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Contact Us


Refunds are available for Anytime and Off-Peak tickets as long as you are within 28 days of the expiry of the ticket's validity. Unfortunately, Advance tickets are non-refundable.

An industry-standard £10 fee applies to refunds, so if your tickets was below this amount we will not be able to refund it.

If you suffer a medical issue or a family bereavement, we should be able to offer a refund on your ticket, as long as you are able to provide the appropriate supporting evidence.

Delays and cancellations

If your train is cancelled and you do not travel, we are able to offer a full refund on all ticket types. If you have collected your tickets then these will typically need to be returned to us.

If your train is delayed and you travel, you may be able to claim "delay repay", but not through us. Train operators have different rules as to when and how you claim, so you will need to check the appropriate train operator's website.

Exchanging tickets

If you are looking to exchange your ticket for a different date or time you must contact us 24 hours before your departure date, to ensure we have sufficient time to exchange your ticket. A £10 fee applies to exchanges and you must stick to the same departure and arrival stations. If you have booked split tickets, we are unable to offer exchanges at all.

How to contact us

For all enquiries, please contact us at [email protected] or use our chat facility.

European Commission's Online Dispute Resolution

There is a new online platform for dispute resolution at

Media Enquiries

Media enquiries relating to can be made to [email protected]

Please note, we are unable to sell the following products:

Season tickets
Cycle reservations
Sleeper cabins (we sell seated sleepers)
Tickets in exchange for warrants Tickets including admission
Privilege tickets for Railway Staff
Rail station car parking
Cycle storage at stations