounter any difficulties when making your claim, please contact us and we will step in to help.  In most cases, you can expect to be refunded the difference in price between a First Class and Standard Class ticket for your journey.

last update:

The type of First Class service offered varies quite significantly depending on the train operating company, the type of train, the time of day and the day of the week. For a detailed description of the service you can expect at any given time, or on any given day of the week, please refer to the website of the train operating company you have booked with. Unfortunately, you will only be entitled to compensation if the First Class service you received was different from the service that was advertised on the train operating company’s website for your specific journey.

last update:

Unfortunately not. Your ticket fare stays the same, even if your journey takes longer due to part of it being served by a rail replacement bus.

last update:

No, you shouldn’t. Actually, there is no need for you to collect your tickets from a vending machine, if you know that you are not going to use them. We will be able to trace your order using your booking reference number to process a refund.  This will save you the hassle of making a trip to the station and posting the tickets.

last update:

Unfortunately, all refund requests must be submitted to refunds@railsmartr.co.uk in order to qualify as valid. In the case of Advance tickets, we cannot accept requests that do not reach us prior to travel. For flexible tickets (Anytime, Off-Peak and Super Off-Peak), we need to receive a refund request within 28 days of travel. This applies, even if you have mistakenly already approached the wrong entity for a refund within the correct timeframe.  Sorry!

last update:

We aim to respond to all refund requests by the end of the next working day, and for all valid refund requests to have been processed within five working days. If you’ve not received confirmation of your refund after that then please contact us at refunds@railsmartr.co.uk – we are happy to help. 

last update: