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Can I get a refund for my Advance ticket?

Advance tickets are generally non refundable, so you can’t get a refund for your Advance ticket. But hang on, there are a few exceptions:

  • Your train has been cancelled and you decide not to travel
  • The train operator has advised you not to travel because of service disruptions
  • You have abandoned your journey because of delays.
If none of these apply to you and you’d still like to refund your Advance ticket because you can’t use it, you have the option to amend your ticket. This means you can exchange your Advance ticket to a different date or time, as long as you request this no later than 15 minutes before the first train in your booking departs. The only proviso – it needs to be exactly the same journey. And while most online train ticket retailers make you pay up to £10 for this service, we won’t charge you a penny. So don’t let that Advance ticket go to waste. Get in touch with us and amend your ticket now. More details on how to amend Advance tickets are available here.

Can I amend my Advance ticket using the Book With Confidence scheme?

Yes, you can amend you Advance ticket using the Book with Confidence scheme until the end of September 2022.
If you hold an Advance ticket and are due to travel by the end of September, you can exchange your ticket to a new date and time. Providing the journey is the same, you can repeat this as many times as you like up to and including 30th September 2022.

Here’s how:
To take up this offer, simply follow these steps:
    1. Book your new journey on Railsmartr.co.uk using the rules we’ve given below.
    2. Email our refunds team 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 when 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.
You may exchange your Advance ticket for any ticket type, including Advance, Off-peak or Anytime. 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.
We’re committed to our ‘no extra charges’ policy, so we’ll never ask you to pay refund or amendment fees.
Find out more about our standard terms for Advance ticket amendments and refunds for all other types of ticket here.

Can I get a refund if my train was cancelled?

Yes. If your train * was cancelled and you decide not to travel, you can get a refund on any type of ticket, including Advance tickets. Please provide exact details of the cancelled train* on your refund application, so that we can process this promptly for you. Where you have a flexible ticket (an Anytime, Off-Peak or Super Off-Peak ticket), then you do not need to have followed your itinerary in order to obtain a refund because of cancellation of a train*. You just need to have intended to make a valid journey. Please provide exact details of the cancelled train* on your refund application. In this way, we can check and process this promptly for you.  *Or bus, ferry, city metro service, London tube or DLR, if your ticket includes validity on another mode of transport. More details on ticket refunds are available here.

Can I get a refund for group discounted tickets?

All of your group discounted tickets can be refunded, provided that they are Anytime, Off-Peak or Super Off-Peak tickets. Unfortunately, we cannot refund Advance tickets with a group discount, but you can amend them. See how to amend Advance tickets. If you want to refund some group tickets, but not others, then please contact us for help and advice. There are many group discounts, and therefore many variations of what can and cannot be refunded, and how it can be done.