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Refunds and amendments

Refunds and amendments

Yes, until the end of 2021 you can amend your Advance ticket using the Book with Confidence scheme.
 
If you hold an Advance ticket and are due to travel by 31st December, you can change the type of ticket you have, as well as the date and time you are travelling, providing the journey is the same. You can repeat this as many times as you like up to the end of 2021.

We’re committed to our ‘no extra charges’ policy, so we’ll never ask you to pay refund or amendment fees.
 
Does this apply to my ticket?
The scheme applies to you if:
    • You hold an Advance Single ticket which is valid for travel between 21st June 2021 and 31st December 2021.
    • You placed your order after 5th January 2021.
Here’s how:
To take up this offer, simply follow these 2 steps.
    1. Book your new journey on Railsmartr.co.uk using the rules we’ve given below.
    2. Email us with your new and original booking reference numbers. Remember to send this to us no later than 6pm the day before your original train is due to depart.
    3. We’ll refund your original booking and send an email to let you know this is done.
Here are the rules:
It’s important that you read this before you book your new tickets. You must:
    • Book your new ticket(s) with the same train operator and origin & destination stations as your original ticket.
    • Get in touch with us via email with your new booking details no later than 6pm the day before you are due to travel. If you contact us after this time, standard terms relating to Advance ticket exchanges will apply.
If you choose a journey costing more than your original one, you will need to pay the difference in price. Should you change to a cheaper fare, the difference will not be refunded.

Find out more about our standard terms for Advance ticket amendments and refunds for all other types of ticket here.

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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, while local restrictions were in place, 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.

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

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Yes, you can amend 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!

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If you miss the train you had planned to catch, if you are in possession of a flexible (Off-Peak or Anytime) ticket, 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 take a later train using your original ticket at no extra cost. You will be offered First Class compensation  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.

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If you bought a First Class ticket but had to travel in standard class, this is because unfortunately First Class is not always available on every leg of the journey. Therefore, you may have to travel in standard class during part of your journey. The good news is that your ticket price will always reflect this. Indeed, we display this information on your screen when you book your tickets, so you can decide before you buy. For full details, please refer to the National Rail Conditions of Travel.

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When First Class is fully occupied and you had to sit in standard class, you may claim compensation. 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. In this situation, 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. For full details, please refer to the National Rail Conditions of Travel.

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We are sorry to hear you were not happy with the First Class service provided on your train. The type of First Class service offered varies quite significantly. It depends on:
  • the train operating company
  • the type of train
  • the time of day
  • the day of the week
For a detailed description of the service you can expect, please refer to the website of the train operating company you have booked with. You will only be entitled to compensation if the First Class service you received was different from the service advertised on their website for your specific journey. For full details, please refer to the National Rail Conditions of Travel.

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Unfortunately not. If some of your journey was on a rail replacement bus rather than a train, you are not entitled to any refund. Your ticket fare stays the same. Even if your journey takes longer due to part of it being served by a rail replacement bus.    

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No, you shouldn’t. Actually, if you have opted to collect your tickets, and have subsequently decided not to travel, 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.    

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You shouldn’t approach the train operating company for a refund. Unfortunately, train operating companies or train stations cannot deal with the refund on behalf of Railsmartr. Therefore, you must submit all refund requests to refunds@railsmartr.co.uk in order for your request 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! More details on ticket refunds and amendments are available here.

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